Robert Boucher

Experience

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  US Army

  Apr 1999 - Nov 2013

  •Over 27 successful years of experience in the U.S. Army, with in-depth experience in management and supervision•Supervised and trained up to 25 individuals on a daily basis•Held security clearances as high as Top Secret.•Experienced at developing, implementing, and evaluating personnel training. •Awarded the Bronze Star Medal for exceptionally meritorious service during a combat deployment to Iraq in 2003.•Promoted 6 times and recognized on 27 occasions for professional performance, technical expertise, and mission accomplishments. Show less Served as the primary American military advisor to the Royal Saudi Air Defense Forces Institute. Successfully developed and maintained relevant education and training to over 75 Saudi Officers with a 95% first time pass rate. Provided classroom and hands-on training in accordance with approved curriculum. Administered certification testing in a controlled environment. An exceptional steward of funds, ensured accountability and maintenance of organizational equipment valued in excess of $100,000.00.• Awarded 2nd Army Meritorious Service Medal. Show less Excelled as a senior supervisor, resulting in flawless execution of three deployments to Qatar, Kuwait, and Iraq in support of Operation Enduring Freedom and Operation Iraqi Freedom. Emphasized safety, accountability and maintenance for over 25 million dollars of vehicles and system equipment. Actively supervised personnel and equipment through rail, air, sea and convoy operations in a combat environment. Strongly emphasized personnel and equipment safety resulting in zero accidents.Awarded the Bronze Star and the Army Achievement Medal Show less

  • Senior Non-Commissioned Officer

    Oct 1987 - Nov 2013

  • Training and Systems Evaluation Supervisor

    Jul 2010 - Jul 2012

  • Platoon Sergeant

    Apr 1999 - Jun 2004
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  University of Illinois at Urbana-Champaign

  Dec 2006 - Jul 2010

  Senior Military Science Instructor

  Senior manager of training department of over 100 students and support staff. Effectively advised the Professor of Military Science on all matters of individual and physical training, morale and discipline. Completed monthly and quarterly Cadet performance review reports. Developed a care coaching model, focused on identifying root cause, and applying appropriate corrective training. Coordinated and resourced all training activities, to include materials, lodging and sustenance. Instructed first and second year Military Science courses and administered testing in accordance with approved curriculum. Trained, counseled and coached students on numerous tasks including leadership, ethics and values. Directly oversaw an operating budget of over $350, 000.00 with no discrepancies. • Received the Army Meritorious Service medal Show less

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  Serco

  Sept 2013 - Feb 2018

  Lead POC for up to 22 Task Supervisors, and over 450 personnel, in a fast paced, call center environment. Through use of a networked Dynamic Work Assignment tool, assigned daily task priorities to four different facilities, in four different states, based on production needs and site capabilities. Ensured quality and productivity standards were maintained while meeting contract deadlines. Developed and implemented a strict performance management program, based on root cause analysis and SMART planning. Demonstrated attention to detail and troubleshooting ability, by quickly identifying operational problems and taking immediate, and appropriate, corrective action. Participated in long-range planning, analysis, and program design. Evaluated performance of staff in terms of actual and planned yearly objectives. Reviewed work for quality assurance and applied specific guidance to minimize or alleviate processing errors. Provided direction, coaching and disciplinary actions when required. Effectively managed timekeeping procedures to ensure fiscal responsibility for the site.• Awarded the “Making a Difference” Leadership Award. Show less Played a key role in a wide variety of tasks during the start-up phase Serco’s CMS Eligibility Support Program in. Involved in every aspect from inventory and preparation of the facility to interviewing and hiring over 800 employees. Coordinated with Workforce Management and Human Resources for long range planning and to ensure appropriate staffing. Collaborated with other Supervisors to insure service delivery excellence throughout the organization. Provided regular reports on process improvement, productivity, and quality to senior management. Provided staff performance improvement plans and periodic reviews. Actively involved with developing standard operating procedures to ensure proper processing guidance was communicated effectively to all functional areas. Served as the Emergency Response coordinator, developed safety program and ensured OSHA compliance to provide a safe work place for all employees.• Awarded the Leadership Spotlight Award. Show less

  • Deputy Site Manager

    Nov 2014 - Feb 2018

  • Task Supervisor

    Sept 2013 - Nov 2014
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  Spectrum

  Feb 2018 - now

  Operations Manager