Customer Service Program Manager

Ralph A. Gonzalez

Program Manager Training & Development Specialist Consultant

Phone: 917-***-****

Email: **************@*****.*** LinkedIn: https://www.linkedin.com/in/ralphagonzalez/

Professional Summary:

Strategic and results-driven Training & Development Leader with extensive experience in continuing education, workforce development, program management, and corporate training. Proven ability to design and implement high-impact training programs, career pathway initiatives, and employee development strategies that enhance individual and organizational success. Skilled in building partnerships with industry leaders, managing multimillion-dollar budgets, and optimizing operational efficiency. Adept at using data-driven decision-making and innovative learning methodologies to drive measurable performance improvements. Bilingual: English & Spanish.

Skills:

Training & Development Strategy

Learning Program Design & Execution

Workforce Development & Career Pathways

Student & Employer Engagement

Leadership & Talent Development

Budget & Resource Management

Internship & Job Placement Coordination

Public Speaking & Presentation Delivery

Stakeholder & Community Relations

Compliance, Policy Development & Implementation

Performance Management & Coaching

Data-Driven Decision-Making

Professional Experience:

Cognitive Performance & Behavioral Transformation Consultant, Positive Power 2023 – Current

• Designed and led customized cognitive transformation programs that integrate neuroscience-based techniques to help clients enhance focus, motivation, and leadership potential.

• Provided executive coaching for C-suite professionals, improving decision-making, confidence, and strategic thinking through tailored mental conditioning techniques.

• Developed personalized interventions for stress management, addiction recovery, and behavioral change, resulting in measurable improvements in mental resilience and personal well-being.

• Assisted clients in overcoming performance anxiety, breaking unhealthy habits, and achieving peak cognitive performance using proven subconscious reprogramming methodologies.

• Conducted workshops, corporate training sessions, and one-on-one consultations on brainpower enhancement, mindset transformation, and stress reduction, supporting professionals in high-pressure environments.

Program Manager, UT Health (Grant Position) 2022 – 2023

• Managed a $1M+ grant-funded program, overseeing all aspects of budget allocation, compliance, and performance evaluation to ensure program objectives were met on time and within scope.

• Designed and implemented policies and standard operating procedures (SOPs) that streamlined administrative processes and improved program efficiency by 30%, reducing turnaround times on approvals and resource distribution.

• Led cross-functional teams, assigning responsibilities, monitoring project milestones, and ensuring alignment with institutional and funding requirements, resulting in 100% compliance with grant reporting standards.

• Developed and delivered stakeholder presentations showcasing program impact, leveraging data visualization and analytics to highlight success metrics, increasing understanding of the learning material by 15%.

• Established strategic communication efforts, working with public affairs teams to create engaging content for outreach, newsletters, and website updates, boosting program awareness and participation.

Training & Development Coordinator, City of Houston Public Works (HPW) 2019 – 2022

• Designed and launched the first-ever “Road Scholar Program” in Texas, an industry-recognized certification program for public works employees, serving as a model for workforce training in multiple municipalities.

• Increased employee training compliance rates by 40%, developing structured learning pathways and automated tracking systems for certifications, reducing administrative errors and non-compliance risks.

• Managed internship and leadership development programs, overseeing candidate selection, onboarding, and mentorship initiatives that prepared entry-level talent for long-term career advancement.

• Negotiated vendor contracts and service agreements, reducing training costs by 20% while maintaining high-quality learning experiences and aligning with industry best practices.

• Developed and implemented new-hire onboarding and employee development programs, leading to a 15% decrease in turnover rates and higher employee engagement scores in annual workplace assessments.

Training & Development Coordinator, NYC Department of Housing Preservation & Development 2018 – 2019

• Overhauled training processes and workflow systems, leading to a 25% improvement in departmental efficiency, by implementing digital documentation, e-learning modules, and automated tracking for compliance training.

• Developed and delivered interactive training programs and orientation sessions, ensuring new hires and existing employees fully understood agency policies, procedures, and regulatory requirements.

• Introduced gamification elements and scenario-based learning to training presentations, increasing engagement and information retention by 35% among participants.

• Strengthened stakeholder relationships, coordinating with external trainers, vendors, and agencies to align HPD’s training initiatives with best practices and emerging industry standards.

• Led organizational event coordination, including employee recognition programs, leadership retreats, and compliance workshops, fostering a culture of continuous learning and professional development.

Account Manager, Business Benefits Solutions 2014 – 2018

• Overhauled training processes and workflow systems, leading to a 25% improvement in departmental efficiency, by implementing digital documentation, e-learning modules, and automated tracking for compliance training.

• Developed and delivered interactive training programs and orientation sessions, ensuring new hires and existing employees fully understood agency policies, procedures, and regulatory requirements.

• Introduced gamification elements and scenario-based learning to training presentations, increasing engagement and information retention by 35% among participants.

• Strengthened stakeholder relationships, coordinating with external trainers, vendors, and agencies to align HPD’s training initiatives with best practices and emerging industry standards.

• Led organizational event coordination, including employee recognition programs, leadership retreats, and compliance workshops, fostering a culture of continuous learning and professional development.

Training and Compliance Manager, Hackensack University Medical Center 2002 – 2013

• Led a six-member training team, overseeing all EPIC software implementations, compliance training, and curriculum development for a 500+ employee workforce.

• Developed and launched custom e-learning modules and hands-on training sessions, reducing onboarding time for new hires by 30% and improving system adoption rates.

• Spearheaded a hospital-wide compliance initiative, ensuring 100% adherence to regulatory training requirements and improving audit performance.

• Partnered with senior leadership to create standardized training policies, resulting in greater consistency in hospital-wide training programs and professional development.

• Established new performance evaluation metrics, linking employee training participation with competency assessments, leading to higher engagement and retention rates.

Education:

●Master of Science in Health Administration – New Jersey City University

●Bachelor of Arts in Corporate Communicate & Graphic Design, cum laude – Bernard Baruch College

●IBM Certificate in Introduction to Artificial Intelligence (AI) – Coursera

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