Provides direct support and oversight to select projects related to the SECO contract as well as general support to contract and corporate operations as needed.

Works as part of an integrated contract management team serving military spouses with education and career services via call center operations. Directly supports the Counseling supervisory team and the Education, Training and Licensing (ET&L) team in the management and supervision of the day to day operations of the Career Center. Provides leadership to the Counseling and ET&L Leads and Career Center Operations Supervisors on staffing, training, administrative oversight, personnel issues, operations management, workforce management, monitoring of budgets, property management, quality control, and serves as the primary liaison with the government points of contact. May also serve as the delegated Program Manager for a limited time period.

Serves as the contract’s senior Deputy Program Manager and supervises all program support managers and teams as well as oversees contract-related activities; local Government interface; personnel management; and service delivery quality. Ensures all contract services, customer and client expectations are met or exceeded, and that all contract services are of superior quality and making a positive impact for military spouses. Responsibilities include: - Day to day operational management of the contract which includes DoD and service policy compliance; - Business advisor and compliance monitor to the Program Manager for contract and subcontract agreements.- Ensure reporting, briefing, quality control, budget execution and other support as required for customer delight.- Day to day strategic and operational management of program support operations and matrix staff. - Work with contract Deputy Program Manager’s and their subordinates to ensure sufficient technical and operational call center resources are established to meet contract requirements. - Implement effective hiring, performance management and training processes for the contract.- Serve as the secondary Point of Contact (POC) for the Contracting Officer (CO), Contracting Officer’s Technical Representative (COTR), and the Government Program Manager.

- Develops and directs the implementation of Customer Service strategies to substantially improve efficiencies and services provided to members, business partners and vendors.- Manages processes and projects that are aligned directly to operational goals and budgets.- Plans, conducts and directs work on complex projects/programs necessitating the origination and application of new and unique approaches.- Establishes objectives, schedules, and cost data of business function being managed.- Advises senior management in long-range planning for areas of specialization.- Directs, develops and implements appropriate changes in area(s) policy and procedures under the guidance of the VP, Customer Service.- Acts in a Liaison Capacity with other areas and business units to implement and communicate business strategy as it relates to Customer Service.- Manage process improvement initiatives

Service Delivery and Call Center Operations oversight across 3 geographically separated call/service centers. Key strategic and operational areas of responsibilities:Performance Metric Monitoring & ReportingProgram, Policy, and Procedure Integration (Operational)Service Delivery Organizational ReadinessService Delivery StaffingWorkforce Management/SchedulingAccessibilitySpace and Facility PlanningCase Management/IT IntegrationService Delivery New Hire On-BoardingDepartmental Project ManagementFinancial CoordinationSpecial Initiatives

Human Resource Manager for over 200 full and part time associates in the home improvement retail industry generating over $57+ million in sales annually. Sole source provider of HR support to include associate and family benefit program implementation, employee assistant program referral, scheduling development and management, training program supervision, payroll assistance, hiring and terminations, associate recognition and safety programs. Responsible for all metric driven HR and business related performance to include business profitability, staffing and retention, training, performance management and associate relations, communications and recognition.

Managed and directed military, civilian and contracted staff as well as supporting personnel units to provide comprehensive personnel and support, quality of life and employee assistance operations for over 250,000 personnel in Kuwait, Iraq, Qatar, Afghanistan and the United States, including 8 major independent subordinate organizations and 13 separate joint forces manning/staffing accounts. Lead for the operational and strategic planning and execution of personnel and services support programs, activities and operations in support of peacetime and ground force combat operations within the Middle East area of operations.

Commanding Officer of a joint service organization, including 34 geographically separate mid-level management organizations, with a combined military and civilian workforce of 1,300 personnel, covering 26 Eastern/Central states and Puerto Rico. Sucessfully processed over 152K military accessions (approximately 56% of the Department of Defense accession mission) and administered service qualifying aptitude testing to over 750K applicants/students at 350 sites and 7,000 schools. Successfully managed an annual budget totaling over $34M, while saving $285K in medical consultation fees thru continual oversight and change management.Directly supported 20 senior level recruiting commands representing all 4 military services and the US Coast Guard. Directed the crisis management response and recovery of all 34 outlying stations in the aftermath and shock of terrorist’s Attacks on America on September 11, 2001. Basic operations and quality service and support resumed within 24 hours, with full productivity regained within 72 hours.