Customer Service Manager

Sharon Vaughan-Roach

***** **** **** ****, *******, VA 20171

Cell: 703-***-****

Email: *******@***.***

Professional Profile

Accomplished leader with proven ability to manage staff and direct organizational business operations, maximizing financial,

human, and capital resources that improve service delivery. Successful record of developing and implementing capacity-

building strategies that improve service outcomes through processes, systems and policy. Expert in community (federal,

local, non-profit, corporate) partnership collaboration to leverage grant funding and brand management to achieve targeted

short and long-term goals. Accomplished in program implementation leading to organizational change management.

Expertise in compliance management of multi-source grants funding, regulations, standards, and reporting requirements.

Areas of Expertise

• Strategic Planning/Policy Development/Compliance

• Organizational and Community Engagement/Performance and Project Management

• Budget Development/Financial/Grant Management/Reporting

• Procurement/Contractor/Vendor/Supplier/Consultant Management and Negotiation

• Employee Relations/EEO/Diversity

• Recruitment/Position Management/Workforce Development

• Conflict/Mediation/Grievance/Dispute Resolution/Business Ethics

Education

MSA-Public Administration: Central Michigan University

BSBA-Finance: East Carolina University

Work Experience

D.C. Department on Disability Services: Rehabilitation Services Administration, Washington, D.C. 2011 – Present

Operations Program Manager: Perform as the Chief Operating Officer directing multi-disciplinary units such as Budget

Management, Provider/Vendor Resource/Contract Administration, Disability Accommodation, Randolph Sheppard Vending

(Entrepreneurial) Program Oversight, Records Management, and Facility/Space Management.

• Directed the Quality Assurance and Compliance unit’s operational objectives/work plans for vendor procurement

contract management securing over 200 businesses that provide diversified employment/work rehabilitation services

to D.C. residents (inclusive of youth population) with disabilities.

• Managed the procurement of goods/services from Statement of Work, RFP, Contract Award to payment of contractor

invoices from non-profit and community based service vendors that supported a 5000 client base.

• Directed the Business Relations Unit’s outreach of employer contacts through corporate partnering efforts for job

leads, informational spotlights, internships, job fairs, and diversity/inclusion/ADA awareness thereby strengthening

employment/work outcomes for individuals with disabilities by 50%.

• Oversaw the Business Relations Unit’s research, trend analysis, and distribution of labor market information that

resulted in implementation of industry job retention best practices. Provided oversight of branding efforts.

• Performed business strategy analysis of staffing, work distribution, SMART goals, and position control resulting in

revised human capital organizational design changes, job title and functionality changes for three program units for

better customer service delivery.

• Provided Board support of financial planning and budget management for quarterly meetings and Public Hearings.

Developed collaborative working relationships with elected and career government officials and non-profit

provider/contractor agencies in the delivery of community based services for clients.

• Managed the Administration’s $22 million dollar budget inclusive of federal grant awards through program spend

funding plans, variance analysis, and profit and loss statements.

• Developed and Implemented standard operating protocols in support of program activity execution and outcome

achievement to meet performance goals.

Sharon Vaughan-Roach

• Led Randolph Sheppard Vending Program’s management of food/retail space, equipment, and rental services

inclusive of building leases and inventory management. Conduct Administrative Reviews of customer complaints.

Sharon Vaughan-Roach

D.C. Metropolitan Police Department (MPD), Washington, DC 2008 - 2011

Diversity Manager: Performed as EEO Director leading the Diversity and EEO Compliance Branch of

counselors/investigators in employee relation’s services to 4,600 sworn, civilian, and union municipal personnel.

• Project managed the complaint investigation system redesign of policy, procedure, code of conduct, objectives,

schedules/work plans that expedited case resolutions by 33%.

• Collaborated with General Counsel representing MPD in mediation/grievance disputes, depositions, and court

regarding the Department’s workplace compliance to federal and D.C. EEO laws for resolution and legal sufficiency.

• Developed, implemented, and delivered classroom course management of the EEO/Diversity training module.

Performed an audit of MPD’s EEO/AA policy for sufficiency and created communication outreach programs and

branding communication: EEO/Diversity Compliance website, intranet Diversity monthly news column, EEO Quick

Reference Guide, EEO College Internship.

• Compiled and analyzed EEO/diversity workplace statistical data for compliance reporting and recommending

diversity/inclusion of manpower representation in various units, positions, and chain of authority structures.

• Developed collaborative working relationships with elected and career government officials while managing the

Diversity and EEO Compliance Branch.

• Developed EEO standard operating procedures for MPD.

AARP Legal Counsel for the Elderly (LCE), Washington, D.C. 2003 - 2008

Manager Business Operations: Directed membership organization business operations in managing personnel

administration, budget development, grant management, IT, and space allocation functions supporting lawyer and Para

professional direct legal service delivery to disadvantaged D.C. elderly.

• Conducted workforce/utilization analysis of personnel positions for realignment of job classifications and

functionality enhancing legal service delivery and eliminating duplication of assignments.

• Performed human resources generalist functions: salary review, bonus award assessments, performance evaluations,

recruitment, on boarding, and disciplinary actions.

• Managed a $7 million dollar multi-funded budget consisting of grant, company, and federal money streams for

diversified programs such as: Long Term Care Ombudsman, Estate, Pro Bono, Housing/Landlord Tenant, and

Hotline legal services.

• Collaborated with federal, local, state government agencies in the development, response and management of

awarded grants. Served as lead in negotiating grant funds from non-profit and for profit community leaders to

support and expand LCE legal services.

• Served as the liaison to the parent AARP's financial department on broad finance investment vehicles for LCE.

AARP, Washington, D.C. 2001 - 2003

Program Consultant: Performed as Lead Consultant providing strategic planning services of short and long-term goals to a

membership association’s 53 offices under the State & National Initiative (SNI).

• Collaborated with IT staff in redesigning database entry field input options for report query functionality.

• Implemented and delivered planning database training (Train the Trainer) for the state offices creating standards.

• Executed quarterly regional planning meetings, best practices operation analysis, planning database oversight, and

program evaluation and branding communication within the control of a multimillion-dollar budget.

• Project managed state office teams through the annual planning process defining project scope, implementation of

work/resource plans and schedules, meeting weekly overall Association deliverables inclusive of workforce

investment and housing community development.

Freddie Mac, McLean, VA 2000 - 2001

Manager Budget & Cost Analysis: Managed the Funding & Investment Division’s budgeting, human resources

administration, contract administration, and office space management.

• Performed workforce planning for the 275 staff division through corporate policy conducting human resources

generalist functions: compensation/salary review, performance evaluations, recruitment, on boarding, terminations.

• Served as a company Diversity Advocate representative, providing cultural awareness education to employees.

• Managed a $68 million dollar budget.

Sharon Vaughan-Roach

• Managed affordable housing program financing consultant contracts.

• Participated in companywide branding initiative of the Employee Recognition Award program.

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