Department Program Manager

M B

**** ***** *** *****, *******, MD ***** 410-***-**** **********@*****.***

P S

Exceptional operations management leader talented at HR administration, Client Services and overall business management. Technically-savvy with outstanding relationship building, training and presentation skills.

Human Resources (Employee Relations and Microsoft Office (Word, Excel, Power Point) Recruitment)

Staff development Budgeting and Finance

Project management Customer Service

Team leadership Call Center Management

W H

Department Program Manager, 06/2018 to Current

Maryland-National Capital Park and Planning Commission – Riverdale, MD

Operate as the budget manager for the Office of General Counsel driving the department’s core business practices, including financial management, human resources, legal support services, purchasing and contract management

Develop best in class systems, policies and processes required for maximum efficiency and alignment within the department and cross-functions

Manager, Human Capital, 05/2015 to 06/2018

MAXIMUS Inc – Reston, VA

Oversaw successful execution of projects, and provided direction and instruction in alignment with strategy, goals and client expectations.

Developed and deployed Human Capital service delivery strategy across businesses that resulted in decreased operating costs and increased service delivery and quality levels.

Developed and implemented an internal auditing procedure within the Human Capital shared services center to enforce organizational compliance with company policy and governmental regulations; identify internal areas for improvement to include service levels and KPI’s

Maintained analytics including metrics, capacity and utilization time studies and Executive Scorecards

Supervisor, Public Relations, 06/2014 to 05/2015

APWU Health Plan – Glen Burnie, MD

Oversaw Customer Service and Public Relations teams in high volume Call Center environment. Successfully managed a diverse and multi-cultural support team

Effectively contributed to meeting/exceeding all key performance indicators and business objectives; meeting all customer satisfaction levels for quality service and support

Monitored call center performance and ensured policies and procedures were met; set goals, standards and benchmarks that were evaluated on individual employees and customer satisfaction associated ratings

Motivated staff through formal and informal coaching, training initiatives, incentive programs, career development opportunities and productivity channels

Provided immediate assistance to internal and external sources through in-person, e-mail and phone support channels

Manager, RADAR & EDR Production, 01/2013 to 12/2013 Nielsen Audio – Columbia, MD

Oversaw day to day operations of RADAR (Radio's All Dimension Audience Research) and EDR (External Data Reporting) units.

Created, revised, and monitored strategic and tactical plans to meet complex production and distribution objectives. Planned work flow to maximize efficiency and utilization of time, tools, and personnel, consistently exceeding performance requirements.

Inspired superior customer service by training, motivating, and evaluating performance-oriented team of 10 employees. Achieved high volume production goals, actively managing under-performers to meet performance standards.

Reviewed and analyzed financial statements, sales and activity reports, and other performance data to control expenses and uncover improvement opportunities. Managed budgets exceeding $3M.

Cultivated collaborative relationships to influence optimal performance.

Developed and advanced existing internal relationships to meet ongoing challenges and newly formed department goals using high-level engagement tactics.

Senior Operations Manager, 10/2006 to 12/2012 Kaiser Permanente – Rockville, MD

Managed full spectrum of Membership Administration operations to ensure appropriate management controls and job functions were performed efficiently, accurately, and timely in accordance with established policies and procedures and regulatory requirements.

Analyzed, recommended, and implemented process improvements to improve productivity, reduce inventory, and minimize operating expenses.

Observed and assessed performance to identify and employ best practices.

Trained, developed, coached, and evaluated 15 employees to cultivate exceptional customer service. Monitored and analyzed team performance, developed and implemented employee training programs, and established vital systems to resolve customer inquiries.

Continuously designed and implemented best practices, measurement tools, and analytics to drive and support operational priorities.

Conceived and deployed operating policies, standards, and procedures to support goals and objectives of Membership Administration department and Mid-Atlantic region.

Key player instrumental in introducing performance metrics to improve union shop performance, reducing error ratio by 37% and increasing productivity by 20%.

E ION

Bachelor of Arts: Business Administration, 2004

American InterContinental University - Hoffman Estates, IL

*Summa Cum Laude 3.9 GPA

Associate of Arts: Business Administration, 2003

American InterContinental University – Hoffman Estates, IL

Howard University - Washington, DC 1987-1991

SHRM-CP 2017 – present Society for Human Resource Management

Contact this candidate