David Behnen Email & Phone Number

Columbus, Ohio Area

• Led a department of 49 employees in a call center environment fielding over 500,000 inbound/outbound calls per year.
• Monitored metrics to ensure service level commitments are being met.
• Identified and implemented process improvement to increase productivity.
• Ensured department operated consistent with federal regulations, collective bargaining agreements and company policies.

Columbus, Ohio Area

• Responsible for conducting grievance hearings for perceived violations of the collective bargaining agreement.
• Responsible for interpreting the collective bargaining agreement and providing guidance to Company personnel.
• Developed training material and conducted training to ensure compliance and understanding on new policies and agreements.
• Served on the Company negotiating team during interest based bargaining.

Columbus, Ohio Area

• Responsible for all aspects that was involved with the start-up of the Crew Resource Center (CRC).
• This group was a call center serving as a single point of contact for offsite employees helping them with administrative and operational issues.
• Met with various functional departments to establish processes, policies and Service Level Commitments (SLC) when handling “tickets” between various groups.

Columbus, Ohio Area

• Scheduled pilot training to ensure minimum training requirements were satisfied.
• Team leader on an extended day cross-functional team to determine why crewmembers' tours were being extended.

Jacksonville, FL

• Developed the On-site Training Representative position from a 6 month trial position into 5 full time positions providing training to the entire U.S. Navy P-3 fleet.
• Managed 4 squadron training departments consisting of 60 personnel.
• Developed Computer Base Training (CBT), lectures and training manuals.
• Tracked, analyzed and evaluated crew performances to ensure mission objective were completed.

• P-3C Update II/III Warfare Systems Operator
• Served as Fleet evaluator for the entire P-3 fleet. Conducted check rides and evaluated crews on system knowledge and adherence to safety and operating procedures.
• Certified as Master Training Specialist.
• Over 2500 flight hours as a Naval Aircrewman (Radar Operator) aboard the P-3 Orion.
• Awarded the Navy Achievement Medal and the Navy and Marine Corps Commendation Medal.