Technical Support Product Management

CARLETA Cuffee

Director of Operations

757-***-**** ********@*****.*** Chesapeake, VA 23320

CAREER OBJECTIVE

Skilled Director of Operations, Training and Development who excels at building management teams and setting a high standard of excellence in the quality of operations and service. Applies strong analytical and critical thinking skills to make sound decisions and problem solve, to drive long-term performance and scalability. SKILLS

Multi-Tasking Product Management Learning Management Systems (LMS) Communication and Leadership Project/Program Management Training Methodologies Business/Product Development Critical Thinking Problem Solving Technical Support Retention/Attrition CRM/ERM Procedure Development Business Operations Organized and Discipline Systems Implementation and Improvement Strategies

EXPERIENCE

DIRECTOR OF TRAINING, Virginia Beach, VA

StarChase, LLC, February 2023-Present

• Define life skills, breaking them into component skills that lead to mastery of said skill sets

• Lead and coordinate design of curriculum ladders that appropriately scaffold skill sequences

• Systematically review and qualify curriculum in action

• Discern and evaluate curriculum strengths and areas for enhancement (gaps in curriculum) Establish and uphold rigorous quality benchmarks (KPIs/Metrics) for the workshops created by curriculum designers

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Develop, implement, and monitor day-to-day operational systems and processes to provide visibility into the goals, progress, and obstacles of key initiatives

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Foster productive and fruitful relationships with executive leadership team (department heads), external partners, and vendors to make decisions regarding operational activity and strategic goals

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Plan, monitor, and analyze relevant KPIs for effective daily operations to ensure efficient and timely completion of streamlined tasking

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Devise strategies for ensuring the growth of vital programs enterprise-wide, and implement continual process improvements to maximize output and minimize costs

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Work closely with Human Resources and Executive Leadership team to lead the team with integrity and to establish and maintain a trusting, inclusive, and productive environment

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• Conduct performance evaluations that are timely and constructive Establish quantitative and qualitative metrics, guidelines, and standards by which the company's efficiency and effectiveness can be evaluated; identifies opportunities for improvement

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• Review, analyze, and evaluate business procedures

• Implement policies and procedures to improve daily operations Oversight of manufacturing, purchasing, and sales departments, ensuring each is reaching goals set by departmental and company leadership

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Plan, direct, control, implement, evaluate, monitor, and forecast budgets and cost of sales in each division to achieve financial objectives

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Communicate and explain new directives, policies, or procedures to managers; for major changes, meets with entire operations staff to explain changes, answer questions, and maintain morale

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• Improve customer service and satisfaction through policy and procedural implementations Lead coordination and integration of efforts among operations, engineering, technology, and customer service divisions to produce smoother workflow and more cost- effective business processes

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PROJECT ENGINEER SR (PROGRAM DIRECTOR), Norfolk, VA HII/Mission Technologies, January 2019-February 2023

• Used performance reviews and skills gap analyses to identify training needs per department, team and individual

• Craft career plans and Development

• Planned training programs based on strategic business goals

• Oversight of learning activities, curriculum and respective resources

• Managed quarterly and annual training budgets

• Evaluated results of learning courses

• Implemented coaching sessions and mentorship programs to establish a culture of continuous learning

• Recommended new training methods (including e-learning courses and game-based platforms) Completed engineering projects by organizing and controlling project elements for design, testing and implementation of web-based Learning

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• Management Systems for the Navy

• Consistently completed Portfolio Management and Dashboard reporting

• Clearly defined technical requirements aligned with SOW

• Monitored & controlled assessed risks with mitigation as appropriate

• Knowledge of IT nomenclature and technical jargon

• Proficient in both agile and waterfall methodologies

• Managed project scope and minimizing scope creep

• Full project lifecycle ownership: Successful

• Projected delivery from implementation to deployment

• Manage portfolio of complex initiatives

• Initiated and set goals for programs according to the strategic objectives of the organization

• Planed the programs from start to completion involving deadlines, milestones, and processes

• Developed or approved budgets and operations

• Devised evaluation strategies to monitor performance and determine the need for improvements

• Supervised all program and project managers involved to provide feedback and resolve complex problems

• Discovered ways to enhance efficiency and productivity of procedures and people

• Applied change, risk and resource management principles when needed

• Read reports prepared by managers to determine progress and issues

• Ensured program operations and activities adhere to legal guidelines and internal policies

• Kept senior management informed with detailed and accurate reports or presentations

• Developed project objectives by reviewing project proposals and plans and conferring with management

• Completed technical analysis/studies and prepares cost estimates (ROMs/BOMs)

• Scheduled and conducts product performance testing

• Determined overall project schedule by vetting project plan and specifications

• Maintained and monitors project schedule's progress, coordinating tasking and resolving conflicts

• Monitored project budget and resource allocation Regularly prepared project status reports by collecting, analyzing, and summarizing information and trends, recommending corresponding actions

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SENIOR PROJECT MANAGER/PROPOSAL MANAGER, Virginia Beach, VA Anthem, Inc, December 2014-January 2019

Attended, coordinated, or facilitated meetings with other leaders, such as the project director and supporting PMs and Anthem Business Partners for multiple projects to include BCBS SC Alliance, LA Alliance, Medicare Product Launch and Group Retiree Solutions

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• Developed and communicated reports on the project progress Managed ‘Cradle-to-grave' Shipley proposal process, to include kick-off, outline, writing assignment, compliance matrices, writing plan, color team reviews, scheduling, coordination of entire proposal team, formatting/editing, production, etc

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Reviewed bid request documents to assess requirements for RFP, RFI, Sources Sought and sub-contracting responses

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Effectively communicated and coordinated with Capture Manager to understand client strategy and associated win themes, overall story, features, and benefits of proposed solutions

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• Led writing plan to include client strategy, themes, and discriminators are reflected within the writing plan

• Managed post proposal requests (CRs/DRs, BAFO, Q&A, and Orals)

• Included team in formulating decisions best for successful implementation and the business need

• Supported and developed project plans and inputs to plans to track to plan Identified any areas of opportunity, risks, and/or issues – documenting to corresponding project logs, as appropriate

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• Escalated issues/risks to executive leadership when necessary and effectively

• Analyzed documented processes and recommend areas of opportunity or improvements

• Created learning materials and training documentation for team and partners

• Managed question submissions to government in coordination with contracts team

• Led team in consistently developing quality proposals compliant with respective solicitation

• Effectively communicated and coordinated subcontractors involved with the proposal writing and data calls Coordinated meetings and schedules; recorded and distributed meeting minutes; recorded, distributed, and maintained open action items; and prepared all documentation independent

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• Led color reviews and audits of documentation to ensure all vetted changes were appropriately incorporated

• Supported documentation configuration control with automated tools

• Assisted in task assignment and responsibilities for responding to request documents

• Established schedule for input required from other participating teams/departments Assembled master originals, for print of proposal production, qualifications document, and/or presentation materials

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Created and collated information from many sources; transmitted data to appropriate support groups; and ensured timeliness and compliance of the final product

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EDUCATION

BACHELOR OF ARTS IN POLITICAL SCIENCE, Elizabeth City, NC Elizabeth City State University, May 2006

REFERENCES

References available upon request

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