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CALLAHAN Austin, Texas 78757 PROFILE A Talent Management Professional with experience as a strategic member of corporate leadership teams. Strong business background developed through training and implementation of performance plans in diverse results-driven institutions, including a Fortune 500 company. A motivational leader who serves as a catalyst for profitable and orderly workforce change. An advanced communicator and liaison with the ability to build rapport and credibility with all levels of associates. Solution oriented with an eye toward bottom line results. EDUCATION MBA/HRM, University of Phoenix (9 credit hours completed) BS, Liberal Arts, Excelsior College, Albany, New York PROFESSIONAL EXPERIENCE Alamogordo Ear, Nose and Throat/Advanced Hearing Care 2010 - 2011 Director of Operations & Training Drove revenue growth and organizational development through daily active management of staff and the achievement of the organization's key performance indicators. Ensured that all opportunities in the practice were captured, coordinated and maximized by company protocol, including audiology/dispensing, assistants, ENT clinicians, and clerical/administrative staff. Develop and manage employee development program to ensure all staff was adequately trained and met or exceeded performance goals. Accountable, responsible for all human resource functions, programs, compliance and the delivery of exemplary customer service to clients. Implemented a certified Patients for Life (PFL) initiative in 90 days improving the patients hearing health experience, tracking/accountability of metrics and efficiencies in overall standard of care. Contributed to the success of staff performance through daily maintenance of the PFL system, tracking of matrices, weekly observations, implementation of mystery shoppers and a reward/recognition program. Increased staff Audiologists closure rate by 15%; Assistants mystery shopping scores between 5%-20%. Bank of America 2007 - 2009 Banking Center Manager/Assistant Banking Center Manager Led staff to achieve established goals and foster environment of continuous improvement and professional development. Ensure cost effective management, planning and coordination of all consumer banking center functions. Consult senior management on all business initiatives to ensure legal/policy compliance and fair treatment. Delight and serve customers by delivering the Brand promise and drive customer loyalty. Exceeded sales goals for 1Q-2008, obtaining 1st in credit card sales for the Central New Mexico Market and 5th for the West Division. Contributed to the success of personal banker obtaining first place in overall Total Sales Value for Central New Mexico Market in 1Q/2Q - 2008. Increased Customer Delight score by 50% over six months. INFOnxx (currently kgb) 2006-2007 Manager of Training & Leadership Development Managed six exempt and fifteen non-exempt employees. Led staff to meet recruiting, performance and leadership development goals. Partnered with human resources to identify and implement innovative recruitment, staffing and performance strategies. Managed the presentation, selection and administrative functions for recruiting and new hire orientation/job skills training programs. Implemented employee new hire, refresher and retention programs. Supported a weekly staffing model of sixty new hire candidates for a 1000 seat 24 hour contact center. Designed and delivered a performance improvement initiative reducing call processing time by 2 seconds. Created and implemented a corporate-wide leadership development program, training all management. russcallahan@yahoo.com (505) 660-5814


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Self-Employed 2003-2006 Training Development Consultant/Facilitator Delivered expert HR consultation/facilitation services for diverse client base including The Austin Call Center Alliance, Trinity Ministries, Canaan Latin America, Newsome Sprinklers, Lone Star Chrysler/Jeep and Harcourt Psychological Corporation. Researched and evaluated client management practices, training/development programs, leadership principles and employee relations; providing strategic planning, focus group facilitation, change management and cultural assessments to drive achievement of corporate growth objectives. Designed and conducted seminars on effective communication techniques, customer service, behavioral interviewing, change management, leadership development and alignment of strategy with daily activities. Fueled 50% revenue increase in 3 years Decreased payroll processing by 1 day. Improved customer satisfaction survey results by 90%. Fairbanks Capital Corp. (currently Select Portfolio Servicing) 2001 - 2003 Regional Director, Human Resources (2002 2003) Led staff to meet established goals and foster environment of continuous improvement and professional development. Ensured cost effective management of department, planning and coordination of all human resources functions. Consulted with senior management on all business initiatives to ensure legal/policy compliance and fair treatment. Managed a staff of ten associates. Contributed to successful acquisition of Olympus Servicing, LP to Fairbanks; including due diligence initiatives, servicing rights transfer, job mapping, and HRIS systems conversion training and orientation. Provided strategic counsel to line management to effectively reduce the contingency workforce by 90%. Maintained an annual attrition rate of 14%, considerably below industry standard. Assistant Vice President, Training and Development (2001 2002) Directed all functional and organization development programs. Gave guidance, support and supervision to training staff. Performed needs analysis and conferred with all levels of management and staff to address performance concerns and determine effective learning solutions. Developed positive strategic relationships with ten operational units for multi-million dollar mortgage servicing company. Designed and implemented a structured recruiting, training/development function, within six months. Supported 300% increase in operational staff for 2001. Increased employee involvement/morale with the implementation and management of a formalized call center training/mentoring program, leadership development program and an employee activity council. Janus Mutual Funds Service Corporation 1999 - 2001 Regional Training & Development Manager Managed a matrix training division, of thirty-five exempt/non-exempt associates for global billion-dollar investment firm. Monitored the design, development, customization, implementation of technical systems training and professional leadership development programs. Assessed development needs, identified training solutions, coordinated appropriate design/delivery options and assessed overall effectiveness of all learning initiatives. Received National Quality Rating (NQR) of Best in Class all four quarters, year 2000. Maintained 93% pass rate for Series 6/63 licensure exams. Supported 200% increase in operational staff in a single year. PROFESSIONAL CERTIFICATIONS AND AFFILIATIONS New Mexico Notary Public Certified Employment Law Compliance, COUNCIL on Education in Management Certified Targeted Selection, Development Dimensions International (DDI) Certified Human Resources Management, University of Texas Certified High Impact Consulting, Robert Schaffer and Associates