BRIANA GETER
Colorado Springs
Summary
Strategic leader with expertise in managing initiatives and projects to achieve business goals. Skilled in planning and executing strategies, controlling resources and budgets, and leading cross-functional teams. Delivers measurable results through effective project management and organizational skills.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
Operations and Programs Director
Kingdom Builders Family Life Center
Colorado Springs
01.2020 - Current
- Cultivated vendor relationships to ensure adequate space, resources, and access to services.
- Developed and implemented operational strategies to maximize efficiency, reduce costs, and improve customer satisfaction.
- Developed and implemented strategies that will maximize synergies among programs areas
- Developed and implemented system to assess staff skill, experience, and professional development needs.
- Implementation of professional development program to address employee experience and skill gaps.
- Worked with staff to develop objective performance measurements across all sites, to ensure consistent, high-quality evaluation, and goal setting for all employees.
- Recruit, hire, and oversee training and orientation of all staff members
- Using existing balanced scorecard and program dashboard; establish consistent, objective program performance standards of accountability.
- Established program policies and procedures to comply with regulatory requirements.
- Improved program offerings based on changing trends, audience feedback and directives from station owners.
- Coordinated budgeting, scheduling and resource allocation to facilitate smooth flow of operations.
- Managed budget allocations for various programs and resources effectively.
- Facilitated meetings to discuss program development and community needs assessment.
- Analyzed performance metrics to identify areas for improvement.
- Established communication channels for effective collaboration among teams.
- Managed day-to-day operations of a of staff in multiple departments.
- Resolved customer service issues in a timely manner while maintaining high levels of customer satisfaction.
- Worked with management team to develop operational goals aligned with business strategy.
- Managed department of 18 which led in productive year in achieving company goals of 100% satisfaction rate for guest satisfaction .
Adult Services Manager
Kingdom Builders Family Life Center
01.2019 - 07.2022
- Coordinated daily operations of housing programming for clients including move ins, exits, meal service, social activities, and case management services
- Maintained a caseload of up to 10 clients
- Established connections with partnered support services to improve program effectiveness.
- Coordinated daily operations of housing programming, ensuring smooth transitions for clients through move-ins, exits, meal services, social activities, and case management services
- Train and ensure the enforcement of program policies and agency rules
- Prepared timely and accurate monthly, quarterly, and annual statistics for funders and the agency.
- Liaise and communicate with partnered support services
- Manage staff scheduling and ensure adequate coverage to provide service delivery
- Assisted in hiring, training, and supervising program advocates to deliver trauma-informed services effectively
- Developed schedule and ensured shift coverage to provide service delivery points
- Prepare timely and accurate monthly, quarterly, and annual statistics as required by funders and the agency
- Assure the maintenance of logs, track intake and exit data, grant program reports, invoices and statistical data and maintain client rosters
- Provided emergency back-up shift coverage during staff shortages.
- Facilitate regular team Staff Meetings
- Provided supportive crisis counseling and case management services to program participants with documented client case notes.
- Provided guidance and modeled effective techniques for front-line staff.
Retention Agent
Comcast, Xfinity
04.2017 - 11.2020
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Identified chronic customer issues by maintaining detailed customer complaint log
- Defused volatile customer situations calmly and courteously
- Defused volatile customer situations by employing calm and courteous communication techniques
- Managed high call volume with tact and professionalism
- Built strong professional relationships by identifying client needs, leading to increased sales opportunities
- Consulted with long-term, new and prospective customers to understand needs and propose ideal solutions
- Cultivated professional client relationships by asking appropriate questions, identifying needs and providing insightful information regarding products
- Exceeded sales goals using consultative sales talents and effectively explaining programs and services to generate interest
Insurance Agent
Firstsource Solutions
09.2015 - 04.2017
- Educated members on insurance policy coverage and potential out-of-pocket costs for informed decision-making
- Effectively managed a high-volume of inbound and outbound customer calls
- Addressed and resolved customer product complaints empathetically and professionally
- Gathered and verified customer information to ensure accurate tracking and service delivery
- Defused volatile customer situations calmly and courteously
- Accurately documented, researched and resolved customer service issues
- Mastery of customer service management systems and databases
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Resolved service, pricing, and technical issues by asking clear, specific questions to accurately diagnose customer needs
Shift Leader
BURGER KING,
06.2014 - 01.2016
- Implemented innovative programs to increase employee loyalty and reduce turnover
- Implemented innovative programs that enhanced employee loyalty and contributed to reduced turnover
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
- Assisted customers with food selection, inquiries and order customization requests
- Answered product questions with up-to-date knowledge of sales and store promotions
- Restocked inventory every month and reviewed cash operation data to verify proper replenishment
- Conducted weekly walk-throughs with the store manager to discuss interior visual displays, including store window presentation
- Addressed customer concerns with empathy, resolving issues on the spot to ensure positive experiences
- Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Maintained cleanliness and presentation of stock room and production floor.
Education
Master of Arts - Clinical Mental Health With Emphasis in Addiction
Colorado Christian University
Denver, CO 07.2023 - 05.2026
Bachelor of Arts - Physiology And Sociology
University of Colorado At Colorado Springs
Colorado Springs, COHigh School Diploma -
Fountain Fort Carson High School
Fountain, COSkills
- Program management
- Cash management
- Operational risk management
- Program development
- Performance measurement
- Relationship development
- Client management
- Team leadership
- Strategic sales knowledge
- Sales
- Strategic
- Communication strategies
- Active Listening
- Communication skills
- Customer service
- Quick learner
- Community outreach
Timeline
Master of Arts - Clinical Mental Health With Emphasis in Addiction
Colorado Christian University
07.2023 - 05.2026
Operations and Programs Director
Kingdom Builders Family Life Center
01.2020 - Current
Adult Services Manager
Kingdom Builders Family Life Center
01.2019 - 07.2022
Retention Agent
Comcast, Xfinity
04.2017 - 11.2020
Insurance Agent
Firstsource Solutions
09.2015 - 04.2017
Shift Leader
BURGER KING,
06.2014 - 01.2016
Bachelor of Arts - Physiology And Sociology
University of Colorado At Colorado Springs
High School Diploma -
Fountain Fort Carson High School