20 years of progressive analytical and managerial experience creating and analyzing successful product and service programs.
*Direct experience creating programs for corporate and government entities, for internal and external customers.
*Team developer, corporate champion - enthusiastic and organized work ethic - focused on motivating others to succeed.
*Establish genuine rapport with all stakeholders. Utilize comprehensive product and program knowledge and enthusiastic personality to quickly determine the needs of clients with diverse cultures and personalities in order to recommend appropriate solutions.
Word, Excel, PowerPoint, Access, Outlook, PeopleSoft, Adobe, Oracle financial systems, SAS, SPSS, MS-DOS, Deltek systems, and various enterprise wide management systems.
Research Support Manager, 01/2006 － CurrentRAND Corporation － Arlington, VA
Customer Service Support, Team Leadership, Staff Development, Budget Oversight Recruit and manage forty-two employees who support the operational, logistical and administrative needs for 300 world-class policy researchers.
Coordinated annual training events for employees including on-site subject matter experts, department heads, and contracted third party sources.
Work with individual researchers and teams to identify support needs and resources for existing government contracts, newly awarded projects, and opportunities in the proposal stage.
Monthly review and analysis of budget and compliance to its bi-weekly results.
Steering committee member for several projects including departure process for separated employees, roll-out and integration of MS2007 operating system, and process planning for space and logistics software/database system (Segue), and talent acquisition management software (e-recruit).
Compressed work loads through training and automation resulting in a 20% savings in labor cost.
2009, led all sites with more training and development for staff opportunities under a strict budget guidelines.
2008 Corporate Impact Award recipient.
Marketing Program Manager, 01/2000 － 01/2006U-Haul － Phoenix, AZ
Hitches and Accessories, Market penetration, Product/Program/Service Analysis and Development, Merchandising, Sales Analysis, Project Team Leadership.
Director of Business Client Technical Support, 01/1995 － 01/2000
Professional Team Leadership, Budget Development/Oversight, Client Account Management, Public Speaking Manager of Quality Assurance & Training Staff Development, Report analysis, Business Planning, P&L Management, Service Analysis, Process Improvement, Sales, Marketing, Reports, Presentation Business Account Proposal Writer Client Account Support, Proposal Development, Marketing MicroAge, Teleservices Tempe, AZ Managed staff development for all 1,200 employees, client accounts and physical sites for MicroAge TeleServices Call Centers in Arizona, California, and Nevada.
Developed and delivered complex presentations on quality metrics and budgeting for upper management and potential clients.
Reviewed daily call center metrics on volume, call time, and quality assurance.
Reported daily actions to client managers.
Developed career-training programs that were implemented in state and county employment agencies of California and Nevada and Arizona, which resulted in technically skilled residents in rural communities that has attracted technical companies and ultimately higher paying jobs.
Developed and distributed marketing materials emphasizing employee development, customer service and quality assurance as the core to successful call center operations.
Created and executed business plan to sell quality assurance as a product and service to offset the costs providing in-house services.
Largest proposal/contract generator over a 2 year period Promoted four times in five years.
Business Customer Service Analyst, I - III, 01/1992 － 01/1995Walsh Amer./PMSI － Phoenix, AZ
Product Development, Marketing, Sales, Quality Analysis Analyzed and presented on weekly, monthly, and quarterly statistical reports for pharmaceutical companies.
Created and implemented QA queries for a 25 billion prescription/prescriber record database.
Expanded prescriber database from medical doctors to included ancillary prescribers resulting a more robust information system for the marketing departments of pharmaceutical firms.
Expanded direct customer accounts from six to thirteen Promoted twice in two years.
2008University of PhoenixMBA
Master of Business AdministrationFinance and Program AnalysisFinance and Program Analysis
1991Eastern Michigan UniversityBA
Bachelor of Business AdministrationFinanceFinance
Shipley's Proposal Writing, Crosby's Continuous Improvement Processes, AMA Effective Business Writing, Praendex Certified Administrator, COPC-2000Certified, MS Project
Account Management, administrative, Adobe, automation, Brand Management, Budget Development, budgeting, Budget, bi, business plan, Business Plan Development, Business Planning, Business Writing, call center, Hardware, Continuous Improvement, contracts, Contract Management, Cost-Reduction, Client, clients, Customer Service, database, Staff Training, Event Planning, financial, government, Leadership, Team Leadership, logistics, Market Analysis, Marketing Plan Development, marketing, Market, marketing materials, Merchandising, Access, Excel, Outlook, PowerPoint, MS Project, 2000, Word, MS-DOS, Negotiation, enterprise, newsletter, operating system, Oracle financial, Packaging, PeopleSoft, presentations, Processes, Process Improvement, Product Development, Program Development, Program Planning, Project management, Proposal Writing, Proposal Development, Proposal, Public Speaking, Quality, quality assurance, QA, reporting, retail, Sales, Sales Analysis, SAS, SPSS, Staff Development, Strategic Planning, Supervision, employee development, training programs, Writer
Master of Business Administration Finance and Program Analysis BA
Bachelor of Business Administration Finance Shipley's Proposal Writing, Crosby's Continuous Improvement Processes, AMA Effective Business Writing, Praendex Certified Administrator, COPC-2000Certified, MS Project
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