Program Manager Customer Service

ELIZABETH A. HARDAWAY

442-***-**** • **********@*****.***

Summary of Qualifications

Highly accomplished Program Manager and Retired Air Force veteran with an interim TS/SCI and active Secret clearance. Proven ability to lead complex projects, manage budgets, and drive strategic initiatives within diverse operational environments. Expertise in acquisition planning, cybersecurity implementation, contract management, and stakeholder engagement. Demonstrated success in streamlining processes, improving efficiency, and exceeding performance goals. Seeking a challenging and impactful role leveraging extensive experience in program leadership and execution.

Core competencies

• Education & Training Management

• Workforce Education & Development

• Personnel Management

•Consistent & Reliable

•Excellent Customer Service

•Willing and Eager to Learn

•Critical Thinking

•Multi-level Organization Experience

•Personnel Leadership

•Complex Problem Solving

•Organizational Principles

• Curriculum Development

•Information & Records Management

• Process & Performance Improvements

• Executive Administration

• Office & Medical Administration

• Instructional Systems Development

• Quality Assurance Administration

•Planning, Programming, Budgeting

and Execution System (PPBES)

• Procurement Integrated

Enterprise Environment (PIEE)

Professional Experience

Management & Program Analyst JBSA, Lackland AFB, TX Dec 2024 – Present

• Develop and implement Engineering & Infrastructure (E&I) strategies and TTPs to optimize operational efficiency.

• Manage PPBES, acquisition, and special operations funding and programming, ensuring alignment with FYDP.

• Lead negotiations with MAJCOM and national agencies to support Wing plans and programs.

• Oversee Rapid Acquisition Determination (RAD) processes and End of Year closeout.

• Contribute to strategic planning initiatives and communicate program resources to stakeholders.

• Prepare professional documents, including correspondence, reports, and briefings. Workflow Manager Air Force Civil Engineering Command, JBSA, Lackland AFB, TX Dec 2022 – Dec 2024

• Managed the Automated Time Attendance and Production System (ATAAPS) for the CIT directorate.

• Served as Air Force liaison for the McKinney-Vento Act program, compiling data and reporting to HUD.

• Coordinated departmental meetings and managed CITA workflow, assigning and closing out 1000+ tasks monthly.

Medical Administration & Billing Specialist Harkins & Associates Inc., Shevano Park, TX Jul 2022 – Dec 2022

• Managed patient scheduling, insurance verification, and billing processes.

• Informed patients of insurance benefits and secured payments.

• Maintained patient confidentiality in accordance with HIPAA guidelines. Unit Education & Training Manager 802d FSS, JBSA-Fort Sam Houston, TX 2019 – 2022

• Executed AF/unit training policies and provided guidance to personnel.

• Prepared and analyzed training status reports and implemented corrective actions.

• Managed Formal Training - Training Line Numbers (TLNs) and updates for military and civilian personnel.

• Streamlined Unit Training Manager matrix and synchronized OJT/Status of Training transition to myLearning, standardizing training for 1.2K+ personnel.

• Led Sexual Assault Prevention and Response (SAPR)/Suicide Prevention training, enhancing awareness for 350+ personnel.

Formal Training Manager 802d FSS, JBSA-Fort Sam Houston, TX 2015 – 2019

• Managed training for 6K+ AF members across multiple JBSA locations.

• Tracked training requests and TDY to School, verifying trainee status and eligibility.

• Communicated training needs and deficiencies to leadership.

• Developed, delivered, and evaluated E&T programs using the ISD process.

• Supported PPBES and POM development.

• Managed financial planning for training and RADs, including End-of-Year Close-Out.

• Processed and tracked 2,530+ TLNs across 47 agencies, managing $860K in training funds.

• Increased SAPR/Resiliency training completion rates from 37% to 95%. Senior Training Manager 728th Air Mobility Squadron, Incirlik AB, Turkey 2014 – 2015

• Initiated training for 160 unit personnel and coordinated course slots with local/regional agencies.

• Executed AF career field and unit training policies.

• Validated master training plans with 21 work centers and 18 AF career fields.

• Established a pre-testing program that maintained a 100% end-of-course pass rate.

• Created 12 new training plans, addressing a four-year program management gap.

• Developed and implemented a SAPR/Suicide Prevention training plan. Unit Training Manager 721st Aircraft Maintenance Squadron, Ramstein AB, Germany 2009 – 2014

• Managed training for 342 personnel conducting aircraft support operations.

• Forecasted and coordinated school requirements with maintenance supervision and regional headquarters.

• Managed Maintenance Information Systems Training products.

• Hosted two maintenance Pro Super mobile training teams, training 46 students and saving $131K in TDY costs.

Education/Certifications

• MBA Columbia Southern University

• BS, Human Resources Development Southwestern College

• AAS, Education & Training Management Community College of the Air Force

• AAS, Information Management Community College of the Air Force

• Certified Lean Six Sigma Green Belt Accredited

Clearence

• Active DoD Secret Security Clearance

• Interim TS/SCI Clearance

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