Susan Garland

• Reviewed company's strategic plans and developed departmental goals and standards to support vision.
• Implemented escalation procedures to effectively handle time-sensitive issues.
• Worked in tandem with peers to better understand business process and initiate improvements, helping company achieve goals.
• Managed all financial input and reporting for both Challenge Unlimited and Ironstone Therapy. Including but not limited to AP/AR, payroll, scheduling investments, reconciling accounts.
• Created yearly budget and management of expenses throughout the year. Guaranteeing expenditures are meeting expected outcomes.
• Organized, executed and managed yearly financial audits
• Manage expenditures of restricted funds. Create budgets for lessons, programs and grants.
• Reconciled QuickBooks with current CRM platform regarding donations, grants and fundraising income.
• Provided accurate POS for all fundraising events with utilization of Square and Venmo.
• Maintained all current policies and procedures for Ironstone Farm.
• Managed and facilitated HR concerns
• Maintained accurate benefits schedule for all employees
• Managed all licensing, permits, registration for all aspects of the organization.
• Negotiated office contracts with vendors
• Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.
• Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
• Interacted well with customers to build connections and nurture relationships.
• Assisted in recruiting, hiring and training of team members.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Maintained all documentation and relationships with donation sites: Benevity, Cybergrants, Fidelity Charitable, etc

· Sat on the Leadership team for the organization

• Recruited, hired, mentored and trained 50+ volunteers on procedures, policies, duties and client care methods.

• Demonstrated respect, friendliness and willingness to help wherever needed.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Demonstrated a high level of initiative and creativity while tackling difficult tasks.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
• Learned and adapted quickly to new technology and software applications.
• Maintain relationships with and process orders for over 100 customers with 20 manufacturers. Manage orders from initial request of quote through purchase and delivery. Support three field sales engineers internally. Manage all literature used in sales acquisitions.
• Reconcile commission checks monthly for over 20 principals. Streamline reconciliation process. Support accounts receivable offsite accountant.
• Harvest data from sales software REP$ 2000 for reports, recoup unpaid commissions, and tabulate trends in sales.
• Facilitate correspondence between Contract Manufacturers, Distributors, customers and Principals.
• Maintain and order office supplies, manage travel arrangements for sales engineers. Maintain and order inventory of sample for use by sales engineers

• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Developed and maintained relationships with external vendors and suppliers.
• Analyzed and reported on key performance metrics to senior management.
• Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
• Administer office finances – manage all accounts receivable/payable, and payroll for multiple checking and savings accounts maintained by The Whale Center of New England using Peachtree software.
• Maintain members’ services including and not limited to membership database, correspondence with members, newsletter mailings, renewal mailings, and processing merchandise orders.
• Organize office policy and procedures for staff, interns and volunteers. Order, maintain and process all orders to stock supplies and merchandise needed in both office and gift shop.
• Hire, train and schedule volunteers to work in Visitor Center, gift shop, fairs and educational events. Covering shifts as needed.
• Respond to stranded marine mammals. Perform health assessment and data collection. Report data to the New England Aquarium. Assist in training volunteers to help with response to stranded marine mammals.