Glen Gonzalez, CAPM®
Brownsville,TX
Summary
Knowledgeable program leader/project manager with over 18 years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents. Exceptional communication skills at all levels and all formats. Offering combination of Operations Management, Project Manager, Servant Leadership, and Continuous improvement to provide a holistic impact to the business.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Manager-PMO
Maximus
10.2022 - Current
- Navigated contract lifecycles and provided operational support as needed
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
- Implemented and scaled Quality department to support 400 front line staff.
- Created monthly reports for senior management summarizing operational performance metrics.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
Sr Manager-OPS
Maximus
05.2020 - 10.2022
- Served as Site Manager for physical site.
- Performed financial analysis to inform discussions with partners and make strategic decisions.
- Developed business plans to incorporate growth, modernization and cost structure improvement.
- Developed and led process improvements to optimize operations and reduce costs.
- Coordinated with internal departments to ensure successful execution of projects according to timeline and budget constraints.
- Collaborated with cross-functional team members to build and execute development plans.
- Provided operational updates to executive team to mitigate areas of concern.
- Partnered with IT to design, develop and implement technology-based solutions. RPA based solution led to increased production of over 250 FTE
- Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity. All 3 departments exceeded profitability beginning year 2 of contract
Supervisor/Manager-OPS
Maximus
06.2013 - 05.2020
- Developed and implemented quality management systems to ensure compliance with customer requirements.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Developed SOPs outlining quality policies and procedures.
- Evaluated and enhanced workflow to implement best practices, reduce costs and increase staff motivation and satisfaction.
- Managed day-to-day operations while ensuring high levels of customer satisfaction were met at all times.
- Collaborated with other managers across the organization to develop strategies that support overall company objectives.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Maintained effective communication between staff members by providing guidance on tasks and projects or addressing any concerns they may have had about their work environment or job duties.
Supervisor-OPS
T-Mobile
06.2003 - 10.2011
- Provided leadership and Quality support to site
- Lead calibrations and customer experience discussions to improve VOC scores.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Monitored employee productivity to provide constructive feedback and coaching.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
Education
Associates Degree-Business Management -
University of Phoenix
05-2008
Skills
- Strategic Planning and Execution
- Program Oversight
- Risk Mitigation
- Client Relationship Management
- Policy/Program Development
- P&L Management
- Capacity Planning
- Corporate Communications
- Leadership Development
- Project Planning
- Contract Management
- Stakeholder Communications
- Budgeting and Forecasting
- Quality Assurance and Control
- Microsoft Office Suite Expert
Certification
- CAPM
- LSSYB
- LSSGB
- PM Specialization-Google
- Agile Project Management-Google
References
References available upon request.
Timeline
Manager-PMO
Maximus
10.2022 - Current
Sr Manager-OPS
Maximus
05.2020 - 10.2022
Supervisor/Manager-OPS
Maximus
06.2013 - 05.2020
Supervisor-OPS
T-Mobile
06.2003 - 10.2011
Associates Degree-Business Management -
University of Phoenix
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