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Title Customer Service Program Management
Target Location US-FL-Tampa
Email Available with paid plan
Phone Available with paid plan
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Candidate's Name
L i t h i a, F l o r i d a 3 3 5 4 7PHONE NUMBER AVAILABLEEMAIL AVAILABLEC O R E C OMPETENCIESTeam Leadership Budget Analysis Customer ServicePlanning and Development Sales Training Learning Management System Safety Management Medical Training DOD Training Manager Program Management Workforce Planning Operations Management H I G H L I G H T O F A C H I E V E M E N T SVersatile and adaptable performance-driven leader offering over 10 years of training, operational, and program management experience and over 12 years of documented management success.Fixed numerous multimillion-dollar discrepancies, before turning over documents to overseas clients, allowing the company to retain customer base, and save monetary funds.Administered emergency medical care in the field in the field and humanitarian situations. Served as a first responder and triaged illnesses and injuries to save lives.Devised innovative programs that supported the organizations objectives. Strategized with the marketing team to improve strategies. Supervised program execution, recruited and trained staff, provided updates on project status, and made sure the programs schedule is respected.Promoted operational efficiency in training over 1,000 reclassifications of students. Managed over $5M dollar projects which coordinated with multiple entities while staying on schedule and within budget.Saved over $1M dollars by standardizing and streamlining business processes, establishing program guidelines, and streamlining production.Motivated and united teams to complete initiatives and deliver company goals on time, within budget, and to specification, fulfilling customer requirements and providing unparalleled customer service.Experienced in training employees in Learning Management System (LMS), SharePoint, and Blackboard. P R O F E S S I O N A L S UMMARYWichita Mountain Estates Volunteer FD (Remote) 2013  Present Public Relations OfficerTrained in incident response leadership. Federally Certified Public Relations leader. Built partnerships across wide range of media (print, radio, web, television) and ran emergency communication for over 300 community members, and other agencies. Promoted and taught proper emergency management procedures and skills. Developed promotional strategies and plans. Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar for publication use. Coordinated logistics for productions and events. Wrote and awarded over$120,000 dollars in grants.Red Zone LLC (Lawton, OK) 2018-2020Instructor / TrainerPromoted operational efficiency with targeted workforce training programs for over 1,000 students annually. Identified technical labor requirements to address equipment and material shortages and arranged for corresponding instruction.Managed course logistics, ensuring requisition of instructional items. Analyzed training effectiveness and conducted performance evaluations to ensure skill competency. Raytheon (Lawton, OK)Senior Instructor Writer/Team Lead/Learning & Development 2011 - 2018Planed, developed, and provided training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.Supervised numerous instructors adherence to proper run times and schedules as well as to safety compliance. Partnered with customers and product development teams to review test products for conformity to standards and requirements.Assisted with the development of operational standards, trend analysis, strategic business goals, and team building to increase productivity.Evaluated production data to plan metrics, make strategic changes towards training and operational standards to drive teams success in established business plan goals. o Verified and validated over 100 manuals for quality and accuracy. o Managed $5M+ projects (ex: ground up courses), which required coordinating and leading multiple writers, graphic artists, and editors.o Graduated over 2,000 students both foreign and domestic. o Saved over $1M by standardizing and upgrading material, requiring fewer re-writes. o Wrote, validated, and reviewed over 800 lessons for US Government and Foreign Military Sales.US ARMY (Fort Bliss/Fort Sill)Manager/Supervisor 2003-2020Managero Managed over 15 personnel at any given time, addressing training needs and providing mentorship for optimal performance. Managed over $1M dollars worth of equipment. Supervised all daily activities along with structuring training and monthly schedules.Medic/ER Techo Trained other Soldiers in lifesaver/first responder courses and provided care on base. Coordinated with doctors and registered nurses to develop care plans for patients. Demonstrated ability to lead and motivate outstanding healthcare teams. Provided emergency medical treatment, limited primary care, and health protection and evacuation. o Proficient in EKG, CPR Certified, Hematology, IV administration, Urinalysis, phlebotomy, Minor Suturing, CPT/ICD9 and Orthopedic casting.Training Directoro Utilized training programs, video-conferencing technologies, and scheduling software to coordinate/connect lower staff with resources. Maintained over $3M worth of equipment while ensuring adherence to protocols. Mapped out training plans and schedules, designed and developed training programs (outsourced or in-house) for corporate. Saved over $2M dollars in training requirements, by revamping outdated material. Directly supervised numerous training managers and lower-level supervisors, ensuring proper training was given to customers.Training Managero Conducted HR training utilizing appropriate training methods (virtual, simulated, mentoring, on the job training, professional development classes, etc). o Created training schedules for all company departments, tracked and created reports on outcomes of all training. Gathered/evaluated information from employees and supervisors on previous training to identify weaknesses in areas that need additional training. Recruited and trained new trainers, delegated training tasks to the new training specialists and evaluated performances. Marketed company training opportunities to others outside of the company and provided information on benefits to encourage participation. EDUCATIONAssociate degree- Southern Nazarene UniversityMilitary Instructor, Department Of DefenseTechnical Instructor Course, Department Of Defense Patriot Fire Control Enhanced Operator/Maintenance Course Instructor, Department Of Defense Medical Assistant, SOUTHWEST CAREER COLLEGE  El Paso, TX Senior Instructor, Raytheon CorpMilitary Leadership Course, Department Of DefenseCadre Training Course (SCTC), Department Of Defense Program Development, Department Of Defense

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