Innovative human resources professional with 15+ years of experience providing outstanding customer service while leading programs in areas of performance management, leadership development, training, coaching and workforce engagement. Proven ability to effectively manage overly complex projects, mitigate risks, define organizational structure, and human capital requirements in alignment with business goals; inclusive of fostering an environment that embraces change. Possess experience in directing the day-to-day operations in a multifaceted setting, managing departmental budgets, procurement, grants management, developing and implementing strategic systems, supervising ancillary staff and facilitating regulatory standards. Comfortable giving engaging presentations to clients to drive new business, expand accounts and establish brand profile. Excellent team builder and leader of initiatives.
Six Sigma, Green Belt
Spearheaded outreach events and projects, principal ambassador, developed programs and strategies to represent the vision of the organization. Utilizing excellent organizational and communication skills, maintained and nurtured relationships between the company, staff, external organizations, the media and the virtual community in support of reaching organizational goals. Organized community outreach programs and coordinate special events that promote products, services, or ideas. Frequently attended relevant events and activities to represent the company and build strong relationships with key community members.
Served as the principal point of contact for two Counties as a government liaison conducting diligent outreach. Collaborated with various community and government leaders to ensure that their organizations were properly represented in the 2020 Census.
Accountable for developing work measurements for use in improving hub job set-ups and operational conditions that reduce cost and meet service commitments by auditing operating plans and compliance.
Worked with the Employment Coordinator as a liaison between government agencies, the industry, and community-based organizations for unskilled and unemployed individuals to obtain job placement.
Reported to the Director of Operational Excellence for Verizon Lean Six Sigma, supporting 30 trainers.
Served as a subject matter expert to diverse audiences in communication, customer service, sales, training, retention, administrative policies, and procedures.
Supervised, trained, and managed the performance of over 50 Customer Care Representatives, including payroll, staff development, client services, performance appraisals and claim assignment while utilizing critical thinking and problem-solving skills to resolve issues and respond to inquiries.
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