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Supplier Diversity Program Manager Resume Example

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SUPPLIER DIVERSITY PROGRAM MANAGER
Executive Summary

Tech-savvy Supplier Diversity Professional offering a comprehensive management background, including more than ten years as a supervisor. Areas of expertise include relationship building and communications 

Core Qualifications
  • Policy/program development
  • Cross-functional team management
  • Communication Skills
  • Training and Development
  • Energy Industry Knowledge
  • Community Outreach
  • Problem Resolution
  • Collaborative manager
Professional Experience
Southern California Gas Company July 2010 to Current Supplier Diversity Program Manager
Los Angeles, CA
  • Managed the Gas Construction Services Portfolio DBE participation including presenting challenges and opportunities to executives
  • Served as mentor to junior team members.
  • Launched Smaller Contractor Opportunity Realization Effort (SCORE) to include smaller diverse companies in supply chain
  • Advised, assessed and approved curriculum for SCORE boot camps which more than 100 suppliers attended
  • Increased DBE percentage from 33.56% to 38.46% Gas Field Services over three year period.
  • Mentored small construction company developed business.from $200,000 to $4M over two year period
  • Implemented the DBE Dashboard for company wide review of supplier diversity KPIs
  • Developed and refined process for responding to supplier requests by phone and email
  • Reviewed curriculum, coordinated participation and worked as liaison for partnership with USC Marshall Financial Success program.
  • Provided supplier diversity information panels as subject matter expert
  • Introduced potential DBEs to Primes and potential clients
  • Coached DBEs on the working with the Gas Company
  • Resolved conflicts between internal clients and new DBE suppliers through coaching and communication
July 2008 to July 2010 Customer Services Systems and Technology Supervisor
  • Managed team of 4 management level analysts and sr analysts
  • Authored requirements, developed test scripts, analyzed and documented results, and directed team testing support
  • Guided team in project management for implementation of multi-million dollar call center projects.
  • Researched and analyzed program errors, delegated team members to ensure resolution
  • Documented process flow for coordination of quarterly regression testing
June 2006 to July 2008 Business Systems Analyst
  • Developed System Requirements for implementation of software upgrade to allow field personnel entry of work time in mobile data terminal to post directly to timekeeping system
  • Recommended changes to design of user interface screens and reports to correspond to new projects or procedural changes.
  • Produced training documents and rolled out training to more than 50 clerks and supervisors across service territory.
  • Managed troubleshooting effort after implementation.
October 2000 to June 2006 Customer Contact Center Supervisor
  • Successfully managed the activities of 19-22 team members on multiple shifts.
  • Monitored performance and productivity by conducting quality observations, Authored appraisals and formally documented performance as needed.
  • Collaborated with Union representatives to conduct investigatory interviews and alternative dispute resolutions.
  • Ensured all employees adhered to company safety guidelines.
  • Adhered to Sarbanes Oxley requirements regarding Customer Contact Center policy and procedure.
  • Recommended changes to testing module to qualify Lead CSR candidates.
  • Conducted panel interviews for more than 200 prospective new hires, and quarterly testing for potential Lead CSR candidates.
  • Identified requirements, Authored training documents, directed effort to develop and implement new process for multiple order processing
  • Designed training documents, managed scheduling of classes, and trained Lead CSRs to provide training throughout organization.
August 1998 to October 2000 Performance Measurement Specialist
  • Conducted quality observations on newly trained call center representatives, analyzed findings, identified trends, and recommended actions to increase effectiveness of training modules
  • Managed updating of Customer Contact Center On-line Help intranet portal. Ensured latest procedures were uploaded and answered CSR email inquiries.
  • Defined strategy and spearheaded implementation for adding Training Handouts to intranet
  • Recommended tips to CSR's on how to effectively search for information.
Education
California State University MS: Information Technology Fullerton, CA

Coursework in programming and data communications

University of La Verne BS: Business Administration La Verne, CA
Riverside Community College AS: Business Administration Riverside, CA

Management Concentration
Affiliations

National Association of Minority Contractors - Major Corporate Partners Board member

Southern California Minority Supplier Development Council

Black Business Association of Los Angeles

Women's Business Enterprises Council - West

Recycling Black Dollars

American Indian Chamber

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Resume Overview

Companies Worked For:

  • Southern California Gas Company

School Attended

  • California State University
  • University of La Verne
  • Riverside Community College

Job Titles Held:

  • Supplier Diversity Program Manager
  • Customer Services Systems and Technology Supervisor
  • Business Systems Analyst
  • Customer Contact Center Supervisor
  • Performance Measurement Specialist

Degrees

  • MS : Information Technology
    BS : Business Administration
    AS : Business Administration

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