Michael Frederick
Alexandria,VA
Summary
Results-oriented Program Manager enthusiastic about taking on new challenges. Successful at developing innovative strategies to capitalize on dynamic market conditions. Strategic planner and clear communicator with an adaptable approach. In addition, motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with both employees and clients. Motivated to maintain client satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Program Manager
ID.me
McLean, VA
04.2022 - 05.2023
- Generated and delivered reports, program review presentations and other program status updates.
- Prioritized tasks and managed teams throughout multiple projects.
- Oversaw program compliance with requirements, schedule and budget.
- Worked closely with other departments to support program technical aspects and cost proposals.
- Led weekly product meetings and made decisions that positively impacted the overall company guidelines.
- Implemented plans designed for individual's specific needs.
- Measured performance across campaigns and events.
- Audited operations and processes to enhance brand and manage compliance.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Produced thorough, accurate and timely reports of project activities.
- Analyzed business performance data and forecasted business results for upper management.
Team Lead
ID.me
Tysons Corner, VA
03.2021 - 04.2022
- Lead a team of 8 - 12 Trusted Referee employees ensuring that they are supported throughout their shift.
- Monitored team progress and enforced deadlines.
- Fostered positive employee relationships through communication, training and development coaching.
- Integrated process improvements to increase overall workflow.
- Work closely with Shift Managers to ensure all goals are being met.
- Offered constructive criticism regarding quality assurance on team video session.
- Create a strong partnership with our Product department to share feedback.
- Delegated daily tasks to team members to optimize group productivity.
- Collaborated with management team to implement new work procedures or policies.
Peer Reviewer
ID.me
Tysons Corner, VA
12.2020 - 03.2021
- Answered clients' questions and promptly addressed concerns.
- Assisted new referees with training and learning specific game rules and regulations.
- Worked closely with Team Lead to ensure Trusted Referees were set up for success.
- Proactively identified and solved complex recruitment problems impacting employer short- and long-term success.
- Answered Trusted Referees questions via In-person or slack to assist in getting members verified.
Trusted Referee
ID.me
Tysons Corner, VA
09.2020 - 12.2020
- Verified member's identity through virtual video sessions.
- Helped with troubleshooting to ensure members were able to get verified.
Visual Manager
The Container Store
Reston, VA
09.2013 - 02.2020
- Collaborative partnership with Store Managers, Area Director and Regional Director to drive sales in an $8million store
- Developed and implemented creative promotional strategies in partnership with headquarters to achieve monthly, quarterly and yearly goals
- Partnered with managers and headquarters to optimize promotions
- Prepared interesting and innovative visual displays to grab customer interest and promote sales
- Monitored and replenished display inventory and restructured according to available stock
- Created interior displays to promote products in alignment with corporate sales objectives
- Aided in recruiting and interviewing applicants to maintain a full staff
- Developed full-time and part-time employees by offering consistent training, coaching and follow up
- Managed team of up to 40 merchandising employees and monitored adherence to company standards
- Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from customer service/feedback, product concerns and installation/delivery issues, protecting company reputation and loyal client base
- Designed and sold custom closets for customers
Visual Sales Lead
The Container Store
Rockville, MD
04.2009 - 09.2013
- Updated floor design for 2,300 square foot facility to more effectively present products to patrons
- Monitored and replenished display inventory and restructured according to available stock
- Supervised team of up to 20 merchandising employees and monitored adherence to company standards
- Led team during implementation and execution of new campaigns
- Enhanced overall store appearance by applying careful consideration to product and display locations
- Worked with Store Managers to resolve problems, improve operations and provide exceptional customer service
- Aided in leading salesfloor activities by ensuring employees are driving sales and company's initiatives
Inventory Coordinator
The Container Store
Washington, DC
06.2006 - 04.2009
- Purchased new supplies in line with projections and current inventory levels
- Completed department bin counts each week
- Performed inventory counts every 7 days
- Investigated and resolved variances in inventory counts on daily basis
- Inspected damaged and defective products daily and removing from inventory
- Led in building strong inventory awareness culture amongst staff
- Ensured that staff remained informed on product updates and recalls
Bank Teller
Mercantile Potomac Bank
Washington, DC
06.2005 - 06.2006
- Upheld strict financial controls by keeping funds secure and accurately transferring monies
- Enthusiastically greeted customers and offered dedicated service during entire transaction, improving bank satisfaction ratings
- Assisted customers with setting up new checking/savings accounts and depositing or withdrawing funds
- Managed over 30 customer checking, savings and business accounts
- Promoted products or services to each customer to consistently achieve sales targets
- Reconciled cash drawer and resolved discrepancies
Education
High School Diploma -
Gaithersburg High School
Gaithersburg, MD2001
University of Maryland - College Park
College Park, MDSkills
- Program Leadership
- Change Management
- Project Management
- Strategic Planning
- Call Center Operations
- Management
- Product Knowledge & Replenishment
- Interior and exterior displays
- Corporate visual standards
- Training
- Customer service
- Data Entry
- Time management
- Operations management
- Cash management
- Scheduling
- Team building
- Inventory Management
- Salesforce
- Production monitoring
- Quality control
- Client support
- Quality Improvement
- Experience in leadership
- Improvement plan knowledge
- Data Analysis
- Problem-Solving
- Process flows using Miro & Lucid applications
- Compliance Enforcement
- Team Training and Development
- Verbal and Written Communication
- Operations Management
- Systems Optimization
Timeline
Program Manager
ID.me
04.2022 - 05.2023
Team Lead
ID.me
03.2021 - 04.2022
Peer Reviewer
ID.me
12.2020 - 03.2021
Trusted Referee
ID.me
09.2020 - 12.2020
Visual Manager
The Container Store
09.2013 - 02.2020
Visual Sales Lead
The Container Store
04.2009 - 09.2013
Inventory Coordinator
The Container Store
06.2006 - 04.2009
Bank Teller
Mercantile Potomac Bank
06.2005 - 06.2006
High School Diploma -
Gaithersburg High School
University of Maryland - College Park