Michael Amir Bakhtiar

Experience

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  MasterDrive, Inc.

  Mar 1992 - Sept 1998

  Head Instructor; Rehabilitative Specialist / Coordinator

  A $1MM education company imparting specialized defensive driving to individual and corporate clientele.Skills Operations and Training Manager• Directed overall operation of skills-based driving clinics – managing 3 teams per clinic. • Instructed over 750 clients using Adult Learning Theories (including V.A.K. model, N.L.P., and E.K.) and aided in the development of the training curriculum and corporate growth. Coached less-tenured managers and trainers within a 90-employee base.Rehabilitative Specialist / Coordinator• Revamped and managed programs for clients having special conditions (ADD, Stroke, Cerebral Palsy, Traumatic Brain Injury, etc.) to improve psychomotor functioning and response time.• Refined evaluation procedures and documentation, advising instructors on specific courses of action for each client. Show less

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  Heritage Christian Center

  May 1993 - Jun 1994

  Mental Health Counselor

  A center that provides psychological guidance to community members.• Led 70 clients to resolve specific behavioral and relational issues. • Administered D.I.S.C. behavioral assessment and utilized the Diagnostic & Statistical Manual III-R to determine best intervention strategy.

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  Ascend One

  Jun 1999 - Sept 2003

  Organizational Development Specialist

  A $90MM financial services business that provides call center and accounting support to credit card companies.• Generated $500K ROI by conducting Applied Performance Management as a company-wide methodology.• Reduced risk across subsidiary companies by providing a uniform PM system while incorporating subsidiary companies. Reengineered Performance Management (PM) System, including research, development, revision of HR policies and procedures, and manager and employee training.• Decreased hiring timeframe of new hires by refining and mapping internal and external recruitment processes to a unified practice by all recruiters and hiring managers.• Developed and tested Competency and Personality Profiles used during recruitment process. • Produced ROI of $300K first year through implemented Emvolve call center performance metrics software including training, communication, HR integration, and post implementation support. • Increased efficiency throughout many departments by leading process improvement teams including: Call Center Management Practices, Intranet redesign, and Rewards & Recognition redesign (R&R resulting savings $60K annually) utilizing iGrafx process mapping.• Enhanced HR experience through assessment and contract acquisition of Sheppard Pratt (APS) Employee Assistance Program.• Created Management Development Program to train 50 new managers and to prepare 100 existing managers for leadership positions. • Mentored directors and coaches on various Employee Relations topics such as change resistance, team development, time management, measurement, sexual harassment, and communication & feedback skills. Show less

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  Loyola College

  Oct 2001 - Sept 2005

  M.B.A. program/student

  Key projects: 1. Operations redesign of Microsoft Office 2007, proposal included: organizational and team restructure, project plan gap analysis, improvements to internal communication channels, web-matrix knowledge sharing platform. 2. Marketing strategy of LifeSpan Medical Center including: competitive analysis, advertising budget, and campaign performance measures.

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  Performix Technologies Ltd, Dublin Ireland

  Feb 2004 - Mar 2004

  Training and Communication Design Consultant

  A $10MM performance management software firm that enhance employee performance of financial call centers.• Improved consulting resource utilization, by developing a suite of communication and training tools to standardize their deliverables. Modules included: hyper-linked strategy sequences, training schedules, key business objectives, communication drafts, training manuals, and PowerPoint presentations.

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  The Credit People Company

  Jan 2005 - Dec 2007

  Process Improvement Analyst / Sales

  A $3.5MM Mortgage brokerage firm which offers finance and debt consolidation options to Mid-Atlantic clients.• Increased prospect conversion for employees by creating SOPs and forms that expedite loan pricing to beat competition. • Increased customer response rate by producing several marketing mailers to targeted prospects.• Averaged 37% of company’s revenue.

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  Apple

  Jan 2008 - Nov 2009

  Training Manager

  A $50 billion computer company that provides software and hardware solutions to customers internationally.• Ensured optimal client demand and quality feedback by hiring the right resources and ensuring they were sufficiently trained. Managed 6 trainers and 10 support staff. • Enhanced trainer knowledge, facilitation skills, and understanding of their roles by instilling a more unified structure to the department by: developing a quarterly project plan, paired learning formats, product knowledge guides, schedule templates, and responsibility-development roles.• Promoted 2 times within a six-month period, from Specialist to Trainer to Training Manager. Show less

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  Tri Tuns, LLC

  Dec 2009 - Jun 2011

  Principal OD Consultant

  A consulting firm that specializes in User Adoption and Organizational Development for IT effectiveness. • Lead consultant for Public sector clients - focusing on change management / user adoption during SaaS system implementations. • As Project lead and User Adoption consultant, increased utilization while minimizing downtime of hiring process during the implementation of Monster Hiring Management Recruitment Solution at two Federal Agencies. Provided needed expertise not available within the federal agencies in the areas of change management, communication planning, stakeholder involvement, and project management.• Responsible for all Human Resources infrastructure development and personnel actions.• Developed a webinar series on Sales & CRM Effectiveness for 2CommaSales (a sales software solution firm) to increase marketing traffic.• Chief writer and manager of marketing blogs articles to increase website traffic. Show less

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  Monster Government Solutions

  Jun 2011 - Apr 2023

  Manager of Professional Services

  A HR IT consulting firm specializing in HR Recruitment Solutions for U.S. federal and state Agencies.• Manage a team of Sr. Project Managers, each responsible for multimillion-dollar accounts.• Oversee multimillion-dollar IT portfolios for the Department of Homeland Security and Department of the Treasury. Leading an HR IT implementation supporting international locations. The solution includes an API web services platform that will replace multiple existing client systems. • Continuously influence and contribute to pre-award activities, including: requirements discovery, SOW writing, pricing review, and release management coordination. • Awarded the 2016 Monster Worldwide Innovation Award for enacting a new software design and implantation for the state of Washington, which was highly visible to Washington’s Governor Inslee. • Led the Washington project via Agile Scrum (Sr. Project Managers, Business Analysts, Product Owners, Development, QA, Security) including Contracts and Marketing. • Enacted numerous solutions to evolve corporate practices such as JIRA & Confluence designs, project implementation methodologies, competency-based question development, Federal Contracting knowledge, product knowledge library, and establishing a SharePoint structure for the Professional Services department. Show less

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  Intact Technology

  May 2023 - now

  Senior Program Manager