 Managed Commonwealth of Virginia's Department of Professional and Occupational Regulation Licensure Examination programs, developing and administering both written and practical exams for the following professions:Cosmetology, Barber, Nail Technician, Esthetics, Master Esthetics, Wax Technician, Instructor, Tattooing, Body Piercing, Basic/Master Permanent Cosmetic Tattooing, Auctioneers, Waterworks, Wastewater Works, Onsite Sewage System Operators and Installers and Onsite Soil Evaluator. Administer Public Safety exams for Firefighters, Law Enforcement Officers, Corrections Officers and Juvenile Corrections Officers. Managed six testing centers across Virginia, located in Richmond, Manassas, Virginia Beach, Roanoke, Charlottesville and Abingdon.

 Managed five specialty teams at the GE Lighting National Customer Service Center, providing customer service and sales support for retailers, distributors and consumer end-users. Ensured business objectives in quality, service level, sales, productivity and attendance (Kronos) were met. Provided customized coaching, training, performance management and skills development for a staff of 25. Partnered with Sales, Supply Chain, Product Management, Distribution, Transportation, Communication/Social Media, IT Development, Franchise Exporter, Compliance, Marketing, Human Resources, Training and Quality Teams, both internal and external to GE Lighting, to ensure corporate objectives were met. Supported Sales Management in the pursuit of new business and the education/training for services and applications offered.

Vendor / Project Manager: Responsible for managing telecom vendor performance and contractual compliance for services provided to the Federal Reserve Bank of Richmond and its customers.Identified and implemented process improvements to streamline effective on-going operations and support.Forecasted and managed the department budget for vendor programs.Negotiated terms and pricing for vendor agreements. Managed technical projects, ensuring compliance with project management methodologies (PMBOK). Coordinated communication and reporting in support of external and internal audits.HR Generalist:Provided human resources support and training for 750 staff at all levels for this multi-site organization.  Counseled staff and management in the areas of employee relations, issue resolution, performance management/progressive discipline and policy interpretation. Facilitated training – including New Hire Orientation, Enterprise Risk Management, Performance Management and Individual Development Planning. Provided reporting and statistical analysis on key departmental metrics, such as staff turnover and EEO compliance. Managed a wide variety of programs/projects – including Peoplesoft HRIS, Kronos T&L, education assistance, internship, service recognition, intellectual property and security clearances.  Managed FMLA and ADA requests and investigations. Drafted and implemented departmental operating policies and procedures. Hired and terminated staff as needed, and represented organization in unemployment hearings.

 Managed daily operations in the customer service department for this wireless service provider. Implemented new business strategies which increased customer retention, streamlined operational processes and improved team performance. Ensured compliance with policies and procedures for employee performance, attendance and skill development. Drafted correspondence to the FCC, BBB and various state agencies in response to customer complaints.

 Managed multi-site call center staff in the transactional fraud and customer service divisions of Capital One.  Handled sensitive issues regarding harassment and timecard falsification.  Forecasted and maintained the department’s budget and staffing requirements. Successfully managed all aspects for a Fraud departmental downsizing. Maintained top ranking for team performance in the Customer Service department.

 Developed, scheduled and administered state licensing/certification exams and reported results to state and local agencies within the Commonwealth of Virginia. Acted as liaison between the Board for Contractors, local building officials and testing candidates regarding state regulations, exam development, administration and reporting. Interviewed, hired and terminated staff as needed.