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
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Professional Experience
Mckinstry Co.July 2010 to CurrentSupplier Diversity Program Manager
Brooklyn Park , MN
Brooklyn Park , MN
- 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 2010Customer 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 2008Business 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 2006Customer 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 2000Performance 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 UniversityMS: Information TechnologyCity, State
Coursework in programming and data communications
University of La VerneBS: Business AdministrationCity, State
Riverside Community CollegeAS: Business AdministrationCity, State
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
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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