Project Manager Customer Service

Joseph R. Costello

**** ********* ****

719-***-**** Indianapolis, IN 46230 ***.********@*****.***

Vice President, Learning & Development

Transactional Master Black Belt

Award-winning leader in training, customer service and professional

development. Demonstrated success improving business operations by

developing hundreds of innovative courses; raised productivity, cut costs,

and improved leadership effectiveness. Skills complemented by graduate

degree in corporate training and education, undergraduate degree in human

resources. Known as a resourceful leader who unifies and motivates diverse

teams and thrives on challenges. Has the ability to analyze customer needs

and the processes where they fall.

> Staffed, trained, re-organized, and managed a National Training Center

for a government department in the DC Metro area. The contract was

failing on delivery of courses and support of instructors, students, and

class management. Established processes, SOPs and focused the direction

for the center. This center is now back on track and supporting 15000

students and 400 instructors across the nation.

> Captured significant savings for Ohio Bureau of Workers' Compensation

through process mapping, value-stream mapping, and Kaizen events that

improved customer service and business processes throughout the

organization; allowed program to better support thousands of individuals

in need of services. Departments included technical, non-technical, and

the Board of Directors.

> Key member of team honored three times as one of the "Top 10" training

organizations in the United States; team also earned "Top 100" ratings

five times. A strong communicator who can multi-task and manage multiple

projects and people effectively.

> Recognized as a turnaround expert, taking under-performing teams and

transforming them into successful operations; saved multiple projects from

failure, including reviving critical aerospace program by streamlining

processes to expedite projects while cutting costs and raising quality.

Considered a leader with the practical experience developing and managing

educational programs for technical and non-technical organizations; an

individual who envisions a best-of-the-best training and development

program and takes responsibility for its development, implementation, and

coordination.

Core Competencies

Training & Development . Course Development . Project Management .

Kaizen Events

Change Agent . Process Improvement . Event Planning & Management .

Team Leadership (Manager)

Multi-Location Experience . Classroom Facilitation . Strategic

Planning . Organizational Development

Consulting International Teams . Conflict Resolution . Problem

Solving . Policy Development

Education & Certifications

Master of Arts: Education Curriculum & Corporate Training, Colorado

Christian University (Lakewood, CO (1997))

Bachelor of Science: Organizational Development & Human Resources, Colorado

Christian University (Colorado Springs, CO (1996))

Certified as a Lockheed martin Lean/Six-Sigma Black Belt (2000)

Certified as a Lockheed martin project manager (2001)

Certified Lean Transactional Master Black Belt (All non-Manufacturing Skill

sets)(2009)

Experience

COMMON SENSE LEARNING SERVICES 2008-Present

Independent provider of training and development and process improvement

consulting services.

Founder

Leadership role establishing firm, including all business administration

and marketing. Support clients by evaluating operations, identifying

issues, and implementing solutions. Coach executives and management to

create effective performance metrics, conducting activities using Kaizen

continual improvement philosophy. Develop and deploy training courses;

assess and evaluate effectiveness of programs.

February 2010 - April 2010 (Federal National Training Center)

> Senior Manager, Training & Process Improvement - Responsible for a staff

of 15 contract training professionals (technical and non-technical) who

ran the day-to-day operations of a National Training Center for an agency

of the federal government.

> Responsible for the LMS and LCMS Systems

> Responsible for supporting classes and trainers at customer locations

across the nation.

> Responsible for all course curriculum, changes, class administration,

instructor administration and travel for instructors.

> Responsible for strategy and future direction of the center, staff

requirements, and design and development of current and future courseware

in support of 15000 students per year.

August 2009 - January 2010 (Multiple Customers)

> Created courses for private, state, and federal government clients in the

areas of Leadership and Management. They include:

Principles of a Centralized Leadership; The Art of Leadership vs.

Management; Strategic Planning;

Leadership and Understanding Stress; Warning Signs of Post Traumatic

Stress Disorder (PTSD);

Principles of Supervision * Building High Performing Teams *

Continuous Process Improvement

* New-Hire Orientation * New Manager Orientation * Sales

Management Orientation

> Delivered the following courses for companies requesting the subject

matter be delivered to their employees:

* Green Belt * Lean Sponsor Training * Lean Champion Training * Time

Management * Effective Decision-Making and Problem Solving * Project

Management

* Crisis Management * Stress Management * Conflict Resolution *

Managing Change

* Strategic Thinking (Forward Thinking) * Responsibility, Accountability

and Authority

August 2008 - July 2009 (Ohio Bureau of Worker's Compensation)

> Collaborated with Ohio Bureau of Workers' Compensation to create new team

culture aimed at developing a horizontally integrated organizational

structure. Trained facilitators (Green Belts) to use the Lean/Six Sigma

process to identify and remove inconsistencies and achieve stable and

predictable results. Managed a staff of six personnel.

> Consulted as a change agent to lead a continuous improvement organization

by directing Process Mapping, Value-Stream Mapping, Kaizen Events,Projects

and Just Do-It events and other lean tools and execution of the required

training, communications, and implementation of the Ohio Bureau of

Worker's Compensation Lean-Sigma program.

> Developed and delivered presentations and executive briefings to the

Bureau's Board of Directors. This program affected bureau policies and

communications, as well as, management training sessions at Bureau level

for Sponsors and Champions.

> Created the organizations Lean/Six-Sigma program along with other

techniques and tools to create a strong, bureau-wide continuous process

improvement program.

> Outcomes included 105 Business Process Maps of their core processes in

the areas of Actuary, Human Resources, Information Technology, Customer

Service, Operations, Investments, Audit, Underwriting, Legal, Federal

Programs, Safety, Forms Management, Medical Provider Interfaces and the

Health Management Organizations.

> Major Process Improvement Projects in: Settlements, Customer Service

Claims Filing, IT Support Programs, Legal (Subrogation and Hearings), and

the Appeal Process.

January 2008 - August 2008 (Tarrant County Workforce Board and the DFW

Aerospace Consortium)

> Created six-week training course for the Tarrant County Workforce Board,

incorporating traditional and hands-on training tools to improve

employability of students. Created information sharing system that

significantly reduced training costs and exceeded employment success rate

goals by 20%. Interfaced with other functional aerospace companies to

share best practices and to assure business process improvements developed

on-site are consistent with the goals of the business units.

LOCKHEED MARTIN CORPORATION 1996-2007

Leading provider of aeronautics, electronics, information systems, global

services, and space systems.

Learning & Development Special Projects Manager (2006-2007)

Directed corporate-wide training and development program, ensuring

availability of courses and effectiveness of training. Served as liaison

between diverse groups, bringing together different teams with

complementary goals. Assessed results to continue refining programs,

evaluating factors such as attendance and instructor performance.

Contributed to multiple teams as needed, including special project reviving

aeronautics engineering training program. Managed a staff of 22 Learning &

Development professionals.

> Developed, organized, facilitated and presented six Kaizen continual

improvement events to support new systems introductions; improved

transitions and ensured conversions ran seamlessly.

> Corporate Annual Learning Conference Planner and Management (4 years)

> Responsible for Corporate Compliance Training requirements, changes, and

updates.

> Developed and organized the IT and technical training colleges for the

newly reorganized Corporate University.

Common Course Structure Program Manager (2004-2006)

Continually improved operations by developing courses for all levels of

management in leadership, information technology, engineering, and

professional development. Identified multiple methods for course delivery

and implemented innovative methods, including eLearning.

> Captured significant savings for outsourced training by reviewing

contracts, renegotiating terms, and consolidating contracts to leverage

pricing where possible; further reduced costs through development of 75+

course outlines and development workshops.

> Honored three times by Training Magazine with their prestigious "Top 10"

award recognizing leading training teams, also received "Top 100" honors

five times.

> Lessons learned were gathered during each event and posted on the

SharePoint site for all Learning & Development organizations in the

corporation could review the lessons learned, action items assignment, and

solutions for the deficiencies were needed (i.e. new training, audit

assistance, etc.).

Lead Lean Six Sigma Black Belt (2001-2003)

Created continuity and continued effectiveness by overseeing transition of

all training activities to learning and development function. Measured

success of transition by testing course results. Completed multiple process

and value stream mapping events applying Kaizen method.

> Defined and deployed Six Sigma program that trained and certified 350 Six

Sigma Green Belt candidates and 60 Lean Six Sigma Black Belt candidates.

> Integrated an organizational learning program for Green Belt and Black

Belt training to include a variety of improvement tools to create a

corporate-wide continuous improvement program.

> Performed as a change agent (Lean/Six-Sigma Black Belt) to lead a

sustainable continuous improvement organization culture by directing

design, development, and execution of required training, communication,

and implementation of the process improvement program. Developed and

delivered presentations, executive briefings, updated company policies and

communications, as well as, management training sessions at the Corporate

and Business Unit levels. This included awareness, Sponsor, and Champion

training.

> Quickly advanced into roles of increasing responsibility; promoted to

lead lean position after serving as distributed computing &

telecommunications administrator (2000-2001), Y2K coordinator (1999-

2000), information technology project manager (1998-1999), and proposal

coordinator (1996-1998).

Previous Experience

Served in the United States Navy as a human resources generalist and

submarine systems trainer (nuclear power submarines). Developed training

programs and conducted analysis to identify and improve certifications and

operations.

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