Erin Hennessy

Atlanta, GA

echennessy@gmail.com

Linkedin.com/in/Erin-Hennessy1

SUMMARY

Operations professional with 10+ years’ experience across project management, customer operations, and workflow optimization experience for the hospitality, education, marketing, and gaming industries. Collaborate with stakeholders and customers to identify inefficiencies and implement solutions that decrease processes by 30-50%. Implement programs to enhance operations, grow revenue, and improve customer satisfaction. Seeking a director of operations role to improve productivity, workflows, and processes at an organization committed to efficiency and excellence.

EXPERIENCE

Sandy Springs Music, Atlanta, GA                                                                                                                          Feb 2023 – Present

Operations Manager & Project Coordinator

  • Recommend and implement transition to online scheduling and invoicing for 400+ customers, reducing customer support and operations by 50+ hours weekly and improving customer satisfaction
  • Identify revenue loss, create inventory management solutions, and implement inventory tracking capabilities, improving inventory availability by 30% and increasing sales by 20-30%
  • Manage 16 Music Teachers, point of contact for 300-400 customers weekly, and send out automated appointment reminders, decreasing no shows by 90% and achieving 95% student customer retention
  • Transform instrument rental processes and digitize workflows, decreasing customer processes by 50% and improving rental business by 10%
  • Design instructor incentives, coordinate team building activities, and create new makeup lesson policies, improving instructor satisfaction and reducing makeup lesson booking processes by 90%

Monkey Tail Massage, Atlanta, GA                                                                                                                     Mar 2019 – Sep 2023

Massage Therapist

  • Fostered relationships at weekly dance events and dance conferences/workshops to secure leads, generating 10+ massage bookings weekly and generating 30+ appointments daily during conferences
  • Implemented Acuity online scheduling to automate bookings, saving 2-3 hours weekly and increasing bookings by 50%
  • Managed customer relationships and resolved all conflicts, achieving 95% repeat customer bookings

Freelance, Atlanta, GA                                                                                                                                         May 2016 – Mar 2019

Videographer

  • Shot video and assisted 20+ clients in the construction, education, auto, healthcare, and music industries

Virtually Better, Atlanta, GA                                                                                                                                Oct 2014 – May 2016

Project Manager & User Experience Research

  • Managed 7 projects (educational/therapeutic games), organized project documents in JIRA and Confluence, and streamlined processes, decreasing project timelines by 25% (3-6 month time savings for 1-2 year long projects)
  • Conducted user research and developed game design mechanics, flow charts, and dialogue, meeting all organizational game development guidelines

EDUCATION

Georgia Institute of Tech: Master of Science in Human-Computer Interaction

University of Alabama-Birmingham: Bachelor of Arts in Anthropology and Minor in Psychology

Certificate in Deep Tissue, Swedish and Neuromuscular Massage

SKILLS AND INTERESTS

Technical & Software: Microsoft Office 365 (Word, Excel, PowerPoint, Outlook), Acuity Scheduling, Jira, Mac OS, Mailchimp, Adobe Creative Cloud (Photoshop, Premiere Pro, Illustrator), Omnigraffle

Core Competencies: Business Administration, Communication Strategies, Human Resources, Office Operations, New Hire Training, Physical Inventory, Project Management, Reservations, Spa Management, Leadership, Planning, Reports, Documentation, Hospitality, Policies and Procedures, Schedules, Vendor Management

Languages & Interests: German (Basic), Dog Trick Training, Publishing Renaissance books on Kindle, Silkworm Smugglers (Band)