G
RACE MCGEE Training Manager & Management
Consultant
Operations Management ~ Process
Improvement ~ Training & Leadership
Highly skilled Manager and Consultant with an impressive track record of
delivering strategies and process improvements that result in high-level
customer service and operational efficiencies. Key contributor to strategic
planning, project, performance, and change management, including quality
improvement training and coaching for large organizations. Strong knowledge
of Human Resource practices that accelerate engagement and develop
performance recognition, with experience hiring, leading, training,
evaluating, and coaching staff. Areas of Expertise include:
Strategic Planning Process Improvement Project & Program
Performance Analysis Business Analysis Management
Technical Writing
Contract Negotiations Employee Engagement Coaching & Mentoring
Communication Strategy Training & Development Group Facilitation
Administrative Management Written & Oral Communication Safety & Health
Compliance
Professional Experience
HCL AMERICA ( Cary, NC ( 2011 - 2014
Business Analyst
Managed software and domain training initiatives as well as contributed to
business requirement gathering to create artifacts for client and
programmers. Collaborated with client as well as functional and development
teams to generate project artifacts on time. Wrote test scripts and
performed software applications regression testing. As Training Manager,
planned and executed training plans to meet the technical instruction needs
of clients and company staff. Identified needs by conducting skill gap
assessment, reviewing training evaluations, and generating lessons learned.
Key Accomplishments:
. Maintain training evaluation score of 4.6 or higher (on a 5 point scale).
. Deliver engaging, comprehensive sales presentations to prospective
clients.
WITH GRACE & ASSOCIATES ( Charlotte, NC/Olympia, WA/Jackson, MS ( 2005-2010
Principal Consultant
Provided consultation services to non-profit and government agencies for
advancing customer service performance excellence. Gathered and analyzed
customer requirements and conducted research to generate relevant solutions
and strategies for improving organizational performance. Developed and
delivered instructor-led training (soft skills user and train-the-trainer),
project management, meeting and retreat facilitation, and customer service
evaluation. Solicited for contracts (RFP/RFQ responses).
Key Accomplishments:
. Raised government agency from #15 to #1 in customer care quality ratings.
. Twice recruited by the US Department of State and provided wildly
successful consultation services and project management to two foreign
governmental agencies.
BETHEL CWOM ( Olympia, WA ( 2008-2010
Administrator
Planned, directed, and coordinated the development and implementation of
essential policies and office procedures to improve general office
operations. Monitored service contracts, customer service, and office
duties to identify areas of improvement and develop appropriate
strategies. Coordinated and trained volunteers and organization leaders
to deliver exceptional, knowledgeable service and information to clients.
Hired to improve office management and communication, recognized for
proven ability to implement strategies that positively affect change in
these areas. Served as the single point of contact for all ministry
functions to ensure coordination and consistency of service.
Grace McGee, resume page 2
Professional Experience, continued
WASHINGTON STATE EMPLOYMENT SECURITY DEPARTMENT ( Olympia, WA ( 1998-2005
Senior Organizational Consultant
Consulted on agency's quality improvement initiatives and projects.
Formulated and presented recommendations, coordinated services, and
delivered analytical reports. Managed projects, reporting status to
executive leaders. Managed contracting process and monitored contract
deliverables. Presented seminars and workshops at state and national
conferences. Trained and coached process improvement teams on continuous
quality improvement and customer service excellence. Authored white papers
on workforce development issues. Executed nationally recognized customer
service program.
Key Accomplishments:
. Trained and coached Governor's Award winning process improvement teams.
. Received several achievement awards, including the "Stepping Out" award
for excellence in training and the "Extra Mile" award for leadership in
customer service excellence.
WASHINGTON STATE EMPLOYMENT SECURITY DEPARTMENT ( Olympia, WA ( 1994-1998
Safety Program Manager
Ensured compliance with the Washington Industrial Safety & Health Act,
interpreted relevant codes and regulations, and analyzed legislation to
determine fiscal and organizational impact. Developed accident prevention
strategies, safety and health courses, and orientations. Delivered safety-
related and HR-related (reasonable accommodation/ADA, violence in the
workplace, drug-free workplace) Managed workers' compensation claims,
representing the agency to the Board of Industrial Insurance Appeals in
claims appeals matters. Managed hazardous chemical communication and safety
committee programs, including oversight of staff and the safety and health
budget.
Key Accomplishments:
. Generated annual retrospective rating rebates.
. Streamlined data collection and reporting or more efficient claims
management.
Education & Professional Development
Executive Master of Public Administration, University of Washington,
Seattle, WA
Bachelor of Liberal Arts, The Evergreen State College, Tacoma, WA
Certifications:
Group Facilitation Certification, State of Washington Department of
Personnel
Performance Measures Trainer Certification, T.S. Marshall & Associates
Quality Improvement Trainer Certification (Quality Enhancement Simulation
Training), Prism & Associates
Consulting Phase 1, 2, & 3 Certification, State of Washington Department of
Personnel
Train-the-Trainer Certification State of Washington Department of Personnel
Training Courses:
Project Management, Wake Technical Community College via Teach Path
Improving Operations and Customer Service, University of Washington Cascade
Center for Public Service
Performance Auditing, Institute of Internal Auditors Nisqually Chapter
Executive Management Program, University of Washington Cascade Center for
Public Service
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