Jamal Wilburg

Jamal.Wilburg@gmail.com
Experienced Professional
Dedicated, motivated, and technically skilled instructional design professional with a versatile administrative support
skill set developed through a combination of military and civilian experience.
Outstanding written and verbal communicator with all levels of staff, management, and executives.
Excel in resolving employer challenges with innovative solutions, systems and process improvements proven to
increase efficiency, customer satisfaction and the business goals.
Experienced with Microsoft Office Suite, Articulate Storyline, Adobe Captivate, and other applications/systems.
Proven ability to manage and supervise multiple projects in an environment that is fast-paced and deadline driven.
Key Skills
Project Management
Staff Development & Training
Needs Analysis
Instructional Systems Design
E-Learning Development
Process Improvement
Assessment & Evaluation
Meeting & Event Planning
Leadership
Experience
GREENWAY HEALTH, Tampa, FL Jan 2013 - Present
Manager, Customer Support
Lead team of 20 second-tier support technicians for Electronic Health Record and Business Intelligence software.
Monitor, maintain, and improve performance in key quality metrics including: customer satisfaction, average speed
of answer, average handle time, average hold time, and case documentation.
Assisted with development and implementation of curriculum for new-hire onboarding. Served as an internal
consultant for Learning & Development team for development of learning objectives and ensuring outcomes
were tied to business needs.
Assisted with business process mapping and process improvement for both internal processes and relationship with
third-party vendor.
Received award from Sales and Marketing staff for contributions made as a customer support manager.
UNITED STATES ARMY RESERVE, Tampa, FL May 2006 - Present
Human Resources Officer
Currently serve as the Senior Human Resources Officer for the 641st Regional Support Group, consisting of over
1200 personnel; responsible for planning, directing, and managing all human resources competencies.
Led more than 300 Soldiers, and Civilians in 1 Combat Service Support (CSS) unit housed in two separate
geographic locations managing equipment valued in excess of $40M as a Transportation Company Commander.
Managed for all postal operations in Regional Commands North, East, Central, and West in Afghanistan providing
services to over 60,000 US personnel as the Military Postal Officer. Supervised the processing and distribution of
over 40 million pounds of mail and $10 million of postal finance services while maintaining flawless
accountability of equipment valued over $1 million and postal stock of over $400,000.

Awarded Bronze Star Medal for Meritorious service during Operation Enduring Freedom.

SENIORBRIDGE, Tampa, FL Feb 2012 Nov 2012
Director of Professional Relations
Responsible for the resourcing, manning, training, and equipping of combat service support units in the Army
Reserve for a Company headquarters in Palatka, Florida and a Detachment in Lakeland Florida.
Lead more than 300 Soldiers, and Civilians in 1 Combat Service Support (CSS) unit housed in two separate
geographic locations managing equipment valued in excess of $40M.

ARCADIA HOMECARE & STAFFING, Tampa, FL Oct 2010 June 2011
Branch Manager
Branch Manager responsible to oversee operations and business development in Hillsborough, Polk, Manatee, and
Highlands Counties.
Implemented and maintained policies and procedures for field personnel and ensuring that all federal state and local
regulations are adhered to.
Increased weekly sales from $8,000 to $24,000 in fewer than 3 months.

COMPREHENSIVE HOME CARE, Tampa, FL Jun 2010 Oct 2010
Community Liaison
Identified and marketed to referral sources, such as physicians, hospitals, long-term care facilities and assisted living
facilities, for home health care, clinical services, telehealth and Part B services.
Prepared and presented presentations of companys various product lines to referral sources.
Served as the companys representative in the community to promote a positive image of the company and to promote
interest in the companys various product lines.
Participated in professional associations and organizations as applicable to enhance knowledge of the home health care
industry and to understand needs of referral sources and patients.
MAXIM HEALTHCARE SERVICES, Tampa, FL Oct 2006 - May 2010
Account Manager
Sold a portfolio of home health services. Produced over $20M in 4 years. Decreased office expenditures 15% by
implementing needed controls on stock/supplies and standardizing ordering procedures.
Maintained a staff of over 200 healthcare professionals through effective and efficient recruiting and retention methods.
Facilitated orientation for new hires in order to ensure preparation and competence for essential job functions.
Coordinated annual in-services and CEU programs for employees in order to keep personnel files in compliance with
laws and accreditation policies.
Increased weekly sales from $30,000 to $60,000 in 6 months.

Education
THE UNIVERSITY OF TAMPA, Tampa, FL
Sports Management, BS May 2006
Instructional Design, MS Dec 2014
Professional Memberships
Association for Talent Development
Phi Kappa Phi Honor Society
Reserve Officers Association
Phi Beta Sigma Fraternity, Inc.