program manager resume example with 10 years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -
Professional Summary

Diverse professional with 10+ years cultivating success in public education, law enforcement, and community corrections. Passionate about reducing crime and protecting others through education and empowerment with a proven ability to build and maintain strong relationships, both internally and externally, while achieving mutually beneficial goals. Empathic leader with project management experience that includes a track record of success in developing and implementing successful programs, building and coaching high-performing teams, customer success, public speaking, and the ability to excel in multi-faceted and demanding roles that require sharp interpersonal skills, stout time management skills, constant adaptability, and ambiguity.

  • Learner’s Mindset
  • People, Product and Project Development
  • Problem-Solution Focus
  • Public Speaking/Presentation
  • Customer Service Champion
  • Team Building
  • Tech Savvy
  • Communication/Negotiation
  • Change Management
  • Budgeting and Resource Management
  • Critical Thinking
Work History
09/2021 to Current
Program Manager Kindercare Frisco, TX,
  • Collaborate with local schools and community organizations to develop and launch 7 successful afterschool programs, resulting in increase of 20% in student participation and engagement, and 6% reduction in juvenile crime in community
  • Lead and coach team of 8-10 high performing Site Supervisors to deliver outstanding enrichment and experiences to campus staff, students, families, and community stakeholders
  • Introduced dual agency communication plan to ensure effective communication, collaboration, and execution with cross-functional teams to achieve highest value for customers and stakeholders
  • Build and nurture relationships with key customers, stakeholders, and program team, and continuously analyze quality indicators and key points of interest to preserve and grow 92% satisfaction rate
  • Create processes and systems to drive mutual achievement of goals while meeting local, state, and federal compliance requirements
  • Oversee recruitment, talent acquisition, onboarding, initial training, ongoing development, employee management and solution-focused friction resolution
  • Deliver on-site support and presentations to meet customer need, communicate data driven success of programs and areas of opportunity for growth.
07/2019 to 09/2021
Success Manager West Asset Management, Inc. Work From Home - Tx, TX,
  • Created trusting, diverse, collaborative, inclusive, and strength-based culture through support, education, and team building that produced high-quality team of 10 account associates who maintained highest customer satisfaction score for fiscal year
  • Successfully managed portfolio of 55+ customer accounts from “new to renew”, including onboarding, adoption, expansion, and renewal
  • Established and maintained deep understanding of customers' needs and goals to provide tailored solutions with evidence-based practices, such as motivational interviewing
  • Analyzed and reallocated team assets to construct Innovation Team to drive net revenue retention, producing 15% churn reduction
  • Led successful implementation of new organizational structures, resulting in 20% increase in efficiency and 18% increase in employee satisfaction through effective change management strategies
  • Designed and implemented learning curriculum, programs, as well as policy and procedure to measure, maintain and improve department function per success plans
  • Adeptly navigated tough conversations and situations with well developed interpersonal skills, de-escalation management techniques and solution-oriented methodology.
01/2017 to 01/2020
Crisis Team Member Pearce Services Fresno, CA,
  • Proactively assisted law enforcement in reduction of recidivism and progression of family and domestic violence in community through intervention and referral.
  • Demonstrated respect, friendliness and willingness to help wherever needed
  • Used critical thinking to break down problems, evaluate solutions and make decisions
01/2013 to 07/2019
Quality Control Administrator Lubbock-Crosby County Community City, STATE, Lubbock, TX
  • Advised, coached, counseled and audited staff to support and adhere to legal mandates, laws, human resources policies, procedures, programs, labor relations, grant conditions and court expectations to manage risk, liability, reduce crime and uphold department respected reputation
  • Led team of on-site security staff, technicians, and supervision officers to ensure safety and productivity of daily operations, programs, and community safety
  • Served as liaison and key point of contact to ensure effective and fruitful relationships with community members, contract providers and law enforcement agencies
  • Spearheaded process improvement using technology to create innovative internal communication system and onsite drug testing unit that reduced expense, improved function by 40 % and reduced risk
  • Proficiently trained corrections staff across Texas in areas such as cognitive/behavioral change, motivational interviewing, risk/needs assessments, mental health services, substance use education, evidence-based practices, trauma-informed care, and effective communication techniques
  • Collaborated with employees, supervisors, administrators, and other agencies to develop effective strategies to address risk and needs of criminal offenders, victims, staff, and community to continually improve safety and reduce crime.
Expected in to to
Bachelor of Science: Human Development and Family Studies
Texas Tech University - Lubbock, TX

Cognitive Reflective Communication
Motivational Interviewing
Strategies for Case Supervision
Thinking for A Change
Strategies for-Improvement and Change
Trainer of Trainers: Community Supervision, Foundation Skills for Trainers
Mid-Management Leadership
Loan Signing Agent
Cyber Security Safety

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Resume Overview

School Attended

  • Texas Tech University

Job Titles Held:

  • Program Manager
  • Success Manager
  • Crisis Team Member
  • Quality Control Administrator


  • Bachelor of Science

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