Customer Service Diversity Inclusion

JOHN OCONNOR

AGILE CERTIFIED SCRUM MASTER CSM® & SIX SIGMA & OSHA CERTIFIED

*** **** *** ******, *** YORK, NY 10029 APT. 138 914-***-**** ****@**.***

PROFESSIONAL SUMMARY

Accomplished Project Manager in Organizational Effectiveness & Product Development & Corporate Training in the Financial Services sector. Highly skilled at and HR Project Management as well as ability to address governmental compliance & certification regulations and Human Resource issues with employees. Expertise in Sales & Customer Service Training. Cyber Security Trainer. Compliance & certification trainer converging experience in all facets of Learning and Organizational Development, Security awareness training, Business Operations, Risk management, Project Management, College-level Education and Workforce Training Expert skills in multi-tier support, training, coaching, training the trainer, mentoring, and skill transfer. Business Sales Analysis. Responsible for all HR & Labor related issues for many years. Created and implemented Diversity & Inclusion Projects for all employees & in the United States. BTS & QA project responsibilities. Academic research & publishing research. Business Data Analytics. Familiar with various LMS platforms: Moodle, Apptegy, Cornerstone, Pluralsight, Canvas & Docebo. Strategic asset planning.

SKILLS

Adult Training & Learning Development

Group Facilitation of 3PRM Training

Customer Service Training

HR Training & Diversity Issues

Coaching and Mentor/Leadership ABC’s

Staff Supervision of Onboarding

Database management/SCORM QUALI

Virtual & Remote Instruction

Data Collection & Analysis

Group, Remote & Individual Instruction

Financial & Administrative Analytics

Cyber Training Management

Staff Leadership & Program Management

HR Full Cycle & Recruitment & Unions

Fluent in all ADOBE & MICROSOFT 365

Problem Resolution & IT Project Mgt.

Organizational Development Capabilities

Full Cycle Recruiting HR Experience

SEPTEMBER 2010–AUGUST 2022 (PROJECT MANAGE/ Coach/Mentor)

SAGE COLLEGE New York LONGTERM PART TIME CONTRACT

Responsible for Strategic Asset Planning

Responsible keeping track of HR Cohort Academic Advisement & Enrollment Assistance through appropriate LMS platforms. Mentored & Coached students to improve their progress.

Assists graduate students developing their research & certifications that increased by 20%

Trains & mentor adults in process of obtaining their advanced leadership degrees via remote instruction. Implemented new LMS Platform. Academic research & publishing research.

Read & review research for and assist in the Data Collection & Analysis completion of defense of dissertations and for eventual publication.

Responsible for all employee HR relations & company culture. Created a strategic initiative to address diversity inclusion program for placement.

Created and implemented curriculum to streamline and best serve students with research

As part of human resources team hired and conducted HR “on boarding” other professors & staff to facilitate programs. Worked on Diversity & Inclusion Projects.

Completely conversant with online meeting platforms.

Accessed Microsoft Office 365. All Adobe Products including Microsoft Adobe Captivate, Vizio Pro & Google Classroom for developing Learning Presentations.

Capable of handling last minute project changes.

Managed all relationships with student learners in the various Cohorts.

Performed all Risk Management to minimize eventual risks.

OCTOBER 2020 – MARCH 2021

STRATEGIC PROJECT MANAGER/CONSULTANT FOR REMOTE CONTRACT POSITION

EXPERT INSTRUCTOR/TRAINER

SPECIAL REMOTE SHORT-TERM PROJECT

ASML The Netherlands

A global team of more than 24,900 people from 118 different nationalities and counting. Headquartered in Europe’s top tech hub, the Brain port Eindhoven region in the Netherlands, our operations are spread across Europe, Asia, and the US. ASML is an innovation leader in the semiconductor industry. GMP Standards needed to be explained and followed through in the customer service training analysis and processes.

Developed LMS platform for all newly hired employees.

Helped to make the LMS opportunities more accessible.

Training on cyber security for manufacturing Engineering process flows & gaps on the Manufacturing Floors. Training Senior Engineers in active listening with new hires

HR Data Collection & IT Analysis and Quality Analytic Management Systems.

Create and execute a 3PRM training schedule Engineering employee knowledge as part of the new hire HR onboarding enhancements & Special Customer Service Training.

Worked on Diversity & Inclusion Projects.

BTS & QA project responsibilities

Responsible for Responsible for Strategic Asset Planning & Business Data Analytics

der in the semiconductor industry. Find out what we do and why we do it

OCTOBER 2017-MARCH 2018

PROGRAM MANAGER STAUNTON MEDICAL FOUNDATION New York

Engaged in Proactive Program Management due to the immediate need of Sepsis Training Education. Created and implemented Diversity & Inclusion Projects for all employees.

Developed strategic, long-term technology roadmap for global internal communications

In conjunction with pharmaceutical corporate partnerships, oversaw all training & critical capability efforts to provide sepsis education in schools and in hospital emergency rooms. Used various authoring tools to present the best learning modules.

Responsible for sepsis education and awareness & training programs and corporate pharmaceutical partnerships. Training Quality management Systems through meetings & various LMS platforms for corporate presentation solutions using EPIC and Kronos as tools

Grant writing for pharmaceutical corporations

Maintained essential culture through effective leadership & management skill training

Responsible for culture of compliance with our partner pharmaceutical companies to ensure requirements especially the GMP & GxP Standards are enforced & followed.

Built collaborative working relationships with donor sources and compliance requirements

Served as ambassador to foundations to promote its vision, mission, out to for corporate grants and foundation support. Handled all Internal Communications

Dealt with HR issues for employees through implementing LMS platforms

Addressed and resolved technical, financial, and operational concerns by working with team members and directors to develop Good Document Practices

Responsible for Responsible for Strategic Asset Planning & Business Data Analytics

Maintained and updated all project related documents for scope & budget costs.

oversaw daily operations of fundraising program function

responsible for the development, implementation and reporting for all City, State & Federal Grants

Responsible for all Human Resource issues, hiring, onboarding with respect to diversity hiring, contracts & evaluations

responsible for all Human Resources, Labor & People Development Manager related issues

SEPTEMBER 2015 - JUNE 2017

VICE PRESIDENT FOR HUMAN RESOURCES & PEOPLE DEVELOPMENT CONCERN WORLDWIDE CHICAGO, IL

Loaned out by CEO of Mutual of America to assist in solving an HR issue at the CONCERN Chicago Regional Office. Responsible for all Internal Corporate Communications.

Enact HR policies and hire new staff and an executive director. People Development Manager of diversity related issues specifically related to hiring issues. Rebuilt the office, interviewed and hired new staff, trained and set up a new set of operations.

Responsible for all Training concerning all BSA & AML compliance responsibilities.

JULY 2010 - OCTOBER 2017

VICE PRESIDENT FOR LEADERSHIP TRAINING & ORGANIZATIONAL DEVELOPMENT Mutual of America Financial Services New York

Responsible for all Company Human Resource Operations as well as LMS Operations & SCORM Qualified Compliance.

Worked with the HR Talent Acquisition Team to ensure new hires were appropriately onboarded & trained new employees on Workday.

Created and implemented Diversity & Inclusion Projects for all employees.

Business Sales Analysis for sales personnel and management

Responsible for all employee relations, company culture & People Development Manager diversity related issues specifically related to hiring.

Defined all organizational development strategic training initiatives with the Company Management in relation to Quality Management Systems. Provided training on security of personal health information, HIPAA requirements, and other compliance & certification topics. Participated in the evaluation of the LMS and onsite training program to ensure best practices are being followed using Kronos as a tool.

Partnered with off-site e-learning vendors to translation training documentation to be uploaded to Learning Management System. BTS & QA project responsibilities.

Monitored and maintained the company LMS System

Created a training plan to organize enrollment, plan and strategize the training approach and adult learning objectives including the use of Accessed Microsoft Office 365. All Adobe Products including Microsoft Learning Pathways as well as Adobe Captivate, Veeva, Vizio Pro & Google Classroom for developing Learning Presentations.

Led a six-month apprentice training program for future Leaders being made a future Officer of the Company

Planned and executed a strategic communication plan through approved channels to oversee executive reporting and analytics. Partnered with leaders of other functions worked with Smartsheet (e.g., Communications, Project Team Marketing Analysis and Product Development) to plan internal communications to ensure consistency and avoid information-overload.

Liaised with Senior Management to assure that all corporate Sales Training Modules & Leadership Development curriculum is designed in congruence with the needs of employees and company organizational objectives. Responsible for all levels of cyber security as well as legal compliance & certification training.

Counseled the CEO, SVP HR and senior management on important employee communications and internal engagement issues. with regulatory agencies. Responsible for all the development, construction & implementation for all Sales and cyber security Training Curriculum Manuals & Tools.

Changed paradigm of training and development from cost center to value-added function by aligning HR programs with broader strategic objectives. Program Management functions.

Focused on company culture of Diversity & Inclusion & Customer Service Training.

Responsible for all company HR health & safety & security, as well as compliance & certification licensing and training for business Data Analytics

Performed detailed assessments including review of employees and for congruence to the company vision, organization change, market/industry, and competitor analysis, trained new employees on Workday

Interviews with senior executives & managers, to coordinate Key Performance & Goal Setting initiatives Indicators KPIs by job role and responsibilities. Mapped out curriculum paths for Sales Teams and Customer Service agents across companywide teams to keep projects on schedule and in line with growth goals.

Used assessments to identify core leadership & customer service as well as sales objectives.

Through human resources worked with new employees conducting vigorous onboarding orientation program, explaining Company Culture, their role & responsibilities & their benefits. Familiar with all Company e-learning Training Development tools: STORYBOARDING/MICRO SOFT OFFICE 365 /CAPTIVATE/ADOBE PRODUCTS/CREATIVE CLOUD/CAPTIVA PRIME – Data Sets.

Designed & developed Training programs for Strategic Organizational Development Competencies and delivered training for all employees but specifically for those employees designated to be promoted to Officer positions, using emotional intelligence and the company culture as the basis of the Leadership Development Program

Increased training by 30%. Responsible for the monitoring & maintenance of and tracking the reports of all Learning Management Systems.

Established collaborative working partnerships with executives achieved in accordance with company procedures and the preparation and implementation of all Governmental Regulations both AML & BSA Internal & Government regulation & compliance & certification.

Responsible for LMS Data Collection & Analysis

Developed, Coordinated & Taught a companywide Project to address Diversity & Sexual Harassment training.

Used multiple platforms for the special Leadership Development Training Program: live-in-person group & individual training/remote learning as well.

Responsible for the monitoring of the 800 Customer Service Line

Responsible for all Internal Corporate & Marketing Communications as it related to Training and Leadership initiatives

Responsible for Responsible for Strategic Asset Planning & Business Data Analytics

SEPTEMBER 2005 - JUNE 2010 (SEE BELOW)

PROJECT MANAGER Concern Worldwide an international humanitarian relief organization that serves operations in throughout the world serving in the 29 poorest countries of the world but based in Dublin, Ireland. New York Developed & Evaluated all Educational & International Anti Money Laundering Training Projects, to comply with a $50 million Gates Foundation Grant for Maternal/Child Medical Health and Hunger Relief & Projects for the Education Programs at Concern Headquarters in New Delhi, Mumbai Kolkata Regions as well as all Human Resource People Development Manager related issues.

SEPTEMBER 1991 - JUNE 2005

PRESIDENT THE WROCKNOR GROUP New York

supervised & advised on all aspects of special campaigns as well as alumni annual fund drives. Responsible for all levels of compliance & certification with regulatory agencies.

Created and implemented Diversity & Inclusion Projects for all employees.

Responsible for all HR issues, hiring, onboarding, contracts & evaluations

Responsible for Responsible for Strategic Asset Planning & Business Data Analytics

Responsible for all fund raising as well as the implementation of capital investment projects

implemented the strategic process for multi-million endowment campaigns

executed strategic planning for the mission and financial preservation of schools

evaluated grant proposals for private foundations and governmental agencies strategic

coordinated outreach and strategic planning for the mission and financial preservation of non-profits organizations & private schools. Advised on all levels of compliance & certification.

Responsible for all employee relations & company culture

with regulatory agencies & reporting. Created & implemented Diversity & Inclusion Projects.

responsible for preparation of and implementation of organizational business plans

liaised with Boards of Directors & Stakeholders

Responsible for all HR & Labor related issues. Responsible for all Internal Corporate client facing Communications.

responsible for being the representative at all events, traveled throughout the U.S.

coordinated the Data Collection & Analysis for financial reporting of development funds

Planned and delivered communications supporting global leadership-development programs and e-learning. Engaged diverse stakeholders, e.g., senior leaders, HR managers, participants, and faculty.

Responsible for the development, implementation and reporting for all City, State & Federal Grants.

Created and implemented Diversity & Inclusion Projects for all employees.

SERVED AS AN ADJUNCT PROFESSOR OF EDUCATION AT:

July & August 2003 – University of San Francisco San Francisco, CA

Adjunct Professor of Education

2002 – 2007 (Fall, Spring & Summer Semesters) - Manhattanville College Purchase, NY

Adjunct Professor of Education

1998 – 2008 - Fordham University New York, NY Adjunct Professor of Education

SEPTEMBER 1996 - JUNE 2010

PROJECT MANAGER Concern Worldwide Dublin & New York

An international humanitarian relief organization that serves operations in throughout the world serving in the 29 poorest countries of the world but based in Dublin, Ireland.

MANAGER OF GRANTS & PROJECTS: Conducted and evaluated all annual educational training GRANTS and needs assessments for:

India Visitation Program Manager 2010

Created and implemented Diversity & Inclusion Projects for all employees & clients. Developed & evaluated all grants for Educational & medical Training Projects, for a $50 million Gates Foundation Grant for Maternal/Child Medical Health and Human Resource, Hunger Relief & Projects for the Education Programs at Concern Headquarters in New Delhi, Mumbai & Kolkata Regions of India.

Member of the United States Delegation to China 2008

Traveled with United States Educational Leaders. By Special Invitation from HANBAN (the Chinese Government Education Ministry), Beijing, China (and outlying areas). Observed and shared “Best Practices 05/15/2007”.

Annual Hispaniola/Haitian Visitation Program 2008

Developed, conducted, and evaluated all grants for Training of Medical and Hunger Relief Initiatives, Water Projects as well as Developed, Conducted & Evaluated International Anti Money Laundering Training Programs, at Concern Headquarters in Port au Prince, Haiti (and surrounding areas) and in the island regions.

Annual Africa Visitation Program 2005

Evaluated Human Resource issues and all Education, Medical and Hunger Relief & Training Initiatives, Water & Medical Education Projects Education Programs at Concern Headquarters in Dar es Salaam, Tanzania (and surrounding areas) in the Southern Matwara Region. Created and implemented Diversity & Inclusion Projects for all employees. Responsible for the development, implementation and reporting for all Private Grants.

EDUCATION:

Doctorate: LEADERSHIP, Training & KNOWLEDGE DEVELOPMENT – 09/12/1998 through 05/15/2007

Fordham University, Bronx, NY

Master of Science: ADMINISTRATION MANAGEMENT & SUPERVISION - 05/15/1998 through 05/15/1998 Fordham University, Bronx, NY

Master of Science: INSTRUCTIONAL KNOWLEDGE DESIGNIMPLEMENTATION & EVALUATION – KNOWLEDGE MAPPING 06/13/1983 through 12/19/1985

SUNY, ALBANY, NY

PUBLICATION: MAY 2007

Doctoral Dissertation “The Financial Impact of the Leadership Development Initiative on the Compliance of Private Schools & Non-Profit Organizations of New York City” “How to train staff for self-sustainability in public & non-profit organizations & their future survival & sustainability.”

CERTIFICATIONS:

NJ STATE CERTIFICATION – School Administrator

NJ STATE CERTIFICATION – School Supervisor

NJ STATE CERTIFICATION – Teacher

CERTIFICIED AGILE SCRUM MASTER® 7/17/2020

CERTIFIED LEAN SIX SIGMA® 10/17/2020

US DEPARTMENT OF LABOR OSHA CERTIFIED 12/15/2020

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