Supervisor/Lead SME (Subject Matter Expert) Resume Example Maximus

SUPERVISOR/LEAD SME (SUBJECT MATTER EXPERT)

Career Focus

Distinguished executive accomplished in increasing organizational productivity, reducing staff turnover and discovering cost-saving solutions to operational problems. Recognized as a decisive leader, excellent team player, that is customer focused, self-driven, ambitious, committed, proficient and deadline-oriented.

Summary of Skills

Process development
Complex problem resolution
Cost reduction
Project analysis
Detail-oriented

Business analysis
Operations management
Decisive leader
P&L management
Procedure development

Accomplishments

Closed Good Samaritan Haven's $42,000 deficit and ended the year with a $13,000 surplus, by accessing new funding streams, increasing community support and existing grants.

Streamlined and improved business tactics, which reduced company costs by 30% and increased community support by 56%.

Saved 25% in supply costs by renegotiating vendor contracts.

Rolled out 15 new company policies in just 6 months, resulting in facility becoming and staying at capacity for 6 consecutive months.

Professional Experience

Supervisor/Lead SME (Subject Matter Expert), 05/2015 to 01/2016Maximus － Irving, TX

Train supervisors and agents in best practices, supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed.
Perform tasks to assure project and program service level requirements and goals are met.
Assume leadership responsibility for departmental tasks and contact center activities as required.
Support and enforce contact center expectations.
Assist with escalated issues or cases as needed.
Evaluate employee key performance indicators and identify training needs and development opportunities.
Develop work schedules and assign duties to direct report personnel to ensure efficiency.
Discuss job performance concerns with employees to identify causes and issues and works closely with the Human Capital department on resolving problems.
Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
Evaluate employees' job performance and recommend appropriate personnel action.
Software Quantum Choice, Blackboard, ICD-10, Expert in Microsoft Office/Suite etc.

Executive Director, 10/2013 to 05/2015Good Samaritan Haven － Barre, VT

Created new revenue streams through accessing new grants, community based funding, partnerships etc.
Overall strategic and operational responsibility for GSH Nonprofits staff, programs, expansion, and execution of its mission.
Develop deep knowledge of field, core programs, operations, and business plans.
All Human Resource tasks including but not limited to training, coach and mentor staff to ensure smooth adoption of new program(s).
Strengthened company's business by leading implementation of updated policy and procedures.
Implemented innovative programs to increase employee loyalty and reduce turnover.
Developed and rolled out new policies, developed new forms, paperwork and screening tools to better monitor data and statistics.
Increased profits by 60% in one year through restructure of business line, Maintained Organizations P+L.
Oversaw daily office operations for staff, inventory and office supply purchases.
Created employee manual including training and development.
Developed and directed strategy for launch of new programs that became #1 in Central Vermont 11 months after launch. By working closely with other agencies that work closely with vulnerable population.
Facilitated organized record retrieval and access by maintaining filing system for both in-house and discharged residents.

Business Consultant, 05/2001 to 09/2004WCS － Cary, NC

Responsible for understanding business process management and business requirements of the client.
Deliver results after thorough research of functional needs by collaborating and communicating with various stakeholders, both internal and external to the company.
Use strong analytical reasoning to understand end user's requirements and transform them into operational application.
Acquire deep knowledge of working systems and bring efficient and effective changes for better performance.
Participate in the administration of project and program contract activities.
Extract, analyze, and report data to support program activity and assist in management decision making.
Audit, evaluate, track, and report program implementation and project activity for Quality Assurance and contract compliance purposes.
Plan, implement and maintain program and contractual changes.
Work closely with operations and systems staff to define requirements, test criteria, and success factors.
Analyzing business processes for inefficiencies.
Writing client process change requests and document as needed.
Creating business requirement artifacts (requirement traceability matrix, business requirements document, process flows, etc.) and working with business subject matter experts and program resources to ensure business requirements are clearly understood.

Education

MBA:Organizational Management,2016Southern New Hampshire University － Manchester, NH, USA

Organizational Management

BS:Applied Behavioral Science,2013Ashford University － Clinton , IA, USA

Applied Behavioral Science

Professional Affiliations

Consultant to Board of Directors GSH - Present

Board of Directors A Veterans Place - 2013 - 2015

Skills

Business Development
Departmental Operations Management
Account Management
Program/Project Management

Resume Overview

Companies Worked For:

Maximus
Good Samaritan Haven
WCS

School Attended

Southern New Hampshire University
Ashford University

Job Titles Held:

Supervisor/Lead SME (Subject Matter Expert)
Executive Director
Business Consultant

Degrees

MBA : Organizational Management , 2016
BS : Applied Behavioral Science , 2013

Supervisor/Lead SME (Subject Matter Expert) Resume Example

Resume Score: 90%

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