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Yyyyyy x. yyyyyy


Operations / Organizational Development Manager 


Innovative Government Consultant as well as decisive and result-focused Process Improvement Manager with numerous years of outstanding project planning, execution, monitoring and resource balancing skills.  Possesses the ability to support multiple simultaneous projects in a matrix-organizational structure.  Key strengths in design, development and implementation.  A focused, self-motivated team member who takes pride in solving complex problems and delivering user-friendly solutions. 


Organizational Theory                        Organizational Change Management                         Business Research


Strategic Management                  Global Financial Management & Economics                  Leadership & Ethics


Qualifications Profile


Ø  Strong technical background with the ability to work independently on multiple projects with specialized knowledge of project management, team leadership and management, strong analytical and decision making skills, strategic and tactical planning and development, communication protocols, problem resolution and proactive methods, as well as fiscal management of multiple facets of operations.

Ø  Excel in defining and implementing policies, procedures and operational systems that boost productivity, efficiency and quality of operations.

Ø  Comprehensive understanding of the financial systems arena due to advanced education and training regarding information management and business practices.

Ø  Competent leader and mentor who is able to create a team environment, including building collaborative relationships, training peers to perform at maximum efficiency, and the capacity to form cross-functional coalitions in order to ensure knowledge is shared across departmental lines.

Ø  Consistently focus on ensuring development of efficiency best-practices. 

Ø  Proven ability to adapt and develop necessary skills to diverse organization needs.

Ø  Technology savvy and proficient in multiple software platforms and applications.



Functional Competencies


Ø  Serve as continuous process improvement team member and subject matter expert regarding lean processes.

Ø  Redesign existing operating procedures by analyzing and identifying areas for improvement.

Ø  Possess knowledge of Army and DoD policies, principles, theories and concepts related to the Family Programs vision and mission.

Ø  Approach problems from a reductionist standpoint and breaks down to find solutions.

Ø  Obtains and manages customer requirements.

Ø  Manage and direct diverse teams in a cross-functional manner to ensure information sharing and resource collaboration. 

Ø  Possesses strong organizational and analytical skills.

Ø  Highly adaptable in quickly changing technical environments.

Ø  Demonstrate dynamic leadership qualities and strong communication skills in successfully steering financial planning meetings and delivering comprehensive strategies.

Ø  Develop expert plans of action according to specific financial needs, both expeditiously and effectively.

Ø  Effectively manage and support staff relevant to specific projects in order to complete assignments on time and on budget.

Ø  Regularly schedule reviews and tracks progress of particular projects.

Ø  Possess an extensive knowledge of fiduciary practices, policies, and regulations and can apply this knowledge in terms of budgets, forecasting and projections, as well as financial analysis. 

Ø  Provide project leadership in order to achieve maximum production, including budget control, production timetable, status reporting, client/project team coordination, and quality assurance. 



Academic Credentials


n Master of Business Administration Degree C Organizational Psychology and Development, American Intercontinental University

n Master s Degree C Counseling Psychology, University of Maryland

n Bachelors Degree - Psychology, University of Maryland




Professional Career Track


Soldier & Family Management Specialist, Department of Army                                           2008-Present


  Provided comprehensive, professional social services to over 50 severely wounded and disabled military members and their families as they rehabilitate and/or transition to civilian life.

  Conducts and documents client-needs assessments.

  Tailored response strategies to deal specifically with individual client s concerns and issues.

  Acted as life coach and career mentor for assigned veterans and their family members.

  Acted as sole liaison officer between the Army Wounded Warrior (AW2) Program in Hampton Roads and over 20 government, non-profit, and private-sector organizations.

  Established first-ever Army Wounded Warrior Program office at FT. Eustis, Virginia.

  Coordinated over 20 marketing events in the Hampton Roads area.

Soldier & Family Management Specialist, Armed Forces Service Corporation                        2008-2008


  Represented and served as advocate for disabled soldiers and their families in obtaining services and support for special needs.

  Conducted interviews and outreach to determine nature and extent of client s concerns and issues.

  Provided comprehensive work and life counseling and services.

  Monitored implementation of multiple administrative and medical/clinical standards and procedures.

  Monitored and tracked program evaluation and ensured compliance with civilian/military standards of care.

  Assisted in developing tolerance levels for program compliance and provided status reports.

  Planned, designed, and monitored programs to meet social/cultural needs of soldiers and families.

  Established first-ever Army Wounded Warrior Program office at the Orlando Veteran s Affairs Medical Center.

  Acted as sole liaison officer between the Army Wounded Warrior (AW2) Program in Orlando and over 50 government, non-profit, and private-sector organizations.

  Coordinated over 30 marketing events in the greater Orlando Metropolitan Area.

Customer Outreach / Project Communications Lead, EMCO Technologies                           2007-2008


  Developed interactive communications plans, Web pages, and training materials for two major NASA IT projects.

  Responsible for project change, stakeholder, and customer relationship management.

  Coordinated with engineering staff and translated highly technical jargon to draft more than 12 critical project proposals through multiple medium.

  Managed 2 interactive web-based customer relationship management programs.

  Researched and completed weekly Web-based trend analysis and customer satisfaction reports in order to assess impact and draw conclusions and present recommendations.

Relocation Readiness Program Manager, Army Community Services Center                        2004-2005


  Managed the Mannheim, Germany Army Community Services (ACS) Relocation Readiness Program, budget and associated staff, to include Information & Referral, ACS Lending Closet as well as Community Welcome tours and briefs.

Education Counselor, US Air Force Education Center                                                              2003-2004


  Provided academic guidance and career coaching to the Kaiserslautern Military Community encompassing 55,000 Active Duty Military, DoD Civilian & their Families.

  Established 2 geographically separated (satellite) Education Service Offices.

Specialized Military Training & Coursework

n Exceptional Family Member (EFMP) Case Processing Training

n Non-Verbal Communications Training

n Client Tracking System Training

n Relocation Readiness Training, Customer Service

n Information and Referral Training

n Equal Employment Opportunity Training

n US Army Supervising Local Nationals Training Course

n US Army Contract Office Representative Mentor Training

n Adult Learning Theories, Principles & Application




n Department of Veterans Affairs Evolving Paradigms Conference
Orlando Mayor s City Academy

n Army Wounded Warrior Client Tracking Database Training

n Project Management Course

n Army Leadership Education & Development (LEAD) Course

n US Army Action Officer Course

n US Army Management Development Course

n US Army Supervisor Development Course

n Moral Welfare & Recreation New Manager s Training Course
















Heather Callahan


Process Improvement / Operations Manager

Client Resolution C Staff Leadership C Problem Solving







Recent research into COMPANY NAME prompted me to immediately update my resume for your review.   Based on my knowledge of this company, I am very interested in interviewing for STATE POSITION YOU ARE SEEKING. I offer several years progressive advancement in key roles, most recently as a Soldier and Family Management Specialist for the United States Army.  I am skilled at all phases of planning, supervising, and execution of medium to large scale projects.  I am particularly skilled at productions and revenue increases, working directly with all departmental resources, scheduling and process tracking, directing and leading staff, understanding project plans and specifications, and problem solving with minimal impact to the overall operation.

  I have worked as a technical expert in various forms within this sector so I am accustomed to integrating into various cultures and environments. I am experienced at managing others as well as developing and implementing best practices models to increase efficiency and thus completion of projects on time and on budget.  I offer several years of formal training and education as well as progressive advancement within companies due to excelling at responsibilities and making significant contributions the projects to which I am assigned. 

            I am an exceptionally hard worker and consider myself a strong team player.  My enthusiasm comes from working directly with products and streamlining and improving processes as evidenced by my accomplishments and contributions to my past employers.  I am also capable of assimilating into a new environment easily and feel that I could quickly become part of your team.  I enjoy the chance to work directly with various departmental resources in both learning and mentoring fashions. I am selectively seeking a company who is progressive thinking and in need of a professional who can make an immediate and positive impact on productivity and processes.  Further I am open to discussing relocation if this should be a requirement.

            After your review of my resume, I hope you will agree that this would be a mutually beneficial arrangement.  I plan to call you early next week. At that time, I can answer questions concerning my background and experience and we can discuss the desirability of an introductory meeting.  Please contact me sooner if you wish to talk before then.  I look forward to speaking with you.



Heather Callahan


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