AREAS OF EXPERTISE * Team Leadership * Training & Development * Matrix Organizational Management * Financial & Data Analysis * Program Management * Lean Six Sigma & Process Improvement Methodologies * Strategic Planning * Risk Assessment * Account Transition & Implementation * Proposal & Solution Development Controlled labor * Created, implemented, and led a Program Management Office providing oversight and support to the Services Delivery portfolio to achieve expected and timely results for planned initiatives * Developed, launched, and managed Lean Six Sigma Training program resulting in multiple Green Belt certifications and 95% team compliance for Yellow Belt training completion * Created a Standard Operation Procedure manual for account implementation to enable smoother account transitions Managed Services Training & Development Manager * Created Operations manual outlining service guidelines, support requirements, internal processes, and escalation procedures to educate account team on performance expectations * Created a new hire orientation and training manual for the Field Service & Service desk teams resulting in a more structured and effective training program, increased customer satisfaction, and improved technical skills and issue resolution expenses and product inventory resulting in operating under budget while continuing to achieve high customer satisfaction and product quality * Assisted in the development of a training manual used by employees in locations across the United States * Facilitated Train-the-Trainer workshops providing techniques and standards used to achieve excellence of service to customers Retail and Start-up Work at The Limited and Pounders Cafe 1993 - 1996

Highlights:

• Management
• Outsourcing
• Program Management
• Program Manager
• Services
• Account Management
• Training
• Vendor Management
• Green Belt
• Six Sigma Quality