Customer Service Project Manager

David's InformationLocation: Colorado Springs, COTitle: ManagerExperience: 12+ yearsWork Types:

Willing to Relocate: YesWilling to Travel: Do not mind travellingCareer Level: DirectorWork Status: U.S. CitizenInterests:

Non-Profit Organization ManagementMember Since: 2012-05-17 Helpful Links

-->

DAVID SHAFFER

8141 Kettle Drum St

Colorado Springs, Co 80922

H: 719-***-**** C: 719-***-**** E: ***********@***.***

OBJECTIVE I desire to work for a company whose vision is being the best in their industry, one that makes quality and customer service excellence a strategic priority while also greatly valuing their employees.

SUMMARY A Proven professional with more than 30 years of progressive responsibility. Professional and highly experienced administrator, corporate trainer/educator, project manager, team leader and team member, with a career history of managing complex projects in a fast paced environment. An expert in managing and supporting completion of strategic program goals, objectives and work processes. Possesses a strong knowledge and application skill set to lead and support operations of multi-faceted organizations. Strong planner and critical thinker, excels in problem solving and readily adapts to change while working either independently or as a team member, while always exceeding expectations. Possesses strong multi-tasking skills while being able to meet tight deadlines without compromise to quality. Actively supports staff development while facilitating strong working relationships. Possesses very strong written and verbal/presentation skills. An intuitive innovator with strong initiative and an outstanding ability to execute plans - each of these are my hallmarks.

EXPERIENCE

Owner, Passion Speaks, Inc. Mar 2011 - May 2012

 Providing small, non-profit organizations a means of conveying the passion of their organization's story.

 Grant research and writing.

 Media and public relations platforms and campaigns. Branding platforms

 Major donor gift development and management of donor relationships. Event Planning

President and CEO, Silver Key Senior Services, Inc. Sep 2007 - Feb 2011

 Paid off all debts, eliminating all debt service, leaving the corporation owning all assets outright.

 Established a policy of regularly investing unrestricted donations in the Silver Key Foundation, resulted in the Foundation growing by more than 30% or approximately $2 million from 2007 to 2011.

 Reduced program costs by 21% through process efficiencies. Increased program capacity by 5 to 17% based on individual programs.

 Built sustainable program revenue and increased overall revenue by 9%.

 Developed a board designated operating contingency surplus fund of $2.2 million as a buffer against the possibility of a long-term declining economy and subsequent potential loss in donor revenue.

 Led development initiative of an industry leading IT platform, facilitating the implementation of an outcome-based service model, which greatly enhanced productivity, program capacity and reduced operating costs. The National Council on Aging (NCOA) recognized this outcome-based service model initiative as a national best practice, during their 2009 Annual National Symposium, held in Washington, D.C..

 Co-founded, developed, incorporated and raised nearly $1 million in seed funding for a new non-profit, Specialized Transportation collaborative (ACT, Inc.) for at-risk adults and children, enhancing the capacity of Silver Key's transportation system while also driving a region-wide capacity enhancement, projected at more than 30% annually over the first 5 - 7 years, for all user's of specialized transportation.

 Developed and implemented a sophisticated and comprehensive resource development model which connected every staff member, volunteer, and work function to an annual centralized funding theme, putting all the wood behind the arrow and greatly improving the ability of the company to raise funding.

 Developed and implemented an annual, themed, fund-raising event that doubled stakeholder participation and revenue every year from 2007 - 2010, with 600 attending and $75000 raised in 2010 alone.

 Final authority for all financial management activities.

 Founding member of the Coalition to Address Abuse in Later Life (CAALL), leading the fight on issues of exploitation and abuse against seniors.

 Silver Key named first-ever non-profit recipient of the Excellence in Customer Service (EICS) Award as named in 2008 by the Southern Colorado Better Business Bureau.

 Silver Key named 2010 recipient of the Colorado Springs Business Journal's Best of the Springs - Silver Award for â Senior Care Programs.â

 Silver Key named 2010 recipient of the Joe Henjum Legacy Award as named by the Colorado Springs Senior Resource Council in recognition of being â Colorado Springs' Top Non-Profit Business for 2010.â

 Silver is a multi-year recipient of the El Pomar Foundation's Empty Stocking Fund and Colorado Assistance Fund.

Chief Operating Officer, Silver Key Senior Services Mar 2007 - Sep 2007

 Reorganized operations under a three-directorate operating model; subsequently reduced operating cost through elimination of redundancy and continuous process improvement.

 Acquired donor funding to support renovation of operations work centers while facilitating further process improvement and cost reduction. This long-term renovation enhanced customer service by increasing program capacity by more than 18%. The renovation project costs where further reduced when all labor costs were donated through a collaborative agreement with another non-profit organization providing a skills/trades training program for former prison inmates transitioning back in to society.

 Responsible for profit and loss as well as budget planning for all operations.

Director of Programs and Operations, Silver Key Senior Services, Inc. Jan 2006 - Mar 2007

 Led development initiative and implemented a first-ever customer service excellence program, placing customers in advisory positions throughout the organization from the Board of Directors to process action teams and the company's quality council.

 Enhanced staff's core competencies through development and implementation of career path training, awards and recognition programs and a performance recognition and planning program.

 Developed and implemented a first-ever dedicated human resource function, resulting in reduction of risk.

 Developed and implemented a company wide safety training program, reducing worker's compensation costs by nearly 7% annually over a 4-year period.

 Responsible for profit and loss as well as budget planning for all operations.

Director of Residential Services, Silver Key Senior Services, Inc. Dec 2003 - Jan 2006

 Reduced Home Care annual operating costs by 60% while increasing program capacity by 28% through elimination of redundancy and inefficient practices, while leading a paradigm shift in the way Home Care is administered to Silver Key's clients, efficiencies resulted in higher production and happier clients.

 Reduced home care administrative staff by 80% through implementation of technology innovations. Staff reductions were accomplished through attrition and lateral transfers to support employee morale.

 Reduced annual staff travel costs by more than 70% through more efficient scheduling of staff through implementation of GIS software integrated with client database/account management software.

 Implemented customer account management, providing a more efficient means of tracking all allocated funding (private pay, grants and Medicaid) for services provided each customer.

 Responsible for profit and loss input.

Branch Director, Kelly Home Care Services, Inc. May 2002 - Dec 2003

 Enhanced customer service excellence - while the Denver Branch moved from number 68 nationally to number 12 nationally (according to JD Powers and Associates).

 Won numerous national quarterly sales performance awards and contests for both the resulting in increased FY 2003 revenue over FY 2002 revenue. Responsible for profit and loss.

 Successfully managed a 6-month data migration project as Kelly Services updated hardware/software systems to increase program efficiency and capacity.

First Sergeant (Personnel Manager), USAF Academy Hospital Jan 1999 - May 2002

 Provided outstanding personnel management to a hospital staff of 1100 personnel stationed at multiple locations as evidenced through both the 2001 Hal Pitt Leadership and the 2001 First Sergeant of the Year Award(s).

 Cost center manager (Profit and Loss Statement input).

Co-Founder/Chief Operating Officer, FACES, Inc. Jan 1999 - Feb 2002

 Wrote and developed two experiential-based training programs (Mentor and Choices Day ©) to support high school students dealing with the issue of bullying and providing skills to combat the problem.

 Wrote the business plan and incorporated the company and subsequently transitioned the company from a limited liability corporation to a non- profit 501c3 organization.

 Developed and implemented the first 3 - 5 year strategic plan, marketing plan and sales plan for the company as well as conducting sales campaigns to school districts in Colorado, New Mexico, Texas, Oklahoma and Kansas as well as being responsible for profit/loss and budget planning for all operations.

EDUCATION

Bachelors (Studies), Business Management 92 Hours Comp (Approx)

Strayer University

Washington, D.C.

Associates Degree, Administrative Services Jul 1996

Community College of the Air Force

Maxwell AFB, AL

Associates Degree, Instructional Systems Development Jul 1996

Community College of the Air Force

Maxwell AFB, AL

REFERENCES Available upon request.

AFFILIATIONS See Attachment.

Contact this candidate