Nancy Herrick
Mechanic Falls
Summary
Adept Program Manager with a proven track record at Opportunity Enterprises, excelling in vendor negotiation and team leadership. Spearheaded initiatives that enhanced program delivery and customer satisfaction, leveraging skills in project coordination and effective communication. Recognized for outstanding conflict resolution and coaching, driving performance and compliance improvements. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Program Manager
Opportunity Enterprises
Auburn
07.2008 - Current
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assigned work and monitored performance of project personnel.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Assisted in developing training materials for new hires involved in the program activities.
- Established and maintained relationships with vendors and external partners, negotiating contracts to support program objectives.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Implemented plans designed for individual's specific needs.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Developed project plans, identified risks, set objectives and monitored progress towards completion.
- Developed and maintained project plans, schedules, and budgets.
- Delegated work to staff, setting priorities and goals.
- Provided guidance and support to team members in order to achieve targets within defined deadlines.
- Reviewed completed work to verify consistency, quality, and conformance.
- Utilized project management tools and methodologies to track program progress, identify variances, and implement corrective actions as necessary.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Oversaw the resolution of issues and challenges impacting program delivery, facilitating problem-solving and decision-making processes.
- Directed the development and maintenance of comprehensive program documentation, including plans, reports, and presentations.
- Recruited and trained new employees to meet job requirements.
- Oversaw program compliance with requirements, schedule and budget.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Maintained positive relationships with vendors by monitoring their performance against agreed upon contractual terms.
- Implemented quality control measures to uphold company standards.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Reviewed customer feedbacks on a regular basis in order to identify potential areas of improvement in service delivery.
- Conducted regular meetings with team members to review progress and address any issues or concerns.
- Designed surveys for customers seeking feedback on their experience with the program offerings.
- Recognized by management for providing exceptional customer service.
Education
High School Diploma -
Lewiston High School
Lewiston Maine06-1991
Skills
- Project Coordination
- Risk assessment
- Budget management
- Vendor negotiation
- Employee training
Program compliance
- Customer service
- Conflict resolution
- Effective communication
- Team leadership
- Performance coaching
Certification
CPR/FA certified
Safety Care Instructor
CRMA certified
Affiliations
Bowling on a league
Family oriented
References
References available upon request.
Timeline
Program Manager
Opportunity Enterprises
07.2008 - Current
High School Diploma -
Lewiston High School
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