Joseph Anderson

• Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
• Managed team member schedules and work assignments.
• Hired, trained and motivated employees to provide exceptional passenger care and support.
• Monitored security and maintained operational protocols.
• Oversaw ticketing, gate and ramp services.

● Conduct staff audits for use in workforce development in support of exceeding company metrics standards

● Test the design and effectiveness of internal norms by completing walk-throughs of business processes and analyzing results to determine best practices.

● Verify compliance of company standards; and established policies to determine what is working and those things requiring augmentation

● Conduct ticketing process - selling, printing, reissue of tickets

● Provide sound business advice and customer support for efficient and pleasant travel and check-in processing; actively listen to customer concerns resulting in travel irregularity resolutions

● Perform daily electronic quality inspections on equipment and audits to ensure 100% functionality

● Prepared, analyzed and approved financial statements and posted them to the balancing general ledger accounts in accordance with Generally Accepted Accounting Principles (GAAP). Provided recommendations and obtained corrections to errors for accurate documentation.

● Audited work involved with examination and appraisal of financial records and statements for completeness and internal accuracy in accordance with Generally Accepted Auditing Standards without supervisory oversight.

● Analyzed data and developed reports for clarity and understanding for contracts; ensured operational efficiency and compliance of data and documentation

● Managed 10 initiatives toward decreasing health disparities and provided resources to diverse underserved populations; and presented findings and resolutions in regular and ad hoc office meetings and conferences

● Led the implementation of data driven evidence-based strategies which created sustainable population level behavioral change and created a technical manual for consistent proper use and documentation

● Selected as a top performer and chosen to participate in the leadership development training program which resulted in enhanced performance

● Collaborated with other offices and directorates (i.e., the Georgia Department of Behavioral Health and Developmental Disabilities) and provided technical training and sound business advice to providers throughout Georgia.

● Reviewed contract proposals and maintained a portfolio of 12 active contractual grants and projects, totaling over $4 million; and collaborated across offices and departments

● Prepared grant applications, contract documentation, and progress reports, researched new funding prospects, cultivated partnerships

● Executed contract administration, management, annual and semiannual revenue and cost forecasting for over a dozen programs

● Ensured compliance with regulations, tracking contract deliveries for on-time delivery metrics

● Negotiated contractual terms and conditions and resolved conflicts through negotiation resulting in a mutually agreed upon contract document

● Briefed executives, partners and stakeholders in scheduled and ad hoc meetings and presentations on program and contract performance and metric data

● Served as the focal point for managing the financial aspects of contracts management, financial forecasting, budget planning to ensure timely execution and availability of pre-and post-award finances; executed contract modifications improving financial oversight and management by 50%

● Planned, designed, and executed research protocols and data analysis plans for qualitative and quantitative public health research projects ensuring consistent and accurate outcomes

● Conducted audits and collected workforce development programs metrics; transcribed and summarized primary qualitative data, created written evaluation reports; sampling procedures and directions which improved work productivity and quality and quantitative data by 35%

● Developed an automated analytical data mining tool to identify areas for improvement with quality assurance and data entry which resulted in a 25% increase in report accuracy

• Greeted passengers, assisted with carry-on baggage stowage, and delivered onboard announcements.
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
• Tagged baggage and routed to appropriate location for loading and screening.
• Oversaw ticketing, gate and ramp services.
• Checked in luggage and confirmed all carry-on items met federal guidelines.

• Liaised with human resource department to resolve employee conflicts and concerns in need of escalation.
• Rendered on-demand support to senior leadership, connecting executives with appropriate management personnel to address concerns.
• Supervised [Job title] with management of new employee training and development policies.
• Identified and managed service risks within company, recommending best practice enhancements and guidelines updates.
• Resolved business and service-related questions and concerns across [Company], producing [Result].
• Verified compliance with [Company] procedures and best practices across [Type] and [Type] departments.
• Held [Timeframe] meetings to communicate new policies and procedures to appropriate personnel.
• Designed onboarding process for new [Job title]s, expediting full operational competency through standardized curricula.
• Enhanced profitability [Number]% through careful expense management modifications.
• Devised [Type] automated scripts used by developers in managing [Type] systems to improve performance.
• Implemented long-term growth initiatives by developing [Type] and [Type] strategies.
• Overhauled operational workflow to launch [Product or Service] into new processing platform.
• Increased annual revenue by [Number]% by recommending improvements in [Type] efficiency.
• Established online configuration knowledge base to support functionality by developing robust system application overview.
• Provided [Type] operational support for high-volume financial institution in fast-paced 24-hour work environment.
• Developed [Type] metrics derived from raw company data to track improvements in organizational efficiency.
• Diminished process gaps and encouraged optimal productivity by closely supervising workflow of claims analysts and mail clerks.
• Reviewed files, records and other documents to obtain business information and key data informing responses to development requests.

● Provided oversight and management of fiscal and data compliance processes and funds reconciliation

● Formed and facilitated the Georgia Association of Business Analyst Committee (GABA) a consortium of analyst comprised of state, hospital and private sector analyst charged with forming and maintaining consistent analysis and billing compliance over federal funded programs in Georgia; which helped build relationships across organizations and better business practices

● Executed contract administration over five major projects; contract renewals 60 days before the expiration and contract closeout within regulatory deadlines

● Provided corrective action and process improvement strategies to improve work productivity by 45% and presented results in conferences for workplace awareness and customer support growth and enhancements

● Leveraged experience with market research and assessment (qualitative and quantitative) to conduct focus groups, one-on-one interviews, online surveys, conduct analysis and produce reporting in the form of infographics, monthly snapshots and annual reports resulting in 27% increase in service relationships among the organization and its clients

● Led in negotiations with project stakeholders; which saved 20% cost, identified resources for improved production, resolved issues and mitigated risks

● Provided management of sound business advice and contractual rights and obligations, and provided interpretation of contract terms and conditions

● Liaison to stakeholders for contract administration and on-time delivery reports and metrics weekly on over five major contracts

● Conducted detailed analysis and problem solving of departmental operational reports and resolved 75% of complex contract problems in support of continued contract performance, quality assurance, timely deliveries and contract payments

● Designed a new reporting system for monitoring contractor performance, improving review of data by 50%; which allowed enhanced record keeping and research of individual transactions and issues

● Updated training materials and conducted training courses for internal and external clients for improved customer support, synthesized lessons learned and established ‘Best Practices’ on improving consumer outcomes

● Led the implementation, documentation, and evaluation of all multi-state Consumer-Directed Program operations and coordinated with project teams and state officials; executed the deliverables ahead of schedule and within budget, consulted with senior government project officers, grantees, and contractors and project team leads on behalf of the organization

● Supervised cross functional project teams which address and improved daily operational and program issues

• Worked with clients to improve life choices and maximize benefits of programs.
• Determined needed and relevant interventions based on each client's cognitive abilities and current needs.
• Educated potential participants on available services and processes to engage in program.
• Oversaw day-to-day activities of residents in [Type] facility.
• Detailed program operations and participant activities with comprehensive recordkeeping.
• Identified service gaps and located needed housing and work placement resources for individuals.
• Collaborated on program operations and relayed participant feedback for improvements.
• Compiled socioeconomic data for specific program eligibility determinations and large-scale research purposes.

● Established a Prevention Alliance Workgroup among 19 diverse stakeholders and determined prevention priorities, proposed new initiatives and reported progress on current community improvement projects

● Compiled and analyzed prospective contractor applications and data for accuracy

● Maintained internal audit databases; executed and assisted in the assessment of independent contract database control files

● Performed data analysis and quality assurance and implemented recommendations and quality initiatives

● Queried databases and combined like systems for more efficient reporting, research, and decision-making improving production time by 33%

● Used Microsoft Excel for data reporting, chart and graph development with use of formulas and functions for exporting data

● Led in negotiations with team of 7 project stakeholders to reach an agreed upon price for services, identified resources, resolved issues and mitigated risk

● Executed daily quality control and production planning within a 62,000 square foot attraction and retail operation which supported corporate objective of brand awareness and loyalty

● Assessed, supervised and evaluated staff of 80, produced weekly data and fiscal driven schedules, monitored and evaluated workforce performance for which improved customer experience by 10%

● Managed sales staff which generated over $70 million in ticketing revenue increasing an average of 5% year over year

● Designed innovative policies and procedures surrounding loss prevention and strategic planning

● Developed and implemented qualitative and quantitative market research projects which involved concept testing, new product development, and strategic brand planning for a progressive client experience

● Created monthly training and development opportunities; advanced employee knowledge of the company history, guest relations strategies and crowd control; improved guest experience by 22%

● Coordinated across departments (with facilities and maintenance contractors) to ensure adherence to safety and production planning guidelines

● Conducted guest experience surveys and focus groups, steered changes to enhance guest experience in the attraction 40%

● Led and developed multiple supervisors and created a highly trained Leadership Team within the attraction with consistent standards of excellence

● Chaired "The Continuous Improvement Committee" which enhanced positive employee relations and improved overall employee morale which trickled to the customers for enhanced attraction experience by 18%