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Manager Management

Bowie, Maryland, United States
May 30, 2017

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Bowie, MD ***** (H) 202-***-****

Professional Summary

Results-focused management professional offering years of progressive leadership experience. Transformshigh-potential staff into outstanding leaders who demonstrate the creativity and savvy that is critical tofinancial and operational success.I am versed in all aspects of operations management, from scheduling andfinance to production and marketing. Possesses exceptional communication, organizational andpresentation capabilities. I also have to talent to flexible and innovative management professional skilled atseeing the “big picture” while still also focusing on the details.


Project planning and development Natural leaderCustomer relations specialist New product introductions strategiesQuality assurance and control Employee relationsProcess improvement Performance evaluationsUnsurpassed work ethic Work flow planningResults-oriented Superb time management skillsHRIS, HR Connect, J-pas, Eqip, Kronos, Avaya, Project managementCitrix, VM Ware, MS Office, Peoplesoft, SocialMedia

Work History

HR Generalist 09/2016 to CurrentConsulting/ Short term Assignments – Knoxville, Tennessee, United States

Educated and advised employees on group health plans, voluntary benefits and 401(k) retirement plans.Developed company personnel policies, standard operating procedures and employee handbooks.Audited workplace, employee and management policies and procedures.Developed and facilitated all new-hire orientations.Developed company personnel policies, standard operating procedures and employee handbooks.Conducted job analysis and job evaluations, resulting in quality job specifications.Built a comprehensive employee recruiting strategy.Shadowed employees to determine an accurate description of the duties and skills required for eachposition.

Operations Special Projects Manager 04/2013 to 11/2016USAA/ Sitel Operations – Oak Ridge, TN

Established operational objectives and work plans and delegated assignments to management team.Completed performance reviews each quarter, offering praise and recommendations for improvement.Compiled and draft weekly, monthly, quarterly and yearly reports on sales progress, trends, attrition, retention,and individual and employees development. Manage 12-18 front line supervisors that are responsible formanaging the day-to-day operations of a team of representatives handling customer inquiries and issues.Management of support staff of 15-20 and communicate all change management requires areimplemented in a timely clear fashion. Insure client, corporate service, quality, and contribution goals,financial, metric and associate satisfaction goals within the site are met. Provide leadership andmanagement to associates; provide training and development of supervisory team. Coach and mentorteam supervisors. Regularly conduct supervisor team meetings. Supervise multiple teams for one or moreclients.Develop, conduct and oversee all department recruiting, hiring, on- boarding, retention and separation.Including but not limited to initial interview, internal and external job postings, employee tracking (payroll,ADA, FMLA, benefits, employee conflict enforcement and mitigation).

Project Operations Manager / Protection Enforcement 08/2004 to 08/2011DTM Corp/ DoD contractor – Silver Spring, MD

responsible for approximately 200 employees on a DOD security contract. 10 direct reporting supervisorsReduced employee turnover by 5% through shift bid, creating agent tracking of attendance basedsurveys taken by building employees, availability, and seniority on a quarterly basisEstablished and maintained 3 vendor partnerships (DOD, building owners/management and DTM Corp).Establish operational objectives and work plans Completed 200+ performance reviews ( every 6 months)including feedbackMaintain safety and integrity of building procedures ( Post Orders)Carry out surveillance via CCTVPerform inspections Analyze data and conflicting facts and arrive at well-reasoned solutions whilecoordinating and submitting all findings with office of Security for DODShop Steward for union ( 2 years)

Talent Acquisition Recruiter 07/2004 to 06/2006Kenney & Co Staffing – Clinton, MD

Primary point of contact for client and talent ( approximately 40) .Primary resource for client/ talent on-site visits.Pair media outlets via web- application/Maintained and updated media contacts for client.Researchedand improved media contact effectiveness. Updated client information for web application.Posted allarticles and advertisements regarding clients according to client needs.Maintained client and employeedatabase.Cultivate and improve client relationship and bridge new relationships with new companies andpotential employees.Recruited personnel read, reviewed, and submitted resumes.Interviewed potential clients and talentNegotiated talent/ client wages

Operations Manager 04/2004 to 07/2006Williams Top Event Management and Security – Washington, DC

Provided Security Presence, population control, enforced rules and regulations of the establishment.Monitor ingress and egress via front entrance and checked for proper and valid identification.Coordinated with manager all concerns.Maintain payroll, conduct staff review, interview, hire, evaluate terminate personnel.Manage and provide restaurant, security and after hour personnel for various establishment throughoutthe greater Washington, D.C and Prince George\'s County Maryland areas.Directed the work of25 independent contractors.


Associate of Science: Sociology/ Business CurrentPellissippi State Community College - Knoxville, TN

Health Science focus in Nuclear Medicine 8/2012

South College - Knoxville, TN

High School Diploma: 5/1999Bowie High - Bowie, MD

GPA: College prep focus in marketing

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