Customer Service Manager

Lonnie J. McNair

*** **** ******, ******* *******, MD 20743 / 301-***-****

Email: *******@**.***

Planning ● Operations ● Management ● Execution ● Change Agent

Areas of ExpertiseActive TS/SCI Clearance

Professional Experience

UNITED STATES ARMY 1987 – 2012Seasoned professional with experience in planning, developing and executing near term and long-range strategiesOver 24-years of proven leadership, teaching, delivery and enhancement with management skills in the design and evaluation of effective programs; proven record of flexibility and adaptability to any positionExtensive operational background and research with outstanding facilitation and presentation, needs assessment, and excellent organizational skills; continuously recognized as an outstanding supervisor, leader, and trainer with the ability to motivate others to higher levels of performance with a passion to make a differenceVisionary, goal-driven work ethic combined with solid team collaboration competencies and individual strengths utilizing sound follow through and detail orientation to plan and manage projects from conception to successful completionMulti-tasking abilities in a fast-paced environment while providing high quality service and great attention to detailExcellent oral, written, and presentation skills with strong problem solving/issue resolution abilities

BATTALION COMMANDER & ASST PROFESSOR OF MILITARY SCIENCE/SENIOR EXECUTIVE

Commander of a United States Army Recruiting Organization & Senior Leader of an Army Officer Training OrganizationRepresented the organization at various internal and external meetings; authorized to make decisions on behalf of the organizationManaged all resources to include monetary budgets in accordance with cost control practices while achieving 100% of objectives with 50% reduction in costs; achieved maximum return on investments within allocated budget while minimizing expenses on a continuous basisInstituted leadership development/mentoring programs for 11 managers, 43 supervisors, and 230 employees in order to achieve the Army’s recruiting objectives; met 100% of the organizations accession requirements for enlistmentsConducted quarterly counseling, annual evaluations, and managed recruiting, training, development, mentoring, and performance for 11 managers and 43 supervisors; ensured milestones and objectives were met by holding weekly/monthly/quarterly business reviews in support of the organization’s goals and objectives Increased the Army Market Share by 25%-50% throughout the region resulting in the recruiting mission being exceeded for fiscal years 2010 and 2011Improved organizational effectiveness in the area of personnel readiness and recruiting operations by over 25%Increased the timeliness of award recognition amongst employees to 95% effectivenessFostered and cultivated relationships and community networks of Army supporters consisting of educators, community leaders, politicians, government officials, and business leaders throughout the region Established TQM measures by restructuring operational procedures in 43 facilities throughout the region resulting in 50% fewer customer service complaints; set the conditions and standard for addressing all customer complaints in a tactful and professional manner throughout the organization Implemented change management to adjust and achieve the increased objectives for the recruitment of individuals with selected skills to meet special accession requirementsRecruited, trained, and planned the operations for officer candidates in the ROTC Program for the United States Army through team building and leader development exercises; implemented training exercises and evaluation standards in order to assess the growth of all personnelServed as the Retention Board President for officer candidates that violated Army policy; chaired and led the board to determine if officer candidates should be retained in the Army Reserve Officer Training Program Advised senior leadership on impacts of funding levels on a quarterly basis while tracking allocations and expenditures of the budget on a monthly basis Advised senior leadership on recruitment and retention of employees as well as advised on procurement policies and issuesPrepared and briefed senior level leadership on space allocation of new facilities and renovation actions of existing facilitiesRedistributed resources to meet changing objectives of the organizationConducted fleet management for 190 vehicles with zero accidents by implementing a safety and driver’s training programImplemented an organizational inspection program with supervisors through staff assistance visits which enforced compliance and improved operations throughout the organization

ASSISTANT CHIEF OF STAFF, G1/SENIOR HUMAN RESOURCE SPECIALIST

Principal Advisor on Personnel Operations to the Commanding GeneralProvided personnel guidance, customer service, sustainment and integration via change management to Soldier Support Systems to a 20,000 personnel organization; established behavioral health management systems and integrated numerous programs such as Suicide Prevention into Fort Bliss systemsRepresented the organization at various internal and external meetings; authorized to make improvements and implement plans on behalf of the organizationInterfaced with local agencies, higher headquarters, and subordinate organizations on total quality management programs affecting personnel to include staffing, training, research analysis, reporting, and change managementManaged personnel distribution and provided guidance to lateral and subordinate personnel managersActivated a new personnel department with an emphasis on lean operations in order to manage the largest growing organization in the Department of DefenseFlawlessly managed the operational readiness of thousands of mobilizing Soldiers and CiviliansPerformed staff assistance visits in order to teach, coach, and mentor resulting in improved personnel operations within their organizations

DEPUTY CHIEF OF STAFF/SENIOR EXECUTIVE

Lead Staff Liaison Officer for the Commanding GeneralServed as the Chief of Staff in his absence; Represented the organization at internal and external meetingsCoordinated and directed the daily activities of over 20 agencies located on Ft. Bliss, Texas through lean operations and operations managementPerformed operational research analysis and advised executive level management on organizational improvements in order to increase organizational performanceAdvised senior leadership on impacts of funding levels on a quarterly basis while tracking allocations and expenditures of the budget on a monthly basis Advised senior leadership on recruitment and retention of employees as well as advised on procurement policies and issuesPrepared and briefed senior level leadership on space allocation of new facilities and renovation actions of existing facilitiesRedistributed resources to meet changing objectives of the organizationUtilized leader development and change management to implement policies and procedures to ensure the organization had effective programsManaged multiple complex projects directly related to the success of the organization through total quality management Led and facilitated numerous executive level conferences, meetings, and social events with other DoD and Government AgenciesPlanned, supervised, and executed several Senior Leader Offsite Conferences for the Commanding General 100% success rate in the management of all reports, awards, and suspense’s across the organizationConducted quarterly counseling and annual evaluations on the staff to ensure professional development and successful completion of assigned tasksServed as the government credit card approving official

BRIGADE DEPUTY COMMANDER/SENIOR EXECUTIVE

Senior Leader of An AIT Transportation and Air and Missile Defense OrganizationServed as the Commander in his absence; Represented the organization at internal and external meetings; authorized to make decisions on behalf of the organizationLed a 2,500 person (civilian and military) organization to include managing an annual budget in excess of $65MSupervised multiple complex projects and annually managed $35M in government contracts; monitored and managed the day-to-day aspects of all projects ensuring milestones were met in accordance with approved plansAdvised senior leadership on impacts of funding levels on a quarterly basis while tracking allocations and expenditures of the budget on a monthly basis Advised senior leadership on recruitment and retention of employees as well as advised on procurement policies and issuesPrepared and briefed senior level leadership on space allocation of new facilities and renovation actions of existing facilitiesRedistributed resources to meet changing objectives of the organizationProvided feedback through quarterly counselings to ensure professional development and coordinated/synchronized the daily activities for 10 supervisors and 70 managers to ensure completion of assigned projects and tasksDeveloped and implemented process/procedures which reduced government contract processing time by 50% and increased contract awarding by 90% ; managed contract modifications and monitored contracts to ensure requirements were being met in accordance with the contract statement and scope of workManaged the transition of daily operations from Ft. Bliss, Texas to Ft. Sill, Oklahoma in support of congressional lawPerformed needs assessment and evaluation of training programs; achieved a 95% success rate in the management of all reports, awards, and suspense’s across the organizationPerformed fleet management for a fleet of 300 vehicles while maintaining a 98% fully-mission capable (FMC) rate Implemented an organizational inspection program by conducting staff assistance visits with primary leaders in the areas of personnel administration, operations, and logistics designed to teach, coach, mentor an d improve the performance of subordinate leaders and managers within their organizations

BATTALION EXECUTIVE OFFICER/SENIOR MANAGER

Senior Leader for an Air and Missile Defense OrganizationServed as the Commander in his absence; Represented the organization at internal and external meetings; Authorized to make decisions on behalf of the organizationSupervised the training, logistics, and maintenance for 400 personnel and equipment valued in excess of $232MDirectly coordinated, synchronized, and managed staff activities, training, development, mentoring, and performance for 6 managers and 60 employees through quarterly counseling and annual evaluationsManaged an annual budget in excess of $35M and managed a government contracting budget in excess of $25MAdvised senior leadership on impacts of funding levels on a quarterly basis while tracking allocations and expenditures of the budget on a monthly basis Advised senior leadership on recruitment and retention of employees as well as advised on procurement policies and issuesPrepared and briefed senior level leadership on space allocation of new facilities and renovation actions of existing facilitiesRedistributed resources to meet changing objectives of the organizationElevated staff professionalism, morale, and performance by holding weekly/monthly/quarterly business reviews in support of the organization’s goals and objectives resulting in 100% improvement of staff operations in support of operational demands; achieved a 99% success rate in the management of all reports, awards, and suspense’s across the organizationDeveloped and implemented logistic and maintenance process/procedures via TQM resulting in the organization placing first in both categories for the TRADOC Maintenance and Supply Excellence AwardDeveloped and implemented an organizational inspection program which improved the productivity of the staff in the areas of personnel administration, operations, and logistics while increasing the effectiveness of the organizationServed as the government credit card approving official

BATTALION/BRIGADE OPERATIONS OFFICER/SENIOR MANAGER

Senior Leader and Planner for a Headquarters Air Defense OrganizationSupervised and led the staff activities and training of operations departments consisting of 4 managers and 45 employeesServed as the Officer in Charge (OIC) in the Tactical Operations Center (TOC) during numerous deployments and training exercisesRepresented the organization at various internal and external meetings; authorized to make improvements and implement plans on behalf of the organizationManaged the operations for 1,000 personnel and equipment valued in excess of $200MDeveloped, trained, and implemented numerous contingency plans, mission rehearsal exercises (MREs), and exercise evaluations (EXEVALs); prepared feedback through written evaluations and conducting after action reviews (AAR) with the evaluated organizationsConducted operational research and analysis on the organization’s performance and advised the Senior Commander (President/CEO) on courses of actions to improve the organization’s effectiveness

MOBILE LIAISION TEAM OPERATIONS OFFICER/SENIOR MANAGER

Leader and Planner for a Support Organization of a United States Army Major Command ElementRepresented the organization at various internal and external meetings; authorized to make improvements and implement plans on behalf of the organizationServed as the Officer in Charge (OIC) in the Tactical Operations Center (TOC) during numerous training exercises and deploymentsLead the teaching, training, and directing the operations performance of a 23-person liaison teamProvided written daily reports that were used to update top civilian and senior military officialsDeveloped and implemented training exercises and contingency plansProvided feedback through written evaluations and formal after action reviews with team playersDirectly responsible for serving as the advisor on all organizational mattersFacilitated the coordination between U.S., Foreign, and subordinate command organizationsPrepared and provided daily training on system capabilities and limitations and how to achieve maximum effectivenessServed as the government credit card approving official

INSTRUCTOR-UNIVERSITY OF PHOENIX 2009 – 2010

Critical Thinking Instructor in the School of Business ManagementTaught decision-making and practical problem solving techniques in accordance with established theories and practical experienceDeveloped and implemented course curriculums, training plans, and lesson plans in a manner that were easily understoodAttained and maintained a 99% pass rate for undergraduate studentsProvided weekly feedback and counseling to students in order to ensure their proper development and successful completion of assigned lessons

Education

EXECUTIVE STAFF & MANAGEMENT CERTIFICATION, Maxwell AFB, AL MASTER OF ARTS – MILITARY OPERATIONAL ART & SCIENCE, Air Command & Staff College MASTER OF ARTS – MANAGEMENT, Webster UniversityBACHELOR of ARTS – POLITICAL SCIENCE/PUBLIC ADMINISTRATION, Norfolk State University

Professional Development

UNITED STATES ARMY SENIOR MANAGER’S TRAINING COURSE – 2008UNITED STATES ARMY TRAINING DEVELOPMENT MIDDLE MANAGER’S COURSE – 2006UNITED STATES ARMY SYSTEMS APPROACH TO TRAINING COURSE – 2006UNITED STATES AIR FORCE AIR COMMAND AND STAFF COLLEGE - 2004UNITED STATES ARMY COMBINED ARMS SERVICES STAFF SCHOOL – 1998UNITED STATES ARMY AIR DEFENSE ARTILLERY OFFICER ADVANCED COURSE – 1996UNITED STATES ARMY BASIC MAINTENANCE OFFICER COURSE - 1992UNITED STATES ARMY AIR DEFENSE ARTILLERY OFFICER BASIC COURSE – 1992UNITED STATES ARMY AIRBORNE SCHOOL - 1990

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