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.

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.
• 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.
• 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.
• 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.

Ma, Management

Masters Degree in Management

Bachelor'S Degree, Fine Art