Manager Customer Service
Resume:
Ricardo Davila
Freeland, MI **623
SUMMARY OF QUALIFICATIONS
I am a highly skilled leader in the areas of human resource management,
leadership development, and talent management. My experience in human
resource management ranges from the administration of pay and benefits to
creation of new policies and procedurese I have a strong business
background that enables me to continuously focus my efforts on improving
the bottom line of any organization that I am a part of.
WORK HISTORY
Manager of Organizational Development, Covenant HealthCare
2004-2009
. Researched, and delivered business plan for new LOB (Telemedicine) at
Covenant projected via proforma to earn $400,000 over a five year
period
. Put together infrastructure for telemedicine team to be spun off into
separate LOB
. Initiated and led the development and delivery of customized
leadership core curriculum to all levels of leadership while reducing
budget by $20,000
. Led the development of customer service action plans for individual
departments resulting in hospital achieving goal of 92nd percentile
ranking in a 6000 + nationwide hospital database
. Interfaced in a leadership advisory capacity with all leadership from
CEO down
. Acted as primary developer for RFP requirements for corporate LMS
. Managed a team to develop core leadership competencies using best
practices and personal experience for entire leadership team
. Managed the OD team to develop a company wide leadership training
system that incorporated competencies, strategic goals and objectives
while at the same time putting in a place a strong talent management
system
. Developed training plans for teams and individual leaders utilizing
the leadership pipeline methodology
. Produced leadership competency assessment tools for interviewing and
talent management
. Developed and conducted detailed team building process impacting
multiple service lines organization wide
. Launched Six Sigma initiative for Covenant Healthcare, directly
managed and assisted in setting strategic goals for continuous process
improvement hospital wide. Achieved savings of over 3 MM in 2 years
. Completed Six Sigma Green Belt training
. Personally conducted formal 360 degree feedback process from VP level
down to over 120 leaders
Director of Human Resources, ETC
2001-2004
. Developed and delivered corporate wide performance management tool
providing standardized performance evaluation for the first time the
company's five year history
. Reorganized company structure resulting in more efficient lines of
communication
. Rewrote Corporate policy manual to incorporate performance review,
privacy and technology policies
. Successfully managed mid year budget cuts of one third operating
budget without losing a single full time employee
. Transformed community education department into a corporate training
division increasing revenues by 44%
. Took part in union negotiations for initial contract resulting in
favorable outcomes for business
. Developed standardized corrective action system for entire corporation
. Provided one-on-one coaching of HR issues to over 15 managers and
directors resulting in reduced turnover and 0% litigation during
tenure
. Rewrote hiring policy to encompass a mix of contract and at-will based
hiring practices that resulted in a 20% reduction in administration
time spent annually
Professional Skills Instructor, Rhythms NetConnections
2000-2001
. Worked closely with a team of instructional designers, SME's,
trainers, and web design experts to deliver multiple content to end
users with content ranging from soft skills and on boarding training
to enterprise software training.
. Developed and delivered entire new manager curriculum impacting over
70% of management population. Resulted in a 15% reduction in employee
management conflict issues (per exit interview data), as reason for
leaving company
. Developed and delivered a comprehensive new hire employee
orientation/on-boarding program to over six hundred employees.
Resulted in increased employee productivity and swift assimilation
into corporate culture
. Established strong working relationships with key executives. Resulted
in being consulted on key management issues corporate wide
. Developed department metrics in conjunction with Six Sigma program to
enable continuous process improvement
Training Manager/Senior Advisor USMC
1994-2000
. Project manage six projects involving over 450 personnel and a one
million dollar budget
. Utilized logistical, planning and leadership skill to raise the unit
from 53rd in the nation to 7th in the 1999 Toys for Tots campaign
. Lead the development and implementation of a one million dollar not
for profit campaign
. Supervised a six person staff utilizing a quarter of a million dollar
budget
. Performed over 60 hours of public speaking events to include radio and
television appearances
. Developed and implemented job specific and professional skills
training programs to over 250 employees resulting in increased unit
readiness
. Developed performance objectives and established productivity goals
for supervisory staff of 25 employees
. Planned and conducted several multi- service operations including
Army, Air Force and Navel components
. Responsible for developing database tracking systems to expedite
business reporting and planning resulting in increasing mandatory
employee skill requirements from 5% to 85%
Marine Recruiter USMC 1991-
1994
. United States Marine Corps Recruiter responsible for the Tampa, Fl
Metro area
. Automated 80% of all administrative functions cutting applicant
administrative processing time by 45%
. Interviewed, tested and enlisted 54 personnel into the United Stated
Marine Corps
Electronics Maintenance Manager USMC
1980-1991
. Planned, organized and supervised embarkation of over 150 personnel
and 20 milliion dollars worth of equipment for Operations Desert
Shield/Desert Strom with zero safety mishaps and zero equipment loss
. Managed Maintenance program for over 13 million dollars of assets
maintaining a readiness rating of 95% at all times
. Developed performance objectives and established productivity goals
for maintenance staff of 40 employees
EDUCATION
MBA
Northwood University 12/2009
Bachelor's Degree in Business Management
University of Phoenix - 5/2000
Englewood, CO
Six Sigma Green Belt training
Covenant HealthCare - 2005
Member ASTD
REFERENCES
Upon request
Contact this candidate