11300 Lane Street, City, CA 00000 Cell: 000-000-0000 Email: email@email.com
Summary
High-energy manager focused on promoting customer satisfaction through exceptional service. Innovative professional with nearly a decade of experience managing teams, offering training programs, recruiting successful staff and improving employee retention. A strong leader focusing on intercultural and interpersonal communication, recognized for cultivating positive change to improve operational efficiency and achieve organizational goals.
Highlights
Bilingual – English/Spanish Team Management/Training Business Development Marketing Management Sales Leadership Operations Management International Experience Microsoft Office Non-Profit Leadership Team Building/Retention
Experience
DIRECTOR OF MEMBER SERVICES Dec 2012 to Aug 2013 YMCA of Central Massachusetts Worcester, MA Hired to overhaul and develop the organization’s Welcome Center and Membership Department serving over 10,000 members. Collaborated with staff and association members to deliver the ultimate member experience, fielding and resolving issues, and amending accounts accordingly. Provided staff coaching, mentoring and consultation to enhance professional development. Implemented a “team” management style, immediately improving morale by investing in new hires and incorporating a sense of ownership among seasoned staff. Reduced staff turnover by 46%, benchmarking record-setting improvement standards in staff retention due to employee development and morale-building programs. Established new department communication procedures for staff emails and monthly meetings, effectively bridging the gap between front line staff and upper management. Resolved long-standing expenditure problems by establishing a new scheduling system, resulting in a $9K per month savings for staffing costs and expenses. Prepared a $2.7M line budget for the membership department. Established and integrated a mandatory cultural competency course adopted throughout YMCA of Central Massachusetts for staff training. Served as the liaison and project manager for the Global Center of Excellence for the National YMCA movement. Achieved fund-raising benchmarks for the annual campaign, totaling over $80K in three years. Spearheaded inter-branch, cross-functional training throughout a major membership software overhaul. Designed a community outreach position that positively impacted newcomer communities within the Worcester area. Positively improved member retention in 2012 by 12% from the previous five years. Proposed and organized successful annual fund-raising events, including “Run into Spring 5K,” “Healthy Kids’ Day,” and family socials. Initiated and developed community outreach events, including “Focus on Literacy,” “Salsa, Sabor y Salud,” and refugee programs.