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Skills

  • Lease negotiation for new locations
  • Process improvement
  • Team training and development
  • Team Leadership
  • Relationship development
  • Regulatory requirement compliance
  • Inventory forecasting and management
  • Customer Service Strategy Development
  • Center profitability enhancement
  • Vendor relationship management

Work Experiences

  • Achieved a 85% decrease in complaints.
  • Oversaw the day-to-day operations of the education program and delegated assignments and evaluated performance of support staff.
  • Kept track of overhead, prepared budgets, and directed spending and resources to support fiscal efficiency.
  • Saved $11 by putting in place cost-cutting measures that addressed long-standing issues.
  • Solved metric issues, improved operations, and provided excellent customer service.
  • Collaborated with certification bodies, facilitating over 6 new test launches, ensuring seamless integration with existing systems.
  • Collaborated with CPA providers to update and modify exam protocols, reducing candidate retakes by 18%.
  • Achieved this within 2018.
  • Achieved a 38% improvement in positive feedback.
  • Planned educational activities, faculty lectures, and departmental events to support the institution's mission and values.

Summaries

  • Achieved a 34% reduction in potential disruptions.
  • Achieved minimal security incidents across all locations.
  • Conducted staff training.
  • Maintains sufficient staffing and resources to meet 18 months program objectives while staying within budget.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Test Center Manager with 9 years of successful performance reporting and project management experience.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Test Center Manager is a multi-talented Test Center Manager who is consistently rewarded for planning and operational improvements.
  • Test Center Manager implements and maintains educational programs and services, as well as acting as a trusted resource for patrons, school personnel, and the executive board.
  • Coordinated sessions across Denver.

Accomplishments

  • Successfully led a team of 5 test administrators in fulfilling all regulatory compliance measures, surpassing audit benchmarks for 2021.
  • Introduced data-driven performance feedback systems, improving team productivity by 16% and aligning operations with specific KPIs.
  • Implemented a dynamic staffing model that reduced test center wait times during peak hours by 80%.
  • Developed and streamlined test scheduling processes, resulting in 20% fewer candidate appointment errors and improved satisfaction scores.
  • Introduced cost-saving measures that resulted in $5 annual savings without compromising service levels.
  • Improved testing center performance by implementing Adobe Creative Suite that resulted in 23% faster exam delivery and reduced downtime.
  • Balanced client demand against available resources, increasing profitability by $18 per quarter by optimizing equipment use and staffing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Managed relationships with key stakeholders, resulting in renewed contracts across 17 test center locations, expanding overall capacity by 77%.
  • Led a cross-functional initiative that increased candidate satisfaction by 75% through improved check-in processes and resource allocation.

Affiliations

  • National College Testing Association (NCTA)
  • Academic Consortium for Testing Standards (ACTS)
  • Certification Network Group (CNG)
  • National Association for Test Center Administrators (NATCA)
  • Association of Talent Development (ATD)
  • American Society of Safety Professionals
  • Performance Testing Council (PTC)
  • Foundations of Organizational Behavior (FOB)
  • Project Management Institute
  • Association for Test Publishers (ATP)

Certifications

  • Project Management Professional (PMP)
  • Certified Customer Service Professional (CCSP) – category
  • First Aid/CPR Certified
  • ServSafe
  • CompTIA Project+ – program
  • Lean Six Sigma Green Belt – process
  • Certified Information Security Manager (CISM) – ISACA
  • Cisco Certified Network Associate (CCNA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Facility Manager (CFM), IFMA

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