Bryant Headley

**** ******* **** ******** *****, Florida 34202 Phone: 251-***-**** adejyu@r.postjobfree.com Executive

History of turning “break even” projects into profitable projects through delivery of cost saving solutions for alternative products as well as enhancing processes and designs. High-energy and driven Executive, who leads companies through change and challenge to profitable growth. Strategic problem-solver who envisions smart solutions and executes with urgency across all levels of the organization. Strengthens productivity and accelerates profit at challenged operations. In-depth leadership experience from conception to implementation through team development and leadership skills. At ease with budget limitations, deadlines, and high-pressure situations. Strong ability to influence thinking, forge strategic alliances, and build consensus Standard’s- focused leader proficient in directing multi-site operations, Program model restructuring, outsourcing, and cost control, with adept management of cultural and organizational diversity. Hands-on leader with extensive knowledge and experience who is able to keep teams focused and productive. Outstanding strategist with a track record of success in highly competitive Program markets. Skilled in negotiating partnerships and alliances with a keen ability to capture opportunities and catapult new ventures.

Resource Loading & Leveling

Corporate Communications

Customer Relations

Budget Management

Scoping

Risk Management

Skills

Public Relations & Marketing

Project & Program Management

Project & Strategy Development

Quality Assurance Standards

Enterprise Resource Planning

ISO Quality

Creative Team Leadership & Team Building

Regulatory Compliance issues

Process Redesign & Reengineering

Strategy, Vision, & Mission Planning

Contracting & Negotiations

Startups & Turnarounds

Certifications

Professional Experience

MASTER CONTROL, Lakewood Ranch, Florida

Senior Executive Quality Assurance/Senior Customer Success Director, 12/2018 - Present

+ Oversee and set the strategic plan for the Customer Success organization, focusing on increasing product adoption, leading a positive customer experience, and driving growth.

+ Drive customer outcomes, product adoption, and customer experience.

+ Define and optimize the customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation while leading a culture of continuous improvement.

+ Build and lead a world-class team, developing a company-wide customer success program that integrates processes, content, and data to/from stakeholder organizations (e,g., Marketing, Sales, and Product/Engineering).

+ Align with sales management to align on strategies and account opportunities.

+ Provide strategic direction on revenue expansion in accounts through cross sell and up sell opportunities.

+ Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.

+ Discover and understand early churn signals and drive process throughout the organization to reduce churn and increase customer advocacy.

+ Ensure processes for escalating client issues happen with speed and urgency, orchestrating resources across the company as appropriate.

FOOD AND DRUG ADMINISTRATION, Boerne, Texas

Quality Management Information System (QMiS)

Quality Assurance Director

Select Accomplishments:

Developed, overlooked the gathering of requirements and implemented a program quality provisions to identify, prevent and/or correct conditions and elements which influence regulatory services and responsiveness.

Executive-level oversight of the development of reporting procedures, sampling techniques, and measurements to use during transaction processes or Program cycles to assess the status of assigned programs and projects. Investigated and analyzed adverse program and project quality trends or conditions and initiates corrective actions within the program office Program systems and processes.

Designed program and project-oriented studies, determined related technical training programs necessary for program execution, and utilizes planning and strategies for identifying opportunities to improve the quality of program or project customer service and Program practices. Ensuring that the Lead Auditor Training (ISO) 9001:2008, Dayton, OH 2011 Level III Project Management (PMI), 2006

Risk Management, Washington D.C, 2005

Scheduling and Cost Control (Budget Management), Washington D.C, 2004 Project Leadership, Management, and Communications, Washington D.C, 2004 Contracting for Project Managers, Austin, Texas, 2004 Quality for Project Managers, Austin, Texas, 2004

Health Service Management, Sheppard AFB, Texas, 1993 Total Quality Management, Andrews AFB, Maryland, 1992 Quality Assurance Evaluator Elmendorf AFB, Alaska, 1990 activities follow the guidance of the Freedom of Information Act (FOIA).

Brought in to fix a broken system that had contract and performance issues. Within a 4-month window I corrected contract discrepancies that saved the government millions of dollars by de-scoping a prime vendor contract that was did not meet task order.

Directing and overseeing the FDA Quality Management System transition to the Amazon Cloud with our vendor Master Control.

Manage and oversee a diverse team of senior level project leaders that are dispersed throughout the nation ensuring that all projects are within the triple constraints.

Increased the scope of the quality management information system from a divisional approach to an enterprise system that will serve all FDA employees and divisions.

Developed a communication plan that identifies team’s responsibilities as well as describes the daily operations of the work to be completed. Implemented a risk management strategy that helps identify any risks before they become a programmatically issues. Created a work break down structure with all pertinent stakeholders to create an Integrated Master schedule. Created an Integrated Project Team that meets on a bi-monthly basis that ensures we stay in scope and provides an arena to ensure their voice is being heard.

Management, guidance and direction of administrative and resource operations to include department planning processes and assessing performance improvement initiatives. Adjust work assignments to accommodate resource allocation decision; approves and disapproves leave; interview candidates; recommends or approves appointments; promotions, and reassignments. VETERAN’S HEALTH ADMINISTRATION - Office of Quality Safety & Value (QSV) Senior Program Manager

Select Accomplishments:

Served as Program and Project Manager across VA-CASE, Veterans Affairs Center for Applied Systems, systems engineering specialties.

Developed and operationalize VA-CASE customer statements of Program needs, perform iterative requirements analysis, market research, and grow concepts of work into viable program and project management plans.

Responsible for the design and development of systems engineering projects, from concept definition through operations and sustainment. To include design and development of management systems and knowledge management structures (both internally and for contracting externally) which support continual improvement, strategic response, and positive learning environments, based on ISO 9001:2008 quality management system standards and the VA Systems Redesign TAMMCS model.

Assisted with the design of continuity of operations (COOP) for VA-CASE programs and projects.

Functioned as an expert for VA-CASE in the conveyance of enterprise program and project management structures based on the Enterprise Program and Project Management (EP/PM) model and the Federal Acquisition Certification Program and Project Management (FAC P/PM) guidelines.

Provided over-arching programmatic framework support of detailed systems and industrial engineering work breakdown structures and projects.

Consulted in the design of balanced scorecards/other management review tools as dictated by customer project requirements.

Possess delegated hiring authority for VA-CASE programmatic staff.

Managed Systems Redesign issues and prepared communication to the Director, ISO Consultative Division (ICD); and other levels of the organization related to the successful implementation of ISO 9001-2008 programmatic matters.

Functioned as a liaison and managed the communication with persons and groups within and outside the ICD.

Created an Organizational Risk Management Plan to describe and document the procedures and tools that are to be used for the identification and management of risks for ISO Consultative Division (ICD).

Analyzed and evaluated designs, studies, proposals, ideas and best practices submitted by medical treatment facilities and provide professional feedback and consultation.

Created policies for the organization as well ensure that they are followed.

Created and executed an interdisciplinary structured and continual performance improvement model to assure customers and stakeholders satisfaction in a high quality, cost efficient, and schedule- complaint manner. Accomplishment using high-level flow-charting, value stream-mapping, and health care failure mode effects analysis (FMEA) to identify unnecessary process steps, areas of waste and rework and potential process failures.

Utilized decision support systems (DSS) data warehouse, and other information systems to determine supply and demand as well as queuing theory (statistical model) to maximize capacity in workflow in designing studies.

Identified, developed, and implemented training programs for a diverse group of employees to improve work processes throughout the integration of Systems Redesign.

Served on various national task groups, councils and committees at the request of the ICD Director.

Prepared correspondence and final reports of evaluation efforts to executive leadership within the ICD Regional and National Offices.

Identified performance gaps and plan initiatives for effective remedial actions and/or reaching established goals.

Reviewed action plans and outcomes related to planned activities for improvement and redesign compliance within the medical centers.

Internal Revenue Service (IRS)

Senior Project Manager

Select Accomplishments:

Met with managers and executives within the Service to define the overall goals and objectives of the program.

Prepared complex action plans and schedules for various phases of project accomplishment, both short and long-range; while ensuring plans are consistent with Service goals, schedules, and policies.

Prepared recommendations for resource requirements to accomplish the project; negotiates with managers of various components of the Service to obtain needed resources and support.

Directed the development and accomplishment of employee training relating to the project.

Conducted in-depth analyses of project data, requirements, and impact; identifying problem areas and determines how to resolve them.

Manage project resources to meet goals and objectives.

Prepare agency directives, IRM issuances, memoranda, service-wide policy statements, and other written guidelines and recommendations relating to the project.

Conducted briefings and prepared comprehensive reports to keep managers and executives advised of project plans and progress and to communicate findings and recommendations.

Coordinated the impact of the project with employees and managers in all affected areas within the Service and with individuals and organizations outside the Service. VETERAN’S HEALTH ADMINISTRATION Austin’s Automation Center (AAC) Project Manager/Budget Manager

Select Accomplishments:

Prepared, developed, and implemented the national Common Services financial plan and budget; recommending appropriate allocation of resources to all elements of VHIT, worked with Financial Manager, other Portfolio Budget Managers, and other personnel to ensure sound fiscal performance; and the effective management of capital assets, performs analysis of workload and budget data to identify trends, irregularities, draw conclusions, and make recommendations.

Prepared weekly, monthly and ad hoc financial profile and reports including FTE, salary projections, contracts, equipment, and status of each budgeted project.

Prepared all documentation for annual forecasting, formulation, and execution of all VHIT services’ budget funds nationwide.

Participated in the presentation of the agency budget requests before OMB and/or Congressional appropriations committees.

Provided informational and analytical support for VHA leaders while working to ensure high level of data integrity for national VHA analytical data systems.

Responsible for the identification of information needed to manage critical aspects of field operations and design and development of information, analytical studies, and data templates. Including extracting data from VA’s corporate data systems and/or developing data marts, surveys or other tools to analyze and report required information; using in-depth knowledge of VHA operations, national databases, data mining and analytical techniques.

Analyzed and synthesized data from diverse data sources, producing reports and displaying information in a variety of formats.

Performed studies, reviews, and analyses of comprehensive programmatic information to develop, analyze and prepare status reports and make recommendations for new systems, policies/programs.

Identified information and data needs to support and improve the evaluation of data collection and ensure compliance with applicable government rules, policies and procedures.

Produced information to evaluate/analyze, on a quantitative or qualitative basis, the effectiveness of programs or operations in meeting established goals and objectives.

Prepare and presented a wide range of substantive oral and written presentations and reports to senior officials within and outside VHA.

Participated in identifying, advocating and implementing Veterans Health Information Technology

(VHIT) objectives and decisions.

Served as a consultant and advisor for all studies made by VHIT relative to the resource planning, capital asset and management process for current and future budgetary needs.

Served as the primary coordinating official to ensure that all aspects of resource planning, capital asset and management process in ways consistent with existing policy and budgetary strategies for assigned Portfolio.

Provided Guidance and assistance for developing Common Services execution plans.

Provided oversight and project management guidance across organizational boundaries regarding all aspects of software deployment and implementation.

Established and maintained effective communications with project stakeholders in the field including VISN CIO, IRM and site managers to keep them abreast of project status and issues and coordinate implementation and training activities.

Applied project management principles in the planning and scheduling of implementation activities with VISN CIO, site managers, CAC and IRM staff.

Established priorities, set objectives, assign tasks, coordinate operations, monitor progress, and initiate corrective action as necessary to ensure the efficient and timely accomplishment of assigned work. Contributed to the development of comprehensive Implementation, and Deployment planning documentation to support the following programs/projects:

- Health Data Repository

- Clinical Data Repository – Health Data Repository Phase 2

- Remote Data Interoperability

Assessed risks to project objectives developed and implemented mitigation strategies as necessary.

Collaborated with project planners to develop, maintain, and refined as necessary, using Primavera Project Management Office Suite (Teamplay).

Coordinated and integrated the efforts of a geographically separated team of 15 people comprised of software developers, configuration managers, system administrators, database administrators, hardware specialists, network managers, security officers, and contracting specialists from multiple government organizations and government contracting companies.

Developed and executed a comprehensive project plan to ensure the success of the HDR project.

Produced a project work breakdown structure (WBS) to ensure pilot activities were accomplished timely.

Routinely briefed the Austin Automation Center’s (AAC) senior managers on HDR progress and future plans.

Established the project’s structure and schedule; identifying and defining Project Life Cycle.

Coordinated and facilitated a thorough analysis of hardware and software necessary to support HDR.

Successfully managed the formulation, acceptance, purchasing, and installation of the $7.5 infrastructure solution and installation for HDR.

Conducted daily discussions with team members from Hewlett Packard, Integic, Northrop Grumman, Veterans Health Affairs (VHA), and Electronic Data Systems (EDS) ensuring required tasks were progressing as planned and to identify potential risks.

Coordinated procurement and installation of hardware with the AAC Contracting Staff, Security Team, and all other required Infrastructure Division Managers.

Developed and executed a comprehensive work breakdown structure (WBS) to ensure pilot activities were identified and accomplished.

AFFILIATED COMPUTER SERVICES (ACS)

SENIOR CONSULTANT

Select Accomplishments:

Quality Inspections of sites to ensure Information Technology (IT) equipment was ready for deployment of the Composite Health Care System.

Coordinated and integrated the efforts of software developers, configuration managers, system administrators, database administrators, hardware specialists, network managers, security officers, and contracting specialists from multiple government organizations and government contracting companies.

Established Communication, Risk, Project Management Plans.

Prepared all documentation for annual forecasting, formulation, and execution of all VHIT services’ budget funds nationwide.

Conducted daily discussions with stakeholders ensuring required tasks were progressing as planned and to identify potential risks.

Executed multiple project budgets, ensuring that not only that the programs were with in scope but within budget variances.

UNITES STATES AIR FORCE, Andrews AFB, MD

Operations Manager,

Select Accomplishments:

Audited supply accounts in excess of $200,000 for seven separate divisions of the hospital.

Orchestrated Total Quality Training for 1700 administrative personnel.

Authored Operational Instructions and revised regulations for the Admissions and Dispositions office. Handled tracing and collection of unpaid bills-with over a 90% success rate.

Coordinated and managed information in configuration management library for worldwide implementation of new preventive health care application.

Instrumented a smooth transition from Automated Quality of Care System to Composite Health Care System-allowed recuperation of $843,000 in unpaid patient bills.

Coordinated the distribution of software and documentation for a new preventive health care application being implemented at military medical treatment facilities worldwide.

Coordinated and planned training and information seminars, meetings, off-sites for military personnel involved in the worldwide implementation and deployment of a new preventive health care application.

Technology

Software: Microsoft Project, MS Office (Word, Access, Excel, PowerPoint, Outlook), SharePoint, Groove, Visio, Primavera, Visual Source Office Education

WAYLAND BAPTIST UNIVERSITY

Bachelor of Science, 1999

Specialization: Health Care

GEORGE WASHINGTON UNIVERSITY

Master’s Certificate, 2006

Project Management

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