Hena Autumn Mazza
Operations Manager @The Princeton Review
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WORK HISTORY
Operations Manager @The Princeton Review
As an Operations Specialist for the Staffing and Teacher Management Team at TPR, I manage, staff, and support 200+ part time instructors who prep students for the MCAT and health-career test types. I do this with a combination of strategic thinking for processes and improvement, high-level communication, an exceedingly high value for the individual and developing and maintaining trust in relationships.• Decreased the attrition rate of newly certified instructors by developing and managing a targeted project to improve communication and ease the anxiety that new instructors experience with tailored email sequences and personalized 1-on-1 phone calls including providing live orientation trainings and demonstrations.• Ensured the accuracy of instructor certifications across databases by developing and managing a comprehensive verification project.• Enhanced team cohesiveness and efficiency through the implementation of strategies to improve real-time communication among teammates as well as with instructors via an Instructor Communication Database project.• Spearheaded a project updating cross-departmental new instructor orientation information to align with current policies.• Organized documents and resources for internal staff by creating and updating departmental SOPs.• Decreased the attrition rate of recently inactive veteran instructors by developing and managing a focused contact project.• Identified gaps in services affecting costs of recruiting and retaining instructors past training and strategized to develop effective projects to reduce attrition.
EDUCATION
University of South Florida
Master of Social Work (MSW)
Troy University
Bachelor of Science
SKILLS
ABOUT HENA AUTUMN MAZZA
Processes don’t change organizations; people do. I design systems that make work…
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