Construction Project Support Leader with 20+ Years Experience

Dedicated experienced manager with **+ years of experience in operations and customer focused settings. Consistently achieve high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations. Oversee safety and security worked with Federal Aviation Administration and Transportation Security Administration.

Respected builder and leader of cross functional teams; Work across the organization leading and building teams, instilling vision, managing programs and projects, overseeing personnel, planning process improvement and standardization. Strong commitment to quality and safety as a key driver of goal attainment. Lead by example and ensure the execution of all safety, security, quality and procedural policies.

Areas of Expertise

Program/Project Management

Operations Management

Customer Relationship Manager

Continuous Quality Improvement

Risk Management & Analysis

Systems & Process Improvement

Teambuilding & Training

Coaching & Developing Staff

Resource Management

Professional Experience

VERIZON WIRELESS — Charleston, SC

03/2009 to Present

Tech Expert, 04/10 to present

Senior Customer Service Leader, 03/09 to 03/10

Responsible for recruiting, training and supervising tier I technical support representatives and customer service representatives. Foster an environment in which customers enjoy high levels of service and employees are motivated to deliver top performance. Highly capable of quality management and leading teams.

Providing general supervision to cross-functional teams toward goal attainment.

Assist with policy and procedures, process improvement, total quality management, and performance metrics.

Managing special projects and working across the organization to achieve corporate, financial, and operational goals.

Administer quality process improvement to share best practices across the organization collaborating with quality, operations, customer service, while adhering to corporate policies and Federal Communications Commission regulations.

MAINE COTTAGE — Charleston, SC

06/2007 to 04/2008

Operations Manager

Ensured availability of merchandises and design services to customers. Maintained and conducted inventories, secured merchandise, protected employees and property for this high-end furniture retailer. Responsible for new hire training, implementing personnel policies and procedures, planned weekly schedule and payroll reporting.

Oversee financial budget for daily, weekly, monthly, quarterly, annual store operations.

Hired, developed and coached employees and supervisor.

Engaging and instilling vision to all employees and senior leadership.

NAVSCI — Charleston, SC

Director, Operations

01/2006 to 01/2007

Performed administrative activities associated with effectively managing shop operations to include compiling, storing and retrieving production data for reporting. Coordinated with senior leadership on project/program planning, scheduling, resource management of personnel and equipment, determined responsibilities of assigned organization and staff to meet business objectives.

Tasked with developing train-the-trainer for our customers to utilize product to improve fleet customer operations and efficiencies.

Partnered with US military and Governmental agencies.

Conducted weekly meetings via conference calls to review status of projects/programs and make adjustments or corrections.

Responsible for administering corporate policies and procedures across the enterprise.

US AIRWAYS— Charleston, SC

10/1998 to 09/2005

Supervisor

Responsible for supporting and developing a team of 50 customer service employees, flight crews and ramp personnel in the day-to-day airline operations. Administered safety and security standards and maintained Federal Aviation Administration/Transportation Security Administration regulation and compliance.

Responsible for aircraft, ground and security operations.

Led the implementation of a new reservation system conversion. Provided seamless transition from previous system to new system. Volunteered as the resident subject matter expert to provide additional expertise and remote support to surrounding cities in the region.

Provided daily coaching and annual performance review of staff. Recognized for achieving number 2 ranking in customer satisfaction and on-time performance year over year by Department of Transportation.

Fostered a positive working environment building relationships with customers, staff, governmental agencies, local authorities and management teams focused on safety and continuous improvement of airport operations.

Oversaw process improvement and tracked performance metrics to include safety, customer satisfaction and security for reporting to United States Department of Transportation. Ensure compliance with federal, state, and local rules and regulations pertaining to aviation operations at the airport

Education and Training

MBA Citadel Graduate College – Charleston, SC

MS PROJECT MANAGEMENT, CITADEL GRADUATE COLLEGE — Charleston, SC

Dual Certificate in Technical Project Management and Leadership from the School of Engineering focused on Project Management Body Of Knowledge Methodology, overview of Systems Engineering and principled leadership.

BA URBAN STUDIES, COLLEGE OF CHARLESTON — Charleston, SC

Majored in community planning, historical preservation and environmental studies with a minor in business administration and management.

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