Customer Service Project Manager
Resume:
Z OE L. BROWN
Shaker Heights, OH 44122
abmavy@r.postjobfree.com
PROFESSIONAL SUMMARY
Seeking training and development position where extensive experience can impact client satisfaction and
employee performance. Strong training background includes instructional design, classroom and online
instruction, project management, and staff development. Can lead and support a remote team through all the
phases of the instructional design cycle using online collaboration tools. Upgraded training skills by
participating in several online workshops, taking a post graduate college course, and conducting extensive
research of online learning; interested in pursuing an advance degree in online instruction. Learns software
quickly; computer skills include Microsoft Office Professional 2010, and Microsoft Office Live Meeting. Will
bring creativity and big ideas to project teams and has an eye for creating visually stimulating presentations .
EDUCATION AND CERTIFICATION
Cleveland State University Cleveland, OH
Masters of Arts, Organizational Psychology
Diversity Management Specialization
December 2007
35 credit hours toward M.Ed in Adult Learning and Development and Curriculum and Instruction
Howard University Washington, DC
Bachelors of Arts, Communications/Education
December 1990 (cum laude)
Certified Instructional Designer
March 2009
Langevin Learning Services
Columbus, OH
RELEVANT WORK EXPERIENCE
Booz Allen Hamilton
Head Start Training and Technical Assistance Office Cleveland, OH
Project Manager Present – 11/2008
• Manage a team of four training specialists through the design, development, implementation, and
evaluation of classroom and online training.
• Facilitate several communities of practice in face to face and online environments.
• Lead the design and implementation of a statewide training needs assessment and use results to develop
a work plan of training events and system resources.
• Developed and provided monthly reporting on training and development metrics, including number of trainings,
participant profiles, and evaluation results to clients.
• Initiate and maintain collaborative relationships with national, state and local organizations for staff professional
development.
Accomplishments
• Created an on boarding system within 45 days of position assignment to orient and train newly hired
specialist to work on a new contract. As a result of the system, the team successfully performed initial
assignments and became fully acclimated to their new roles.
• Established a standard project approach to instructional design to ensure consistent and effective training
delivery. Within 18 months of the project, the team has designed and delivered 25 training projects in the
areas of management, professional development, school readiness, Early Head Start, oral health, and
homelessness.
• Designed and delivered an online training for the national network of 16 Head Start Training Offices on
designing interaction strategies, and stimulating PowerPoint presentations to enhance web conferences
and virtual meetings. Participants reported that the strategies presented improved their web conferences
and virtual meetings significantly.
Booz Allen Hamilton
Head Start Region V TA Network Cleveland, OH
Technical Assistance (TA) Specialist 11/2008 – 2/2004
Managed a caseload of 11 to 14 Head Start grantees by conducting training needs assessments and
developing comprehensive training plans that included outcomes, performance measures, resources and
financial expenditures.
Developed, coordinated and/or provided ongoing training and technical assistance to the Head Start
•
community in professional development, job analysis, staff performance evaluation, communication skills,
health requirements, systems improvement, strategic planning, program evaluation, diversity, leadership,
management/supervision, mentor coaching, social emotional development, data management, and program
governance.
Identified strategies to help five Head Start grantees achieve full compliance with federal and state
regulations.
• Collaborated with national, regional, state and local partners to provide resources and support to the
Head Start community in a six state region.
• Facilitated state team and work group meetings, and compiled state monthly report.
• Created assessment and plan documents that were used across a six state region by other TA Specialists.
• Designed a Head Start data management workshop that was delivered to Head Start grantees at regional,
state and local events.
Catholic Charities Head Start Cleveland, OH
Education Manager 2/2004 – 8/2002
Coordinated education services in a bargaining unit Head Start environment; ensured quality and
compliance with local, state and federal regulations; conducted periodic site visits and prepared
corrective action plans.
• Managed 12 Head Start centers by monitoring curriculum implementation, teacher/child interactions,
child care licenses, and classroom environments.
Supervised up to six Site Administrators and over 50 teachers using a performance management system
linking performance goals, performance documentation, ongoing feedback, development opportunities and
performance appraisals
Developed, coordinated, and conducted pre service and in service training for all Head Start staff.
Adelphia Communications Cleveland, OH
Employee Relations Manager 8/2002 – 10/1999
• Implemented and enforced all human resources policies and practices related to recruitment,
compensation, benefits, employee relations and other human resource issues.
• Organized and executed a comprehensive hiring process for the customer service department.
• Managed office administration and two Human Resource employees; maintained the human resources
database.
Cablevision of Ohio Cleveland, OH
Senior Trainer 10/1999 – 10/1997
Designed, delivered and evaluated training programs for 700 employees, in the areas of customer service,
leadership, communication, supervision, time management and problem solving.
Cuyahoga Community College Cleveland, OH
Evening Instructor (Call Center Training Program) 11/2000 – 5/2000
• Trained and advised as many as 14 students in the areas of call center procedures, quality customer
service standards, and professional development to facilitate their entry into the workforce.
Great Lakes Head Start Quality Network Columbus, OH
Early Childhood Consultant 2002 – 1998
• Provided consulting services to Head Start programs to improve staff orientation, in service training, and
professional development systems.
Resources and Instruction for Staff Excellence Cincinnati, OH
Field Faculty Trainer 1998 – 1996
• Facilitated several state and national video conferences and workshops for the programs, “Ohio Winning
Teams” and “The Leading Edge”.
Council for Economic Opportunities of Greater Cleveland Cleveland, OH
Head Start Training and Development Coordinator 1997 – 1995
• Designed, delivered and evaluated a comprehensive training program for various categories of Head Start
employees.
Head Start Education Monitor 1995 – 1992
• Developed a monitoring tool used to evaluate 86 Head Start classrooms to ensure compliance with
federal, state and local regulations.
Neighborhood Centers Association Cleveland, OH
Head Start Assistant Education Coordinator 1991 1992
Head Start Teacher 1991
REF ERENC ES AVAILABLE U PON REQU EST
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