Program Specialist Client Engagement

***** ***** **** **, **********, USA, ***** •

*************@*****.*** • 227-***-****

SHAVANNA MAITLAND-SMALL

Program Specialist Client Relationship Manager

PROFESSIONAL SUMMARY

Highly skilled Program Specialist with over 10 years of experience in program management, education initiatives, client engagement, and diversity advocacy. Demonstrates expertise in planning, coordinating, and evaluating programs to drive organizational goals. Proven ability to analyze data, develop strategic partnerships, and implement initiatives that promote diversity, equity, inclusion, and accessibility (DEIA). Adept at managing multi-faceted projects to enhance STEM engagement and ensure alignment with federal standards.

EMPLOYMENT HISTORY

DIRECTOR OF MARKETING AND CLIENT RELATIONSHIPS Oct 2023 - Present New Perspective Financial Solutions Hyatsville, MD 40 Hours/Week

$120,000/year

Ph: 202-***-****

CLIENT LEAD - AMAZON PHARMACY May 2023 - Sep 2023

Amazon Arlington, VA

40 Hours/Week

$141,000/Year

CLIENT LEAD -TRAFFIC, MARKETING, AND TECHNOLOGY(TMT) May 2022 - May 2023 Amazon Remote

40 Hours/Week

$141,000/Year

Directed marketing and operational activities, ensuring alignment with organizational goals and compliance with regulatory standards.

Developed and implemented client-focused programs to drive engagement and improve satisfaction by 25%. Organized educational events for underserved communities, increasing participation in financial literacy programs by 30% from previous year.

Analyzed program performance data and provided actionable recommendations to enhance outcomes. Championed DEIA efforts through targeted outreach programs, increasing diversity in client engagement by 20%. Managed budgets of up to $150,000 annually, ensuring financial accountability and timely project completion. Revolutionized brand visibility through strategic social media campaigns, significantly amplifying market presence and client acquisition.

Educated clients on their various financial policies, strengthening their trust and their knowledge. Rebuilt their company website-still in compliance. Developed strategies to improve pharmacy client engagement, increasing service efficiency by 20%. Partnered with cross-functional teams to streamline operations and reduce client request turnaround times by 30%. Conducted market trend analyses to identify opportunities for service expansion and innovation. Presented weekly and monthly business reviews to c-suite executives, responsible for creating monthly planning for hiring. Guided team members in maintaining high-quality service delivery, ensuring consistent client satisfaction ratings above 90%. Spearheaded recruitment strategies for the TMT organization across North America, partnering with leadership to implement best practices.

Designed and executed talent acquisition programs, resulting in a 40% increase in qualified candidates for critical roles. Presented weekly and monthly business reviews to c-suite executives, responsible for creating monthly planning for hiring. Conducted offer negotiations, closed high-value candidates, and ensured seamless onboarding processes. Launched internship and mentorship programs that supported over 50 emerging professionals. Enhanced hiring pipelines through DEIA-focused initiatives, improving diverse candidate representation by 35%. IT DELIVERY MANAGER Oct 2021 - Mar 2022

Zachary Piper Solutions Columbia, MD

40 Hours/Week

$85,000/Year

Ph: 703-***-****

MANAGING EXECUTIVE, RECRUITMENT CONSULTANT 2017 - 2021 Hybrid Data Security Alexandria, VA

40 Hours/Week

$85,000/Year

RADIOLOGIC TECHNOLOGIST & MEDICAL OPERATIONS SPECIALIST 2011 - 2019 Various Roles

40-60 Hours/Week

$75,000-90,000/Year

DIRECT SALES REPRESENTATIVE 2013 - 2015

Diageo New York, NY

• Strengthened client relationships through personalized service and market insights.

• Surpassed sales targets by crafting innovative strategies tailored to high-end clientele. EDUCATION

BACHELOR OF SCIENCE 2018 - Dec 2018

Ecpi University Manassas, VA

ASSOCIATE OF APPLIED SCIENCE Oct 2009 - May 2011

Hagerstown Community College Hagerstown, MD

ASSOCIATE OF ARTS Oct 2009 - May 2011

Hagerstown Community College Hagerstown, Md

Conducted full-cycle recruitment, placing 25+ IT professionals in federal roles, including software developers and cybersecurity experts.

Provided expert guidance on security clearance processes, achieving 95% candidate clearance success rate. Exceeded revenue targets, generating $5,000 weekly spread within the first two months of employment. Delivered daily team briefings to enhance collaboration and alignment with client goals. Facilitated daily team briefings, enhancing collaboration and alignment with client objectives. Streamlined communication channels for improved project outcomes.

Implemented novel recruitment strategies, reducing time-to-hire for critical IT positions. Developed tailored solutions for challenging cybersecurity placements.

Analyzed market trends to identify emerging IT skill demands. Optimized candidate matching process, resulting in higher placement retention rates.

Designed customized recruitment strategies for federal and commercial clients, achieving a 15% increase in client retention. Managed staffing needs for multi-year projects, including overseeing recruitment for roles requiring high-level security clearances.

Spearheaded tailored recruitment strategies, boosting client retention and managing staffing for multi-year projects/contracts with high-security clearance requirements.

Orchestrated end-to-end recruitment campaigns, delivering top-tier candidates for sensitive positions and driving substantial improvements in client satisfaction.

Delivered high-quality patient care while training staff to maintain operational excellence. Implemented process improvements that reduced patient wait times by 20%. Maintained meticulous records, ensuring compliance with healthcare regulations. Conducted thorough equipment checks, minimizing downtime and repair costs.

Provided compassionate care to diverse patient populations. Mentored junior staff, facilitating their professional growth and improving team performance.

Streamlined operations, reducing patient wait times and enhancing overall care quality. Mentored staff, fostering team growth and improved performance.

COURSES

CERTIFICATION IN PROGRESS

COMPTIA+

CERTIFICATION IN PROGRESS

Network Security

CERTIFICATION IN PROGRESS

Project Management

SKILLS

Program Management, Diversity Advocacy, Data Analysis, Project Coordination, Client Relationship Management, STEM Engagement, Technical Proficiency, Program Evaluation, Community Outreach, Client Satisfaction Analysis, Performance Metrics.

VOLUNTEER EXPERIENCE

COMMUNITY HEALTH VOLUNTEER Mar 2015 - Present

Kaiser Permanente

(8 hours/month)

FINANCIAL LITERACY EDUCATOR AND COACH Dec 2023 - Present Prince George’s Church of Christ Landover, MD

(10 hours/month)

FINANCIAL LITERACY AND COACHING VOLUNTEER Dec 2023 - Present CenterPoint Baptist Church Camp Springs, MD

(6 hours/month)

Assisted nurses with organizing and conducting health drives, including flu shot clinics and blood tests, to serve underserved communities.

Supported logistics and ensured smooth operations for community health events, benefiting over 300 individuals annually. Promoted health awareness by educating participants on available medical resources and preventive care services. Designed and delivered financial literacy workshops, educating over 200 participants annually on budgeting, savings, and retirement planning.

Created tailored educational materials to address the specific financial needs of underserved populations. Organized financial wellness events, increasing community engagement and improving participant financial confidence by 30%.

Conducted one-on-one financial coaching sessions to help individuals and families create sustainable budgets and improve savings habits.

Facilitated group workshops on financial literacy topics, reaching an average of 150 participants annually. Collaborated with church leadership to develop programs targeting financial empowerment for underserved community members.

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