Customer Service Project Manager

TAHIRA M. BROWN

**** ********* ***** ********, ** 30064 770-***-**** ******.*****@*******.***

PROCESS MANAGEMENT

Business Re-Engineering Project Management Operations

Results-driven project manager with demonstrated accomplishments in public sector consulting and defense

manufacturing. Extensive experience in business process analysis, documentation and re-engineering. Versatile and

flexible, with proven ability to work effectively as team leader or team member. Goal oriented, well organized and

attentive to detail. Lean and Six Sigma certified.

EDUCATION

Bachelor of Science in Industrial and Systems Engineering – June 1999

Georgia Institute of Technology, Atlanta, GA

PROFESSIONAL EXPERIENCE

DRAPER & ASSOCIATES, Atlanta, GA, October 2006 – February 2009

A privately held, boutique consulting firm that has been providing comprehensive planning and program management

services to the Housing Authority of the City of Atlanta (AHA) since 1996.

Project Consultant/Atlanta Housing Authority

Managed and supported projects focused on improving accessibility in AHA owned public housing and streamlining

the administration of the Section 8 housing assistance voucher program. Created and managed task orders, analyzed

business processes, defined and implemented new or improved processes that enhanced customer service, reduced

errors, and increased productivity.

Developed and implemented a workflow management system that effectively monitored and tracked documents

from initial submission by clients through final Housing Assistance Payment (HAP) contract execution, yielding a

35% increase in staff efficiency

Conceptualized and proposed a physical redesign of the Housing Choice customer service workspace to improve

employee productivity and enhance the customer service experience; proposal was approved by AHA executive

staff and implemented in January 2009

Participated in the documentation, analysis and re-engineering of Landlord Services department business

processes; created or revised policies and procedures that were incorporated into a new Housing Choice

department operations manual

Voluntarily assumed leadership of a novice transaction processing team when the experienced team leader

resigned; ensured team members were trained to process transactions and maintain acceptable documentation;

realigned team member roles to ensure timely and accurate preparation of data needed for transaction processing;

led ongoing operations through a two fold increase in transaction volume, while meeting or exceeding all

transaction processing goals

Managed one of two teams implementing process changes that reduced the incidence of errors on HAP contracts

from 100% to 2%; improved productivity and customer service by segregating customer service and transaction

processing roles; reduced the risk of involuntary relocations by enhancing Landlord eligibility screening processes

Initiated and facilitated weekly inter-departmental communication meetings that helped align expectations and

substantially reduce the escalation of client issues to senior management for resolution

In response to a HUD mandated Voluntary Compliance Agreement (VCA), initiated and executed a task order to

secure the services of a vendor to conduct an accessibility assessment of AHA public housing properties

Tahira M. Brown

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LOCKHEED MARTIN, Maritime Sensors & Systems (MS2), Moorestown, NJ July 1999 – April 2005

A $3 billion division of a Fortune 500 Corporation that provides surface, air and undersea applications for more than 460

programs for the United States military and international customers.

Project Management and Planning Operations Representative, March 2003 – April 2005

Provided project management and risk analysis support to Integrated Product Teams (IPTs) within the Integrated Coast

Guard Systems Deepwater Program. Developed and implemented strategies to meet team effectiveness compliance

criteria required by the United States Coast Guard.

Provided project management support to IPT leads in response to the US Government Accountabilities Office

(GAO’s) mandated Deepwater Program audit corrective action directive; coordinated the correction of Coast

Guard Deepwater Program audit findings within specified timeframes; documented plans to correct deficiencies

and reported status to Deepwater Program Manager

Collaborated with three Deepwater Program leads to develop and implement strategies ensuring each IPT

successfully achieved compliance with the US GAO’s uniform standards for team effectiveness

Partnered with IPT leads to assess risks and supported the development of contingency plans; reported risk

management status monthly to Deepwater Program Senior Leadership

Human Resources Specialist, January 2001 – March 2003

Responsible for leading Lockheed Martin’s mentoring program and for supporting efforts to improve employee

assimilation and development processes.

Administered the Executive and Leadership development mentoring programs; defined, proposed and

implemented approved program enhancements

Initiated and led a cross functional team that evaluated feedback on the new hire assimilation process and

proposed process improvements focusing on initial on-boarding of new employees and the transfer of

departmental and organizational knowledge; all recommendations were approved and implemented

Conducted analysis on the Lockheed Martin talent pool and constructed a strategic approach to leadership

development that supported retention of high performers in order to build up the leadership bench strength;

strategy was presented to Human Resources Vice President to use as the foundation for the MS2 leadership

development model

Lean and Six Sigma Black Belt Specialist, August 2000 – December 2000

Facilitated a cross functional Software Validation and Configuration Management project.

• Reduced costs related to waste and quality issues exhibited in the Quality Assurance Load Process yielding a cost

avoidance of $288,000

Process Control Engineer, January 2000 – July 2000

Provided technical support to two work centers to create a proactive quality culture focused on compliance, continuous

process improvement, process control, and training.

Group Purchasing Agent, July 1999 – December 2000

Responsible for leading a commodity project to procure material.

CERTIFICATIONS

2009 – Certified Project Management Professional (PMP) Candidate

2007 – Certified Housing Choice Voucher Specialist, Nan McKay

2006 – Certified National Affordable Housing Management Association Specialist, NAHMA

2000 – Certified Lean & Six Sigma Black Belt, Lockheed Martin

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