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10213 Spruce Way, Ellicott City, Maryland 21042 EMAIL AVAILABLE PHONE NUMBER AVAILABLECandidate's Name
Professional SummaryI am a highly accomplished project and operational management professional. I am passionate about creating deep-seated client relationships and providing exceptional results. I have cultivated a portfolio of operational management skills by leading teams within the public and private sector. I am a collaborative and innovative change agent with proven results in leading global teams in multiple industries.Professional ExperienceBreakaway Physical Therapy, LLC 2022 - 2023Operations & Talent ManagerIncreased clinical staff productivity by 25% through the development of scorecards and targets.Exceeded target retention rate by 20% with the introduction of new client insurance model.Developed and enhanced the patient intake process, resulting in increased patient visit rates by 25%; increased conversion rate by 33% and reduced cancellation rate by 12%.Improved client relationships resulting in increased Medicare patients by 40%; reduced accounts receivable by 45% in one quarter and decreased no show patient visits by 35%.Managed the daily operations of the clinic, growing YTY revenue from $1.5M to $1.8M.Established centers first emergency awareness and response program with 0 incidents.Provided weekly business results, analysis, growth opportunities and projections to the owners.Provided leadership, coaching and performance management activities for entire clinic staff.Amazon.com, LLC 2019-2022Operations Site Delivery ManagerAchieved key metrics and audits for on time delivery at 95%.Led a team of 5 area managers for On-the-Road operations with 0 safety infringements.Managed daily operations for a volume of 40,000 parcels daily.Achieved 100% results in maintaining parity to budgeted hours for non-exempt employees.Monitored daily driver safety metrics and Department of Transportation compliance with 0 unresolved incidents.Graduated Amazon Academy Institute Senior Management Training ranked top 1/3 at 96% score.IBM Corporation, Global Technology Services 2014  2019Project Manager, Resiliency and Business ContinuityManaged a diverse set of state, federal, and private sector accounts representing annual revenue of $22M and achieved a client satisfaction score above target at 98%.Developed quality IT disaster recovery plans achieving 100% successful recoverability.Instituted IT solutions to improve clients experience and reduce client costs by 18%.Introduced a formal tracking mechanism to compare client needs against contract scope leading to a 3% increase in profit margin.Led SME technical teams to develop and produce detailed project plans 100% consistently on time.Achieved a score of 98% client satisfaction against a target of 96%.IBM Corporation, Global Technology Services 2006  2014Delivery Program Advisor / Business ContinuityManaged business continuity and resiliency service programs for $19.2M contracts; consistently achieved 97% client satisfaction with a 100% response rate.Conducted the end-to-end client experience for on-site disaster recovery exercises driving increased revenue $500k annually.Designed the federal corporate playbook for an Emergency Operations Center implemented across 3 data centers hosting more than 3,000 client disaster declarations.Recovered 100% of clients in 3 major national declaration disasters.IBM Corporation, Federal Fulfillment 2000-2006Federal Center ManagerInstituted a daily operations report to drive utilization efficiencies, resulting in annual expense savings of $200k.Developed a dispute management tool and shortened issue resolution by an average of 10 days.Conducted skip level interviews with 100% of employees, increasing managers satisfaction survey results from 89% to 96%.Led the development of a quarterly self-assessment program to reduce billing errors by 25%.Led the federal fulfillment division with over 100 employees and 6 operations managers processing monthly revenue flow of $120M.EDUCATIONBSBA, American University at Washington, DC. Professional Accounting and FinancePROFESSIONAL TRAININGAmazon Academy Member Institute, Senior Management TrainingCertification IBM Project Management Accreditation/TrainingEmergency Operations Center Leader/Advocate/ManagerAgile Training, IBMIBM Leadership Academy, Management CertificationFEMA Readiness and Deployment Certified and Current Badge Holder.ACCOMPLISHMENTSFederal Confidential Security Clearance - DHS/FEMA (2019-Present)IBM Balanced Leadership -Top award Supply Chain ManagementCPR TrainedSales and Marketing Boot Camp/Front Office Guru course of study