Jamie Scarbrough
Operations Manager
Crawfordville,FL
Summary
Experienced and versatile, mid level Manager with 23 years of experience in state agencies in Florida. Advanced knowledge of business development and operational areas. Steps into new areas with an adaptable approach. Practiced problem-solver and process improvement professional, with exceptional data analytic tool sourcing and trend analysis. Results-driven and resilient in developing functionally structured teams for effective resource management. Bringing a solid understanding of government regulation and oversight, with the ability to locate details and trends that tend to go unnoticed. Skilled in working under pressure and adapting to new situations and challenges. Ability to handle multiple projects at one time with a high degree of accuracy. Ability to read and interpret Florida Statutes and Florida Administrative Rules.
Overview
19
19
years of professional experience
3
3
Certifications
6
6
years of post-secondary education
Work History
Operations & Management Consultant Manager
Florida Department Of Corrections
07.2019 - 02.2023
- Provided key administrative assistance to senior management.
- Worked closely with litigation attorneys, research statutes, decisions, legal articles, and Florida Administrative Codes.
- Handled problematic customers to assist staff and maintain excellent customer service. Developed and implemented strategies to maximize customer satisfaction.
- Trained new employees, curriculum development.
- Supervised operations staff and kept employees compliant with policies and procedures.
- Established positive and effective communication among unit staff and leadership, reducing miscommunications.
- Reduced financial inconsistencies while assessing and verifying billing invoices and customer payments.
- Developed systems and procedures to improve operational quality and team efficiency.
- Raised public records processing accuracy and accountability department-wide by implementing new automated tracking method.
- Reduced operational risks while organizing data to forecast performance trends.
- Modified operational procedures and processes to improve efficiency and optimize operations.
- Monitored and analyzed performance data, identifying areas of improvement and developing corrective action plans.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Prepared system diagrams and flow charts to support problem analysis.
- Served as technical expert on GovQA and Sunshine Laws.
- Designed, tested, installed and monitored new systems.
- Purchased systems and prepared documentation and progress reports for customers.
- Served as Administrator and liaison between software development team and department users, relating feedback and concerns for future patch cycles.
- Designed presentations to illustrate [GovQA] usage, translating highly technical language into easily understood graphics and text.
- Proctored training via in-person and online venues for [GovQA].
- Participated in system development life cycle from requirements analysis through system implementation.
- Assessed business requirements to create focused solutions.
- Resolved malfunctions with systems and programs through troubleshooting.
- Created and optimized records management strategies to coordinate and protect information.
- Acted as liaison between department and citizens to ensure release of non-exempt data, information and records and protection thereof for exempt data, information and records.
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Prepared responses to interrogatories, drafted oaths or acknowledgments statements regarding requests for production of and requests for examination or inspection of department records.
Senior Management Analyst II
Florida Department Of Health
12.2015 - 07.2019
- Interacted with internal customers to understand business needs and translate into requirements and board renewal project scope.
- Gave professional presentations highlighting finds and recommended optimizations based on statutory requirements and legislative changes.
- Evaluated current processes to develop improvement plans.
- Created and optimized records management strategies to coordinate and protect information.
- Demonstrated strong leadership skills in managing 26 board and council professional license renewal projects from planning process to completion.
- Developed and maintained courteous and effective working relationships.
- Excellent communication skills, both verbal and written.
- Updated and developed queries to extract and analyze data from multiple sources.
- Generated ad-hoc reports to evaluate specific business requirements.
- Analyzed data to identify patterns and trends and tease out root causes of problems and provide actionable insights and proposed corrective actions.
Operations and Management Consultant I
Florida Department Of Highway Safety And Motor Vehicles
02.2013 - 12.2015
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Audited team performance and compliance with Motor Vehicle Titles and Registration regulatory standards.
- Coached team members in techniques necessary to complete job tasks.
- Provided technical support for troubleshooting analytics and reporting issues.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Developed strong communication and organizational skills through working on group projects.
- Identified gaps in existing compliance processes and recommended updates.
- Prioritized projects and project tasks depending upon key milestones and deadline dates.
- Translated complex technical issues into digestible language for non-technical users.
- Participated in internal audits regarding quality management of Inventory Management Systems.
- Collaborated with upper management to drive strategy and implement new processes.
- Assessed business requirements to create focused solutions.
- Applied knowledge of project management life cycle to keep project work moving smoothly.
Senior Highway Safety Specialist
Florida Department Of Highway Safety
01.2011 - 02.2013
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Audited team work product to verify accuracy in data entry.
- Coached team members in techniques necessary to complete job tasks.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Identified gaps in existing compliance processes and recommended updates.
- Performed basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Participated in internal audits regarding Inventory Management System.
- Assessed business requirements to create focused solutions.
- Applied knowledge of project management life cycle to keep project work moving smoothly.
Senior Consumer Complaint Analyst
Florida Department Of Highway Safety
08.2008 - 01.2011
- Educated customers on customer portal, form completion, and access to services.
- Documented and detailed over 125 calls and complaints per day using call center's CRM database.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Detailed payment options and explained price, receipt and billing details to customers.
- Responded to customer calls and emails to answer questions about driver license and title and registration issuance regulations.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of regulations and processes
- Handled advanced issues with calm, knowledgeable and professional approach.
Government Operations Consultant II
Agency For Healthcare Administration
04.2004 - 12.2007
- Reviewed criminal history data to assess compliance with state and federal regulations.
- Recommended improvements to processes.
- Gathered data and requirements, assessed business processes to determine statutory authority.
- Conducted exemption hearings for licensees requesting exemption from statutory denial of employment in agency regulated healthcare establishment.
- Effective communication with internal stakeholders and external customers.
- Maintained knowledge of updates, changes to statute, policy or procedure.
- Supervised work assignments, organized and planned training for 9 unit employees
Education
Bachelor of Science - Criminology
Florida State University
Tallahassee, FL 1998.Jan - 2003.Aug
Skills
- Process and Procedure Refinement
- User Acceptance Testing (UAT)
- Business Requirements Documents (BRDs)
- Process Improvement Initiatives
- Strategic Planning
- Business Intelligence Analysis
- Regulatory Compliance
- Auditing
- Reporting Tools
- Report Preparation
- Operational Procedures
- Financial Data Analyzation
- Database Maintenance
- Data Analysis
- Data Verification
- Microsoft Office Outlook - Mastery Level Experience in Excel, Word, Outlook, Access, Powerpoint, Teams, and Visio
- Spreadsheet Tracking
- Statistical Analysis
- Dashboard Creation
- Written Communication
- Flexible and Adaptable
- Team Building
- Documentation and Recordkeeping
- Creating Customized Learning Plans
- Individual and Small Group Instruction
- Curriculum Implementation
Certification
- Florida Certified Contract Manager, Issued by Department of Management Services, 8969-22092
- Florida Notary Public, Issued through Executive Office of the Governor, 1718150 HH 278383
- Six Sigma Yellow Belt Process Improvement, Sterling Council, Issued 2014
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Timeline
Operations & Management Consultant Manager
Florida Department Of Corrections
07.2019 - 02.2023
Senior Management Analyst II
Florida Department Of Health
12.2015 - 07.2019
Operations and Management Consultant I
Florida Department Of Highway Safety And Motor Vehicles
02.2013 - 12.2015
Senior Highway Safety Specialist
Florida Department Of Highway Safety
01.2011 - 02.2013
Senior Consumer Complaint Analyst
Florida Department Of Highway Safety
08.2008 - 01.2011
Government Operations Consultant II
Agency For Healthcare Administration
04.2004 - 12.2007
Bachelor of Science - Criminology
Florida State University
1998.Jan - 2003.Aug
- Florida Certified Contract Manager, Issued by Department of Management Services, 8969-22092
- Florida Notary Public, Issued through Executive Office of the Governor, 1718150 HH 278383
- Six Sigma Yellow Belt Process Improvement, Sterling Council, Issued 2014
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