Manages the operational performance metrics and communication efforts of the internal 911 emergency response and general information teams including ensuring processes are efficient, effective, and aligned with organizational policies. Manages the call flow of a multi-site, fast-paced call center with annual volume peaks exceeding 1M calls answering 92% of incoming calls with an average speed of answer (ASA) of 16 seconds. Improved team performance year over year for two years by reassessing resource allocations, cross-training and modifying scheduling strategies.Maintains management systems for the control and effective utilization of all data to ensure adequate support to the University of Maryland Medical Center’s Downtown and Midtown Campuses. Fiscally responsible for an operating budget of ~1.4M. Eliminated agency staff for a cost savings of $107K.Maintains operational oversight and up-to-date status of priority issues and operating systems. Direct supervision, coaching, mentorship, and counseling of a diverse team of 26 in a 24/7 work environment supporting the hospital’s patients, clinical staff, visitors, professional specialty groups and related entities. Collaborates across the organization with Public Safety, Life Safety, Regulatory, Project Management, HR, and IS&T to develop/implement procedures and communication standards, leverage technology, analyze data and benchmark to set service level agreements, gain efficiencies and improve deliverables for emergent and nonemergent events. Advocates the principles of a high reliability organization by influencing how the team works in a complex operations environment.

Managed day-to-day operations and administration of programs designed to promote safety and use of technical standards for manufacturing products used within the oil and gas industry. Drove collaboration across the organization, led development and training of staff and ~150 contract auditors. Implemented new/revised polices and procedures to ensure consistency and transparency of program activities. Created tools to ensure effectiveness of services provided to more than 5,000 clients. Provided direct supervision of 26 professional and administrative staff; conducted performance reviews, coaching and counseling. Worked directly with global clients to meet customer needs. Sponsored two Six Sigma Green Belt candidates. Created and delivered presentations during 14 global auditor training conferences between 2006-2020. Maintained a $56 million operating budget reducing expenses by 5% year over year for three years. Ensured adherence to ISO/IEC 17021 Conformity Assessment Requirements, including auditor competency, resource allocation, following consistent processes, and reporting results. Managed staff (locally and remotely) who reviewed 4,000-plus third-party audits annually and delivered on high-capacity, fast-paced customer service fulfillment. Analyzed opportunities and issues and developed long- and short-term plans in support of business goals. Worked with staff, end-users, manufacturers, consultants, regulators, third-party auditors, and other stakeholders to identify industry needs and implement programs to address core priorities. Guided efforts in developing and meeting program budgets as well as identifying and addressing staffing needs. Conducted global education and information sessions to variety of end-user audiences in importance of licensing, auditing, and certification programs.

Direct supervision of 8 professional and administrative staff. Developed and delivered staff training programs. Successfully planned, directed, coordinated, controlled and administrated the day-to-day client fulfillment provided by staff who performed first line technical support and assistance to customers regarding the company’s policies, procedures, products and services. Worked directly with API’s global clients to meet their certification needs. Planned and participated in global auditor training conferences, webinars, on-site auditor observations and delivered performance assessments.

Worked directly with clients and auditors to review audits, licensing, and certification requests. Addressed client, end-user, and stakeholder inquiries, including technical, program, and customer-centric. Resolved process and procedural issues. Trained new hires.

Oversaw and managed 20 project and administrative support employees (locally and remotely in three states). Led efforts in developing and implementing activities related to training and quality initiatives, including client surveys, call monitoring, electronic and paper-based communications, call systems analysis, and key indicator reporting. Assumed nationwide responsibility for managing the 800 number call flow, including network capacity of a multi-site call center with monthly volume peaks exceeding 500,000 calls and 400 call-taking agents. Developed and implemented program to assist employees with interdepartmental career progression.

Planned, directed, coordinated, controlled, and administrated a customer service call center with 75 employees providing first line technical support and assistance to customers and bank personnel on the bank’s policies, procedures, products, and services. Managed help desk (new support unit) with monthly volume peak of 50, 000 calls and 30 employees. Developed and implemented an on-the-job training program. Trained and motivated staff, effectively stimulating productivity. Consistently achieved or exceeded corporate production goals.