![Jose Clark-Hilery](https://jobicy.com/react/themes/app/images/avatar.jpg) Jose Clark-Hilery # VP Operations Actively looking · Member since 11 Sep 2023 [Message](https://jobicy.com/dashboard-page.md) ShareLocationUnited StatesDesired salaryUnspecifiedWork preferenceFull TimeExperience levelNot set * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryDedicated executive with proven experience turning operational performance around and scaling teams, meeting needs of business in record time. Excel in creating exceptional customer experiences, optimizing performance and costs managing fast-paced call center operations. Trusted advisor working with leadership while strategizing process improvements, change initiatives, and program development. Confident people manager who hires top talent, designs comprehensive training programs, and fosters climate of collaboration and inclusion. ## Skills 20 capabilities[Business Analysis](https://jobicy.com/talent/business-analysis.md)[Business Development](https://jobicy.com/talent/business-development.md)[Business Management](https://jobicy.com/talent/business-management.md)[Business Strategy](https://jobicy.com/talent/business-strategy.md)[Change Management](https://jobicy.com/talent/change-management.md)[Client Management](https://jobicy.com/talent/client-management.md)[Client Relationship Management](https://jobicy.com/talent/client-relationship-management.md)[CMS](https://jobicy.com/talent/cms.md)[Coaching](https://jobicy.com/talent/coaching.md)[Collaboration](https://jobicy.com/talent/collaboration.md)[Communication](https://jobicy.com/talent/communication.md)[Communication Skills](https://jobicy.com/talent/communication-skills.md)[Compensation And Benefits](https://jobicy.com/talent/compensation-and-benefits.md)[Compliance](https://jobicy.com/talent/compliance.md)[Computer Literacy](https://jobicy.com/talent/computer-literacy.md)[Conflict Resolution](https://jobicy.com/talent/conflict-resolution.md)[Content Development](https://jobicy.com/talent/content-development.md)[Content Strategy](https://jobicy.com/talent/content-strategy.md)[Leadership](https://jobicy.com/talent/leadership.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md) ## Experience Career history ### VP Of Operations · Fashion GXD Magazine 08/2021 – Present- Met business demand quickly by hiring and onboarding 160 new staff, rolling out new recruitment and training initiatives that boosted morale and increased employee retention. - Optimized financial performance with minimal deviation from budgeting goals by initiating multiple continuous process improvement projects, analyzing data of customer feedback, and recommending cost-effective solutions. - Increased proposal rates from 9% to 35% for all appointments and achieved $42K cost savings annually through identifying and reducing overtime costs 19.5%. - Generate leads through cold calling, networking and leveraging existing contact base - Excellent analytics skills – Quantitative & Qualitative. - Preserved customer satisfaction by managing escalations daily, employing exceptional communication listening, and problem-solving skills resulting in eliminating concerns. - Familiarity with software-as-a-service (SaaS) and the communication industry. - Experience in implementing strategies and programs to maximize value and growth ithin key accounts, with a strong emphasis on customer satisfaction and NPS. ### Director Engagement Services · Sextant Marketing 01/2017 – .2/2021- Generated 84K new leads within 1 month – drove new revenue at New York school from $570K to $1.8M; Phoenix school from $1M to $4M, and third client from $500K to $20M. - Led team in continually outperforming KPIs by hiring top talent, expanding training programs, and providing 1:1 mentoring addressing issues and setting attainable performance goals. - Improved ROI and increased performance 47% for UK client by revamping training model and adding new KPIs – that drove up annual revenue to $2.8M. - Created and led 1-week Management boot camp training for 20 managers and team leads. - Advocated for customers and staff by taking initiative to conduct interviews from specific populations, gathering data, and proposing process improvements, program development, and new solutions. - Transformed struggling and fragmented sales force to top-performing team by cultivating climate of collaboration and inclusion and promoting transparency and communication. - Experience utilizing Salesforce, GainSight, or other customer relationship management (CRM) and customer success platforms for tracking and analyzing performance data. - Worked with small group of students leading social change, building grassroots support group, and coordinating Advocacy Day (bringing community members and politicians together to discuss future legislation). - Won Marketing Core Values Award and commended by client via email and LinkedIn recognition. ### Director Learner Services · Ultimate Medical Academy 04/2013 – 02/2017- Launched 15-day model eliminating full cost of tuition for targeted student population. - Increased new enrollments 285% (70 -> 200 new enrollments) and starts 280% (average 80 starts ->260 starts) by working with leadership rolling out innovative enrollment strategies. - Boosted first-term retention 16% by collaborating with multidisciplinary teams enhancing focus on day one submission and quality of conversations. - Research and gather data on marketing trends, competitive services and pricing - Earned praise by executive leadership for saving $5M from student debt repayment program. - Transformed student experience by collaborating with education team to draft student-focused training materials for staff – leading to $63K tuition costs for students. - Structured HR consulting services and supported staff during organizational developments and changes. - Achieved New Student Advising Award (4 consecutive years) and Top Manager (each quarter for 4 consecutive years) for providing leadership and direction to students accelerating academic growth. ## Education Learning history ### St. Petersburg College 05/2018 – 5/12/2022Bachelors This professional hasn’t added portfolio projects yet. 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