Oversee Quality Assurance Department and other programs for a 200-employee organization with budget of nearly $30M. Directs internal monitoring of operations and contract services of WIOA, Wagner-Peyser and TANF programs, including surveying customers, to reduce staff error and cost, and to ensure great customer service virtually and in three career centers, which serves job seekers and businesses in multiple industries (IT, healthcare, hospitality, finance, aviation, marine, construction). Assists with annual staff and board strategic planning; executes strategic projects; collaborates with subject matter experts with policy writing; raises funds through grant and program development; and proofs and edits agency written materials for quality. Develops performance measures, conducts data analysis and champions quality improvement projects to achieve agency goals. Staff up to 20 with 6 direct reports. • Developed programs, processes and systems with supporting tools, policies, reports, and databases that created a near-error free work environment (<.05%) with 95% avg. customer satisfaction.• Collaborated with IT and Operations Departments and assisted with development of online forms, tools and systems to improve customer service, project execution, and quality of work by staff.• Led creation of numerous new trainings for both internal and external customers. • Assisted with generating over $13 million in revenue for placing people into jobs and through RFP awards.• Championed over 25 quality improvement (QI) initiatives: applied project management and action plans, QI techniques (e.g., flow charts, control charting, statistical analysis, Six Sigma) to standardize processes and identify trends that improved quality and performance across the organization’s three (3) service centers.

Reported to Clerk and Comptroller, managed and tracked progress of organization’s annual Strategic Plan, involving 9 long-term goals, 17 short-term goals and 46 projects, and provided leadership, coordination, communications, and cross-functional project management to facilitate its 810-employee strategic initiative. Performed flow charting, statistical and ROI analysis, and six sigma.• Collaborated with executive management with development and roll-out of 2 annual Strategic Plans; performed flow charting of key processes & statistical analyses to improve business operations.• Managed project to implement new touch screen, computer-kiosk customer survey program for 20 customer-site locations with real-time data reporting.• Managed development of new 4-phase process improvement (PI) methodology with 12 PI tools and templates, & identified core processes.• Collaborated with development of new 3-phase project management methodology & related process to improve project execution.• Analyzed and identified root causes responsible for 20-day delay to create IT data reports, and developed custom Prioritization Matrix & new process with protocols for improvement.• Identified performance metrics for HR, training, finance, IT, and court operations.• Developed new quality assurance system, database and employee scorecard for call center, along with best practices for its training.

Managed Quality Assurance (QA) and Training Departments, comprising six (6) direct reports with approximately 25 other supporting staff from Boca Raton and Orlando for its call centers, along with its support center, payment processing, accounting, shipping, mail room, warehouse, and traffic citation operations.• Built Quality Assurance and Training Departments and made them into turnkey operations by developing and standardizing new programs, processes, tools, reports, policies and procedures, and employee scorecards.. • Created QA compliance expectations & Key Performance Indicators.• Directed software user acceptance testing activities for primary patron application, training database, website, & other support applications.• Identified requirements with software developers & other subject matter experts about enhancements related to main patron, training, & QA applications.• Developed new customer survey program with real-time results & drill down capabilities, assessing satisfaction of organization’s call centers & web site.• Created company Process & Procedural Manual; flowcharted core processes & wrote procedures for departments.• Directed over 110 training programs from Boca Raton & Orlando.• Led both SunPass call centers to obtain certification by J.D. Power and Associates in area of "Customer Service Excellence."

Managed District's Strategic Planning Department, along with its Customer Service, Incident Reporting, & Client Satisfaction Departments, comprised of 10 staff, which 5 I supervised directly. Analyzed operational & fiscal data, identified trends and problems, & researched best practices throughout agency programs for overall improvement of district.• Enhanced department data reporting, monitoring, & trainings by developing flow charts, graphs, & advanced Excel spreadsheets. • Collaborated with senior management with agency's business continuity planning and served as lead Emergency Operations Center (EOC) Liaison for organization.• Conducted statistical analysis regarding employee overtime and identified trends and recommended fiscal controls, resulting in annual savings of approximately $365,000.

Developed and managed District Program Office's Annual Strategic Plan and its Annual Emergency Management Plan. Conducted root cause analysis and activities, identified trends and / or problems, and applied six sigma concepts for quality improvement (QI). Had 1 direct report.• Managed and coordinated division & executive management data and performance reports. • Enhanced quality of data reporting standards and formats for district business operations and strategic planning processes for five large programs and its constituencies, which greatly reduced costs. • Developed and implemented three automated data-entry systems for managers using advanced Excel spreadsheets, reducing data errors & time spent processing monthly & year-to-date data by district staff.

Applied Total Quality Management (TQM) & strategic planning principles & concepts to division staff. Assisted with annual development of the division’s strategic plan & provided recommendations to managers regarding program improvement.• Collected, analyzed, and monitored performance data for process management and quality improvement; conducted program and budget / fiscal investigations and internal audits.• Learned and applied Six Sigma skills, including facilitating, leading, and participating in problem-solving work groups as part of agency's pursuit to achieve Florida's Sterling Award.• Analyzed and wrote grants, program procedures, and annual plans; developed and analyzed surveys; and created Annual Disaster Preparedness Plan for division programs. • Analyzed & identified contracted & non-contracted program discrepancies & budget shortfalls (of over $675,000), later resulting in improved spending patterns & service delivery.

Part-time Adjunct Professor with the college's School of Continuing Education & Professional Development, teaching 6-hour workshops to working professionals in the areas of Business Writing and Proofreading, Cultural Diversity, and Organizational Improvement.

Served as State liaison with Federal Department of Housing and Urban Development & administered its $5.1M housing program directing related policies, guidelines, & budget allocations to 8 contract managers throughout Florida involving 3 overlapping grants, 16 contracts & 12 Letters of Agreement. • Conducted programmatic oversight of 4 territories (Panhandle to North Central FL) with contracts totaling over $1.2M to consortia & medical providers about contractual & fiscal issues & operational procedures. • Conducted program audits & monitoring of county health departments & medical providers, & reviewed & analyzed consortia annual plans & budgets for approval. • Analyzed & identified programmatic discrepancies & budget shortfalls of contracted patient care and housing programs, resulting in improved spending patterns & service delivery. • Wrote annual grant application & performance reports for federal housing program, resulting in renewed grant increase of over $400,000.

Collaborated with senior management to spearhead its Total Quality Management (TQM) & strategic planning effort.• Trained 55 employees of application of TQM and strategic planning, resulting in significant improvement in employee performance and morale.• Managed and tracked progress of 5 TQM workgroups & presented monthly results to top management; played instrumental role in developing and establishing the following: mission, vision, and values statements; unit training officers; employee recognition program; customer focus survey; employee assessment survey; employee background screening policy; and staff security policy.• Formulated an employee training and performance appraisal system for Program Reporting supervisors.

Saved lives and property by being knowledgeable in the principles and operations of fighting building, aircraft, hazardous materials, wild land (grass, brush, forests, etc.) and miscellaneous fires (cars, dumpsters, etc.), and trained on all the vehicles, tools and equipment used to combat these fires.• Proficient in rescue principles and procedures involving various types of vehicles and structures and all the tools and equipment used in these rescue operations.• Educated in alarm center operations; care, use and servicing of portable fire extinguishers; preventive and operator maintenance on firefighting apparatus and equipment; and the principles of fire inspections and investigations.• Received Red Cross certification in standard first aid and cardiopulmonary resuscitation (CPR).Stationed at: Lackland AFB, Texas, & Chanute AFB, IL (1985 - 1986) RAF Alconbury, United Kingdom (1986 - 1988)Eglin AFB, Fort Walton Beach, Florida (1988 - 1989)