Zenas Dowdell, MPA

Experience

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  Airport Retail Management

  May 2009 - Jun 2010

  Store Manager

  • Managed the day-to-day operations of the store, its employees, and assets• Interviewed potential staff, conducted employee performance reviews, and organized training and personal development for team members• Assisted in negotiations with vendors for products and services• Resolved problems with product delivery and amended product orders in-line with company policies and customer satisfaction goals • Participated in business and strategic planning meetings to ensure the profitability and growth of the storeKey Accomplishments • Created an in-store program to increase customer satisfaction through employee development which yielded an average customer service score increase of 10% over previous months • Increased total revenue over previous year by 13% through improved customer service and focused in-store product marketing Show less

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  DeKalb County Government

  Nov 2010 - Jan 2012

  Center Director

  Developed and monitored the center's annual budget; tracked expenses and revenue generated by the facility. Tracked attendance figures; and administered payroll and HR issues for the center. Monitored contractor's performance to include cost and customer service for community programs like adult education, arts and crafts, basketball, and afterschool programs throughout the term of agreements. Ensured customer service standards and facility aesthetics were maintained at a high level through customer surveys, employee training, and enhanced facility maintenance. Created a fundraising campaign that resulted in 15 all-expense-paid summer camp slots for local disadvantaged youth. Increased facility overall usage by 20% by adjusting facility operations hours and scheduled programs. Show less

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  Kendrick Law Practice, LLC (Georgia business attorneys)

  Aug 2011 - Aug 2013

  Manger of Customer Relations

  Managed customer accounts and created deliverables when addressing and resolving customer issues. Created and retained customer loyalty and preference by establishing a rapport with the customer through CRM tools. Monitored programs and initiatives through performance metric reports. Provided technical training for organizational programs not related to law. Identified areas of improvement in the firm and served in an advisory role to create and implement solutions for issues the firm faced. Administered conversion of customer information from on-site documents to cloud base system which allowed employees remote access to customer records across multiple devices and operating systems. Show less

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  DeKalb County Public Schools

  Aug 2013 - Aug 2015

  Physical Science Teacher,Girls Head Baskeball Coach

  Taught five physical science and two technology classes with an average class size of 30 students daily, ranging from special education to high achievers. Administered standardized tests for the team; developed weekly team goals and supplementary materials for student instruction, and participated in district-level curriculum programs. Educated students with multiple modalities by integrating and synthesizing appropriate education methods in line with federal and state curriculum standards. Served as Girls’ Head Basketball Coach with a two-year record of 32-8 and the school’s first playoff berth in six years. Ranked in the top 20% of teachers in Georgia for student growth and achievement in 2015. Show less

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  U.S. Department of the Interior

  May 2015 - May 2016

  Pathways Program Technician

  Presented both written and oral operational research to regional NPS Managers and facilitated EKIP program implementation at C&O Canal NHP. Created, monitored, and audited education and training programs for internal and external customers. Used quantitative and qualitative analysis to determine the program’s success or failure. Performed advisory and technical support for educational programs administered in Chesapeake and Ohio Canal NHP. Increased public program offerings by 20% for multiple education programs with conflicting schedules by creating a method which streamlined public program requests and program fees into a single channel for processing. Served on a team that significantly reduced the number of major accidents in the park through a public awareness campaign that focused on educating visitors on risky and dangerous activities. Show less

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  GA House District 93

  Aug 2016 - Aug 2018

  Constituent Services Manager

  Served as one of State Representative Kendrick’s primary representatives to address the needs of constituents seeking services and resolution from various government agencies. Coordinated effective and timely response to individual constituent inquiries, concerns and requests for assistance (in person, via phone, email, and mail) within assigned issue areas. Handled scheduling, calendar, agenda, and issue management for the 93rd District. Conducted follow-up with relevant agencies to track progress and ensure resolution on all requests, providing thorough oversight from initial contact to final case closing. Prepared and conducted related training for, and with District residents, local leaders, and stakeholders. Created an internal process that streamlined the time between receiving and responding to constituents inquiries which lead to a 31% increase in the number of residents served Show less

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  GSA

  Oct 2020 - now

  Program Analyst

  Manage the scope and foundation of agency administrative and program activities; agency missions, policies, and objectives; and management principles and processes to serve as an analyst to management on the evaluation of the effectiveness and efficiency of government programs. Utilizes qualitative and quantitative analytical techniques to research and gather narrative and/or statistical information and applicable work methods and procedures to meet deadlines and carry out the successive steps in factfinding each phase of assigned work/projects. Applies analytical and evaluative techniques to the identification, consideration, and resolution of issues or problems of a procedural or factual nature. Conducts studies of statistical, descriptive, or evaluative information, materials, and data, to choose, interpret or adapt available guidelines to specific issues or subjects studied. Conducts studies of statistical, descriptive, or evaluative information, materials, and data, to choose, interpret or adapt available guidelines to specific issues or subjects studied. Assisting in preparing and delivering briefings to management and/or senior staff employee(s) on study findings and recommendations Show less