Project Manager Customer Service

Susan K. Clark, CCMC

401-***-**** ************@*****.***

Training & Development / Talent Management / Continual Improvement

Certified Career Management Coach with broad understanding of business needs and proven ability to

effectively support the organization’s ROI. Keen ability to listen, synthesize, facilitate and partner for win-

win outcomes with all levels of internal and external customers. Recognized as a high energy, innovative

and collaborative contributor.

EXPERIENCE

Transition Solutions, Inc., RI, MA, national clients 2006 - present

Professional Outplacement Services

Right Management Consultants, RI, MA, CT, FL 1986 – 1989; 1990- 2005

Leading talent and career management expert within Manpower, the global leader in employment services.

Senior Consultant/Career Coach/Trainer (part-time)

Coach individuals from Fortune 10-100 organizations regarding job search, career management

coaching/training: Assessment, Resume Writing, Interviewing, Networking, On-boarding.

Selected as Project Manager for career transition center for 300+ employees in Jupiter Beach, FL.

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Managed administrative staff and national consultants.

RI Manufacturing Extension Services - RIMES, Providence, RI 2005 - present

MEP - NIST affiliated network of specialists providing solutions to raise competitiveness and profitability for small

to mid-size manufacturers. Consistently achieve over $30 to $1 ROI.

Project Manager

Train, facilitate and implement Continuous Improvement methodologies within RI organizations. Lean

Office, Value Stream Mapping (VSM), 5S, Meeting Skills, Basic Problem Solving.

• Developed and presented Customer Service 101 training session. Received 5/5 for all program areas.

• Co-developed and taught pilot program - “WorkPlace Skills-Team-Based Problem Solving” to business

leaders, and educators. Presented cutting edge program to National MEP Conference.

Brown University, Training & Development, Human Resources, Providence, RI 1996 - 1999

Manager of Training Programs/Trainer

Ivy League institution with over 7000 students and 2200 staff.

Rehired to manage training programs for 2200 employees. Co-facilitated and coordinated Management

and Supervisory Development programs to all levels of management. Conducted Sexual Harassment

Prevention trainings in conjunction with EEO organization wide.

• Promoted to Manager within one year.

• Co-designed, implemented and managed Mentoring Pilot Program. Achieved recognition for “Best

Practices” from international mentoring website.

• Requested by students to conduct MBTI training programs for student leadership associations.

• Co-presented roll-out of Employee Review process to all managers & department heads.

Clark Career Consulting, RI 1993 - 1996

Personalized Career Coaching

Principal

Provided individual career / job search assistance. Taught career related programs as adjunct faculty for

Providence College and Roger Williams University.

• Consistently achieved highest evaluation ratings for training sessions.

The John Joseph Group, Farmington, CT, Washington, DC; Syracuse, NY 1990 - 1993

Human Resource consulting firm specializing in transition services.

Vice President

Recruited to manage Fortune 10 company’s restructuring/downsizing for 600+ individuals throughout the

East Coast. (CT, NY, DC, TN, FL, AR, GA).

• Initiated and implemented a “Network to Land” weekly support group for clients in career transition.

• Recognized for 21% increase in productivity while working with Baldridge Award winning plant during

downsizing. Coordinated Job Fair attended by 100+ local businesses and Senator Gore.

Susan Clark, CCMC

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EXPERIENCE cont’d

Brown University, Career Planning Services, Providence, RI prior

Job Development Locator/Summer Recruiting Coordinator/Brown in Washington, D.C. Coordinator

Managed all on-campus recruiters for summer opportunities. Managed full time, part-time and summer

job posting system for over 3300 opportunities.

• Increased national recruiters by 35% within the first year. Increased local recruiters by over 50%.

• Increased involvement by 65% within first year.

• Increased local, nation and international part and full time job postings by 87% within first year.

Certified Security Services, Undercover Investigations, RI, CT, MA prior

Undercover Investigator (part time)

Community College of Rhode Island, Lincoln, Woonsocket, E. Providence, RI

Largest Community College in New England for over 40 years.ity

Academic Advisor/Career Counselor

Advised and counseled students at main campus and satellite locations. Conducted career assessment

testing including MBTI, Strong Inventory, DISC, MMPI.

University of Rhode Island, College of Continuing Education, Providence, RI

The State’s public learner-centered research university for undergraduate, graduate, and professional students

Co-Coordinator, Career Resource Center

Initiated and developed relationships with business leaders and students at URI-CCE to design and

implement hands-on internships.

• Increased business partnerships by 90%.

United States Senate, W ashington, DC

Legislative Correspondent

• Promoted from Congressional Intern. Responded to constituents regarding national and state-wide

legislative issues focused on environment and education. Supported Select Committee on Aging.

COMPUTER EXPERTISE

IBM: Microsoft Office: Word, Outlook, Excel, PowerPoint, Lotus Notes, ACT, Quicken, Explorer

Mac: FileMaker Pro, Word, Adobe, PhotoShop, Quicken, Safari

EDUCATION AND CERTIFICATIONS

Human Resources Management Certification, 2008

Villanova University, (intensive 12 week course) B average

B.S., Human Development, Counseling & Family Services, magna cum laude

University of Rhode Island, Providence, RI

• Funded 100% of education through scholarship, grants, awards and work experience.

B.S. Candidate, Agricultural Business, Public Service & Admin., Iowa State University, Ames, Iowa

MBTI and Communication, CPP, Brown University, Providence, RI, 2007

Certified Career Management Coach, CCMC, Career Coach Academy, 2001

Certified Facilitator, Strategic Career Management System, Career Directions, Chicago, IL, 2000

Managing Your Career, and Managing Career Development

Certified Facilitator, Steven Covey 7 Habits of Highly Effective People, Orlando, FL

MBTI and Careers, CAPT, Boston, MA

ASSOCIATIONS / MEMBERSHIPS

Board Member, Education in Action/Exchange City, Johnson & Wales University, 2006 - present

Chair, Exchange City Informational and Founders Recognition Event, J&W, November 29, 2006

Charter Member with: International Association of Teamwork Facilitators (IATF), International Association of

Career Management Professionals (IACMP), Career Masters Institute (CMI), Coachville International, (CV)

Programs Designed and/or Presented, Facilitated

Coaching Skills

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Business Leadership Development/ Management Development

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360 Feedback and Individual Development Plans

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Emerging Leader Programs

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Sexual Harassment Prevention

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Customer Service 101

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5S

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Lean Office

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Project Management 101

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Team Building

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Effective Meeting Skills

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Basic Problem Solving Methodologies – Tools and Techniques for Teams

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Team Leader Facilitation Skills

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Self Assessment

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Resume Writing

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Interviewing, Negotiations

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Career Management

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7 Habits of Highly Effective People

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Mentoring

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Networking to Land

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Contact this candidate