Program Manager

Robert M Bostick Smith

Albuquerque, NM *****

575-***-**** **********@*****.***

Summary: 15+ years of managing customer relationships which include managing businesses, business development, and project managing in various aspects. Skilled at building trusted, loyal relationships with high-profile clients, resulting in best-in-class performance for operations and client retention. EXPERIENCE

Presbyterian Healthcare Services, Albuquerque, NM

Program Manager, March 2022 – Current

Create and manage programs centered around healthcare delivery for members of Centennial Care, Medicaid, Medicare, and Commercial healthcare insurance.

Strategize yearly planning and develop policies to operationalize initiatives of the annual HEDIS audit for Managed Care Organizations (MCOs).

Resolve complex problems to control costs and improve the quality of care provided to members.

Maintain operational budget and expenditures to ensure activities are accounted for and supported with documentation.

Coldwell Banker Legacy, Albuquerque, NM

Associate Broker (Real Estate Agent), May 2018 - current

Negotiate price and terms for site acquisition.

Ensure all construction work, installations, and inspections are properly permitted and completed on time for closeout.

Manage contracts to customer satisfaction, and all work of inspectors and contractors.

Verify financing requirements are met to pay for agreed upon price and any concessions. Lowe’s Home Improvement, Albuquerque, New Mexico

Project Coordinator, March 2021 – September 2021

Ensured consistency of service delivery and installation to drive customer satisfaction.

Resolved problems between customers and contractors, and determined the best solution for service issues.

Supported management of the installation program by coordinating resources and maintaining program-related databases and documentation systems.

Managed installation projects and all stakeholders from sale to service completion. Gravitas Moving, Albuquerque, New Mexico

Managing Partner, December 2018 – February 2020

Manage P&L by determining price and costs of each customer move.

Oversaw and approved payroll and budgeting.

Directed sales & operations and provided organizational leadership.

Mentored and educated staff in decision-making skills and ensured they are functioning in a safe manner.

Liaison to city inspectors, NMDOT certification, and ensured all permitting required for use of operations site.

Managed and approved schedule and implementation of all activities. Novel Point Coffee, Albuquerque, New Mexico

Managing Partner, February 2017 – May 2021

Grew and managed business by negotiating contracts to sell coffee, and marketing in various ways.

Managed staff, suppliers, and contracts.

Managed operations and ensured compliance to meet regular city inspection.

Guaranteed USDA safety standards and that State food handling regulations were compliant. Lewan Technology – A Xerox Company, Albuquerque, New Mexico Commercial Account Sales Representative, November 2015 – March 2017

Maintained positive P&L by managing customer service agreements. Negotiated all service agreements and prices.

Coordinated with IT and network build-out team to adapt information systems to gather data. Analyzed, created ad hoc reports, and presented such data to executives and upper-level management to gain support for proposed operation improvement.

Delivered optimal service by communicating honestly and openly with both clients and internal management, regularly presenting assessments and recommendations.

Created accounts in Salesforce.com CRM platform to coordinate meetings, equipment & service delivery, account reviews, and client celebrations.

AT&T/ Cricket Wireless, Albuquerque, New Mexico

Retail Sales Representative, July 2014 – October 2015

Negotiated service agreements with members of cellular and internet/Wifi programs by working with their budget and AT&T internal price requirements.

Assisted management by providing finance and budgeting support, inventory tallying, and schedule coordinating of team members.

Provided the very highest level of service to customers by listening to needs and guiding them to the best value solution for their telecommunication needs.

Vista College, Amarillo, Texas

Business Administration Instructor, March 2013 – October 2013

Developed curriculum, lectured live classes, and used various teaching methods and technology to effectively evaluate and engage different learning styles.

Met with school Director weekly to discuss development of the program, ensure program quality, increase student retention, and boost student performance.

Classes taught include Economics, Management, Business Operations, Business Strategy, Labor Relations, and Business Law.

WestStar Bank, El Paso, Texas

Teller Manager, June 2012 - February 2013

Teller & Teller Manager, October 2006 – September 2007

Directed the day-to-day operations and trained employees on representing the bank while providing excellent customer service, resolving service issues, creating reports, and maintaining Federal banking regulatory documentation.

Managed the fast-paced banking operation and customer relations with excellence and timeliness.

Responsible for Federal correspondence, and ordering cash on frbservices.org website (Federal Reserve Bank), recording and reconcile all branch cash, and coordinating the shipment of cash to and from branch.

Supported branch management by interviewing customers, gathering, and evaluating teller performance metrics, operational issues, and making recommendations.

New Mexico State University - Corbett Center Student Union Building Manager, September 2007 – October 2010

Managed and trained employees to represent the University and Corbett Center building when interacting with customers and guests, and on following policy.

Regularly met with Director and Assistant Director to discuss strategy and develop future building policy.

Problem solved and negotiated with event hosts when event agreement issues and discrepancies arose.

Main point of contact to all police, fire department; Directed building staff, and building guests in all emergency situations.

EDUCATION

Master of Arts in Economics, December 2013

New Mexico State University, Las Cruces, New Mexico Bachelor's in Business Administration – with honors, May 2010 New Mexico State University, Las Cruces, New Mexico Real Estate Broker License, New Mexico (2018 - current) VOLUNTEERING

UNM New Mexico Research Grant Committee, Chair, Albuquerque, New Mexico, 2017 Vista College, Customer Service Committee Member, Amarillo, Texas 2013 New Mexico State University - Publications and Communications Board, Voting Board Member Las Cruces, New Mexico 2008-2010 New Mexico State University Chess Club, Secretary, Las Cruces, New Mexico 2008-2010 Bridge Ministries Counseling, Patient Driver, Las Cruces, New Mexico 2008-2009 Mariners Church, Camp Counselor, Irvine, California 2004 Gospel Rescue Mission, Food Server, Las Cruces, New Mexico - served several times between 1998 and 2000 Boy Scouts of America, Boy Scout, Anthony, New Mexico 1992-1995

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