Terry Giles, CEAP, SAP

6 Newcomb Place * White Plains, New York 10606 * 914.860.6570

* www.BakosGroup.com/resumes/tgiles.pdf * tg1a4129@westpost.net
SENIOR ACCOUNT / PROGRAM MANAGEMENT PROFESSIONAL
Strategic Planning * Prospecting * Needs Analysis * Presenting * Negotiating & C
losing * Key Account Management * Cost Reduction * Troubleshooting * Compliance
* Operations Management * P&L * Staff Development & Training * Customer Service
* Organization Effectiveness
Creative, analytical, and driven professional offering an exceptional background
consistently achieving profitability goals and offering exceptional service del
ivery to maintain high level of client satisfaction and loyalty. Hands-on manage
r with record of promoting and achieving excellence. Proficient training profess
ional who is passionate about enhancing learner's skills and knowledge. A highly
experienced counselor able to identify client needs and formulate treatment str
ategies and approaches to facilitate short and long-term improvement. Certified
Employee Assistance Professional (CEAP) for past 25 years.
CAREER TRACK
CEO / PRESIDENT Since 2008
INTERACTIONS TRAINING AND CONSULTING New York, New York
Provides a range of consultative services and extensive training to individuals/
organization leaders seeking to manage strategic change, cultural transitions, p
rovide employee development and enhance the work environment.
ACCOUNT EXECUTIVE 2007-2009
CORPORATE FAMILY NETWORK New York, New York
Responsible for identifying prospective clients, analyzing needs, and presenting
appropriate performance and productivity solutions to help employee succeed per
sonally and in the workplace. Utilized cold calling, referrals, and targeted dat
abase, and other methodologies to consistently achieve new business revenue goal
s. In addition, fully and effectively managed existing client base.
* Led efforts planning and coordinating promotional activities to maximize viabi
lity of EAP services to intended audiences, and to stress importance of services
to personal and organizational wellbeing.
* Authored and presented quarterly and annual utilization reports to senior clie
nt decision makers to illustrate ROI for services rendered and to facilitate con
tinued business relationships.
* Performed organizational assessments to determine appropriate EAP strategies a
nd services required for individual employees.
* Designed, executed and supported training sessions, seminars and webinars on s
pecific topics that included financial challenges, workplace conflicts, job rela
ted performance improvement strategies, stress, and substance abuse issues. Perf
ormance evaluations consistently rated as excellent.

MANAGER, CORPORATE ACCOUNTS 2005 - 2007

EAP Systems Cincinnati, Ohio
Prospected, presented, and sold EAP services in assigned territory, and proactiv
ely and effectively managed key accounts. Managed accounts, ensuring total satis
faction with clients to achieve a 98% retention rate on all accounts.
* Collaborated closely with clients to identify, analyze, and develop solutions
for issues that included staff reductions and performance improvements. Efforts
reduced turnover rates and increased workplace satisfaction.
* Additional accomplishments include designing, developing, marketing, and leadi
ng or organizing seminars, consultations, and workplace services resulting in a
15% increase in annual revenues per year.

DIRECTOR, EAP 2005 CENTERS FOR DISEASE CONTROL (CDC) Atlanta, Georgia
Collaborated with upper management and key personnel designing, developing, impl
ementing, and managing EAP program for this agency with 6,000 employees and fami
ly members. Determined issues facing personnel through close communication with
management and various departments, and oversaw creation of EAP services to faci
litate employee wellbeing.
* Designed, developed, and spearheaded a highly successful multimedia education
campaign across the agency, with focus on end of life issues aligned to agency p
riorities.
* Provided training and coaching to optimize EAP staff effectiveness. Efforts in
creased individual and group performance evaluations.
* Devised strategies to enhance visibility of EAP program, and increased employe
e utilization by 10%.
* Assigned to advise high-level client employees regarding personal and professi
onal performance challenges to generate higher job proficiency and client satisf
action.
REGIONAL MANAGER, EAP 2001 - 2005
DELTA AIRLINES Atlanta, Georgia
Proactively determined and developed EAP services for a large employee base with
a variety of personal needs.
* Established and managed a satellite EAP office within the Aviation Operations
Center. Trained and supervised volunteers for the substance abuse sponsorship pr
ogram, and implemented a range of programs to assist clients in making healthy l
ife choices for personal enrichment and professional excellence.
* Grew utilization of services by 10% with subsequent improvement in employee pr
oductivity and satisfaction.
* Restructured existing substance abuse program. As a result, increased voluntar
y enrollment in program and improved recovery rates by 15%.
* Overall, helped provide services to 3,500 employees in the Atlanta region, inc
luding supervisory training, orientation, management consultations, critical inc
ident stress debriefings, and seminars addressing various workplace and performa
nce issues.
* Provided expertise to senior HR personnel in the development and execution of
substance abuse policies and programs.
OPERATIONS MANAGER, EAP 1987 - 2001
MIAMI VALLEY HOSPITAL / UPPER VALLEY MEDICAL CENTER Dayton, Ohio
Directed the development of an EAP program for MVH to generate additional revenu
e and meet growing client needs. Developed strategies to market and promote serv
ices, with focus on corporate and industrial clients. Advised and counseled HR e
xecutives and managers with a wide range of personal and professional needs. Org
anizations documented lower employee turnover and higher job performance due to
the prowess and strategic intervention of workplace expert.
* Due to efforts, increased number of accounts for MVH by 30% and improved sales
revenue by 35%.
* For UVMC, directed office personnel and program consultants. Developed and man
aged annual budget, and led efforts marketing EAP services. Efforts increased re
venues by 35%, and increased new accounts by 25%. Secured a 20% growth rate in e
mployee access to programs within 2 years.

LEARNING CREDENTIALS
MASTER OF DIVINITY (M.DIV.), ADMINISTRATION/COUNSELING
Andrews University, Berrien Springs, Michigan
BACHELOR OF ARTS, BEHAVIORAL SCIENCES / THEOLOGY
Oakwood College, Huntsville, Alabama
CERTIFICATIONS & LICENSES
Certified Employee Assistance Professional (CEAP)
Substance Abuse Professional (SAP)
Certified Fred Pryor Trainer
National Seminars Trainer Certification (Pending)