Executive Administrator

and

Talent Management Professional

PROFESSIONAL EXPERIENCE

Executive Director                        April 2015 – November 2017

Alexian Brothers Senior Ministries (Chattanooga, TN)   

TN Assisted Living Administrator #3018

Responsible for The Alexian Grove, a 46-apartment independent living community located on 115 wooded acres in Lookout Valley, TN.  Responsible for operations, P&L / budget, property and facility management, disaster recovery, personnel, payroll, personal marketing, sales, resident relations and resident satisfaction.



Sales Consultant, Member Relations         May 2014 – July 2015

Alexian Brothers Senior Ministries (Chattanooga, TN)

Sales for the “Live At Home” Program, an award-winning, innovative program delivering home care services as part of the continuum of senior care services provided by the Alexian Brothers Senior Ministries. Enrolled more memberships (12) than had been enrolled in the past several years combined

Consultant / Coach / SME                       June 2013 – June 2014

BenCairns.Com, (Chattanooga, TN)

Contract consulting, publish articles (HR & Employee Development), contract business writing & editing (CG&CC, Saint Joseph's Abbey/Benedictine Order), guest lecturing (UTC), outplacement coaching and support (Shaw), quality program consulting (HomeServe, USA).  



Vice-President, Organizational Development        2008-2013

SupportSeven, LLC (Chattanooga, TN.) & Eclipse In Action, Ltda. (San Jose, Costa Rica)

Contract customer support for Barnes & NOble, AT&T, CPS Loans, Bankers Fidelity, The Gallup Organization, The Teen Crisis HopeLine, and others.

• Responsible for Training, Quality Assurance and Documentation Management Departments.
• Implemented new quality program, improved outcomes, achieving “World Class Quality”.
• Senior System Administrator for all call recording (including three system implementations).
• Designed and implemented new-hire selection processes that reduced turnover by more than 60%.
• Changed new-hire training that improved trainee performance between 12 to 16% per class.
• Redesigned and implemented all-new quality processes that significantly contributed to changing the culture from “production” to “great customer service”.  A Barnes & Noble senior executive evaluated it as “World Class”.
• System Administrator for call recording solution.  Led team through three implementations, going from local server-based to cloud-based that enabled remote agents.
• Introduced competency-based Talent Management practices for employee selection, performance management, succession preparation, cross-training, retention, and organizational improvement.
• Inspired trainers to be creative with effective instructional design and development that incorporated state-of-the-art instructional technologies, “ADDIE”, "SAM", adult learning fundamentals, multiple types of evaluation, behavioral reinforcements, and continuous process improvement. 
• The combination of competency-based screening, an updated hiring process,  changes in training, a robust quality assurance program, and internal career options resulted in slightly more than 60% reduction in Customer Service Representative turnover.

Director of Human Capital Development              2007-2008

Jensen Hughes Academy (formerly dba Next Knowledge, LLC, Chattanooga, TN)   We customized Learning Management Systems and created and hosted online national fire and safety standards courses for National Fire Protection Association, American Fire Alarm Association, Cricket Communications, Diebold, and Swiss Reinsurance / XL-GAPS Insurance. 

• Led major project to earn organizational acreditation by the International Association for Continuing Education and Training (IACET/ANSI) so that online learners could receive U.S. and internationally accredited Continuing Education Units (CEUs) for taking NK courses.
• Defined and aligned internal project management and quality assurance processes. 
• Created career pathway mapping that incorporated individualized development plans, instruction, and experiential resources (Talent Management Matirix).
• Project management coordinator for company projects and major deliverables.

Coach / Training Developer / Subject Matter Expert / Speaker                                                            2004-2007

www.BenCairns.Com, Chattanooga, TN.  Corporate training,  career coaching, writing and training development.  Clients included First Tennessee Bank, Heil Environmental, Chattanooga State technical Community College, Chattanooga Regional CHamber of Commerce, Chattanooga Golf & Country Club, Chattanooga Laser Cutting, Redpoint, and others.

• Management and Career Coaching - as with everything, always targeted to specific, measurable outcomes.
• Created and facilitated group training.  Popular topics included: Networking, Effective Communication, “DiSC” Behavior Styles, Time Management, Meetings, Business Writing.
• Contract Writer/Training Developer of online courses for Chattanooga State Community College HR courses, including Hiring, Perfomance Management, Termination, Customer Service, Networking.
• Public Speaking.
• Wrote and edited articles & newsletters, executive and board letters, and marketing collateral.

Senior Communication Coach                              1998-2004

TLC, Talk Listen Communicate, LLC, Chattanooga, TN. Corporate training company with national and international clients including Coca-Cola Enterprises, Invesco/Amvescap Retirement, TenCate Nicolon, Medquist, Chattanooga Chamber, Komatsu, TVA, & TVPPA.

• Coached managers and executives to achieving required and desired outcomes.
• Group Training Facilitator.
• Key Account Management on Coca-Cola Enterprises and Komatsu accounts.
• Sold, customized and delivered year-long leadership workshops and shorter programs.
• Improved training processes, programs, instructional design, instructional methods, and materials.
• Mediated high-value conflict resolutions between executives and between managers.
• "Chief Creative Officer" for new training modules, workshops, behavioral reinforcements, services, processes, and product lines. 

Community Developer                                       1997-1998

Baroness Foundation, Chattanooga, TN.  Chattanooga community health issues foundation.

• Promoted innovative collaboration between diverse community service agencies. Grant writing.

Preventive Medicine Manager                            1996-1997

The Galen Medical Group, Chattanooga, TN.  A large multispecialty medical & surgical practice group with regional clinics and teaching and hospital affiliations.

• Created and implemented a comprehensive wellness program for GMG’s 365 employees.
• Created and disseminated patient education materials for Disease Management.
• Increased new and existing patient medical visits with wellness education & incentives.

Clerkship Coordinator                                        1994-1995

Mercer University School of Medicine, Department of Family Medicine, Macon, GA.  Year-round schedule (July 1 to June 30)

• Coordinated class schedules, instructors, lodging, logistics, and record-keeping for 8-week junior medical student at six sites.
• Organized and handled logistics for statewide annual conference.

Adjunct Instructor                                             1993-1995

Mercer University, Department of Speech and Theater, Macon, GA. Private Liberal Arts University.

• Taught 2 - 3 Public Speaking classes each quarter. 
• Substitute teaching for other communication classes.  

Graduate Teaching Instructor                              1992-1993

University of Georgia, Athens, GA.  

• Taught undergraduate courses in Interpersonal Communication and Public Speaking. 
• Research Assistant.

Vocational Rehabilitation Case Manager               1989-1991

Lashley Rehabilitation Services, Macon, GA. Workers compensation case management firm.

• Vocational evaluation and analysis of residual work capacity for worker’s compensation cases.
• Vocational and medical case management.  Certified Disability Management Specialist # 0156.  Also certified as a vocational rehabilitation case worker by the Georgia State Board of Workers Compensation.
• Job Analysis, Labor Market Analysis and Job Placement.

Vocational Rehabilitation Consultant                  1985-1989

Jennifer Palmer & Company, New Orleans, LA.   Forensic workers compensation and personal injury.

• Vocational evaluation included testing adminstration, scoring, interpretation.  Test batteries included VDARE, GATB, WAIS-R, Slosson, Henmon Nelson, WRAT, SCII, and more.
• VDARE vocational analysis of residual work capacity for worker’s compensation cases.
• Job Analysis. 
• Labor Market Analysis. 
• Job Placement.
• Expert Testimony.
• Report Writing.

EDUCATION

Master of Arts, Speech Communication

University of Georgia at Athens                                   

• Research Thesis: Communication of Information and Adaptation to Disability.

Bachelor of Arts, Psychology

University of Tennessee at Knoxville                             

Contact ben

(423) 504-3189

Ben@bencairns.com