Customer Service Human Resources

Regina Youngblood

W ashington, District of Columbia 20002

Mobile: (469) 766- 6218 / Phone: 877-***-****

****************@*******.***

CHIEF OPERATING OFFICER/ PERFORMANCE MANAGER/HR V ICE PRESIDENT

Lean Six Sigma Certified ~ Performance Expert ~ Nationally Recognized Budget Professional

A fast -track rise to peer rec ognition for both budget develop and presentation skills as well as professional

leadership introducing Lean Six Sigma strategies within the acad emic environment. A notable record of

Performance Management leading to significant cost savings, improved customer relations and more

accurate performance reporting. Served on the Peer Review Board for the Government Finance Officers

national association. Major areas of skill include:

Performance Measurement Program Development Strategic Planning

Statistical Analysis Employee Development Communication

Financial Reporting Problem Solving Program Implement ation

Master of Arts - Economics Bachelor of Science - Economics

University of Texas at Arlington Southern Illinois U niversity - Edwards ville

Lean Six Sigma Black Belt – University of Texas at Arlington

Profe ssional Human Resource certification – H uman Resource International

Certified in Process Management – University of Texas - Austin

Project Management Certificate – University of Texas - Arlington

Publications

Competitive sealed proposal process: A new approac h in facilities construction for the Dallas

Independent School District . Journal of Facilities Management, Vol. 3 No. 4, 2005, Emerald

Group Publishing Limited, 1472- 5967.

PROFESSIONAL HIGHLIGHTS

District of Columbia Department of Youth Rehabilitation Services – Washington, District of

Columbia

September 2012-Present

Deputy Director for Operations/Chief Operating Offi cer (September 2012 -July 2013 )

Drives and champions lean performance, strategic alignment, and a customer focus within the

Administrative Services division, which includes Human Res ources, Professional Development, Real Estate and

Property Management, Warehouse, Fleet Administration, Procurement, and Resource Allocation/Budget.

Developed the agency’s first program - based budget to promote effective and efficient management,

o

giving program managers the autonomy and support required to manage their own budgets.

Additionally, implement ed a n online budget management tool to give managers and agency leadership

real -time access to budget data.

o Implemented an online fleet res ervation system to allow employees greater and improved access to

transportation between facilities.

o Implemented quarterly workforce and procurement planning to improve the pool of qualified applicants,

reduce the time to fill vacancies, establish succession plans for key positions, and proactively plan major

agency procurements to ensure the effective utilization of funds.

o Reduced the agency vacancy rate to 5% and the vacancy rate for Youth Development Representative

Positions to 3%, both the lowest in recent agency history.

o Designed a strat egic training program to address the professional development needs of all 579.5 ful ltime

equivalents employed by the agency.

o O versaw the design of new agency headquarters building to be occupied in 2014.

o O versaw key construction projects to improve the safety and security of the two secure residential

facilities in the agency’s owned port folio.

Regina Youngblood ~ 469-***-****

Page 1 of 3

District of Columbia Public Schools – Washington, District of Columbia

April 2010 -September 2012

Deputy Chief – Office of Human Resource s, Human Capital Division (April 2010 -August 2012)

Restructured the Office of Human Res ourc es for lean p erformance; launched culture initiative to improve

employee morale; and implemented performance reporting to support customer responsiveness efforts.

o Saved $1.2M by eliminating redundant positions, leveraging existing and new technology, and

s trategically re-structuring the Human Res ources operation.

o Implemented a service automation initiative to minimize costly, manual processes and improve customer

s ervice for employees in the areas of leaves of absences, employment verifications, and resignations.

o Conducted first Office of Human Resources Climate Survey to identify obstacles to productivity inherent in

the organization’s culture.

o Drove short and long-term goal setting in seven divisions including: employee services and benefits,

s taffing, labor management and employee relations, compensation and retirements, human resources

information systems, operations, and teacher licensure.

o Established clear policies and procedures for the Office of Human Resources

o Develops working relationships with each of the bus iness unit executives and their teams in support of

their respective human resourc e needs.

o Refined and designed human resource performance score cards as part of the DCPS performance

management system and tracking progress of human resource units against g oals over the year.

o W orked with the business unit executive teams to build an understanding of human resources best

practices that will support each unit and accommodate future change and growth.

o Aligned HR objectives to the vision and mission of the Distr ict of Columbia Public Schools.

Dallas Independent School District - Dallas, Texas

2000- 2010

Director – Employee Service Center, Human Development Division (2007 - 2010)

Directed the rehabilitation of the Human Resource department’s Customer Service efforts, ranked dead last

for accessibility, courtesy and timeliness in annual internal satisfaction surveys. Added services, utilized

emerging technologies and re- positioned the Human Resource departments foc us as a service orient ed

organization.

o Launched a nine- person Employee Service Call Center to field up to 1,500 transactional inquiries daily

o ver a wide range of needs, from employee servic e records, to payroll and benefits administration.

o Trained the call cent er specialists in organizational structure, s ourcing information and customer service.

o Created an internal Oracle -based web site for employee contact information, including feat ures allowing

each employee to update contact information without IT assistance, replacing the hard copy print

directory that was usually obsolete within the first 30 - days of publication. Added a cross - verification

process matching Social Security information with the district’s database.

Created a half- day on -boarding seminar, adding a “buddy” system for newly hired employees, outlining

o

bio-metric security systems and presenting payroll, benefits administration, Oracle database usage and

other information. Serve up to 2,000 new employees annually.

o Expanded the role of the Call Center in 2008, to include Parent Hotline and the Main Switchboard as w ell

as the Trans actions Team.

Executive Director – Q uality and Performance Improvement, Busine ss Service s Divi sion (2005 -2007)

Pioneered the introduction of business -based Lean Six Sigma methodologies in an academic environment

including DMA IC Methodology as well as advanced statistical techniques, tools and road - mapping for

process improvement. Coached Champions, over 700 White Belts and supervised the Project Management

process for over 75 Green Belt candidates.

o Produced over $1.18-million, in the aggregate, in cost savings from individual Green Belt projects

undertaken by departmental leaders.

o Eliminated a major financial risk by developing and implementing a comput er - based dat abase of support

documentation supporting over 32 diffe rent attendance codes. Reduced the coding error rate by 68% and

a voided a pot ential 31% increas e in the reported dropout rate.

Cut the maintenance response time in half, from six to three days on average, by adding “rolling stock” to

o

the maintenance vehicles, in turn allowing on the spot correction of many maintenance issues.

o Approved curriculum for both White and Green Belt training programs, established the selection criteria

for program inclusion and managed a four person team to provide continuous improvement training for

the district.

Regina Youngblood ~ 469-***-****

Page 2 of 3

Of Note

At the request of the Council on Great City Schools, developed and delivered formal presentations

c oncerning the benefits of the Lean Six Sigma and Performance Management philosophies and techniques,

initially to the 64-member council and subs equently to the Los Angeles Unified and the Atlanta Public school

s ystems.

Operations Executive – Busine ss Service s Di vi sion (2004-2005)

Spearheaded the development of Performance Management practices throughout the Central Office, acting as

liaison bet ween the Deputy Superintendent of the Business Services division and both Assistant and

Associate Superintendent subordinates.

Implemented Kaplan and Norton Balanced Scorecard methodologies and developed the distr ict’s first

o

Balanced Scorecard that benchmarked Best Practices with meaningful performanc e metrics.

Conducted training seminars for the Balanced Scorecard’s strategy mapping and process management

o

for the division’s leaders.

Collaborated with a 15- pers on t eam to develop and implement the Central Office’s first Three R (Results -

o

Oriented: Plans, Appraisals and Reviews) performance appraisal.

Launched the Central Office division’s first quarterly Employee Recognition program.

o

Coordinator – Central Budgeting (2001-2004)

Produced three years of award winning leadership, guiding a four person team of Budget Specialists, in turn

guiding the budget development process for over 100 operations leaders throughout the Central Office

Operations. Oversee budget developm ent in excess of $640 -million.

o Honored with the Distinguished Budget Presentation award from the Government Finance Officers

Association and the Meritorious Budget Presentation award from the Association of School Business

Officials every year. Authored t he initial business plan for not only Cent ral Office, but also Schools and

Grant departments that laid the groundwork for the ongoing recognitions.

o O vers aw the efforts of the four pers on budget team, evaluating the budget development process including

Texas Education Association, Federal, special program and grant -specific guidelines were adhered to.

o Conducted in-depth budget training workshops for department and divisional heads within the Central

Office operations group.

o Present ed final budget proposals t o the senior management team and the school board.

o Generat ed o ngoing budget projections for planning us e.

Budget Specialist (2000- 2001)

Provided intellectual leadership to 32 departmental heads within the Central Office, outline budget met hodology,

ensuring conformity to municipal, state and federal regulations and to ensure complianc e with various grant and

matching grant stipulations. Managed over $154 -million in annual revenues.

o Awarded the peer reviewed Distinguished Budget Presentation from the G overnment Finance Officers

Association for excellence in budget presentation in 2001, the first in DISD history.

o Honored with selection to the Peer Review Board of the Government Finance Officers Association with

responsibility for peer reviewing (as part of a three person team) budget submissions seeking the

Distinguished Budget Presentation designation.

COMPUTER SKILLS

GroupWise ~ Microsoft Office 2007 (all apps ) ~ Minitab ~ Oracle ~ PeopleSoft~ CMMS ~ PageMaker

Paradox ~ STA TA ~ Windows ~ QuickBase ~ GoogleDocs ~ ShareP oint ~ OneNote ~ AtTask

Regina Youngblood ~ 469-***-****

Page 3 of 3

Contact this candidate