Susan Laforge Email & Phone Number

• Promoted and marketed Workforce Solutions of the Coastal Bend programs and services throughout the region.• Actively engaged employers for placements for work experience and On the Job Training opportunities for customers. • Form collaborative relationships with Business Partners to execute talent strategies and efforts to support the growth/strategic objectives of the company• Workforce planning solutions• Proven ability to develop networks to contribute to long term development

Corpus Christi, Texas Area

• Supervises contractor and non-contractor staff. Directs all client services for Workforce Solutions Costal Bend’s six Rural Career Centers.• Cross-trains staff in the different functions and services of the Career Centers• Conducts in-house audits on a routine basis to insure Contractual, State, and Federal regulations compliance• Manages budget expenditures for 8 Federally funded grants.• Coordinates all management aspects of personnel, finance, purchasing, facility operations, and other management issues.• Ensures the performance levels are being met for the universal and targeted population.• Coordinates outreach, recruitment, and marketing of the Center Services• Establishes new linkage with community organizations and employer networks.• Evaluates the service delivery system and provides input and feedback to the Program Director• Supervises the intake/eligibility staff, career counselors, customer service representatives, data management Specialist, and other employees as assigned.

Corpus Christi, Tx

• Drive learning strategy by designing, developing, and facilitating programs for professional development• Develop, organize training curriculum, multimedia visual aids, and other educational materials• Analyze training needs to develop new training programs or modify and improve existing programs• Participate in Community Outreach activities for special events, job fairs and promotions • Provide instruction in pre-employment process, enabling better hiring prospects for participants

Corpus Christi, Tx

• Provided new trainee support through mentoring, observation & feedback, improved self-confidence of employees• Delivered world class customer service; built customer satisfaction and loyalty for federal government, merchant, and banking industry clients

Heredia, Costa Rica

• Designed training programs and professional development courses to facilitate meeting organizational goals and individual professional needs• Developed and implemented new mentoring program to support development of professional staff.• Formulated skill assessments and remedial curriculum.• Made curriculum recommendations to management allowing individualized follow up training and development for staff.• Created a Customer Service Skills Training Program; ensured all employees were consistently trained to provide superior customer service.• Conducted New Hire Employee Training and final interviews for all prospective hires; generated high level internal hires.

Heredia, Costa Rica

• Designed and conducted on site Skills Training, developed all necessary curriculum and processes to deliver the Pre-hire assessment, in classroom curriculum and training, along with remedial sessions.• Constructed and implemented system of Quality Assurance to track Employee Skills within a call center environment.• Allowed quantifiable means of measuring performance; required developing the process from scratch, training and calibration as well as compiling ongoing data on a weekly basis; produced excellent quality score results. • Lead calibration sessions between QA, HR, Operations and Training Departments; ensured the organization identified key elements to be addressed which resulted in better hires, less attrition and higher quality scores.• Defined the differences between English and Spanish as relevant to call center agents, improved agent performance.

Princeton, Nj

• Served as a Virtual Classroom English and Literature Teacher for homebound students grades 7 through 12, ages 12-18.• Developed lesson plans and presentation of materials, integrated thematic units, cooperative learning projects and class discussions to generate independent thought, improve reading and writing skills, and instill a love for literacy in students. • Real time online interaction with students during 2-hour class periods three days per week, propelled students to successfully pass classes which ensured them the necessary credits required for graduation.

Heredia, Costa Rica

• Taught English as a second language enabled 850 students to accomplish their academic goals and gain a successful future.• Responsible for all lesson plans, testing, grading; assessed students on a daily/weekly/semester basis to gauge learning.• Adapted to local culture; successfully educated students by tailoring the courses to meet their individual needs/circumstances.

Changwon-Nam, South Korea

• Taught English as a second language, prepared students K-12 for higher education requirements and ensured a brighter future.• Actively coached a student for Korea’s annual Speech Competition, resulted in the first place prize in the city wide English tournament.• Created instructional materials to include hands-on experiences, worksheets, review games, course objectives, and course agendas; garnered student ability to feel comfortable with using the English language

Benton Harbor, Michigan

• Formulated, developed, and implemented a new shipping process; coordinated the process between all involved areas, including Factory, Shipping, Sales, Finance, Marketing, and customers; resulted in cost savings in Transportation, Warehousing, and Inventory in excess of $1MM annually.• Conceived and developed new processes for improvement in the supply cycle; reduced system cycle times and implemented innovative logistics strategy; propelled overall inventory cycle time reduction by 8 days.• Developed a strategic plan to reduce inventory; coordinated the marketing and transportation for a successful reduction in inventory; closed a warehouse which savings the company more than $2MM.• Created production-planning process with Korean supplier; analyzed the performance of the current system, determined/ discussed option, and developed the new process; reduced lead time by 30 days & greatly increased production flexibility.• Led a corporate team in the investigation of employee/employer relations; identified issues of dissatisfaction and concern and developed solutions.• Expertly delivered results to Executive Leadership, ensured greatly improved working conditions, and improved relationships between management and employees.• Established and presided over corporate training program; guided non-exempt employees through a detailed business history which broadened their knowledge of senior level management’s decision-making strategy.• As a key member of the Microwave Product Team, set benchmark by leading a sales increase of 61% in 1998 & 130% in 1999.• Assisted in the complete production redesign of a manufacturing facility in China; assisted in startup, production, planning, and shipping; resulted in a successful completion of the project. Was awarded the Chairman’s’ Award, the highest award given at Whirlpool.

Ma, Management

Masters Degree in Management

Bachelor'S Degree, Fine Art