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Customer Service Executive

Suwanee, Georgia, 30024, United States
January 25, 2018

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*** ******* ****

Sugar Hill, GA. 30518 /478-***-****


Executive coordinator offering 13 years expertise with the Department of Defense in C-level support. Administrative and process development and improvement, project planning and consulting in a fast paced, deadline driven environment. Twenty-four years program management and daily operations supervision in mental health services, including resource allocation, treatment planning, recruitment, on-boarding, work with leadership fostering partnerships, and inter-agency coordination. CORE QUALIFICATIONS

• Research and Analysis • Process Improvement • Clinical and Social Assessments • Training and Development • Employee Relations • Documentation and Records Management • Problem Resolution • Leadership Development • Communications • Change Management • Compliance Initiatives • Customer Service AWARDS

Time-off Awards (2006, 2011, 2013, 2014), Notable Achievement Award (2011), Community Service Award

(2010), Co-Chair, Integrated Services Delivery System (2007-08), Co-chair, Community Action Board (2007), Co-Chair, Voluntary Protection Program (2006-08), Civilian Wellness Team Lead (2005-06), Benchmarking Subject Matter Expert (2003-13), Chamber Award for Community Services (1995), Governor’s Internship, Psychology Research Assistant


Executive Coordinator

Center for Action & Contemplation – Albuquerque, NM 05/2015 – 05/2016 Sole executive support to multiple departments in a non-profit educational center.

• Streamlined scheduling process for CEO, department leads, multiple committees, ensuring accurate itineraries for engagements in the U.S. and abroad

• Introduced automated processing tool for 2000+ international donations per month.

• Initiated first 'on-boarding' process in 26 years for new hires.

• Filtered and recorded 6,000 archived teaching publications; ensuring review and/or renewal of contracts.

• Maintained monthly scholarship database, processed grant applications and ensured accurate reporting metrics.


• New and improved office processes resulted in space allocation for staff increases and streamlined procedures, eliminating waste.

• Calendar maintenance for founder and departments ensured proficient scheduling of speaking engagements, web-casts, conferences, and live-stream events.

• Timely responses to constituency produced ongoing support of educational programs. Division Executive Administrative Officer

Department of Defense - Robins AFB, Ga. 04/2011 – 07/2014 Assistant to Division Chief and liaison for multiple defense agencies, acting in Chief's name.

• Accurately assigned tasks and congressional inquiries to branches as the Division's Lead, and interpreted decisions for personnel.

• Conducted investigative research, trained personnel in operational policies, metrics reporting, and documentation.

• Restructured and managed SharePoint as the knowledge bank/tracking tool for reporting to leadership. Results:

• Authored and conducted process training and averted employee resistance to change and organizational realignment, impacting 18,000 personnel.

• Remedied administrative overload on support staff in multiple units through introduction of Operational Process Guide for web-based processes used in the Division.

• Designed and implemented reporting methods that ensured leadership awareness of priority tasks.

• Steered a 'push' system through new reporting methods, posturing leaders to respond to Headquarters queries ahead of schedule.

Organizational Consultant

Department of Defense - Robins AFB, Ga. 09/2006 – 04/2011 Program Manager for Employee Engagement initiative and champion for wellness and safety-focused cultural change program.

• Targeted and remedied issues impeding efficiency through development of conflict resolution, impact planning, and time management training.

• Drove HR and inter-agency programs to realign services to employee needs, based on Center-wide needs assessments.

• Tackled responsiveness and intervention among personnel through initiation of Suicide Prevention and Violence Awareness Programs.


• Restructured Civilian Voluntary Leave Program. Restored leave authorizations for those previously terminated from program due to inadequate program oversight.

• Improved workforce engagement and efficiency by 30% in six months, per satisfaction survey results, through coaching in human capital development and communication.

• Initiated Voluntary Protection Program (VPP) as interim Chief of Organizational Consulting (Jan-Aug 2008) in accordance with OSHA regulations.

• Garnered 22% reduction in sick leave and workman's compensation claims in six months, while VPP Co-chair. Process and Change Analyst

Intergraph Government Solutions, Warner Robins, Ga. 03/2001 – 09/2006 Analyst for process changes and improvements among multiple divisions of Robins AFB.

• Reduced waste, streamlined processes, and increased efficiency in the division, through directed process improvement (Lean) efforts, per post event results metrics.

• Designated Benchmarking Subject Matter Expert and sole certified liaison for external industry and Robins AFB.

• Designed and marketed the first Civilian Wellness Campaign for Robins AFB.

• Authored Cultural Transformation Plan and defined critical processes designed to serve the mission. Results:

• Recruited as Communications Lead for cultural change, based on distinctive marketing techniques used to promote Lean initiatives at the Center.

• Recruited by Commander as Wellness Team Lead to tackle employee health issues via accelerated educational awareness and success story reporting.

Assistant Program Director

Georgia Industrial Home, Macon, Ga. 06/2000 – 11/2000 Program oversight and direction of residential facility (ages 5 to 18).

• Directed multi-disciplinary conferences, ensured services coordination and expedited appropriate treatment referrals.

• Created job descriptions, lead interviews, selected new hires, and trained 30 staff in behavior modification and treatment planning.

• Educational and vocational liaison for residents and Dept of Education agencies.

• Directed aftercare and life skills training of residents. Results:

• Slashed grievances and staff complaints by 33% in six months, due to revised performance feedback techniques, appraisals, weekly audits and staff training.

• Independent living skills and medication management training prepared residents for seamless integration in the community upon discharge.

Adult Psychiatry Coordinator

Mercer Health Systems, Macon, Ga. 12/1998 - 05/2000 Chief executive support and coordinator for psychiatric providers in large private practice.

• Ensured extended outpatient care services for 200+ patients, based on accurate pre-authorizations and negotiated rates with managed care providers.

• Educated patients, families and caregivers on medications and regimens required for outpatient stability as sole pharmaceutical liaison for the practice.

• Coordinated and maintained schedules of multiple providers, reporting to Director Results:

• Accurate documentation for pre-authorizations ensured timely outpatient treatment services, and averted possible hospitalizations.

• Closely monitored treatment plans and negotiated managed care rates, permitted ongoing outpatient treatment and medication crucial to patient stability.


Case Management Supervisor, Phoenix Ctr Behavioral Health 01/1996 – 08/1998 Facility Director, Phoenix Ctr Behavioral Health 01/1994 – 01/1996 Unit Director, Methodist Residential Facility 08/1990 – 09/1993 Social Worker, Masonic Residential Facility 01/1989 – 07/1990 Psychometric Consultant, Center for Family Psychiatry 08/1987 – 01/1989 Intake Worker/Psychometrics, Psychiatric Health Services 12/1985 – 02/1987 TRAINING

Self Inspection Program • Protocol • Character First • Diversity in Business • Suicide Prevention • Violence Awareness • Talent Management Bootcamp • Human Resources • Executive Coaching • Mindset of Leadership • Customer Service • Effective Communication • Change Management • Process Benchmarking, Best Practices • Process Improvement, Best Practices • Voluntary Protection Plan, OSHA • Knowledge Management EDUCATION

Master of Education in Behavioral Services Georgia Southwestern State University Bachelor of Science in Psychology Georgia Southwestern State University

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