Tranita Felton
COCKEYSVILLE,MD
Summary
A seasoned leader in program management and strategic account services, I've driven growth and improved customer experience at Amazon.com. Skilled in organizational leadership and problem-solving, I excel in developing creative solutions and fostering stakeholder relationships. My expertise has consistently enhanced program offerings and stakeholder satisfaction, showcasing a commitment to excellence and innovation.
Overview
21
21
years of professional experience
Work History
Director of Program Services
Volunteers Of America
09.2020 - Current
- Maintained direct communication with organizational support services and external stakeholders, diversifying program offerings.
- Aligned department goals with organizational objectives for increased cohesion across business units.
- Established consistent communication at program level, holding daily, weekly and monthly shift reports and staff meetings for progress reporting and dissemination of relevant details.
- Developed comprehensive budgets, ensuring accurate financial forecasting and efficient resource management.
- Promoted direct lines of communication with stakeholders, developing creative solutions to program attendee needs.
- Improved employee engagement through regular communication, training opportunities, and performance evaluations.
Executive Director Assisted Living
Greenwood Place
03.2015 - 08.2020
- Responsible for the operation and management of the community in accordance with the standards and guidelines of the Owners/Board of Directors, Discovery Management Group, and federal/state/local laws and regulations.
- Communicates and models a clear, customer focused vision, based upon a resident centered model of care.
- Demonstrates the ability to identify and build relationships within the local area that drives businesses into the community, as well as effectively price the product, thereby maximizing top-line revenue growth and achieves appropriate market position.
- Ensures the community has an effective external business development strategy in place, with clear accountabilities assigned, is able to articulate results and adjust plan accordingly to maximize referral leads and move-ins.
- Develops a thorough working knowledge of state regulations, policies and procedures dictated for residents; ensures compliance.
- Ensures all resident administrative files are well maintained, current and in compliance with state regulations.
- Meets the financial targets with the goal to maximize capital partners’ return.
- Functional knowledge of all operating programs including memory care, clinical, dining and social programs.
- Prepares, adheres to the community budget.
- Ensures budgeted revenue is achieved or exceeded by maximizing occupancy and room rate.
- Reviews monthly financial statements, implements plans of action for deficiencies.
- Manages key, non-labor operating costs in line with budgeted levels.
- Processes and submits monthly expenses and budget data timely per policies and internal business controls.
- Meets NOI and occupancy expectations.
- Oversees all departments, maintaining full responsibility for efficient operations and compliance with the financial goals established in the approved Operating Budget.
Wellbeing Service Director
Holbrook Decatur
03.2010 - 03.2015
- Hire, onboard, train, manage and develop the assisted living director, memory care director, wellbeing nurses and certified medication aides.
- Support the assisted living director, memory care director in recruiting, interviewing, hiring, and evaluating resident care services associates.
- Develop and maintain care policies, procedures and manuals, objectives and philosophies.
- Ensure that resident care associates have valid and current licenses/certifications and are performing duties in accordance with acceptable standards.
- Ensure that resident care services associates have completed required training and understand and follow: Residents’ Right rules, community policies and procedures, the Infection Control Plan, Universal Precautions, established safety rules, and fire and disaster procedures.
- Participate in interviewing and screening residents for admission; inform associates of new admissions; work collaboratively with the community relations director, assisted living director and memory care director to ensure a seamless admissions process.
- Develops a preliminary and comprehensive assessment and written care plan that identifies the care and services needs and preferences of the resident and the goals to be accomplished for each need identified; meet with residents and families to obtain their input on the routine assessment; ensure that all resident care services associates are aware of the plan of care.
- Monitor residents’ treatment and medications to ensure residents are receiving proper care; review documentation to ensure proper it is maintained relating to residents’ care plan, medications and conditions.
- Recommend to the General Manager the equipment and supply needs for the Resident Care and Nursing Department; assist in developing and monitoring adequate and cost-effective inventory control procedures.
- Implement a continuous quality improvement program and develop actions plans to address opportunities for improvement in processes including completion of medical forms, reports, evaluations, studies, charts, etc.
Sr Customer Success Manager, Strategic Account
Amazon.com
03.2004 - 02.2010
- Identify, action and/or provide advice on how to improve business input metrics that drive growth and improve end customer experience. Identify what is hindering growth, develop solutions, and test before scaling to benefit to impacted Sellers.
- Analyzed data and trends to identify, action and/or influence long term to maximize potential for your assigned portfolio of Sellers.
- Acted as a strategic and influential partner for your Sellers. Proactively seek out new opportunities for customers and Sellers. Create tailored solutions and recommendations, where out of the box thinking is necessary. Present compelling value propositions using a strategic and consultative approach.
- Lead business strategy development and design long term account plans, collaborating effectively with cross-functional teams and your Sellers finding joint areas of opportunity to drive customer success with Amazon.
- Possess the ability to manage and deliver against complex account goals where strategy is not defined. Able to make tradeoffs between short term customer needs and longer-term strategic investment.
- Implement and track metrics to record the success and quality of your portfolio of Sellers. Use these metrics to guide your work and uncover hidden areas of opportunity.
- Built effective working relationships with Sellers; be a trusted advisor and a business advocate.
- Delivered timely, accurate and professional operational support to all Sellers in your portfolio within a specified SLA.
- Drove optimal program and Customer Success Manager satisfaction.
- Liaised with other partner teams and coordinate cross-functionally to resolve Seller issues and questions quickly with high quality.
- Played a “consultant” role with oversight of key strategic activities that are underway for the Seller, following up, escalating, and clearing blockers as appropriate across multiple organizations. Advocated as the voice of the customer internally, using data and anecdotes to drive prioritization, to deliver value across a larger customer set.
- Educated Sellers on how to drive incremental growth on Amazon through frequent education on tools, policies, products and programs. Maintain in-depth knowledge in these areas to kept Sellers informed of new opportunities and tie recommendations to their specific goals and value proposition.
- Acted as a thought leader in defining success criteria and understand business needs of Sellers in an ever-changing business environment.
- Improve team efficiency and optimize previously defined processes. Manage initiatives, deliver critical solutions, improvements, and mechanisms by working independently across teams.
- Assist with the definition and design of tools, standard operating procedures and processes of Seller Services.
- Identify, quantify, and define feature enhancements and new products to improve Amazon product based on customer feedback, data analysis, and feature gaps with competitive products.
- Aggregate themes and data to advocate to function as Voice of the Seller with owning teams to address opportunities at root cause level, keeping their relative experience at the forefront of decision making and design.
- Consistently imparted clear and concise summaries for the projects I owned to leadership/management team and effective at answering questions in detail.
- Experienced in E-Commerce, Corporate Retail, Consulting and/or B2B.
- Communication and presentation skills.
- Effective territory/account management.
- Strategy development with multi-phase execution and delivery: planning, opportunity qualification and creation, stakeholder and executive communication, needs analysis, value engineering, services/partner engagement, opportunity management, and negotiation.
- Experienced in retail math and formulas for the purpose of making business decisions.
- Experienced in using analytical, account management, and productivity tools including Oracle Business Intelligence, CRM tools like Salesforce, Tableau, and Microsoft Office Suites.
Education
Bachelor of Science -
Strayer University
05-2025
Skills
- Organizational leadership
- Public speaking skills
- Document management
- Presentation skills
- Client relations expertise
- Problem-solving abilities
Timeline
Director of Program Services
Volunteers Of America
09.2020 - Current
Executive Director Assisted Living
Greenwood Place
03.2015 - 08.2020
Wellbeing Service Director
Holbrook Decatur
03.2010 - 03.2015
Sr Customer Success Manager, Strategic Account
Amazon.com
03.2004 - 02.2010
Bachelor of Science -
Strayer University
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