GLORIA SYLVA

9750 Peace Way, #2055

Las Vegas, NV 89147
702-358-3595
gsylv@aol.com

PROFESSIONAL SUMMARY
Versatile, resourceful management professional with a 20+
year career in HR, content management, operations,
administration and event planning. Innovative contributor,
persuasive communicator and skillful negotiator, with a
tenacious focus on objectives, an unwavering commitment to
customer satisfaction and the ability to execute on multiple
shifting priorities within fast-paced environments. Hold BBS
degree in Human Resource Management.
* Well-organized, focused and diligent, aggressively
tackling every task with enthusiasm, a positive attitude and
a sense of urgency.
* Strong team builder and coach, skilled at inspiring
confidence, leading by example and building loyal, high-
performance teams committed to quality and responsiveness.
* Consistently demonstrate practical yet imaginative
approaches to cost containment, service delivery, workflow
management and process improvement.
PROFESSIONAL EXPERIENCE
TWI/EXTRAS, Las Vegas, NV; 10/2006 - 01/2010
WEB/OPERATIONS MANAGER & HR CONSULTANT; 3 years 3 months
Fulfilled role as Web/Operations Manager for TWI and assumed
additional role as HR Consultant for new firm Extras when
company split in two. For TWI, provided wide-ranging support
to 2 divisions (85+ people) supplying a complete portfolio
of services to international trade shows and events,
encompassing accommodations, registration, client Websites,
specialty shipping and invoicing. Successfully prioritized a
daily workload spanning HR, technical, sales, administrative
and customer service issues.
* Created, modified and maintained Websites;
tested/troubleshot system issues.
* Effectively negotiated Group Accommodation and
food/beverage contracts for numerous organizations. Also
contracted speakers and entertainment for meetings and
educational seminars.
* Assisted in all facets of HR: interviewing, employment
verification, I-99 forms, offer letters, letters of
reference, benefits, workforce reduction, etc.
* Verified vendor invoices, renegotiated contracts and
reconciled transaction reports.
* Point of contact for Paypal and Verisign.
* Produced documentation, PowerPoint presentations,
reports, RFPs and demo sites.
* Managed client base while supporting account executives
in new business activities.
KEY ACCOMPLISHMENTS:
* Took over job from staff member who had been disliked
by the staff and caused loss of business.
> Rapidly established rapport and gained credibility
among clients and employees.
> new sales and restored relations with 5 lost clients.
* Created Websites accepted by clients with few
modifications in very short timeframes and without any
specs.
* Developed Website tracking report utilized by entire
company to view at a glance all event dates, assigned
account executive, charges and payments.
* Took initiative to create dual database that
centralized vendor and customer data.
* Applied strong labor mediation skills to clarify
requirements for a registration system among developers
speaking English, British English and India English. Cut
costs and facilitated development time by holding weekly
updates via Go to Meeting, ensuring resources in India,
China, UK and US were on the same page.
* Performed cost analysis on health benefits/401K plans
and presented findings to management, resulting in change to
a more comprehensive program.
* Researched competitors, identified current trends and
forecasted sales 6 months out.
* Skillfully resolved issues with non-computer-literate
users from diverse cultures.
* Thoroughly analyzed all invoices, identifying and
resolving many discrepancies:
> Recouped $10K in monies overcharged by vendors.
> Audited credit card statements using PayPal custom
reports feature, rectified misapplied payments and correctly
credited clients, leading to more business.
> Renegotiated vendor contract to reduce costs by $2 per
head, saving $250K over a 6-month period.
THE LEGISLATIVE CENTER, Honolulu, HI; 06/1996 - 09/2006
ADMINISTRATIVE, HR, EVENT & OPERATIONS MANAGER/DEPUTY
DIRECTOR; 10 years 3 months
Directed operations in company performing lobbying and
management of 450 companies in 7 industries: Subcontractors,
Flooring, Roofing, Pest Control, Ocean Tourism Coalition,
The Hawaii Business League and Pacific Insulation
Contractors Association. Clients included all of the above
trades as well as Anheuser-Busch Companies.
Handled HR, office administrative, reporting and compliance
issues. Functioned as in-house event planner for
Board/committee meetings, trade shows, golf tournaments,
educational seminars and conventions. Planned and
administered educational programs accepted by the state
educational system, labor unions and regulatory agencies.
KEY ACCOMPLISHMENTS:
* Kept a staff of 6 motivated and productive amidst huge
workload, small budget and constantly shifting priorities.
Reduced turnover by 100% for 5 consecutive years by
utilizing emotional intelligence theories to establish a
team mentality and holding regular meetings and team-
building activities.
* Trained and counseled companies' HR staffs on how to
handle progressive documentation for disciplinary purposes,
sexual harassment complaints, etc.
* Researched federal safety rules and created Fall
Protection program that dropped workers comp payouts in the
roofing industry in Hawaii, still in use today.
 * Worked with OSHA to substantially reduce or eliminate
fines levied on safety issues by using the affirmative
defense for the pest control industry in Hawaii. Conducted
research of past cases and created a handbook for each
company to personalize to maintain the status quo.
* Instituted benefits for healthcare, 401K, temporary
disability and unemployment insurance.
* Developed an employee sourcebook outlining policies and
procedures, benefits, compensation plans and continuing
education benefits.
* Prepared and presented multiple training modules,
including orientation, management training and customer
service techniques for small businesses.
* Drove cost reduction for each association by
negotiating commissionable hotel rates, trade show booths,
F&B and optional events.
* Renegotiated vendor contracts, lowering expenses for
travel, printing, insurance, prepaid health programs and
supplies by 35%. Negotiated labor contracts for construction
trade industry-specific contractors.
* Set up a one-stop vendor, member and speaker database
(ACT! Contact Manager).
* Proposed and secured buy-in to upgrade computer system,
enabling each association to save costs by printing their
own monthly newsletters.
* Represented company at unemployment hearings, with
actions upheld 100% of time.
WAXMEN, Honolulu, HI; 01/1991 - 06/1996
OFFICE MANAGER; 5 years 5 months
Set up and maintained smooth office operations in retail
environment, encompassing budgeting, purchasing, staffing,
HR, orientation, training, customer service, risk
management, loss prevention and compliance.
TECHNOLOGY
MS Office Suite, ACT! Contact Manager, File Maker Pro, Adobe
Illustrator & Photoshop, !Trak-It HR

PRIOR EXPERIENCE Pre-1991

Group Sales Manager, Kobayashi Travel Service
Operations/Administrative Manager, Polynesian Hospitality
Operations/Group Manager, Hawaii Travel
Assistant Hotel Manager, Hyatt Regency Maui
Office/Property Manager, Fisher Properties
EDUCATION
Western Governors University, Salt Lake City, UT
B.B.S., Human Resource Management, 2006
Leeward Community College, Pearl City, HI
Certificate, Networking & Telecommunications, 1999