Autumn 2015

Dear Hiring Authorities:

I am a mature, self-starting, well-educated, flexible, highly organized and analytical professional with a wealth

of applicable experience. I have wide-ranging experience in data analysis and high-level reporting, administration,

data management, call center management and operations, technical applications, facilities management, staff training,

scheduling and workforce management. I have performed very successfully in countless problem-solving roles and I

highly respect discretion and confidentiality.

My key competencies include:

+ Strong Presentation Skills + Compliance Analysis/Reporting + “Critical Path” Project Scheduling

+ Data Analysis & Reporting + Process Improvement Analysis + Technical Application Development

+ Procedures Documentation + High Technological Acumen + Center Workforce Management

+ KPI Reporting & Analysis + Strong Communication Skills + Team Supervision & Mentoring

+ Configuration Management + Call Center Traffic Management + Best-Practices Implementation

+ Facilities Management + Quality Assurance Monitoring + Customer & Vendor Relationships

+ Budget Input/Development + Staff Training & Development + Call Center Forecasting / Staffing

+ Customer Service + Commission Sales Successes + Real-Time Center Service Mgmt.

+ Customer Retention + Cross-Functional Relationships + CSR Team Mentoring / Supervision

+ Change Management + Data Mining and Segmentation + Testing and Development

As a Business & Process Improvement Analyst, my initiative and follow-through -- to discover, create and

implement appropriate and effective analysis and reporting solutions -- have resulted in many successes and resource

savings. My experience in administration, operations, finance, and facilities has fortified my understanding of budgets,

audits, accounting transactions, vendor/contractor relationships, interactions and adherence to contractual agreements.

I have initiated, developed, authored and published Policies and Procedures Manuals. I have proactively created

numerous analyses and reports (both ad hoc and periodic) to monitor achievement of performance measures, service

production, personnel productivity and many other Key Performance Indicators (KPIs).

I am highly competent at verbal and written communications with high-level management, peers, subordinates

and other diverse audiences of varying technical expertise. I have trained, taught and evaluated learners at all levels. I

have a professional demeanor with diverse audiences and have been a team liaison by creating and presenting high-

quality, informative, winning presentations for high level management, including the Director of the NASA Space

Shuttle Program and the City of Houston Mayor’s Office. Additionally, I highly respect discretion and confidentiality,

as I am a past holder of a Department of Defense “Secret” security clearance for handling of Classified NASA data and

information linked to national security initiatives.

I have attached my résumé of qualifications illustrating how my wide-ranging experience and skills match

your requirements. Let’s meet soon to discuss how I may become the next successful member of your team. Please

feel free contact me at roygreen@utexas.edu and/or by phone at 832.573.5925.

Thank you for your time and consideration!

Regards,

== Roy Green e: roygreen@utexas.edu

Mobile: 832.573.5925

LinkedIn: Roy Green

Résumé: http://goo.gl/JX1Alu

ROY L. GREEN

Houston, Texas Mobile: 832.573.5925

LinkedIn: Roy Green roygreen@utexas.edu

EXPERIENCED DATA ANALYSIS and ADMINISTRATION MANAGEMENT

PROFESSIONAL with Expertise in Strategic Planning

More than twenty years of experience as a self-starting, well-educated, flexible, highly organized and analytical

professional possessing extensive experience in diverse technical and business environments, including: administration

management; data analysis & high-level reporting; process improvement; program planning/ scheduling; customer

service; call center telecommunications management & technologies; as well as team training, supervision and

assessment. Recognized for utilizing strong and effective analytical, logical and mathematical skills with a focus on

accuracy and achieving results. Proactively initiated analyses and reported results to senior level management for

quality control & process improvement.

Key Competencies

Strong Presentation Skills Compliance Analysis/Reporting “Critical Path” Project Scheduling

Data Analysis & Reporting Process Improvement Analysis Technical Application Development

Procedures Documentation High Technological Acumen Customer & Vendor Relationships

Strategic Planning Strong Communication Skills Team Supervision & Mentoring

KPI Reporting & Analysis Call Center Traffic Management Best-Practices Implementation

Configuration Management Quality Assurance Monitoring Center Workforce Management

Facilities Management Staff Training & Development Call Center Forecasting / Staffing

Budget Input/Development Commission Sales Successes Real-Time Center Service Mgmt.

Customer Service/Retention Cross-Functional Relationships CSR Team Mentoring / Supervision

ACCOMPLISHMENT HIGHLIGHTS

Recovered and recreated archived data files to prepare for viewing by Congressional Investigating Committee for Space

Shuttle Accident Investigation, resulting in receipt of NASA Commendation.

Initiated, created and developed “Citizen Satisfaction” database reporting mechanisms for 3-1-1 Call Center, reducing

response time from days to minutes, and becoming the standard for City of Houston Mayor’s Office.

Created and developed Standard Operating Procedures and Glossary of Terminology for operations center.

Development of strong relationships with diverse communities with varying degrees of know-how to include: the Director of

NASA Space Shuttle Program, Mayor of the City of Houston, high-level corporate management, administrators, educators,

peers, students and subordinates.

Self-initiated and performed audits of facility permits to improve legal compliance from < 40% to 100%, saving thousands of

dollars in punitive fines.

Saved nearly $200,000 annually by researching and providing data for cost-cutting documentation program.

Initiated & coordinated effort to migrate department data, creating shared “control” files and then trained peers on effective

file-sharing techniques, resulting in extensive increase of efficiencies and riddance of redundancies.

ADMINISTRATION, ANALYSIS & OPERATIONS MANAGEMENT EXPERIENCE

COMCAST CABLE - HOUSTON 2+ YEARS

Facilities Management Analyst, Process Improvement Analyst Tracked, analyzed, and monitored facilities maintenance and operations of 50+ site region.

Liaison with vendor suppliers and maintenance providers.

Assisted management in oversight of facilities maintenance and new construction projects.

Created and developed methodologies for protection of company property and assets.

3-1-1 SERVICE HELPLINE – CITY OF HOUSTON 2 YEARS

Supervisor (Citizen Contact Center) Effectively supervised, motivated, coached, mentored and certified a staff of 12 call center representatives.

Performed periodic and ad hoc statistical analyses and reports to streamline contact center operational efficiencies.

Developed and maintained “Citizen Satisfaction” database reporting tool for Houston Mayor’s Office.

Acted as workforce management authority and MS-Office specialist for customer service contact center.

(CONTINUED)

THE FOUNDATION FOR MODERN MUSIC - HOUSTON 1 YEAR

Office Manager

Developed, coordinated, monitored, analyzed and updated budgets for non-profit organization

Created and developed ad-hoc reports, operational procedures and mailing database.

Processed financial transactions via telephone, mail and Internet.

Supervised staff of office workers.

AT&T WIRELESS - HOUSTON 4+ YEARS

Information Analyst II (Process Improvement), Business Performance Measures

Applications Programmer / Analyst - Customer Care Support Operations & Process Improvement Successfully created and developed performance management and quality control analyses and reporting tools.

Created and developed operational methodologies (call routing scripts, call campaign datasets, IVR scripts and more) and

appropriate analyses for operational Process Improvements in large 100+ seat call center.

MEMBERWORKS, INC - HOUSTON 2+ YEARS

Supervisor - Traffic Management Group & Process Improvement Selected by Vice-President to serve on executive team to define requirements, evaluate, procure and implement call center

workforce management software system.

Supervised call center operations team charged with "real-time" call center traffic and service level management in 300+ seat,

multi-site, 24/7 call center receiving 400,000+ calls per month.

ROCKWELL INTERNATIONAL – NASA JOHNSON SPACE CENTER, HOUSTON, TX 10+ YEARS

NASA Space Shuttle Program Planner / Analyst Performed configuration management and “critical path” analysis and assessment of intricate Space Shuttle Program

workflows impacting the Shuttle launch schedule.

Collected and analyzed data for daily multimedia presentation to NASA Space Shuttle Director.

Represented contractor on "Team Excellence" task force to employ operational process improvements.

Recovered and recreated archived data files to prepare for viewing by Congressional Investigating Committee for Space

Shuttle Accident Investigation, resulting in receipt of NASA Commendation.

EDUCATOR EXPERIENCE

FURR HIGH SCHOOL - HOUSTON ISD, HOUSTON 6 YEARS (PRESENT)

NORTH FOREST HIGH SCHOOL - NORTH FOREST ISD, HOUSTON

Mathematics Instructor: Pre-Calculus, Algebra II, Algebra I, TAKS & STAAR Math Testing Preparation Achieved 100% Exit Level TAKS Math pass rate for student cohort at FHS in 2013.

Development of strong student connections resulted in 91% TAKS Math pass rate for my student cohort group versus school

composite 45% Math pass rate in struggling NFHS.

EDUCATION / TECHNICAL TRAINING:

Post-graduate work, Rice University (Mathematics) & The University of St. Thomas (Education)

Bachelor of Science, Mathematics (minor study in Physics), The University of Texas at Austin

Microsoft Certified Systems Engineer (MCSE) core training courses, Rice University

Holder of two valid Texas Secondary Education Teaching Certificates (Mathematics 8-12 and 4-8)

SECURITY / PERFORMANCE / PERSONAL:

Past holder of U.S. Department of Defense “Secret” Security Clearance for handling of sensitive Classified

NASA / Department of Defense data.

Consistently received excellent Performance Reviews during career.

Numerous (80+) nominations as “inspirational” by large numbers of peer group resulted in selection to carry

the Olympic Torch in Houston for XIX Winter Olympic Games (Salt Lake City, 2002).

Have ridden bicycle 14,000+ miles for long, multi-day epic charity bicycle rides across Montana, Alaska, &

Texas, raising $40,000+ for various medical and education charitable causes.

Well-traveled, “worldly” US Citizen with current, valid US Passport.

Possess valid Texas Driver's License with no moving violations.