Eliza Gray
Lee's Summit
Summary
Dynamic Operations Specialist with a proven track record at Steno, excelling in customer service and technical support. Skilled in program management and staff training, I enhanced operational efficiency and client satisfaction. Successfully delivered live support during virtual depositions, ensuring compliance and accuracy while fostering strong client relationships.
Overview
19
19
years of professional experience
Work History
Operations Specialist
Steno
10.2024 - Current
- Delivered live technical support to remote virtual assistants and in-person videographers during depositions.
- Coordinated interdepartmental efforts to streamline operations and optimize workflow.
- Utilized multiple remote platforms, including Zoom, MS Teams, and Google Meet.
- Provided assistance to clients and providers via Tech Line and remote channels when necessary.
- Conducted demonstrations of Steno Connect App for clients.
Virtual Tech Assistant
Steno
02.2024 - 09.2024
- Delivered live technical support and customer service to clients across various remote platforms.
- Ensured proper video recording during virtual depositions for accuracy and compliance.
- Communicated effectively with clients and team members via multiple Slack channels.
- Monitored and maintained technical equipment, executing routine checks and updates.
Sales Lead Plus
Banner's Hallmark
Columbia
11.2023 - 04.2024
- Oversaw visual and merchandising operations to enhance customer engagement.
- Managed a team of over 10 sales associates, ensuring high standards in customer service and cash handling.
- Maintained client relationships by delivering timely product updates and relevant information.
- Analyzed customer feedback to pinpoint improvement opportunities in products and services.
- Executed manager on duty responsibilities, including bookkeeping and bank deposits.
Assistant Director of Day and Community Development
The Arc of Howard County
Ellicott City
04.2023 - 01.2024
- Oversaw 40+ Direct Support Professionals to ensure quality service to 70+ adults with disabilities.
- Managed daily operations, including staff training, group schedules, and curriculum development.
- Coordinated financial activities, budgeting, and forecasting for multiple departments.
- Implemented policies to ensure compliance with federal, state, and local regulations.
- Monitored staff performance through feedback and annual evaluations.
- Led weekly meetings with department heads to assess project milestones.
- Supervised recruitment, onboarding, and employee relations processes effectively.
Project SEARCH Howard County Program Manager
The Arc of Howard County
Ellicott City
11.2021 - 06.2023
- Partnered with the Howard County Government, Public School System, and Autism Society, as well as the JHU Applied Physics Lab and the Maryland Department of Rehabilitation Services.
- Taught interns essential employment skills, securing paid positions and facilitating transitions to adult services.
- Monitored performance and developed internships, ensuring compliance with contractual obligations and fostering positive relationships.
- Assisted in creating training materials for new hires involved in program activities.
- Drafted reports for senior management, outlining key milestones achieved throughout program lifecycle.
- Conducted regular team meetings to assess progress and resolve issues.
DIY Instructor
AR WORKSHOP
Annapolis
09.2018 - 12.2022
- Instructed clients during DIY sessions to enhance skills and knowledge.
- Adapted instructional materials to meet the needs of diverse learners.
- Mentored and trained new staff to ensure effective onboarding and performance.
- Assisted with merchandising, sales, remote or private parties, off-site events, and sample project creation.
Day Program Manager, Individual Advocate
HUMANIM
Columbia
01.2018 - 11.2021
- Managed program serving over 140 adults with developmental disabilities, delivering comprehensive case management services.
- Oversaw daily operations, including staff training, group schedules, and activity development.
- Facilitated communication among medical professionals, case managers, and families regarding treatment plans.
- Developed creative strategies to foster positive learning environments and engage participants.
Visual Manager
MACY'S INC.
Honolulu
11.2006 - 08.2017
- Developed and executed visual merchandising presentations to align with fashion trends and corporate standards, increasing sales performance.
- Trained and coached visual and management teams to enhance operational efficiency.
- Achieved four promotions and two relocations, increasing store revenue from 12 million to 125 million.
- Managed budgets for visual projects.
- Reviewed store sales reports against budget projections, identifying improvement opportunities.
Education
Associate of Arts - Specialized Technology
AI Bradley Academy For The Visual Arts
York, PA05-2005
Skills
- Advocacy and case management
- Customer service and support
- Merchandising and branding
- Visual design and presentation
- Staff training and employee orientation
- Program management
- Videography and technical support
References
References available upon request.
Timeline
Operations Specialist
Steno
10.2024 - Current
Virtual Tech Assistant
Steno
02.2024 - 09.2024
Sales Lead Plus
Banner's Hallmark
11.2023 - 04.2024
Assistant Director of Day and Community Development
The Arc of Howard County
04.2023 - 01.2024
Project SEARCH Howard County Program Manager
The Arc of Howard County
11.2021 - 06.2023
DIY Instructor
AR WORKSHOP
09.2018 - 12.2022
Day Program Manager, Individual Advocate
HUMANIM
01.2018 - 11.2021
Visual Manager
MACY'S INC.
11.2006 - 08.2017
Associate of Arts - Specialized Technology
AI Bradley Academy For The Visual Arts