Customer Service Management

Shannon Young

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

Address: *** ****** ****

City: Raleigh

State: NC

Zip: 27604

Country: USA

Phone: 757-***-****

Skill Level: Management

Salary Range: $75,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

SHANNON ELIZABETH YOUNG

254 La Valette Avenue, Norfolk, Virginia 23504 757-***-**** **********@*****.***

PROJECT MANAGER / MANAGEMENT CONSULTANT

QUALIFICATIONS SUMMARY

Highly accomplished and resourceful project leader and management consultant with ten years professional experience to include over seven years of organizational strategy and program management experience supporting the US Navy and four years of direct project/contract/financial management and business development experience. Offers deep functional expertise and a proven track record of successful execution across all project life cycle phases, from coordinating with partners and key stakeholders to develop statements of work, to incorporating change management in execution to ensure buy-in and successful anchoring of new processes, to reporting success and documenting project completion. Regarded as an assertive and dedicated professional, manager, and team player focused on her staff, client, and addressing organization needs through relationship-building and design and implementation of innovative, customized solutions.

CORE COMPETENCIES

Consulting Skills

Project/Contract Management

Change Management

Critical Thinking & Problem-Solving

Strategic Planning & Implementation

Group Facilitation

Proposal & Business Development

DoD Program & Financial Management

Organizational Improvement

Personnel Management & Development

Communication

MS Office Suite

PROFESSIONAL EXPERIENCE

BOOZ ALLEN HAMILTON Norfolk, VA, USA

Sr. Defense Research Analyst/Lead Associate: Sep 2008-Present

Sept 2008 - Present: Expertly offers consulting services to multiple clients within Commander, Navy Installations Command (CNIC), the authority for Navy base policy and program execution oversight, and Department of Veterans Affairs (VA). Provides contract, financial, and staffing management, task planning, reporting, and deliverable oversight and development for multiple, concurrent task orders valued at over $2M. Promotes the growth of existing business and addition of new business to the Installations, Health, and Environment program portfolio.

Career Highlights:

Staffed, led, and developed a team of more than 12 consultants across human capital strategy, instructional systems design, organizational strategy, communications, performance measurement, process improvement, analytics, and IT capabilities to drive the successful transformation of a Navy Training and Education Program

Coordinated and facilitated more than 100 working groups across the US and abroad as part of an analysis required to develop an organization`s first-ever baseline of mission-critical individual training; this initiative (-Training-to-Task-) was awarded an Excellence in Practice award in Learning Management by the American Society for Training and Development (ASTD) in 2012 and highlighted in the 2012 Booz Allen Annual Report

Oversaw the development of an MS SharePoint enterprise training management and planning tool, an MS Access financial/capability delivery risk mitigation tool, and necessary training materials and user-guides

Coordinated and provided functional expertise in the development of an enterprise process model for the Navy Housing Program that included identification of core functions, metrics, and cost-drivers, and representation of key processes and activities in maps created using MS Visio; model has increased leadership visibility of program operations and will enable the identification of opportunities for more cost-effective operations and increased customer satisfaction across more than 50 service centers located world-wide

Provided subject matter expertise to an instructional design team in the development of change management training curriculum for VA executive leadership

Contributed to the award of over $9M in new business in 2012, to include expansion into a new market, by providing capture and proposal coordination and writing support

Designed and implemented an office-wide campaign to raise payroll deduction donations for the Help and Emergency Response (H.E.R) Shelter which enabled nomination for the H.E.R. Empowerment Project as a 2012 finalist for the Booz Allen Excellence Award for Community Service

DEPARTMENT OF DEFENSE (DOD) Naples, Italy

Program Management Analyst: Jun 2007-Dec 2007

Provided support to standardize a regional manpower and human resource program to include: gathering, evaluating, and discussing information related to the current and future program/project workload, performance metrics, goals, and vision for business programs with diverse functions and periodic changes in workloads, budgets, staffing, work processes, and objectives.

Career Highlights:

Constructed a strategic planning model which was implemented as the standard framework for all departments within the organization

Assumed a significant role in the development and communication of a strategy to successfully reorganize the Human Resource Management branch which resulted in enhanced service delivery and more efficient oversight and resource management

Fulfilled expanded responsibilities as departmental coordinator for the organization`s business risk management program

Achieved the Civilian of the Quarter for third quarter of 2008 for unparalleled performance on numerous projects utilized by the department and the organization

Financial Management Analyst: Jul 2005-Jun 2007

Developed and monitored execution of a $3.1M budget for the Navy Personnel, Administration, and Support Services (PASS) program and enabled successful reorganization and centralization of program administration.

Career Highlights:

Conceptualized, implemented, and trained government personnel in Spain, Italy, Greece, and the UK on a new federally-mandated web-based travel system, minimizing administrative workload, elevating traveler satisfaction with the process, and ensuring compliance with DoD travel regulations

Initiated and executed the Government Purchase Card Program online invoice reconciliation and certification process, drastically increasing accounting and bill paying accuracy and efficiency while reducing delinquencies

Identified and secured requirements for the closure of a regional program office, transition of fiscal responsibilities and duties to a centralized office, and reorganization of 11 European offices and personnel

TOWERS PERRIN (WATSON) Chesapeake, VA, USA

Benefits Specialist: Jul 2002-Nov 2004

Provided superior customer service to Boeing and Collins & Aikman retirees and beneficiaries and served as a member of an exclusive team managed the successful start-up and implementation of two major Boeing subsidiary companies` pension administrations, with combined retiree populations of 25,000.

Career Highlights:

Played a pivotal role in the data clean-up and system testing initiative at Jeppesen Headquarters in Denver, CO, resulting in the ability to streamline pension calculations through automation while decreasing administrative and labor costs for pension administration

Boosted overall efficiency, consistency, and accuracy of the client delivery team in completing complex calculations, verifications, data management, benefits research, and payment setup actions through implementation of standard operating procedures and training

Earned distinction for delivering first-rate customer service and issue resolution to benefit recipients

EDUCATION AND CREDENTIALS

MASTER OF BUSINESS ADMINISTRATION: 2008

University of Phoenix Online

BACHELOR OF SCIENCE IN PSYCHOLOGY: 2000

University of South Carolina Columbia, SC

Change Management Advanced Practitioner (CMAP) Georgetown University: 2011

AFFILIATIONS AND ACTIVITIES

American Society for Training & Development (ASTD)

Project Management Institute (PMI)

Volunteer, H.E.R. Shelter: 2011-Present

Volunteer, Animal Rescue of Tidewater (ART): 2011-Present

Fundraising Chairman, Surface Officer Spouses Club, Fundraising Chairman: 2002-2004

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