SCOTT RICHARD

• Government contractor in hybrid role as program manager for Naval Air Warfare Center Aircraft Division (NAWCAD) Digital Networks Applications and project manager for U.S Army's Enhanced Classroom Program, both of which facilitate the installation of Audio Visual equipment across the United States on military installations.
• Identified plans and resources required to meet project goals and objectives.
• Managed 50 audio-visual projects simultaneously from procurement to commission.
• Developed and initiated projects, managed costs, and monitored performance.
• Achieved project deadlines by coordinating with contractors to manage performance.
• Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
• Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.
• Headed project teams specializing in design and launch activities.
• Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
• Maintained clear communication with precise technical writing to document and inform critical processes for government briefings.

• Government contractor working to support Facilities Management at National Security Agency on Fort Gordon, GA.
• Kept electrical, plumbing, and grounds projects on schedule by managing deadlines and adjusting workflows.
• Liaised between government engineering departments to facilitate communication and keep appropriate parties updated on project developments.
• Supervised up to two dozen projects from project start through delivery by prioritizing needs and delegating assignments.
• Tracked hours and expenses to keep project on task and within budgetary parameters.
• Developed executive presentations and reports to facilitate project evaluation and process improvement.
• Maintained open communication by presenting regular updates on project status to customers.

• Prepared and maintained records and documentation pertaining to incidents.
• Neutralized situations calmly with tact and common sense.
• Checked credentials and identifying paperwork for all incoming employees and visitors.
• Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.

• Established and oversaw performance targets for call center associates with emphasis on meeting SLAs.
• Developed quality employees within call center to take over leadership positions.
• Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
• Determined quality assurance benchmarks and set standards for improvement.
• Assisted in recruiting, hiring and training of team members.
• Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency

Selected Contributions:

• Challenged to turnaround under-performing Fraud Prevention department that experienced $1M+ in losses.
• Effectively created queries to assess fraud prevention gaps; Streamlined guidelines and improved process structure while successfully maintaining chargeback losses of under .09% of 1B in annual sales.
• Took initiative to relocate from Philadelphia, PA to Trenton, SC and then again from Trenton, SC to Augusta, GA to build Contact Centers from ground up.
• Constructed and executed business continuity plans.

• Delivered expert analysis of market conditions by gathering key data, analyzing trends, creating reports and offering comprehensive evaluations.
• Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
• Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Followed through with client requests to resolve problems.
• Introduced higher standards for customer service and increased efficiency by streamlining operations.