Experienced professional bringing 20+ years of development, quality assurance, IT and business operations experience. Industries include telecom, financial, utilities and retail POS.
Versatile Senior Director highly experienced in Engineering and Operations. Hands-on leadership and management background with a solid track record of success in process optimization and operational restructuring.
Effective people manager and big-picture thinker adept at leading projects from concept through completion. Numerous multi-year interrelated projects. Organized Program Manager adept at overseeing logistics operations and supply chain projects. position with a growing operation.
Skills
Policy and procedure improvements
Program leadership
Performance monitoring
Project coordination
Individual instruction
Lead generation
Key accounts and territory management
Brand management
Issue and conflict resolution
Contract development and management
Project planning
Team management
Friendly, positive attitude
Active listening
Experience
01/2008 to Current
Program Manager Solutions DeliveryBlue Shield Of California – Los Angeles, CA,
Direct, manage, supervise all aspects of Customer Solutions for Utilities Industry.
Collaborate closely with sales and marketing identifying opportunities.
Create budgets for each project.
Manage and track budgets to meet or exceed financial goals.
Write and respond to RFP (Request for proposal) and RFQ's (Request for quotes).
Build solid working foundations with customers.
Improved over 50% by altering approach to transparency.
Prepare and present status and informational reports.
By identifying across customer templates for status reports improved customer satisfaction by 35%.
Enhance professional Services group by building specific training classes for each job code.
Provide continuing education utilizing workshops, and town hall meetings.
Strengthened expertise by 47%.
Collaborate with manufacturing in identifying needs and dates.
Working with peers to improve turn around by 20%.
Improve working relationships with vendors and sub contractors through strong communications and team atmosphere.
Locate and identify real estate for each project.
Warehouse and office space.
Hire local personnel for deployment when possible (Provide training and safety classes for all deployment personnel).
Maintain core group to act as trainers, mentors and delivery personnel.
Schedule product delivery and roll outs (water, gas and electric meters.
Provide quality service personnel for improved delivery cycle.
This has increased delivery solutions by 20%.
Complete projects and maintain strong working relationships with clients Senior Director of Operations / Senior Director Network Operation Centers.
Delivered training for staff development, change management and materials, process and technical controls.
Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
Eliminated downtime and maximized revenue by providing top project quality control.
Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion.
Planned and conducted strategy meetings to brainstorm new ideas and deliver program and milestone updates.
Helped team members improve productivity and performance through hands-on coaching in order to achieve company objectives.
Monitored and created reports showcasing program outcomes to communicate results with clients and stakeholders.
Uncovered issues to determine solutions and assist program participants.
01/2000 to 12/2007
Senior Director of Operations & NOCNEXTEL & SPRINT – City, STATE,
Support and Directed all aspects of NEXTEL's wireless network.
Collaborated with peers to maintain and exceed customers expectations.
Enhanced personnel group through hiring "right fit" personnel and improved training for all employees.
This really helped in building network.
Washington Post best network year over year.
Created strong team experience by introducing across organizational team building and communication building.
Not only did this bring more awareness to entire organization it became safe place to discuss ideas and issues.
This increased communication by 40%.
Improved field issues by identifying early planning and time lines for annual events (down tilting, storm preparedness, disaster recovery and network failures.
Consistently exceeded financial goals set for organization.
Increased real estate (cell towers) across region.
DC, Mid-Atlantic and southeast areas by 18% each year.
Improved personnel retention through open communication and well defined goals.
Overall responsibilities for all of SPRINT's Network Call Centers, (NOC.
Monitored subcontractor operations and applied effective time, resource and money management strategies to delivery under-budget project completion.
Conducted routine quality audits to verify progression against specifications and initiated corrective actions to remedy concerns.
Coordinated with site personnel, clients and local government officials to achieve on-time project delivery.
Managed hiring for certain roles and actively coordinated talent management and recruitment.
Collaborated with construction administration consultants to schedule field observations.
Recruited and hired individuals demonstrating passion, dedication and added value to team.
Trained over 200 employees on business principles, best practices, protocol and system usage.
Represented integrity and professionalism in all areas of business, serving as mentor and roll model to staff.
Conducted staff evaluations and determined promotions and realignments or reductions in workforce.
Assessed each employee's individual strengths and delivered mentoring to improve upon weak skill levels.
Identified and solved complex strategy problems to drive organizational goals.
Analyzed variable data for operations to determine areas for improvement, increased efficiency and potential cost savings.
Monitored progress by establishing plans, budgets and measuring results.
02/1995 to 01/2000
Program Manager ConsultantAT&T Government Solutions, AT&T Wireless, BPE – City, STATE,
Designed, built and maintained Network Operation Centers for BB&T, ATT Government solutions.
Instituted process improvements for various clients such as; AT&T wireless,.
Restructured AT&T wireless quality assurance group by introducing formal test designs, plans procedures and test summaries.
Evaluated and restructured customers Network Operations Centers.
Introduced and built quality assurance group for US Banks.
Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Defined clear targets and objectives and communicated to other team members.
Directed training and retraining of employees to boost performance and enhance business results.
Communicated best practices among on-site and external personnel to align efforts and goals.
Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
Defined clear targets and objectives and communicated to other team members.
Managed quality programs to reduce overdue compliance activities.
Performed forecasting to identify necessary changes for supply chain business.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Delegated work to staff, setting priorities and goals.
Treated associates with fairness and respect, providing recognition of accomplishments.
Education and Training
Expected in 09/1982
Bachelor of Computer Science: Computer Science Ohio University - Athens, Ohio, GPA:
Accomplishments
Leadership of greater than 400 employees with several direct reports
wireless technology experience
ITIL certified
PMP certified
Agile, Lean program management
Process improvement
SKILLS.
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