Manager Customer Service

Edward Stephen Houston

**** ***** ********** ******, ******** Park MN 55445 - 865-***-****

***********@*****.***

Executive Summary

A dedicated program manager that desires to work within the framework of an

organization that is accustom to meeting challenges and achieving results

in addition to addressing customer focus and strategic planning issues.

Core Qualifications

Client account management Staff training

Inventory control Employee workforce scheduling

Change management Policy program development

Staff development Consistently met goals

Business development Instructing educational materials

Professional Experience

Customer Service Representative

September 2010 to September 2013

U.S. Small Business Administration - Atlanta, GA Full-Time Seasonal 40Hrs

When Deployed

Responsibilities include serving as team leader in remote disaster areas

assigned in partnership with FEMA throughout the United States, providing

disaster relief to victims, i.e., homeowners, renters, and non-profit

organizations. Our objective was to facilitate relief in terms of

administering emergency funding for destroyed homes, rental homes, loss of

business assets, and emergency shelter. As team leader, I was task with

managing and training new disaster personnel in addition to collaborating

cross-functional initiatives with FEMA managers and team leaders.

Program Director

December 2007 to 2008

Reflection Treatment Agency - Knoxville, TN Full-Time 60Hrs, Agency Closed

December 2008

Responsibilities include managing the residential treatment facilities

program staff as well as assisting in the implementation of workforce

planning. I supervised and managed forty-five direct care staff members.

My core functional responsibilities include managing program activities in

addition to developing program behavioral models to address youth program

communication needs. Other related responsibilities include serving as

communications liaison officer in reference to youth criminal judicial

matters when directed by the Facilities Administrator. When called upon, I

served as interim Facility Administrator in the absence of the director.

In addition, I was required to develop risk assessment training to increase

awareness of potential threats for youth-on-youth, youth-on-staff violence

and escape. Reflections were level two youth sexual offenders secured

facility, ages from 11 to 18 years old.

Residential Facilities Manager

December 2006 to 2007

Child & Family Tennessee - Knoxville, TN Full-Time 60Hrs

Responsibilities include managing the residential treatment continuum

program in Blount County Tennessee. The therapeutic intervention program

consists of housing adolescence between the ages from 11 to 18. My core

functional responsibilities include coordinating new residential admissions

and perform initial behavioral intake assessments for new clients as well

as coordinate physical and therapeutic social needs with contracted

community outreach resource and assisted in the medication administration

to ensure that all program clients received their appropriate psychotic

medications.

In addition, I regularly communicated program strategies with the Director

of Residential Services as well as monitored program compliance.

Education

Colorado Technical University

Colorado Springs CO, United States

Bachelor of Science in Criminal Justice GPA 3.84 (Graduated with Honors)

My studies in criminal justice prepared me with adaptable skills for

interact with most cultures in society as well as helped me to focus on the

important of ethics and the high degree of professionalism expected as a

teacher, instructor, and a manager of resources.

Certificates of Achievement

United States Naval Veteran

Graduate Level - Project Management

Graduate Level - Change Management

Graduate Level - Business Administration

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