Customer Service Project Manager

James H. Fountain

**** ****** ****** # *** *** Francisco, CA. 9410 415-***-**** *************@*******.***

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Professional Summary

Industrious Workforce Director who identifies potential workforce issues and seeks to cost-effective solutions. Adept at ensuring quality in various business environments. Specialize in developing practical internal and external communications techniques.

Core Qualifications

• Vast experience with ensuring quality work through training and educational programs • Impressive experience with MS Office and other Web-based applications • Solid understanding of state and federal guidelines, including OSHA regulations • Strong ability to manage multiple tasks efficiently. Staff professional development is the corner stone to a successful high quality, adaptive, team.

Employment History:

Larkin Street Youth Services

Associate Director of Programs / Larkin Street Youth Services

Responsible for 6 of the programs offered at Larkin Street Youth Services.

Four of those programs are Transitional Living Programs for 18 to 24-year-old homeless youth.

Two are Haight Street Referral Services / Outreach and the YouthForce youth work force training program.

We offer: job search assistance, career planning and exploration, job preparation workshops, occupational skills training, unemployment insurance assistance, and referral to supportive services.

Hire, supervise, and evaluate a team of 20 professionals, identify staff training needs and provide opportunities for staff development.

Assess and evaluate program needs in an effort toward continuous quality improvement.

Developed systems to track outcomes and ensure all required program and participant data is gathered and analyzed to meet funder deadlines.

Participate in the annual budget process and monitor program budgets to ensure expenses are in line with the approved budget.

Work with the Development Director to identify new funding opportunities; provide success stories and data for grant proposals and other solicitations

Conduct on-going program evaluation and make changes as necessary to improve quality and efficiency.

Develop and maintain policies and procedures, and service manuals for each program.

Larkin Street Youth Services

Associate Director of Workforce Development & Employment

Supervise a staff of 10 Employment Specialists.

Design and implement Training programs that help Youth achieve their employment goals.

Conduct Employer outreach.

Oversee data collection and analyze date to improve service delivery.

Development of ongoing professional growth plans for staff members in their identified career tracks.

Build and maintain collaborations with other agencies to maximize youth opportunities.

Oversee implementation of various City, State, and Federal grants. Participate in program monitoring session with funders to maintain high quality programing and increase positive program outcomes.

Ella Hill Hutch Community Center

Director of Adult Services

Supervised 4 Program Managers each with a staff of 4.

Attended multiple government meetings on behalf of the agency.

Developed policies and procedures related to adult services for the agency.

Advocated for policy improvements concerning working with at risk adult populations.

Oversee implementation of various City, State, and Federal grants

AT&T/ Source One Solutions

Training Manager / Director Southeastern District

Designed and implemented Training programs for staff.

Supervised a staff of 25 in giving excellent customer service to our fellow associates.

Conducted quarterly trainings for multiple departments.

Analyze and report to senior team effectiveness of training Programs Company wide.

Responsible for creating and implementing annual department budget.

Represented LGBT AT&T employees on the Company Diversity Committee.

Education and Certifications:

Georgia Southern University

Earned B.A in Business Administration Graduated 1981.

Completed AT&T Mastery program 1983.

CERTIFICATIONS:

Member of the National Association of WorkForce Development Professionals.

Completed University of Georgia MBA school of Business’s project manager certification program 1984.

Member of the NYEC steering Committee

Past Member of the Match Bridge Steering Committee (A Division of United Way)

Co-Chair of the San Francisco Youth Employment Coalition

NRCYS (Residential Child & Youth Care Professional) Certified Trainer.

Completed Non-Profit Managerial Leadership Development Program University of California Berkeley School of Social Welfare.

Volunteer History:

Past Member Board of Directors “And Castro for All”

Past Board Member and Treasurer of “SF Pride. Celebration Committee”.

Current Board Member and Treasurer Lower Polk Community Benefit District.

LinkedIn page: https://www.linkedin.com/pub/james-fountain/11/749/1a0

References and letters of recommendation are available upon request

Contact this candidate