Kenneth Nixon
Ashburn,VA
Summary
An experienced senior leader skilled in leading diverse, cross-functional teams in remote settings. Deep experience in the for-profit and non-profit areas of life safety and mental health. Very passionate mental health advocate and award winning author of a mental health memoir titled Born Into Crisis. An invested member of my community who has accomplished results to strengthen mental health outcomes.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Training Services Operations Manager
American Red Cross
06.2021 - Current
- Played a pivotal role building the first internal, fully remote national training services contact center in the American Red Cross's history.
- Manages a remote team of 90 employees, 10 direct reports, 80 indirect reports, fostering a collaborative environment.
- Project Manager overseeing successful transition of phone system transition from Avaya to AWS without business disruption
- Demonstrated meticulous attention to detail, leading process improvement management efforts resulting in a 37% reduction in operational errors.
- Analyzed business trends and data, identifying opportunities for process improvements which led to a 30% increase in operational efficiency through business automation efforts.
- Collaborated with cross-functional stakeholders (Quality Assurance, Finance, Business Process) to drive alignment, resulting in successful implementation of new processes and procedures.
- Translated complex technical concepts into clear communication for both internal teams and external partners, enhancing collaboration and understanding.
- Actively supported the American Red Cross's commitment to diversity, equity, and inclusion by championing initiatives that promoted a diverse workforce and inclusive workplace culture.
Associate Organizer
VA Organized For Interfaith Community Engagement
09.2021 - Current
- $25.5 million for Crisis Receiving Center in Prince William County Virginia. Secured $18.7 million in local, state, $2 million in federal funding and $4.8 million in ongoing, continuous operational funding towards the creation of a desperately-needed Crisis Receiving Center in Prince William County, one of America’s most racially diverse counties.
- Secured $70 million in state budget for fiscal year 2024. The state adopted a budget amendment for $70 million to build Crisis Receiving Centers throughout all five health regions in Virginia.
- Successfully helped, in coalition with the Virginia Association of Chiefs of Police and the Virginia Hospital & Healthcare Association move the state to adopt a gold standard model, CRCs. These are brick-and-mortar facilities, staffed by mental health professionals, where law enforcement and members of the public can take people during a mental health crisis, instead of hospital emergency rooms or jail to get stabilization and treatment. One of the many key features of CRCs is their ``no wrong door” policy of never turning police officers away and facilitating a drop-off time of 10 minutes or less.
Global Customer Service Manager
Diversified / Vector Security Networks
04.2007 - 09.2020
- Established and maintained relationships with national and global customers, vendors and contractors.
- P&L Responsibility
- Planned and implemented strategies for improving customer service and satisfaction across the North American region and Europe.
- Collaborated with regional sales teams to identify and meet customer needs.
- Implemented and enforced regional service quality assurance processes.
- Managed customer service, sales, and technical service teams, providing ongoing training and support to continuously improve team performance.
- Collaborated with cross-functional teams for smooth running of customer service operations.
Education
MBA - Healthcare Management
Western Governors University
Salt Lake City, UT10.2024
Bachelor of Science - Criminal Justice
Strayer University
Washington, DC09.2011
Associate of Science - Criminal Justice Technology
ECPI University
Virginia Beach, VA07.2007
Skills
- Hiring and Recruitment Knowledge
- Community Events
- Office Administration
- Remote Team Leadership
- Business Development
- Process Improvement
- Program Management
- KPI Performance
- Conflict Resolution
- DEI Leadership
- Relationship Development
- Stakeholder Communications
Accomplishments
VA Supreme Court Certified Conflict Resolution Mediator
Certification
Certified Mental Health First Aid - Adult
Certified Mental Health First Aid - Youth
Timeline
Associate Organizer
VA Organized For Interfaith Community Engagement
09.2021 - Current
Training Services Operations Manager
American Red Cross
06.2021 - Current
Global Customer Service Manager
Diversified / Vector Security Networks
04.2007 - 09.2020
MBA - Healthcare Management
Western Governors University
Bachelor of Science - Criminal Justice
Strayer University
Associate of Science - Criminal Justice Technology
ECPI University
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