Tracy Koss Email & Phone Number

United States

Independently manages and develops client services for an agency within the City of Denver serving over 100K residents annually. Responsible for the design, implementation, and measurement of agency wide strategic goals. Practices risk management techniques to mitigate delicate client-related agency processes while also prioritizing the customer experience. Hire and develop staff, with a focus on building skill sets and generating individual career growth. Create and oversee multiple programs and projects simultaneously, including the development of SOP’s (standard operating procedures), key performance indicators, marketing and communications. Manages 400 -member volunteer program, creates policies and guidelines that maximize volunteer engagement and return for the agency. Identifies expansion opportunities, such as the creation of a retail store front that generates additional revenue and improved client experience. Work with multiple partners to further agency goals, maximizing impact while minimizing resource needs. In fostering an atmosphere of innovation, oversees the agency’s analytics and process administrator, creating goals and development opportunities for the agency as a whole. Responsible for all aspects of section’s million -dollar budget from forecasting to allocation, acquiring purchase orders, contracts, change request and reporting. Represented agency in various media outlets, including, television, web and print interviews.

Untied States

Managed operations of the community outreach department, including mobile community resource spay and neuter clinics performing 9,000 surgeries annually with oversight and management of several staff and 30+ volunteer veterinarians. Managed 300 adoption events annually and created, implemented and managed retail adoption storefronts resulting in 8 million donated marketing impressions. Responsible for acquiring $200k annual donated rental space at two high visibility retail store fronts for a 3year period, providing the agency with 7 day a week city center exposure. Developed 15 local business partnerships resulting in over 2,000 adoptions annually, reducing strain on allocated resources for the agency. Designed, developed, implemented and supervised targeted community outreach program from inception. Cultivated 250 community partnerships with metro Denver businesses to reach sections goals and agencies strategic plans and mission. Responsible for hiring, development & supervision of department staff. Responsible for all aspects of annual 1 million budget, including monthly statistics preparation, analysis and allocation. Involved in executive meetings, committee level work, long term strategic planning sessions and implementation of ideas generated. Developed and managed organization’s emergency management response, including development of SOP’s, training criteria, job descriptions, processes, disaster plan, supply catalog, collaborative partnerships and MOU’s, as well as, recruitment, supervision and deployment of 42 emergency response team members. Represented organization in various media outlets including, television, radio and print interviews.

United States

Responsible for development and oversight of programs and services for daily operations, including supervision of staff and volunteers. Conceptualized and implemented behavior enrichment and pet evaluations for shelter animals. Played major role in Influencing the culture change and strategic thinking of the board of directors and staff by utilizing analytics, historical trends and education to identify the need for change and growth within industry. Created and implemented sustainable on-site retail pet store producing steady revenue and added customer value. Responsible for all aspects of annual budget and reporting. Responsible for goal setting, performance measures, hiring and training. Built and managed SOP’s, program forms, database and procurement and allocation of program resources. Restructured pet adoption program focusing on long term client relations versus onetime customer approach. Increased retention rates by 30% through creation of support programs and acclimation information. Represented organization in various media outlets including, television, web and print interviews.

Untied States

Managed and developed volunteer core of 150 volunteers and facilitated 100 events throughout, Los Angeles annually. Introduced and created volunteer training program, classes and materials. Responsible for identifying agencies volunteer needs and fulfillment through targeted recruitment efforts and thoughtful positions and schedule assignments. Implementation of fundraisers and community outreach projects, partnering with local business and peer agencies to increase collaborative efforts to maximize agencies impact. Strategic planning of long-term goals based on industry trend and area analysis. Responsible for section’s budget, database, agency website content, recruitment and formulating volunteer and mobile adoption policies and procedures.

United States