Customer Service Management

Blake Carroll

Ellicott City, MD

*******@*****.*** - 410-***-****

High performance candidate with strong investigative and analytical aptitudes that thrives in a mission focused

team environment. Five years of proven professional experience in the government sector working both as a

government employee and as a consultant. Desires to enhance knowledge and abilities by earning an MBA

with a focus in strategic and operations management. Enjoys statistical analysis and improving processes

and performance. Candidate’s goal is to become a valuable member of a company’s team of professionals to

improve performance and achieve strategic visions.

WORK EXPERIENCE

Senior Consultant

Booz Allen Hamilton - Washington, DC - December 2013 to February 2014

Responsibilities

• Provided program support for the client’s Business Continuity program to increase IT and facility resilience

• Development of plans and procedures, test scenarios, and training

• Gathered business requirements to improve and develop more efficient processes

• Analysis of data in excel to include sorting, vlookup, and queries

• Conducted performance management evaluation of incident response by measuring against SOP criteria

• Recommended technology to improve on division level responsibilities

Skills Used

Planning

Data Collection

Performance Management

Training

Research

Grant Program Manager

DC HSEMA - Washington, DC - February 2013 to November 2013

• Managed a portfolio of over $70M in federally funded security projects in Washington, DC and the National

Capitol Region (NCR).

• Performed a full range of grant management duties; programmatic and financial

• Reviewed contracts for compliance with federal and state regulations

• Wrote standard operating procedures to improve division performance following agency audits

• Monitored and evaluated projects including costs, schedule, and deliverables

• Analyzed quarterly project status reports against performance management criteria

• Developed and implemented performance management variables and criteria

• Identified projects at risk of failure and recommended corrective actions

• Provided strategic guidance to clients and helped resolve inter-jurisdictional issues by negotiating win-win

solutions

• Used access and excel databases to reconcile data between systems for reporting purposes

Research Analyst

University of Maryland, School of Law, Center for Health and Homeland Security - Reisterstown,

MD - January 2011 to February 2013

• Managed a portfolio of over $30M in federally funded projects for maritime security in the state of Maryland

• Coordinated program rollout, annual project evaluation and key decision making with the US Coast Guard

and Area Maritime Security Committee in Baltimore, MD

• Developed excel database for statistical analysis for funding distribution based on risk levels

• Performed a full range of grant management duties; programmatic and financial

• Reviewed contracts for compliance with federal and state regulations

• Wrote standard operating procedures for agency grants department and Emergency Operations Center

• Provided project management planning and critical path analysis for special projects

• Monitored and evaluated projects for costs, schedule, and deliverables

• Analyzed quarterly project status reports against performance management criteria

• Provided strategic guidance to clients and helped resolve inter-agency issues by negotiating win-win

solutions

• Developed proposals for a number of contracts including contract negotiations

• Used excel databases to reconcile data between systems for reporting purposes

Program Assistant

Randstad - Reisterstown, MD - July 2009 to January 2011

• Provided grant management assistance to a small staff of grant program managers

• Performed financial analysis and data entry duties

• Reconciled financial records between state financial system and grants management database

• Trained staff on grants management technology

• Attended meetings and recorded meeting minutes

Music Teacher

Various - Baltimore, MD - July 2004 to June 2010

Quality Control Analyst

Grady-White Boats - Greenville, NC - May 2003 to July 2003

Surveyed company's in-house stock and stock received from distribution to gather statistics of where damages

were occurring and how to mitigate damage frequency in an effort to control revenue loss pertaining to defective

stock.

Retail Associate (in-store)

Overton's Sport Center - Greenville, NC - July 1998 to October 2001

Provided quality customer service and sales support for the water sports department of a large sports retailer.

EDUCATION

Certificate in Project Management

University of Maryland, Baltimore County - Columbia, MD

2012 to 2012

Bachelor in Music

Towson University - Towson, MD

2004 to 2008

SKILLS

•Federal Grants Management •Contract analysis and negotiations •Proposal Development •Budgeting and

Accounting •Technical Writing •Project Management •Performance Management •Process Improvement

•Strategic Management •Operations Planning •Monitoring and Evaluation •Excellent Communication Skills

•Excellent Skills with Microsoft Office •Investigative and Analytical Thinker •Great Customer Service Provider

•4-5 Years of working with Local, State, and Federal/Military Clients •Strong Interest in Business Planning,

Project Management, Business Process Improvement and Strategic Management •Knowledge of MS Project

and Visio •Basic working knowledge of excel data analysis tools including pivot tables, Vlookup, and matching

queries •Beginner level understanding of SQL and its function – Self-taught •Excellent team player •Strong

willingness to learn new skills

Contact this candidate