1300 Lane Street, City, CA 00000 Cell: 000-000-0000 Email: firstname.lastname@example.org
Dynamic, highly experienced, and motivated individual with the strategic management, communication, and problem solving skills needed to deliver process improvements that streamline workflow. Track record of success leveraging technology to enhance organizational effectiveness and efficiency for American Express Travel Related Services. Formerly the Child Support Enforcement Program Manager for Forsyth County. Spearheaded the collection of $22 million in child support payments. Change management leader able to reinvigorate programs for the benefit of clients for an array of social/economic backgrounds and cultures. Proven ability to deliver exceptional performance improvements in challenging, deadline-driven environments.
Summary of Skills
Policy and program development Team management Change management Strategic planning Complex problem solving Business process analysis/improvement Quality assurance Staff development Performance improvement Reporting and communication
Process Analyst 01/2012 Current Forsyth County Department of Social Services Winston-Salem, NC Tasked by the Food and Nutrition Services department to improve customer service by reducing/eliminating wait times for food and nutritional services. Reviewed current processes, collected data, and identified inefficiencies, leading to the creation of a customer care center. Tasked to improve customer service and eliminate call transfers to food and nutrition caseworkers. Reviewed call data to determine volume, handling times, and quality of service. Revamped processes using six sigma principles to streamline application response time to boost the number of licensed foster care resources. Spearheaded strategic planning sessions and presented recommendations to improve work support initiatives. Identified methods to implement the “No Wrong Door” initiative. Partnered with Beacon Analytics Consulting to improve agency effectiveness. Designed training collateral to address performance gaps and ensure best practices. Developed marketing strategies to launch the general competencies certificate program. Child Support Enforcement Program Manager 10/2008 01/2012 Directed the Forsyth County child support enforcement program. Established strategic goals including to improve program and case management processes. Successfully achieved 12 state/federal mandated objectives and collected $22 million in child support payments. Initiated an incentive program which resulted in a $187,219 increase in collections in the first month. Streamlined processes to improve timeliness of custodial and non-custodial interviews. Launched the department’s first training program; trainees exceeded performance objectives within 30-60 days. Decreased expenses by implementing protocols department-wide. Proactively participated in the annual budgetary process. Created competency-based interviews assessments to ensure the hiring of qualified staff and collaborated with Forsyth County HR consultant. Staff Development Specialist 04/2007 10/2008 Determined learning objectives and designed, implemented, and coordinated training/development programs Chose handouts, visual aids, case studies and activities to ensure success. Performed comprehensive program assessments to determine effectiveness. Child Support Agent 01/2003 01/2007 Managed 500-700 child support cases. Prepared legal documents and utilized an automated collections tracking system. Interviewed parents to obtain documents, establish paternity, and determine finances. Maintained case histories, tracked payments, and coordinated with law enforcement.