KATHLENE ANNE WORRELL
Palo Alto
Summary
A self-directed leader with a proven ability to adapt to evolving operational demands and challenges. With over 13 years of leadership experience, I specialize in operational and program management, community relations, and team development. With a strong commitment to exceeding organizational and customer expectations, I focus on cultivating staff loyalty and engagement through effective communication and inspirational leadership. My approach includes fostering a collaborative work environment, promoting professional development, and implementing best practices that drive efficiency and performance. Seeking to leverage expertise in customer experience and focused on creating a culture of excellence, accountability, and team empowerment.
Overview
22
22
years of professional experience
Work History
Director of Member Experience & Childcare Services
YMCA of Silicon Valley
Palo Alto, CA
05.2025 - Current
- Provide strategic leadership and comprehensive program management for membership and licensed childcare departments, overseeing a team of 18 staff members to ensure high-quality youth and family programming and service delivery.
- Direct workforce planning, recruitment, training, and ongoing staff development to build strong, mission-aligned teams capable of delivering dynamic and engaging programs for children, teens, and families.
- Lead program scheduling and staffing strategy to ensure optimal coverage, strong participant experiences, and effective resource allocation across multiple service areas.
- Conduct performance evaluations, facilitate individual coaching sessions, and lead weekly departmental meetings focused on continuous improvement, enrollment growth, and program excellence.
- Develop and implement operational systems and best practices that enhance safety, program consistency, and participant satisfaction.
- Oversee departmental budget forecasting, revenue monitoring, and expense management to ensure financial sustainability and alignment with organizational goals.
- Serve as the primary escalation point for complex member concerns, reinforcing a culture of exceptional public-facing customer service and community engagement.
- Maintain high leadership visibility through structured engagement hours, strengthening relationships with families and ensuring program responsiveness.
- Represents the YMCA in external events and build relationships with local businesses, schools, and government agencies.
- Planned and managed community-centered events including YMCA Health Fairs, Member Appreciation Days, and Healthy Kids Day, enhancing public engagement and promoting youth and family programming.
- Conduct member surveys and collect engagement data to assess interest in new programs such as book clubs, run clubs, and other community-driven initiatives.
- Collaborate with marketing team and collect assets for social media posts and branch personality.
- Designed and implemented a structured 30-60-90 day onboarding program to increase member retention, strengthen family engagement, and support long-term program participation.
Interim Healthy Living Director
Palo Alto Family YMCA
Palo Alto, CA
09.2025 - 02.2026
- Provided strategic leadership to 32 employees, including contract group exercise instructors, personal trainers, youth sports coaches, and program coordinators, ensuring high-quality program delivery across youth, adult, and senior services.
- Directed staffing strategy, scheduling, and daily operations for multi-program departments, optimizing workforce allocation and maintaining strong enrollment and participant satisfaction.
- Oversaw comprehensive programming portfolio including youth sports, group exercise, senior fitness, and specialized enrichment initiatives serving diverse age groups.
- Expanded youth programming by launching an additional karate class in response to community demand and leading the operational kickoff of the basketball league, establishing structured coordination, enrollment processes, and successful program implementation.
- Managed mission-driven health initiatives such as the Cancer Survivor Program and Parkinson’s Disease Program, ensuring instructor preparedness and delivery of supportive, community-centered wellness experiences.
- Partnered with Marketing and Human Resources to recruit specialized instructors, including ballet and gymnastics professionals, broadening arts- and movement-based programming to meet evolving community interests.
- Evaluated program performance, enrollment trends, and staffing models to enhance operational efficiency, strengthen participation, and support revenue sustainability.
Assistant Branch Manager
North Island Credit Union, A Division of California Credit Union
San Diego, CA
11.2016 - 08.2020
- Manage day-to-day operations, overseeing financial transactions, compliance, customer service, and staff management.
- Completed financial and operational reports for internal audits and regulatory compliance.
- Authored and implemented branch operations SOPs to support training, compliance, and risk management.
- Serve as primary liaison between branch operations and key stakeholders, including external partners, high-value clients, and regulatory bodies.
- Assisted in the development, monitoring, and management of branch budgets to ensure alignment with financial goals.
- Supervise, evaluate, and train a team of 11 employees.
- Develop and implement sales strategies to achieve sales goals, increase deposit and loan accounts, and increase new membership and customer retention.
- Ensure that all branch employees are trained and comply to all regulatory guidelines, including Suspicious Activity Reports (SAR), Bank Secrecy Act (BSA), Anti-money laundering regulations, and consumer protection laws.
- Handle complex customer service issues, resolving escalated complaints, and ensuring a high level of customer satisfaction in a fast-paced, high-stressed environment.
- Responsible for ensuring the branch passes compliance audit, resulting with an annual average score of 98%.
- Conduct quality control on new accounts and loans, resulting in less than 3% branch errors during annual compliance audit.
- Successfully opened and co-managed a new branch. Met annual sales goal during the first six months of branch opening.
- Expanded role as operations manager at two additional branches over a 10-month timeframe to ensure production goals are met and both branches are in compliance with audits and certifications.
- Conducted weekly staff meetings to motivate team members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Interview and hire talented individuals with top-level strengths, improving organizational talent and skill set.
- Open new deposit accounts, process loan applications, submit mortgage referrals.
- Ensure that all branch employees are in compliance with audit and risk management procedures.
- Provide individual coaching and mentoring to all team members.
- Manage branch cash flow, reconciliations, and security procedures.
- Participate in business development initiatives by attending networking events, participate in local school districts events, and promote brand image in local chamber of commerce events.
- 40 hours per week
Loan Servicing Specialist
North Island Credit Union, A Division of California Credit Union
07.2013 - 11.2016
- Serviced over 300 consumer and executive corporate cards.
- Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms.
- Conducted thorough quality control on all accounts, passing every internal audit with an average score of 94%.
- Primary point of contact for over 530 employees for loan servicing needs.
- Complete over 20 daily service requests from employees across all branches.
- 40 hours per week
Member Service Supervisor
North Island Credit Union, A Division of California Credit Union
08.2008 - 07.2013
- Provided leadership to seven branch tellers.
- Trained and supervised tellers and sales staff and developed performance improvement plans.
- Completed reports mandated by federal law, including Currency Transaction Reports (CTR) and Suspicious Activity Reports (SAR).
- Managed branch cash orders and conducted daily opening and closing vault procedures.
- Conducted teller transactions such as making deposits and withdrawals and made payments on consumer loan accounts.
- De-escalated and addressed customer complaints in a highly stressed environment.
- Met yearly personal sales goal by over 200%.
- 40 hours per week
Sales Associate
Macy's
Bonita, CA
04.2004 - 01.2008
- Maintained familiarity with features and advantages of all merchandise.
- Consistently met weekly sales goals.
- Performed miscellaneous tasks such as stocking racks, marking prices, putting shipments away, and taking inventory.
- Engaged with customers to build rapport and loyalty.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- 30 hours per week
Education
Doctor of Business Administration - Organizational Leadership
National University
San Diego, CA05.2028
Master of Arts in Business Administration - Leadership
National University
San Diego, CA05.2023
Bachelor of Arts - English
San Diego State University
San Diego, CA05.2012
Skills
- Team & Operational Management
- Customer Experience Leadership
- Cross-Department Collaboration
- Staff Training and Development
- Ability to Resolve and De-Escalate Customer Complaints
- Sales and Revenue Growth Strategies
- Auditing & Internal Controls
- Relationship Building
- Fluent in English & Tagalog
Accomplishments
- 2025 Presidential Management Fellowship (PMF), Semi-Finalist. 7,267 applications received; 1,394 Semi-Finalists selected.
- 2020, North Island Credit Union Ambassador Program Award Recipient
- 2016, North Island Credit Union Employee of the Month- September
- 2014, North Island Credit Union Employee of the Month- January
- 2013, Semi-Annual North Island Credit Union Circle of Excellence Award Recipient
- Implemented new quality assurance procedures to maximize customer satisfaction and loyalty.
Affiliations
Parent Teacher Association (member)
Languages
Tagalog
English
Timeline
Interim Healthy Living Director
Palo Alto Family YMCA
09.2025 - 02.2026
Director of Member Experience & Childcare Services
YMCA of Silicon Valley
05.2025 - Current
Assistant Branch Manager
North Island Credit Union, A Division of California Credit Union
11.2016 - 08.2020
Loan Servicing Specialist
North Island Credit Union, A Division of California Credit Union
07.2013 - 11.2016
Member Service Supervisor
North Island Credit Union, A Division of California Credit Union
08.2008 - 07.2013
Sales Associate
Macy's
04.2004 - 01.2008
Master of Arts in Business Administration - Leadership
National University
Bachelor of Arts - English
San Diego State University
Doctor of Business Administration - Organizational Leadership
National University