Bill Veatch Email & Phone Number

Baltimore Washington International Airport

Honor Flight welcomes WWII and increasingly Korean and Vietnam Veterans to the Washington area to visit their memorials. Through work with hubs across the country, they come as groups on commercial flights or by charter, there is no charge for the veterans. They are typically assisted by "guardians" (often family member) who help look after them. We greet them at their airport gate and accompany them to their waiting buses for a tour of DC, Arlington, Iwo Jima and more. When they return, we meet the buses and escort them out to their departure gates. What great stories!Operation Welcome Home Maryland meets flights of returning service members from overseas. Baltimore/Washington Airport is one of the few civilian airports where military flights return.

Worked as a consultant on various assignments under a contract for the US Army Human Resources Command. • Developed training for Customer Care Representatives to work for the Army Human Resources Contact Center (HRCC). The HRCC provides information and guidance for all Army personnel on Human Resource issues such as pay, benefits, health care, etc. • Worked as a Case Manger for the Army Long-Term Family Case Management Branch of the Casualty and Mortuary Affairs Operations Center (CMAOC). Made and received calls to families of fallen Soldiers who had questions about counseling, benefits, entitlements, compensation, etc. • Worked with the Quality Assurance section of CMAOC. Made calls to families of fallen Soldiers to determine their level of satisfaction with the Army’s provision of services following the Soldier’s death. • Department of Defense, Secret Clearance – current.

Survey Supervisor, Contract Interviewing Services2001– 2008 --Managed activities of multiple contract supplier sites in the US and Canada (typically two sites at a time). They provided telephone call center services to Arbitron’s panel recruitment efforts. Coordinated with supplier principals, managers, supervisors and interviewing staff. Made multiple daily contacts with managers, supervisors and leads about performance, execution and methodology. Traveled to contractor sites two to four times per month. • Took lowest performing supplier to the top performing spot in one and a half years. • Through training, coaching and personal supervision, prepared a supplier site so it could take a much more difficult assignment: making cold, recruitment calls to one of the top 10 markets in the United States. • Although the supplier sites I managed always had good ratings from our external auditor that measured adherence to methodology, in 2007, both supplier sites I managed attained perfect scores.Trainer and Training Supervisor, Interviewing Center1993 – 2001 --Provided training for newly hired interviewers by conducting two to four five-day classes each month. Supervised training staff of three, making training assignments and conducting weekly meetings. Supervised 10-member Respondent Help Line. Coordinated interviewer hiring team responsible for maintaining interviewer staffing levels. • Trained more than 1200 interviewers. Trainee evuations consistently rated me superior. • Served as liaison with Media Rating Council auditors. • Designed training material and workbooks using desktop publishing software.Training Developer, Manager, Interviewing Support Services 1991 – 1993 --Supervised development and delivery of training on methodology and interviewing skills for multiple Arbitron centers. As manager, supervised a team of four trainers. Provided core training for newly hired interviewers and on-going training for supervisors.

Bs, Sociology

While pursuing my degree, I worked as a student Producer-Director at WHA-TV, the University’s Public Television Station.

Ma, Speech Communications

While pursuing my degree, I worked as a graduate teaching assistant in both the Department of Journalism and the Speech Communications.