Michael Waters Email & Phone Number

Herndon, Virginia, United States

• Implemented an Enterprise Watch Commander (EWC) program to match production volumes with resources across 3 facilities increasing efficiency and ensuring production Service Level Agreements (SLAs)
• Adjusted schedule and tasks to ensure three facilities remained productive during a four-day government cloud migration.
• Implemented a process improvement review that brought the return call program back into SLA within 1 month.
• Worked effectively and efficiently in a virtual environment (remote position).

Falls Church, VA

• Leveraged my operations experience and skills to initiate changes on a cyclical government contract processing consumer requests related to Form 1095-A, Health Insurance Market Place Statement.
• Eliminated the need for outside recruiting vendor support by managing internal recruiting resources and schedule saving thousands in recruiting over 300 seasonal employees across 3 production sites.
• Used historical data to develop a staffing plan to ramp up in preparation for peak volume and gradually decrease staff for offseason volumes.
• Established an employee review board during the off season to review and rewrite business process procedures that were more user friendly increasing productivity and reducing training time by 50%.
• Collaborated with the training team and used employee feedback to create a training program that included both instructor-led training (ILT) and web-based training (WBT) that reduced the need for retraining.

London, KY

• As an Operations Manager on a large government services contract, I leveraged my team leadership skills and knowledge to consistently achieve highest quality and productivity levels out of 4 production sites while.
• I championed a success-based culture by recruiting, leading and mentoring 6 direct reports to engage with and manage their teams through open communication practices that included individual listening sessions.
• Through the use of a production metrics dashboard, I successfully allocated staffing resources in each of 5 product lines to maintain production efficiencies and ensure performance goals while considering dynamic.
• By promoting collaboration between 7 cross-functional departments, I minimized the risk of creating silos in order to provide a solid foundation for process improvement, teamwork and creativity.
• Implemented a process where employees contributed to the improvement of Work Instructions (WIs) and training materials within the bounds of customer process to build employee engagement and process improvement. My site.
• To ensure production and performance goals, I established trusted relationships with three unique vendors that accounted for more than 200 employees all working towards the same goals and integrated across the.

Corbin, KY

• In this role, I effectively managed a business process outsourcing (BPO) project for large scale production of secure identification documents for the US Citizenship and Immigration Services (USCIS) ensuring contract.
• Established Key Performance Indicators (KPIs) to ensure my team achieved weekly guaranteed production levels (GPL) of 90K documents. I established daily operations schedules across 2 production sites while considering.
• I managed task order performance using company resources and the resources from 2 sub-contractors to ensure contract deliverables.
• Produced and maintained revenue forecasts, bonus budgets and annual salary/labor budget to meet all revenue goals in a lean manufacturing environment.
• Led System Acceptance Testing (SAT) and User Acceptance Testing (UAT) implementations to provide an analytical summary of results to assist the customer in making business decisions.
• By promoting teamwork across all production departments, I ensured all Service Level Agreements (SLAs) were met. SLAs included reporting production, inventory, and quality information on a daily, weekly, monthly and.

Corbin, KY

• Managed all strategic and tactical aspects of $150MM USCIS secure identification document and travel credential project across three production facilities to consistently exceed revenue goals while adhering to.
• Delivered continuous process improvement by implementing a corrective actions process that identified inferior materials prior to being introduced into the production process saving the customer hundreds of thousands.
• Orchestrated training plan to ensure annual program security and safety requirements were met in order to protect the physical well-being of employees and protect Personally Identifiable Information (PII) employees.
• Optimized production performance through enhanced machine preventive maintenance program and material management, reducing machine downtime and saving the customer money in lost production time.
• Successfully implemented project staffing plan in anticipation of periodic production surges increasing production staff by 25% via temporary workforce.

St. Albans, VT

• Managed single-site business process outsourced card production operation with 45 FTEs providing production, inventory, IT, quality, and maintenance services to United States Citizenship and Immigration Services.
• Developed attention to detail campaigns decreasing reject rates from 15% to 5% translating to significant savings in customer material and labor costs.
• Delivered strict 3-day customer imposed turnaround time by managing resources in a 24x7.

Education record

Education record