Dave Warnes, Rmcp Email & Phone Number

Tempe, Az

Day to day point of contact for program resource management across multiple competencies.Responsible for billable resource forecast, capacity/demand planning. Proactive weekly forecast review to ensure billable resources are being utilized effectively and meeting or exceeding utilization targets and forecast.Maintain knowledge of sales pipe/demand forecast, and collaborate with other RM’s and consulting leadership to ensure headcount can support any increases. Own all resourcing assignments for fortune 100 client programs, delivering on time, and exceeding all internal company targets and client service level agreements.Developed best practices for program management resourcing.Routinely collaborate with other RM’s to leverage available resource capacity or required skillsets.Collaborate with operations leaders and business partners to report on performance and proactively recommend improvements.Responsible for tactical planning and schedule adjustments, historical trend analysis.

Phoenix, Arizona Area

Responsible for daily resource allocation specific to help desk team and field dispatch of technicians and engineersCentral liaison for client escalations supporting portfolio of over 40 clients.Management of various infrastructure projects for clients ranging from site moves, to infrastructure refresh, to migration to to new server environmentsMonitoring of client environments and anticipating needsManaging technical escalations and provide consistent and transparent communication to clients involved in processCoordinate support resources with 3rd party vendors

Queen Creek, Arizona

Responsible for daily operation of clinic including client service, staffing, scheduling, inventory management, vendor/supply chain management, marketing, recruitment/hiring, P&L and budget development, business plan development, training development for support staff, and workflow process analysis.Selected accomplishments:Reduced monthly drug and medical supply costs by 15% Developed dashboard reports highlighting key performance indicators

Gilbert, Arizona

Responsibilities included client service, personnel management, marketing, staffing and scheduling, hiring, P&L review, inventory oversight, client escalations, training development for support staff, and workflow analysis.Selected accomplishments:Reduced labor cost by 25%, consistently meeting budgetary targetsImplemented site based intranet portal

Responsibilities included support for daily business level operations including staff scheduling, client service management, marketing, P&L review, associate training and professional development, and project related assignments. Selected accomplishments: Drove increase in customer service survey response rate by 30%, and overall satisfaction improvement scores by 40%. Increased sales of flagship product (Wellness Plans) by 15%.

3714 Chiquita Blvd, Cape Coral, Fl 33914

Responsible for general business operations support, human resources policy & procedure development, marketing, recruitment, and 1st level tech support.Selected accomplishments:Initiated marketing campaign resulting in 40% revenue and utilization increase.Development of training and orientation program and standard operating procedures, including job descriptions

3930 North Buffalo Rd, Orchard Park, Ny 14217

Responsible for special projects including client service management, marketing, intranets, networking and telecommunications (VoIP), budgeting, contract review, RFI and RFP process, and service experience design. Directed all communications for all IT related projects, including project planning and intranet content, and drive collaboration with subject matter experts for work flow mapping. Selected accomplishments:Managed technology configuration for site relocation with budget of $150,000Drove workflow analysis and project management for electronic medical records software with budget of $50,000Managed refresh/virtualization project for hospital with budget of $150,000Designed and implemented VoIP telephony system with budget of $50,000Managed payroll software implementation project budgeted at $45,000Led project to resolve site wide electrical brown outs negatively impacting on business and hospital equipment with budget under $40.000General network administration for all hardware, servers, and infrastructure supporting 120 end users, including software installs, updates, active directory add/moves, and refreshes.Intranet software deployment along with training and technical content writing

3930 North Buffalo Rd, Orchard Park, Ny 14217

This position allowed required a combination of technology and marketing skills as it involved developing the strategic marketing plan and identifying the platforms, partners, and other initiatives that would be used to meet objectives. This business had been stagnant in terms of growth and revenue generation until this strategy was enacted, resulting in substantial improvements.Selected accomplishments include the following:1. Successfully developed integrated marketing plan identifying appropriate market channels, using direct mail, email, e-Newsletters, social media, Google ads, search engine optimization, online reputation management, promotions, affiliate marketing, referral marketing, and database marketing.2. Identified market niche opportunities with both 24 x 7 emergency and referral/specialty practices, and positioned business to capitalize and exploit resulting in both increased client volume, and revenue. 3. Drove revision on service reminder coding allowing for easier recall and extraction of specific demographic data sets for targeted communications, yielding increase revenue per transaction/visit.4. Strategically enacted public relations efforts targeting community events, referral doctor outreach, and local community awards including recognition in Buffalo Business First magazine for the hospital board certified surgeon.5. Designed and implemented customer visit experience through strategic staffing allocations, technology, training, and marketing to enhance efficiencies, improve access to information, and validate value for cost of services.6. Deployed automated marketing platform that provisioned clients access to patient records, managed patient health service reminders, appointment reminder calls, customer surveys, e-Newsletters, and educational material for customers.

3930 North Buffalo Road, Orchard Park, Ny 14127

Provided leadership and direction to customer service staff members, developing formalized job descriptions, performance evaluation process, and directly managing recruitment, hiring, scheduling of staff, coaching and/or disciplinary measures, and terminations as needed.Selected accomplishments include the following:1. Designed Customer Visit Experience as a component of the business strategy satisfying customer demands, deliver consistent and rewarding service, retaining customers and growing profitable customer relationships.2. Organized a complex work environment, instituting creative improvements allowing more efficient management of workflow, and improved customer satisfaction, while modifying the culture to focus on both excellence and continual process improvement.3. Directed the design, development, and implementation of management systems by integrating new technologies, allowing for improved efficiency of staff, and greater ability to provide high level service to customers.4. Effectively employed proactive management and problem solving techniques, focused on delivering a high level of service to internal and external clients.5. Actively participated in corporate planning meetings to establish goals and objectives for the business, often making suggestions for improvements.6. Standardized departmental orientation and training through development of a systematic program designed to increase performance, and decrease attrition rates for new staff, delivering 80% improvement.7. Created reports for quality and trends, identifying key performance indicators, and establishing goals, and monitored service delivery for the department, leading to a substantial morale and performance boost.8. Facilitated weekly meetings with department staff members, ensuring changes and procedures were communicated effectively.9. Managed all recruiting, hiring, performance coaching, training and staff development, and if/when needed, terminations.

Buffalo, Ny

Managed multiple client accounts functioning as daily point of contact and project liaison for cross-functional teams including software developers and telecommunications engineers as well as subject matter experts (SME’s). Responsible for updating and maintaining team knowledgebase system. Selected accomplishments:Successfully partnered with sales team to retain and grow business accountsCoordinated successful project implementations meeting client specifications and service level agreements with on time and on budget deliverySuccessfully partnered with sales teams on proposal responses (RFP) and quarterly business reviews

Orchard Park, Ny

Developed subject curriculum for both social studies & physical education programs.Prepared & delivered lesson plans, maintained grade books, and assisted with after-school activities for students.

Lancaster, Ny

Responsible for operation of outdoor aquatics facility including hiring, training, & management of seasonal lifeguard staff.Selected accomplishments include the following:1. Development of programs offered to club membership for learn-to-swim, and competitive swimming.2. Coordinated all aquatics related recreational activities and special events including competitive meets, club socials and sales promotions.

Certificate, Public Relations/Advertising

Deans List

Bachelors, History

Activities and Societies: School Year Book