Project Manager Customer Service
Resume:
Johnnie Ponzie
PO Box **.*** W. Wiley ST.Whitesboro, NJ 08252 .******@***.***.443-***-****
Executive Summary
A seasoned Project Manager, Trainer, and Consultant with a successful
background in Productivity Improvement, Team Development, Training and
Organizational Development. Progressive experience in all phases of
Training: including needs analysis, management training, and skills
training, Successfully coached CEO's as part of project responsibilities.
Served clients in areas such as: manufacturing, insurance, service,
government, and food service and health care. Recognized for achieving
project goals while maintaining positive client relationships.
AREAS OF EXPERTISE
Operational System Design Training Program Design and
Delivery
Work Measurement Marketing Plans
Organizational Development Group Facilitation
SIGNIFICANT ACCOMPLISHMENTS
o Trained and mentored Process Improvement Team leader for the Public Works
Commission of the City of Fayetteville, NC. The team leader led the team
to improving the "booking of work order process" which led to more timely
application of 12 million dollars of work orders for capitalization.
o As Project Manager for Shilay Associates, Wantagh, NY, the team achieved
savings of $1,800,000 in 16 weeks in the fabrication department of
Photocircuits, a printed circuit board manufacturer.
o Wrote journal entitled "High Performance Work Organizations", that was
published and distributed by the New York State of Department of
Economic Development
o Skilled in needs analysis. Solved the problem of "poor customer service"
at Tri Supreme optical manufacturing company by not training the
representatives, but by installing equipment that led to fewer lost calls
and callbacks.
o Created and implemented a Training Department for Chicken George Chicken,
Inc. which grew to 20 units in 4 years. Wrote the first Operations
Manual, developed support material including audio-visual tapes and
computerized testing. Opened 10 franchise stores.
o Guest lecturer at Johns Hopkins Graduate School on leadership and Adizes
Methodology.
EDUCATION
B.S. in Education
Cheyney University, Cheyney, PA
Instructional Systems Design (Graduate School)
University of Maryland Baltimore County
Certified Adizes Lecturer
Adizes Management School
Santa Monica, CA
Johnnie Ponzie
P.O. Box 1452
Baltimore, MD 21203
e-mail ******@***.***
November 12, 2001
Ms. Janice Lynn
Manager
Human Resources
LifeBridge Health
2401 West Belvedere Ave.
Baltimore, MD 21215
Dear Ms. Lynn:
Being identified as one of the top 50 hospitals in the United States by
U.S. News and World Report is a significant honor. Congratulations.
Restructuring the Human Resources Department to provide even greater value
to LifeBridge Health in its quest for improvement, is a significant and
exciting challenge. I would like to be a part of this effort.
I saw your advertisement in the November 11, 2001, Baltimore Sun and have
enclosed my resume for your consideration for the position of Manager-
Training and Development.
My ten plus years of experience in implementing organization wide change
programs and performance improvement projects complements my formal
training and education. My experiences as project manager required me to
manage the change process across multiple departments and in some cases
multiple organizations at the same time. This is similar to the structure
of LifeBridge Health, which consists of three organizations, Sinai,
Northwest and Levindale and many departments and personalities. I have been
an Executive Trainer, and in that role coached CEO's from many industries
on their role in the "change" effort. I began my career with assignments at
hospitals in St. Louis, Missouri and Champaign Urbana, Illinois.
I look forward to examining any of the ways you feel my background and
skills would benefit the organization. I look forward to hearing from you.
Sincerely,
Johnnie Ponzie
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