Manager Customer Service

DAVID PICARD

Organizations are no longer built on force but on trust

*****.******@*****.*** 703-***-****

https://www.linkedin.com/in/davidjpicard Centreville, VA

PROFILE

Creative foodservice professional, program manager, and instructional designer with over three decades of experience ranging from managing short-order restaurants, developing award-winning training products and winning Federal Government contracts that are routinely executed with predictability, profitability, enthusiasm and extensive utilization of emerging technology.

YOUR OBJECTIVE

Increase bottom line results by improving your Key Performance Indicators

MY OBJECTIVE

I am interested in a return to a leadership role in the foodservice industry where I first learned about business management, customer service and quality. With my technical expertise, creativity, leadership skills and passion for continuous improvement I will enhance your organization’s productivity and reputation.

CREDENTIALS

Master of Arts Degree: Instructional Technology, University of Virginia, Charlottesville VA

Bachelor of Arts Degree: Education and Psychology, Assumption College, Worcester MA

Project Management Professional (PMP) #439563

Certificate in Change Leadership, Cornell University

EXPERIENCE, FOODSERVICE INDUSTRY

McDonald’s

Crew Member 1982-1984, Diamond Hill Rd, Woonsocket, RI

Swing Shift Manager 1989-1990, Quaker Hwy, Uxbridge, MA

Assistant Store Manager 1991, Eddie Dowling Hwy, North Smithfield, RI

Janet’s Drive-In Ice Cream and Seafood

Assistant Store Manager & Line Cook 1984-1987, Victory Hwy, North Smithfield, RI

EXPERIENCE, PROGRAM MANAGEMENT & EDUCATIONAL LEADERSHIP

Victor 12, Inc.

Program Manager, Customer: Department of Veterans Affairs 2014-Present, Centreville, VA

Managed the writing, pricing and submission of 27 proposals to the VA Learning University, resulting in the award and execution of eleven task orders which have increased the company’s annual revenue by more than 300% within the last two years

Operated a program with P&L responsibility for multiple project teams including a mix of full time employees, subcontractors, and more than three dozen vendors and independent contractors

Directed program design and execution including process improvement, customer relationship, and evaluation of subcontractor performance

Computer Sciences Corporation (CSC) North American Public Sector

Project Manager and Curriculum Developer 2014, Quantico, VA

Customer: Drug Enforcement Administration

Collaborated with nationally-recognized experts to establish curriculum for a 17-week accreditation-seeking residential program for senior forensic chemists

IT Service Delivery Manager 2012-2013, Chantilly, VA

Customer: Federal Bureau of Investigation

Established and managed operations at both primary and backup sites for a 24x7 Tier 1 & Tier 2 information technology (IT) service desk with more than 70 employees supporting over 45,000 users

Program Manager 2010-2012, Chantilly, VA

Customer: CSC Center of Excellence for Contact Center Solutions

Directed teams of quality assurance technicians and instructors with responsibility for quality assurance, quality control, and training across multiple government contracts

Program Manager & Instructional Designer 2011, Chantilly, VA

Customer: US Customs and Border Protection

Lead developer of an assessment exam for certifying background investigators

Program Manager & Instructional Designer 2004-2009, Chantilly, VA

Customer: USDA Food Safety and Inspection Service

Managed the staffing, delivery and quality assurance of on-site, instructor-led training for 6,700 Food Safety Inspectors at centralized training sites in Philadelphia, Dallas and Burbank

Managed a joint-venture team of seven supervisors and 80 technicians at multiple sites including government locations and an ISO 9000:2008 certified help desk and warehouse.

Developed instructor-led, self-paced and distance learning solutions for the US Department of State, Homeland Security, Department of Agriculture and internal CSC customers including a self-paced, online learning and eligibility system to certify contracted background investigators

Pearson Publishing

Independent Contractor Instructional Designer 2011

Designed the web-based course: Words Their Way Online Workshop – Online Course for K-8 Teachers. WTW Online Workshop won the 2011 CODiE Award for Best Professional Development Solution, selected from over 200 entries and topping a group of five finalists

http://www.pearsonschool.com/drm/2011/crossline/wtw_codie/wtwonlinecourse_flyer-new.pdf

Regulatory Affairs Professionals Society

Director of Education & Training 2003-2004, Rockville, MD

George Washington University

Senior Instructional Designer 2002-2003, Washington, DC

Aether Wireless Solutions

Global Education Services Training Manager 2000-2002, McLean, VA

State Farm

Team Leader, Instructional Design and Technical Training 1998-2000, Charlottesville, VA

Albemarle County, Virginia

Public School Teacher 1992-1998

The University of Virginia, Charlottesville, VA

Adjunct Faculty 1993-1994

Uxbridge, Massachusetts

Public School Teacher 1991-1992

Teacher, Rockville Centre, New York

Public School Teacher 1988-1989

TECHNICAL EXPERTISE

Instructional Design, Expert

Experience: 30 years designing, developing, implementing and evaluating curriculum, courseware and support materials for technical and non-technical subject areas

Presentation Skills, Expert

Experience: 30 years planning and delivering presentations for learners in academic and corporate settings

Office Productivity Software, Expert

Experience: 30 years of expertise utilizing Microsoft PowerPoint, Excel, Word, Access, Publisher, Adobe Photoshop, Illustrator, Acrobat, Google Docs and other open-source productivity tools. Lead developer for Microsoft Office certification courseware (80+ hours) and Microsoft Office Specialist certified

Quality Assurance, Quality Control and Quality Audits, Intermediate

Experience: 12 years of experience planning for quality and developing quantifiable processes which produce quality outcomes

Program Management, Intermediate

Experience: 16 years of experience scheduling, budgets, forecasting, recruiting and hiring, metrics and dashboards, customer relationship, management of independent contractors, subcontractors and vendors

Leadership Training, Intermediate

Experience: 9 years participating in, developing and executing leadership training programs

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