Manager, Organizational Development and Training Results-driven management professional with a consistent record of success leading teams to exceed company goals through solid leadership, mentoring and staff development. Demonstrated success in driving profits, productivity and business growth for Fortune 1000 companies. Superior communication, training and leadership skills. Highly regarded by peers and clients as a dedicated professional with high ethics. Core Competencies Budgeting & Cost Reduction Project Planning Negotiations Training Team Building
01/2012 to Current
Management ConsultantPolk Strategies － Detroit, MI
Served as Management Consultant for several small businesses.
Implemented procedures and developed policies as well as played an instrumental role in the streamlining processes of day to day operations.
01/2004 to Current
TrainerPinnacle Airlines － Romulus, MI
Facilitated training of new crew members including Captains, First Officers and Flight Attendants in the subjects of Crew Resource Management and Pinnacle's Crew Member Security program.
Contributed to the development of training manuals, visual aids and other resource materials.
Tested and evaluated trainees to measure progress and to evaluate effectiveness of the training program.
Adjusted training methods, delivery, and aids in accordance with measured results.
Worked closely with management to stay abreast on all departmental and procedural changes, with regard to daily functions to ensure practical application of training is achieved.
Served as a subject matter expert for new hires and for existing associates.
Assumed responsiblity for the research and development of new training methodologies.
Identified training needs and recommended solutions.
Completed Crew Member Self Defense training in Denver and Memphis.
01/2009 to 01/2011
Call Center SupervisorBroad-Path Health Solutions － Phoenix, Arizona
Supervised travel for Broad-Path's client in North Carolina and Tennessee.
Developed, led, and motivated a team of temporary customer service associates to provide prompt, courteous, efficient and high quality service to client's Provider Fee For Service Product.
Coached and developed Customer Service Agent staff that had little experience in customer service.
Trained them in customer service skills and interpreted benefits for the company's members.
01/2006 to 01/2009
Call Center SupervisorBlue Care Network － Southfield, MI
Developed, led, and motivated a team of bargaining unit customer service representatives to provide prompt, courteous, efficient and high quality service to increase customer satisfaction.
Interviewed, hired and trained new team members.
Monitored and randomly evaluated calls for coaching opportunities.
Interacted and maintained a working relationship with labor union representatives.
Applied my comprehensive understanding of the Master Labor Agreement and adhered to its guidelines daily.
Implementated policies and procedures for the call center.
Conducted monthly one on one meetings with each team member to give on-going feedback on call statistics, quality scores and to set goals to improve overall performance.
Handled escalated calls as necessary.
Conducted yearly performance evaluations and worked on special projects.
01/2002 to 01/2003
Consultant / ManagerStrategic Staffing Solutions － Detroit, MI
Served as the lead Consultant on this high priority project.
Responsible for delivering training in Detroit & Grand Rapids for client DTE Energy.
Managed Information Technology Service Department's Knowledge Builder Essential Skills training project.
Developed good working relationships with outside vendors.
Maintained databases of attendance and test scores utilizing Word, Excel and PowerPoint.
Administered Skills inventory for the Application Development Staffing Supervisors utilizing Access.
Demonstrated experienced in writing use cases as well as developing workflows.
Responsible for managing a $7 million dollar budget.
01/1999 to 01/2002
Consultant / ManagerStrategic Staffing Solutions － Detroit, MI
Responsible for providing managerial consulting to DTE Energy's Information Technology Services consisting of both DTE and contract personnel.
Managed an administrative team of seven.
Developed streamlined procedures for 300 contract employees.
Implemented procedures for the orientation of new employees.
Responsible for implementing cross training of administrative staff procedures.
Responsible for managing a budget of $1 million dollars for recruiting, hiring and supporting staff.
Coordinated internal moves, utilizing space for maximum efficiency and reevaluating and adjusting responsibilities to meet the changing needs of the department.
Updated Customer Service Billing coaching manual.
Delivered training to the coaches during implementation of Customer Service Billing gas utilizing Word, Excel and PowerPoint.Also, actively participated as a key member on three People Strategy Committees: Communications, Teamwork, & The design team.
01/1997 to 01/1999
Call Center SupervisorBlue Cross and Blue Shield － Detroit, MI
Led, developed and motivated a team of bargaining unit customer service representatives to provide prompt, courteous, efficient and high quality service with the goal of increasing customer satisfaction.
Interview, hire and train new team members.
Monitor and evaluate calls randomly for coaching opportunities.
Interact and maintain a working relationship with UAW representatives.
Comprehensive understanding of the Master Labor Agreement (MLA) and adhere to its guidelines daily.
Involved in the implementation of policies and procedures for the call center.
Conduct monthly one on one meetings with team each member to give on-going feedback on call statistics, quality scores and to set goals to improve overall performance.
Handle escalated calls as necessary.
Conduct yearly performance evaluations.
Also tasked with working on special projects under little supervision.
01/1989 to 01/1997
Customer Service RepresentativeBlue Cross and Blue Shield － Detroit, MI
Investigated, processed, resolved, and responded to member, provider or beneficiary inquiries received via telephone, written correspondence or in person regarding benefits, eligibility, materials forms, ID cards, PCP changes, complex inquiries and quality care issues.
Analyzed problems to determine the root cause and implemented effective solutions for the customer.
Demonstrated excellent customer service skills to our diverse client base.
In addition, was also selected to lead special projects and other assignments.
Bachelor of Arts: Management and Organizational DevelopmentSpring Arbor College － Spring Arbor, MichiganManagement and Organizational Development
administrative, Application Development, benefits, Billing, budget, call center, coaching, Consultant, consulting, client, customer satisfaction, excellent customer service, Customer Service, customer service skills, databases, delivery, forms, hiring, Information Technology, inventory, managerial, managing, Management Consultant, materials, meetings, Access, Excel, PowerPoint, Word, personnel, policies, processes, progress, quality, recruiting, research, Staffing, statistics, Strategy, supervision, Teamwork, telephone, training manuals, written