Gretchen Fontichiaro, M.A.

Traverse City, Michigan, 49696 616-843-5812 gfonti81@gmail.com

Business Professional
Communication and listening expert specializing in customer service and relationship building. Energetic and
detail-oriented public speaker who is resourceful, observant and insightful. Ability to organize large groups of
people for positive and profitable results. Accomplished educator with a comprehensive blend of hands-on,
professional and academic counseling experience. Innovative teacher delivering quantifiable results through a
blend of current technology and hands on learning technique.

STRENGTHS INCLUDE
Leadership Experience Analytical Expertise Problem Solving
Relationship Building Inventory Management Detail Oriented
Collaborator Emotional Intelligence Expert Professional Communicator

Successful practitioner with strong analytical skills, adept at working with diverse individuals, intuitively
identifying problems and facilitating solutions with empowering outcomes

EDUCATION
Adler University Chicago, IL
M.A. – Counseling and Organizational Psychology
Accredited by the Higher Learning Commission and American Psychological Association

University of Denver Denver, CO

B.A. – Secondary Education
 Minor: Child Psychology

EXPERIENCE

Cordia Senior Living Traverse City, MI 8/14 – Present

Independent senior living club focusing on intentional living
Concierge Manager–

 Manage inventory levels and purchase supplies as needed.

 Consistently came in under budget.
 Manage multiple projects/tasks/priorities with close attention to detail
 Recruit, interview, and select employees.
 Resolve Club Member complaints and answer Club Members' questions regarding policies and procedures.
 Supervise the work of Concierge Employees to ensure adherence to quality standards, deadlines, and proper
procedures, correcting errors or problems.
 Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or
disputes.
 Implement corporate or departmental policies, procedures, and service standards in conjunction with leadership.
 Train employees in job duties and company policies.
 Discuss job performance problems with employees to identify causes and issues and to work on resolving
problems.
 Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel
action.
 Prepare and issue work schedules, deadlines, and duty assignments for Concierge staff.
 Maintain records pertaining to store inventory, personnel, orders, supplies, and copy machine maintenance.
 Develop or update procedures, policies, and standards.
 Arrange for necessary maintenance or repair work on vehicle fleet.
 Coordinate activities associated with shipping, receiving, distribution, and transportation.
One of A Kind Cycle Traverse City, MI 9/12 – 8/15
Bicycle Shop focusing on custom bicycles, specializing in women cyclists.
Sales/soft goods buyer/HR -

 Managed vendor relationships including contract negotiations. Procuring best value for the business in all goods.
 Purchaser for soft goods, building relationships with vendors.
 Managed inventory levels, implemented storeroom procedures.
 Analyzed and modify compensation and benefits policies to establish competitive programs and ensure compliance
with legal requirements.
 Planned and conduct new employee orientation to foster positive attitude toward organizational objectives.
 Identified staff vacancies and recruit, interview and select applicants.
 Provided current and prospective employees with information about policies, job duties, working conditions,
wages, and opportunities for promotion and employee benefits.
 Maintained and update human resources documents, such as organizational charts, employee handbooks or
directories, or performance evaluation forms.

Ellucian Fairfax, VA 9/11 – 9/12

Computer Software Industry

 A subject matter expert on DegreeWorks including, but not limited to, understanding the Scribe
language and functionality within DegreeWorks.
 The audit worksheet functionality; and related tools; and how those components interoperate to impact
output and audit results for the customer.
 Communicated effectively with a wide range of audiences at 2-year, 4-year, and graduate institutions,
addressing end-users as well as senior management.
 Communicated effectively internally through written reports, regular meetings and teleconferences, to
keep management and co-workers apprised of software and customer issues that impact the successful
and smooth deployment of DegreeWorks.
 Input course and program requirements using the DegreeWorks tools.
 Prepared and tracked formal questions and answers for customers regarding requirements. Responded
promptly to client issues, questions and requests.
 Prepared customer and internal accounts in advance of onsite training and testing, understanding the
need for accurate code validation and completeness.
 Tested software in advance of training and for quality control purposes where needed.
 Reviewed, wrote, and updated product documentation for accuracy and completeness.
 Remain abreast of product improvements and enhancements in order to leverage them in customer
services going forward.
 Lead and displayed ownership of the implementation process, including client meetings, delivery of
onsite trainings, remote consulting, product/issue trouble-shooting, and customer follow-up.
 Work closely with the DegreeWorks implementation team to meet implementation timetable, keeping
projects on schedule and on budget.
Baker College of Muskegon Muskegon, MI 9/02-9/11
Part of a private, non-profit, career college with 13 campuses in Michigan and four satellite campuses.
Accredited by the Higher Learning Commission and offering certificates, associates, and bachelors in multiple
fields. Undergraduate population is 6,000 with average age of 29. Composition is 67% women, 33% men; 13%
African-American, 0.8% Asian American or Pacific Islander, 4% Hispanic, 0.6% Native American. Majority of
students are middle to low socioeconomic status.
Adjunct Professor (9/02 – 8/08)

 Evaluate and grade students' class work, assignments, and papers.

 Prepare and deliver lectures to undergraduate students on topics such as General Psychology, Human Development,
Abnormal Psychology, Cognitive Behavior Therapy and more.
 Initiate, facilitate, and moderate classroom discussions.
 Prepare course materials such as syllabi, homework assignments, and handouts.
 Keep abreast of developments in the field by reading current literature, talking with colleagues, and participating in
professional organizations and conferences.
 Maintain student attendance records, grades, and other required records.
 Plan, evaluate, and revise curricula, course content, and course materials and methods of instruction.
 Maintain regularly scheduled office hours to advise and assist students.
 Advise students on academic and vocational curricula and career issues.
 Serve on academic committees that deal with institutional policies, departmental matters, and academic issues.
 Assist students who need extra help with their coursework outside of class.

First Year Academic Advisor (8/08 – 9/11)

Address student questions/issues; refer to other resources or departments if relevant. Track and monitor student
attendance, academic progress (including probation and dismissal), and registration; intervene as necessary.
Enhance first year students' knowledge of campus services. Assist students with all grade, class (including
withdrawals) and program status changes. Discuss program major and career field options. 200 assigned
students.
 Guided suddenly evicted student in developing and implementing plan for informing father, locating new
living quarters and transportation. Student maintained grades and finished quarter.
 Facilitated graduation for student diagnosed with cancer by teaching coping mechanisms, re-arranging
schedule to accommodate treatment and expedite degree. Student expected to graduate spring 2011.
 Assisted multiple students in transferring to other Baker campuses, providing contacts and support to
ensure successful and smooth transition.
 Provided student with new computer alternatives to prevent falling behind in class; counseled her on
depression following loss of fiancé and computer. Student overcame depression and remains current in
coursework.
 Brainstormed with student on developing temporary coping skills and alternative ways of dealing with
unresolvable roommate problems while continuing to study and locating better rooming situation.