Harold K. Thompkins

ad3ao9@r.postjobfree.com 478-***-**** or 478-***-**** Macon, GA 31206

Director of Operations

People Management & Empowerment Customer Success Management P&L Administration Relationship-Building

Offering advanced management experience with feats in directing total enterprise operations including HR/recruitment, sales/revenue generation, fiscal management, new development, and ongoing improvements. Leverage performance evaluation, actionable insights, and workforce development to strengthen accomplishment and service excellence. Catalyzes the project management lifecycle from initiation and execution to monitoring/control and closure. Trained in management, continuous improvement (CI), and program leadership with a long-term record of compliance and satisfaction.

LEADERSHIP ATTRIBUTES

Effective communicator and presenter with talents in team environment, cultivating internal/external partnerships, and delivering quality work.

Experience directing program budgets/P&L, asset and inventory management, data visualization and reporting, and staff development.

Superb executive leadership and customer service skillsets demonstrating critical thinking and complex problem-solving skills; remains calm under pressure, stress, and inspires the team through positivity and leading by example.Great success in selling programs/memberships.

Partners with brokers, executives, and legal teams to manage risk; increases morale and team building using collaboration and a professional sense of humor to bring teams together to solve highly complex business issues.

Award-winning performance spanning a 20+ year career; 2x ‘Pace Setter Award’ Recipient, ‘Rookie Agent of the Year Award’, Team Player and ‘Employee of the Year Award’ .

PROFESSIONAL EXPERIENCE

Program Coordinator, Wesley Glen Ministries – Macon, GA 07/2022 to 01/12/2024

Responsibilities included overseeing the successful planning and completion of compliance preparation, programmatic and individual resident/staff educational, professional or charitable goals/programs. Led program staff and delegating tasks among them, monitoring program budgets and determining how to prioritize funds and performing outreach duties to engage with the local community.

Implements established policies and procedures, educating support staff as indicated

Support and assist in daily staffing coverage/ Coordinates supervision of Team Members

Creating and Maintaining a positive environment which enhances resident, family and employee satisfaction

Ensure continuity and consistency in delivery of quality services

Recruit, educate, train, mentor and inspire team members

Lead Marketing and Sales efforts to increase census growth through community relations

Oversight and participation of day to day operations within the community

Monitor and approve program expenditures.

Prepare financial statements and maintain records pertaining to program activities.

Purchase or approve the purchase of equipment and supplies needed by the staff and program.

Supervise the program’s staff.

Schedule program work, oversee daily operations, coordinate the activities of the program and set priorities for managing the program.

Manage marketing and outreach to the community.

Management of budget to meet financial goals

Responsible for overall regulatory compliance and quality of care

Liaison between residents, family and community

Residential Manager, Wesley Glen Ministries – Macon, GA 01/2019 to 07/2022

Deliver strategic oversight and direction of operations aligned with policies, procedures, and laws/regulations governing residential programs and facility management. Balance admissions with new resident acceptance goals by using both manual and technical progress tracking systems; use actionable insights created via data analytics to forecast client program lifecycle for timely onboarding/off boarding.

Oversee facility maintenance to ensure and maintain staff, resident, and visitor safety.

Lead talent acquisitions (interviewing, hiring, onboarding) and talent management (training, performance evaluation, upskilling); apply intuitive leadership to attract, select, and retain top talent.

Drive consistent resident satisfaction by using CI to ensure the best solutions and services are applied.

Engage regularly with residents, families, and local communities to understand needs, drive program goals, and cultivate valuable partnerships.

Recognized for quickly achieving program excellence and supporting many lines of the business with utmost quality and professionalism.

Sustained 100% occupancy 2 years consecutive with operations forecasted to maintain full occupancy through 2022.

Vice President of Sales, Financial Solutions (Colonial Life) – Macon, GA 09/2017 to 12/2019

Coordinated mixed-matrixed KPIs and budgets alongside other senior leaders to drive sales revenue and attainment of monthly, quarterly, and yearly sales goals. Used CRMs and in-house databases to record, organize, and share a plethora of client, business, industry, and sales information.

Established core sales strategies, community relationships, cost-effective contracts, and upselling/renewal tactics that yielded high ROI.

Leveraged surveys and client/stakeholder feedback to create and sell product and process improvements to the corporate executive team; instrumental in new strategy development and implementation including new process training and change communication.

Forged a high-performing sales team through effective recruitment, onboarding, training, and performance management.

Executive Director, Rescare – Reynolds, GA 01/2015 to 06/2018

Provided hands-on, resourceful leadership to a 60-bed residential treatment facility for children in need od 24 hour supervision and support

Graded A to B+ on scorecards with a 5% decrease in churn YOY.

Overseeing a multi-million-dollar budget for operation.

Empowered a team of clinical and non-clinical staff with a record of operational excellence and client satisfaction.

Evaluated and enhanced manual and digital process management systems and issue resolution strategies via creative CI.

Verified state licensing and other regulatory body requirements and credentials which ensured service accessibility and valued partnerships.

Program Director, Department of Corrections – Forsyth, GA 07/2011 to 12/2015

Coordinated adult rehabilitation program SOPs including staffing, programming schedule creation, finance supervision, and reporting. Collaborated with internal teams and external vendors to develop and execute daily, weekly, and special events, including field trips.

Interpreted and drove compliance with government laws, rules, and regulations governing department operations and programs.

Trained and mentored staff across business administration, inmate/staff safety, program guidelines, and other critical regulations.

Tracked and reported progress; developed and created complex corrective action plans to boost efficiency and program effectiveness.

Allocated funding through astute budgeting, forecasting, and new strategy implementation.

Maintained an 80% program completion rating YOY.

EARLY CAREER

Director, Department of Juvenile Justice – Sandersville, GA

Served as Chairman of Facility Advisory Board; implemented and enforced SOPs; drove compliance with local, state, and federal regulations.

Administered contracting, quality control, progress reporting, policies and procedures, and overall facility training and development.

Led by example and inspired a cross-functional team of corrections and non-corrections staff within a fast-paced setting.

Achieved and sustained a 95% compliance rating.

Assistant Director, Department of Juvenile Justice – Macon, GA.

Assisted with goal development and coordination of workflows.

Maintained schedules, communications, and budget/expenses.

Leveraged interpersonal and analytical skills to drive accurate data reporting.

General Manager, A Helping Hand Enterprises – Macon, GA.

Led all aspects of the business, including daily operations, administrative functions, and finances.

Collaborated with higher-level managers and executives to drive profitable operations.

Associate Pastor, Company – Location

Supported fellow Pastors and team in overall vision casting and provided leadership across the church’s teaching/weekend services.

Engaged with outside speakers to coordinate local outreach, staff travel arrangements, requesting honorarium payments, etc.

Organized and led the church’s regional, national, and international mission efforts such as annual mission trips.

Social Services Provider, Company – Location

Assessed client needs and provided customized solutions per program eligibility requirements.

Advised clients on resources and bridged gaps between client and service program agency/strategic partners.

CORE COMPETENCIES

Account Management Continuous Process Improvement Cash Flow Optimization Quality Assurance (QA) Finance Management

Office Administration Customer Needs Assessment Data Analysis Profitability & Growth Planning Product/Service Referrals and Upselling

Customer Ambassador Vendor Management Customer Education Staff Leadership/Training & Development Product Management and Marketing

Customer Issue Resolution Regulatory Compliance Non-Profit, Social Services, and Sales Expertise Business Owner Mindset

EDUCATIONAL BACKGROUND / PROFESSIONAL DEVELOPMENT

Bachelor of Science Social Work – Western Kentucky University, Bowling Green, KY

Masters of Arts, Counseling – Liberty University, Lynchburg, VA, No Degree

Management 1, 2, 3 / Performance Management / Program Leadership / Continuous Improvement (CI)

Contact this candidate