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Senior Program Manager Resume Example

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SENIOR PROGRAM MANAGER
Executive Summary
Professional with 21 years' experience & proficient in Operations Management, District Management, Hospitality Management, Retail, Retail Banking, Program Management, & Hardware Compliance. I'm an individual contributor, bilingual in English and conversational in Spanish.
Core Qualifications
  • Operations management
  • Staff development
  • Cross-functional team management
  • Sound judgment
  • Staff training
  • Supervision and training
  • Calm under pressure
  • Computer-savvy
Professional Experience
Senior Program Manager05/2015 to Current
National Technical SystemsNewark, Ca
  • Manage the full scope of client projects to ensure that clients' needs are met while striving towards optimal utilization of internal resources, including creating proposals, defining scope of work, and making recommendations to clients as appropriate during the service delivery process.
  • Communicate with internal groups to ensure that any obstacles to timely project completion are addressed quickly and appropriately.
  • Manage the scheduling of the testing facilities and engineers for client projects in the project management system.
  • Assist the Program Management team with various administrative tasks.
  • Scheduling all projects within the Environmental/Dynamics and Product Safety Teams.
  • Process invoicing.
  • Assisting teams with Test Plans.
  • Assist Sales with the promotion of NTS' various products and services whenever possible.
  • Assist Sales in scheduling meetings and tours for prospective clients.
  • Maintain ongoing communication with the NTS' sales representatives and sales management to ensure that all client issues are understood and addressed in a timely manner.
  • Remain informed about competitors' services and business practices.
  • Provide education and assistance to existing and potential clients.
  • Develop and maintain thorough knowledge of NTS' processes and capabilities.
  • Develop and maintain knowledge of the compliance services industry.
  • Provide training and back-up assistance to other Program Management/Program Coordination staff as needed.
  • Participate as team member to accomplish departmental, site-wide & corporate objectives.
  • Provide backup assistance to receptionist when needed.
San Jose District Operations Manager08/2013 to 12/2014
Homejoy IncSan Jose, Ca
  • Managed a team of 106 independent contractors, 2 assistant managers from the San Mateo Bridge to Gilroy (North to South) and from Livermore to Half Moon Bay (East to West).
  • Did all interviewing, recruiting, orientations, hiring and firing, monthly P&L, training programs, customer service, ordering inventory, and major field operations.
  • Oversee activities directly related to providing services.
  • Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
  • Manage contractors, preparing work schedules and assigning specific duties.
  • Direct and coordinate organization's financial and budget activities to fund operations, maximize investments, and increase efficiency.
  • Establish and implement departmental policies, goals, objectives, and procedures, conferring with upper management, and staff members as necessary.
  • Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes.
  • Plan and direct activities such as sales promotions, coordinating with other department heads as required.
  • Determine customer demand.
  • Perform difficult staffing duties, including dealing with understaffing, refereeing disputes, firing employees, and administering disciplinary procedures.
  • Plan and conduct new employee orientation to foster positive attitude toward organizational objectives.
  • Administer compensation, benefits and performance management systems, and safety and recreation programs.
  • Train instructors and supervisors in techniques and skills for training and dealing with employees.
  • Hire employees and process hiring-related paperwork.
  • Inform job applicants of details such as duties and responsibilities, compensation, benefits, schedules, working conditions, or promotion opportunities.
  • Schedule or conduct new employee orientations.
Senior Personal Banker11/2011 to 07/2013
Wells Fargo Bank N.APalo Alto, Ca
  • Giving clients 5 star customer service, and helping them reach their financial goals.
  • Establish and maintain relationships with individual or business customers or provide assistance with problems these customers may encounter.
  • Prepare operational or risk reports for management analysis.
  • Balance currency, coin, and checks in cash drawers, and main vault at ends of shifts, and calculate daily transactions using computers, calculators, or adding machines.
  • Examine checks for endorsements and to verify other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents.
  • Count currency, coins, and checks received, by hand or using currency-counting machine, to prepare them for deposit, shipment to branch banks, and the Federal Reserve Bank.
  • Order a supply of cash to meet daily needs.
  • Receive and count daily inventories of cash, drafts, and travelers' checks.
  • Prepare and verify cashier's checks.
  • Sort and file deposit slips and checks.
  • Answer customers' questions, and explain available services such as deposit accounts, bonds, and securities.
  • Refer customers to appropriate bank personnel to meet their financial needs.
  • Interview customers to obtain information needed for opening accounts or renting safe-deposit boxes.
  • Collect and record customer deposits and fees, and issue receipts using computers.
  • Investigate and correct errors upon customers' request, according to customer and bank records.
  • Execute wire transfers of funds.
Hotel Assistant Manager11/2007 to 11/2011
Hyatt HotelsBurlingame, Ca
  • Initially hired as a houseman in 2007, and was quickly promoted to Executive Housekeeping Management, Front Desk Management, and eventually to Hotel Assistant Management.
  • Responsibilities and Accomplishments:.
  • Successfully oversaw three departments totaling 200+ employees in Front Desk, Security, and Housekeeping to ensure customer service excellence by doing daily overviews with staff to ensure increased quality.
  • Check In process service scores rose from 67% to 86%.
  • Customer Service scores rose from 57% to 71%.
  • Room Clean and Fresh scores rose from 49% to 81%.
  • Handle all escalated customer service issues, and ensured guest satisfaction.
  • Managed ordering for the entire Rooms Division.
  • Held weekly meetings with all department leads to collaborate on service strategies, and go over survey results.
  • By doing weekly meetings, scores increased by 25%.
  • Did weekly P&L Reporting as well as monthly presentations to make sure departments were on track.
  • Managed scheduling in all three departments.
  • Managed transporting of High Value Clients to and from the airport or to restaurants of their choosing.
  • Helped Convention Services with meeting room setups and breakdowns, as well setting up meetings in guest room suites.
  • Oversaw Valet staff in the front of the hotel to make sure Guest Service was top of mind.
  • Conducted daily safety Housekeeping training with employees to ensure a healthy work environment that lead the housekeeping team to 197 days with no accidents in 2010.
  • Responsible for weekly scheduling to meet company business demands for scheduling efficacy.
  • Created monthly detailed payroll analysis every month-end for corporate.
  • Conducted staff performance reviews monthly.
  • Conduct or arrange for ongoing technical training and personal development classes for staff members.
  • Ordered supplies for the department, and stayed in budget.
  • Ranked 3rd in the company for order efficacy.
  • Assisted in service challenges and responsibilities for the front office, security, bell staff, and food/beverage teams as needed.
  • Responsible for ensuring all rooms and floors are appropriately cleaned and stocked for newly arriving guests and housekeeping staff for next day.
  • On call for any and all customer service issues that arose during my shift.
  • Delivered requested items to guests when needed, ranked 6th in the company for being quick and efficient.
Guest Service Team Lead08/2006 to 11/2007
Target CorpSan Mateo, Ca
  • Greet customers and ascertain what each customer wants or needs.
  • Recommend, select, and help locate or obtain merchandise based on customer needs and desires.
  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Effectively managed scheduling for 6 departments.
  • Ranked 7th in the company in accuracy.
  • Coached team members regarding successful customer service strategies which increased scores from 37% to 67% in 3 months.
  • Conducted cashier and front desk duties as needed.
Assistant General Store Manager08/1996 to 08/2006
McDonald's CorpSan Mateo, Ca
  • Responsibilities and Accomplishments:.
  • Successfully managed the day-to-day business and service activities of the store.
  • Managed and assigned work schedules on a weekly basis.
  • Assumed direct responsibility of overseeing the hiring and training of new employees in customer service, as well as individual work-station training.
  • Managed store Profit & Loss statements and reporting.
Education
High School Diploma: General Education2000San Mateo High SchoolSan Mateo, CA, USA
Organizations
Community Outreach
Skills
Hard-worker, Adding Machines, Administrative, Balance, Benefits, Budget, Cost Reduction, Customer Service, Delivery, Financial, Financial Statements, Hiring, Firing, Front Office, Inventory Control, Invoicing, meetings, Payroll, Performance Reviews, Performance Management, Personnel Management, Presentations, Processes, Profit, Program Management, Project Management, Proposals, Quality, Recruiting, Staff Motivation, Reporting, Safety, Sales, Sales Management, Scheduling, Staffing, Team Building, Technical Training, Telephone, Training Programs, Leadership, Multi-million-dollar P&L Management, Multi-unit Operation Management, Departmental Operations Management, Operations Start-Up, Organizational Restructure and Change, Outsourcing, PC Competent, Problem Resolution, Customer Relations, Time Management, Bilingual.
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Resume Overview

Companies Worked For:

  • National Technical Systems
  • Homejoy Inc
  • Wells Fargo Bank N.A
  • Hyatt Hotels
  • Target Corp
  • McDonald's Corp

School Attended

  • San Mateo High School

Job Titles Held:

  • Senior Program Manager
  • San Jose District Operations Manager
  • Senior Personal Banker
  • Hotel Assistant Manager
  • Guest Service Team Lead
  • Assistant General Store Manager

Degrees

  • High School Diploma : General Education 2000

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