Experience
efour Professional Services   April 2003 - Present
Frankenmuth Covenant Glen ALC, LLC dba Covenant Glen of Frankenmuth   April 2014 - July 2014
Siler Precision Machine, Inc.   September 2012 - September 2013
Do-All Inc   August 2010 - September 2012
APAC Customer Services   July 2000 - April 2003
APAC Customer Services   February 1998 - July 2000

Skills
Requirements Analysis, Call Center, Workforce Management, Forecasting, Human Capital Retention..., Strategic Analysis, Executive Coaching, Budgets, Operating Expenses, Annual Planning, Call Centers, Analysis, Performance Management, Outsourcing, Training, Leadership, Strategic Planning, Team Building, Operations Management, Customer Satisfaction, Business Strategy, Project Management, Human Resources, Management, UPS Shipping, Coaching, Talent Management, Industrial Safety, Leadership Development, Strategy, CRM, Project Planning, Nonprofits, Customer Service, New Business Development, Marketing, Business Process..., Change Management, Contract Negotiation, Executive Management, Employee Training, Organizational..., Fundraising, Vendor Management, Customer Experience, Event Planning, Employee Relations, Workshop Facilitation, Team Leadership, Management Consulting

Education
University of Phoenix   2010 — 2011
AAHCA, Health Administration, 4.0

Michigan Advanced Employment Connecting People   2010 — 2010
Certificate, MIAPSE ETS

Denver Technical College   1990 — 1992
Associates, Business Management/Marketing

John Glenn High School   1976 — 1980
Diploma, College Prep

Experience
Mural  March 2015 - Present
AFNI  May 2014 - Present
Intuit  April 2014 - May 2014
Citi  November 2011 - April 2014
APAC Customer Services   May 2011 - November 2011
US Navy  2006 - 2010
TeleTech  2004 - 2006

Skills
SQL, Training, Technical Support, Java, Troubleshooting, Visual Basic, Java programming, Management, Access, Software Documentation, Databases, Microsoft Windows XP,..., Mac OS Leopard 10.5, Snow Leopard 10.6, Lion 10. 7, Mountain Lion 10.8, Microsoft Office Suite, WIFI LAN, NET C#, VB.NET, Microsoft Project, POS registers, QuickBooks, Microsoft Office, MS Project, C#

Education
University of Phoenix   2015 — 2016
Master of Business Administration (M.B.A.), Business

University of Phoenix   2011 — 2014
Bachelor's of Science, Computer Software Engineering, 3.07

University of Phoenix
Bachelor of Science (B.S.), Computer Software Engineering

Experience
Optum under UHC once Catamaran via Aerotek   October 2014 - Present
Ira Aldridge Theatre Group   August 2010 - Present
Realsoft/Xerox/Nevada Health Link   April 2014 - June 2014
APAC Customer Services   March 2013 - January 2014
Nannies and Housekeepers USA   August 2011 - December 2012
Contemporary Services Corporation  June 2011 - September 2012
UNLV/CSUN Preschool  January 2008 - July 2009
Motor City Casino  June 2000 - June 2001

Skills
Microsft Word programs, Non-profits, Public Speaking, Fundraising, Theatre, Grant Writing, Performing Arts, Teaching, Acting, Community Outreach, Volunteer Management, Customer Service, Entertainment, Stage, Production Managment, Film, Television, Data Entry, Microsoft Excel, Critical Thinking, Time Management, Voice Acting, Voice Over, Drama, Outlook, Singing, Public Relations, Event Management, Social Networking, Commercials, Film Production, Music, Event Planning

Education
University of Nevada-Las Vegas   2015 — 2018
Health Administration

UNLV   2007 — 2010
Bachelor of Fine Arts, Performance, 3.16

Experience
Crescendo Leadership Development LLC   August 2013 - Present
Van Meter Industrial  February 2009 - July 2013
Yellow Book USA  June 2006 - January 2009
GE  June 1999 - June 2006
APAC Customer Services   May 1992 - June 1999

Skills
Leadership, Customer Satisfaction, Leadership Development, Coaching, Organizational..., Performance Management, Employee Relations, Team Building, Change Management, Process Improvement, Public Speaking, Talent Management, Training, Strategic Planning, Team Leadership, Human Resources, Recruiting, Staff Development, Employee Engagement, Personal Development, Management, Customer Service, Executive Coaching, Employee Training, Interviews, Training Delivery, Strategy, Management Development, Workshop Facilitation, Organizational..., Culture Change, Succession Planning, Onboarding, Career Development, Real Colors Personality..., Performance Improvement, Needs Analysis, Career Counseling, Call Centers, Budgets, Workforce Planning, Learning Management, MBTI, Personnel Management, Performance Consulting, Executive Development, Emotional Intelligence, Organizational Learning, Sales, Consulting

Education
University of Phoenix   2003 — 2006
BS, Business Management

Experience
Allegra Print & Imaging, 22nd & Park, Tucson, AZ   January 2012 - Present
City of Tucson  2012 - 2013
APAC Customer Services   2001 - 2006

Skills
Accounts Payable, Accounts Receivable, General Ledger, Account Reconciliation, Accounting, QuickBooks, Financial Reporting, Journal Entries, Payroll, Invoicing, Bookkeeping, Bank Reconciliation

Education
University of Phoenix   2005 — 2007
Bachelor of Applied Science (BASc), Criminal Justice/Law Enforcement Administration

Experience
Evergreen Industrial Services  April 2014 - Present
Spherion  May 2013 - Present
Spherion  April 2013 - April 2014
Spherion  2013 - 2013
Legacy Home Health  May 2010 - November 2011
APAC Customer Services   May 2003 - November 2006
First Data Corporation  December 2000 - April 2003

Skills
Microsoft Office, Microsoft Excel, Microsoft Word, Customer Service, PowerPoint, English, Windows, Research, Outlook, Teaching, Photoshop, Public Speaking, HTML, Strategic Planning, Budgets, Employee Relations, Temporary Placement, Recruiting, Management, Personnel Management, New Hire Orientations, Leadership, Employee Benefits, Human Resources, Hiring, Policy, FMLA, Job Descriptions, Sales, Compensation & Benefit, Compensation & Benefits

Education
University of Phoenix   2010 — 2011

Texas A & M Corpus Christi, Texas   2000 — 2002

Experience
Between Naples, FL and Hoffman Estates, IL.   2015 - Present
VITAS Innovative Hospice Care  2012 - 2012
Hallmark Services Corporation  2010 - 2011
Comcast Cable  2003 - 2009
APAC Customer Services   2001 - 2002
Best Western International Hotels   1998 - 2001
Database Research Group   1995 - 1998
Self Employed  1992 - 1995
Embassy Suites Hotels  1990 - 1992
Braniff Airlines  1988 - 1990

Skills
Call Center, Workforce Management, Customer Satisfaction, Management, Operations Management, Vendor Management, Process Improvement, Customer Service, Team Building, Leadership, Budget, Metrics, Budgets, Outsourcing, Forecasting, Telecommunications, Call Centers, Training, Coaching, CRM, Sales, Recruiting, Customer Retention, Project Planning, Team Leadership, Change Management, Strategic Planning, Lead Generation, Customer Experience, Human Resources, Performance Management, Time Management, Account Management, Marketing, Business Process..., Strategy, Contact Centers, Sales Operations, Service Delivery, Call Center Development, Team Management, Executive Management, Business Analysis, BPO, Sales Management, Quality Assurance, Employee Training, Cross-functional Team..., Inbound Marketing

Education
University of Notre Dame - Mendoza College of Business
BBA, Finance

Experience
Logistics Health Incorporated  October 2014 - Present
APAC Customer Services   March 2014 - October 2014
Mayo Clinic  May 2011 - July 2013
Installation Materiel Maintenance Activity   May 2009 - June 2010
United States Marine Corps  February 2004 - February 2009
Gundersen Lutheran  March 2001 - January 2004

Skills
Critical Thinking, Cpr Certified, Research, Public Speaking, Microsoft Office, Microsoft Excel, PowerPoint, Microsoft Word, Customer Service, Social Media, Teamwork, English, SPSS, Creative Writing, Journal Style Report, Pipetting, Good Laboratory Practice, Serial Dilutions, SDS-PAGE and Agarose..., PCR, RE Digest/Ligation, Southern/Western Blot, Plasmid Prep, Aseptic Technique, Bacterial Culture, Bacterial Transformation, Protein Assays, Centrifugation, Spectrophotometry, Protein Purification, Column Chromatography, Animal Models, Intragastric Intubation, DNA extraction, DNA methylation, Leadership, Time Management, Healthcare, Training, Troubleshooting

Education
Viterbo University   2010 — 2013
Bachelor of Science (B.S.), Biopsychology, 3.44 Cumulative

University of Minnesota-Twin Cities   1997 — 1999

Experience
Southwest Gas Corporation  March 2015 - Present
Saks Fifth Avenue  July 2013 - Present
APAC Customer Services   August 2012 - September 2013
Verizon Wireless  January 2008 - June 2012
The Ritz Carlton  August 2006 - January 2008
SBC Ameritech  May 2001 - November 2005

Skills
Type 50 Wpm,..., Call Centers, Analysis, Customer Satisfaction, Customer Service, Sales, Team Building, Training, Troubleshooting, Customer Retention, Employee Training

Education
University of Phoenix   2014 — 2018
Bachelor's in Science and Human Resources

John Glenn High School   1995 — 1998
General Studies, Regular/General High School/Secondary Diploma Program

Experience
City of Goldsboro  September 2014 - Present
Piedmont Community Church  January 2010 - September 2014
APAC Customer Services   2012 - 2013
Accessible Languages   July 2009 - October 2010
InfoNXX  September 2007 - September 2008

Skills
Interpreting, Typing, Data Entry, Coping, Collating, Mail Sorting, Microsoft Word, Wordperfect, PowerPoint, Customer Service, Call Centers, Clerical Work, Receptionist Duties, Telephone Skills, American Sign Language

Education
University of North Carolina at Greensboro   2002 — 2009
Bachelor of Science (BS), Education/Teaching of Individuals with Hearing Impairments Including Deafness

Eastern Alamance High   1986 — 1990
Diploma, General

Experience
Center for Rural Affairs  September 2014 - Present
Nebraska Department of Health & Human Services  February 2013 - August 2014
Marketing & Social Media Consultant   May 2009 - February 2013
Qwest  June 2003 - March 2008
Timberline Total Solutions  April 2001 - August 2002
APAC Customer Services   October 1999 - January 2001
ITI Marketing  October 1997 - April 1999

Skills
Social Media Marketing, Creative Writer, Local Politics, Strategic Communications, Creative Arts, Community Engagement, MOM, Social Media, Public Relations, Online Marketing, Research, Blogging, Marketing, Local Government, Newsletters, Social Networking, Creative Writing, Event Management, Coaching, Leadership, E-commerce, Sales, Training, Marketing Strategy

Education
Institute of Integrative Nutrition   2012 — 2013
Certified Health Coach, Holistic Health

University of Nebraska at Omaha   1998 — 2003
BA, International Studies

Experience
APAC Customer Services   October 2010 - Present
Flextronics  February 2009 - March 2010
Clearwire  February 2007 - May 2008

Education
University of Nevada-Las Vegas   1994 — 1997
bachelor of science, clinical laboratory sciences

Experience
APAC Customer Services   2012 - 2012
Coach America  2009 - 2011
Greyhound Lines Inc.  1997 - 2009
Rose Hills Memorial Park  1997 - 1997

Skills
Call Center, Sales Management, Operations Management, Training, Call Centers, Management, Sales, Leadership, Transportation, Time Management, Program Management, Human Resources, Quality Assurance, Team Building, Team Leadership, Business Process, Vendor Management, CRM, Finance, Project Management, Forecasting, Process Improvement, Account Management, Direct Response, Client Service Oriented

Education
University of Phoenix   2006 — 2011
Bachelor's, Business Management

Willow High School
Diploma

Experience
Tribridge  June 2015 - Present
Advantage Sales and Marketing  October 2007 - March 2015
APAC Customer Services   June 2007 - October 2007

Skills
Computer Hardware, Computer Repair, Computer Hardware..., Desktop Computers, Computer Information..., Microsoft Office, COBOL, Cloud Computing, Troubleshooting

Education
University of South Florida   2014 — 2016
Bachelor's Degree, Management Information Systems

Hillsborough Community College   2012 — 2014
Associate of Arts (AA), Computer Information Systems, GPA 3.94

Armwood High School   2004 — 2007
High School Diploma

Experience
Google  April 2012 - Present
TxVia  January 2012 - April 2012
Fidelity National Information Services  August 2004 - January 2012
Fidelity National Information Services  August 2004 - November 2005
APAC Customer Services   October 2000 - August 2004
Reuters  2003 - 2004
APAC Customer Services   2000 - 2004
Commercial and Association Marketing   January 1999 - September 2000
Alamo Rent A Car  1999 - 2000
ANC/Alamo Rent a Car/National Car Rental   1998 - 2000

Skills
Customer Relations, New Business Development, Strategy Development, Product Development, Strategic Planning, Account Management, Marketing Strategy, Marketing Research, Product Marketing, Customer Loyalty, Partner Relationship..., Call Center Development, Project Planning, Payments, Strategy, Customer Service, B2B, Product Management, Cross-functional Team..., Business Development, Vendor Management, Sales Management, Lead Generation, Sales Operations, Management, Leadership, CRM, Program Management, Business Strategy, Mobile Devices, Sales, Forecasting, Team Leadership, Market Research, Team Management, Marketing, Integrated Marketing, Operations Management, Project Management, Training

Education
University of Missouri-Columbia   1987 — 1992
BSBA - Double Major in Business, BS Marketing and BA Economics

University of Missouri-Columbia   1987 — 1992
B.S; BSBA, Business Administration; BSBA Marketing; Economics

Experience
APAC Customer Services   March 2011 - Present

Education
University of Phoenix   2006 — 2010
BS, Business Management

Experience
Apria Healthcare  January 2014 - Present
APAC Customer Services   March 2013 - January 2014
Sykes  October 2010 - August 2012
StarTek, Inc.   May 2007 - November 2010
ACS Livebridge   October 2004 - April 2007
TeleTech  November 1999 - February 2002
Sprint Telecommunications  July 1997 - November 1999

Skills
Contract Negotiation, Call Center, Quality Assurance, CRM, Process Improvement, Operations Management, Outsourcing, Management Development, Cross-functional Team..., Workforce Management, BPO, Call Centers, Management, Vendor Management, Training, Leadership, Inbound Marketing, Program Management, Employee Engagement, Performance Management, Employee Relations, Coaching, Customer Satisfaction, Customer Experience, Lead Generation, Customer Service, Telecommunications, Account Management, Sales Operations, Sales, Business Process, Customer Retention, Strategic Planning, Contact Centers, Software Documentation, Team Management, Call Center Development, Offshoring, Executive Management, Recruiting

Education
University of Oklahoma

Experience
UnitedHealth Group  April 2015 - Present
APAC Customer Services   August 2014 - April 2015
Food Lion  September 2013 - October 2014
Thomasville High School  January 2014 - April 2014
Mount Zion Baptist Church- Summer Enrichment Program   June 2013 - August 2013
The Hair Factory   July 2008 - August 2008
Elms College  July 2008 - August 2008

Skills
Microsoft Office, Microsoft Excel, Microsoft Word, PowerPoint, Customer Service, Research, Social Media, Teamwork, Public Speaking, Java, HTML, English

Education
University of North Carolina at Greensboro   2011 — 2014
Bachelor of Science, Public Health/Community Health Education

Experience
OfficeTeam  September 2014 - Present
APAC Customer Services   September 2011 - September 2013
ACE Cash Express  November 2008 - March 2011
SunTrust Bank  September 2001 - August 2007
CIBC  January 1996 - October 2000

Skills
Human Resources, Employee Relations, Open Enrollment, Deferred Compensation, Employee Benefits, Personnel Management, Interviews, Conflict Resolution, New Hire Orientations, Staff Development, Onboarding, FMLA, Recruiting, Benefits Administration, HRIS, HR Policies, Employee Engagement

Education
University of Phoenix   2010 — 2012
Associate of Arts and Science (AAS), Human Resources Management and Services

Experience
Metropolitan Community College  August 2008 - Present
Metropolitan Community College  August 2008 - Present
The Omaha Star, Inc.   February 2008 - May 2010
Sodexho  May 2004 - June 2005
APAC Customer Services   March 2001 - May 2002

Skills
Customer Service and..., Management, Microsoft Office, Microsoft Excel, Microsoft Word

Education
Metro Community College   2007 — 2009
Associates Degree, Liberal Arts; Communication; Culture and Communication, 3.8

University of Nebraska at Omaha
Speech Communication, 3.5

Experience
William Morris Endeavor (WME Live)   April 2015 - Present
William Morris Endeavor (WME Live)   June 2013 - Present
Truly Nolen  August 2006 - June 2011
APAC Customer Services   February 2004 - 2006
APAC Customer Services   June 2001 - February 2004
APAC Customer Services   March 1996 - June 2001

Skills
Customer Relations, Microsoft Office, Coaching, Workforce Management, Call Center, Crystal Reports, SharePoint, Supervisory Skills, Customer Service, Sales, Call Centers, Management, Microsoft Excel, Budget Process, Statistical Reporting, Statistical Data..., Data Mining, SQL, Avaya, eWFM, Analysis, Employee Relations, Budgets, Program Management, Customer Satisfaction, Recruiting, Data Entry, Team Leadership, Marketing, Marketing Strategy, Process Improvement

Education
University of Northern Iowa   1998 — 2001
communications

Experience
Comcast  August 2013 - Present
Target  August 2012 - July 2013
Target  September 2011 - July 2012
Target  January 2010 - September 2011
Target  January 2008 - January 2010
Target  December 2005 - December 2007
Circuit City  June 2005 - November 2005
APAC Customer Services   April 2004 - May 2005
Circuit City  2002 - 2004
Enterprise Rent-A-Car  March 1998 - June 2002

Skills
Union Avoidance, Succession Planning, Employee Relations, Labor Relations, Talent Management, Performance Management, Onboarding, Employee Engagement, FMLA, Talent Acquisition, Employment Law, HR Policies, Workforce Planning, College Recruiting

Education
University of Rhode Island   1986 — 1990
Bachelor of Arts

Experience
APAC Customer Services   February 2008 - Present
APAC Customer Services   November 2002 - February 2008
APAC Customer Services   February 1991 - November 2002

Skills
Workforce Management, Call Center, BPO, Outsourcing, Customer Satisfaction, Process Improvement, Customer Experience, Telemarketing, Performance Management, Inbound Marketing, Call Center Development, Vendor Management, Coaching, Contact Centers, Customer Retention, Avaya, Employee Relations, Troubleshooting, Training, Software Documentation, Operations Management, Employee Benefits, Call Centers, CRM, Customer Service, Technical Support, Quality Assurance, Service Delivery

Education
University of Northern Iowa
Physical Education

Experience
APAC Customer Services   November 2012 - Present
JPMorgan Chase  December 2008 - November 2012
Washington Mutual Card Services  2005 - December 2008
Providian  1999 - 2005
Tyler Economic Development   1997 - 1999
First Deposit/Providian   1988 - 1997

Education
University of San Francisco   1991 — 1994
MBA, Finance

University of Washington   1983 — 1987
BA, Economics

Experience
LDS Church Glen Carbon Ward Primary   January 2015 - Present
University of Phoenix  September 2011 - Present
home  February 2009 - Present
LDS Glen Carbon Ward   December 2012 - January 2015
ShopNSave   December 2007 - March 2009
Shop N Save  October 2005 - April 2006
APAC Customer Services   October 2003 - August 2005

Skills
Suicide Prevention, Crisis Management, Suicide Assessment, Crisis Counselling, Working With Clients, Working With Children, Working with couples, Working with families, working with people..., Leadership, Data Entry, Telephone Skills, Crisis Intervention, Working with teens, Time Management, Human Services, Research, Customer Service, Psychology, Microsoft Word, Microsoft Office, Microsoft Excel, PowerPoint

Education
University of Phoenix   2013 — 2016
Bachelor of Science (B.S.), Family and Children, 3.06

University of Phoenix   2011 — 2013
Associate's Degree, Psychology, 3.12

Experience
Hertz Equipment Rental  February 2015 - Present
Enterprise Rent-A-Car  June 2013 - January 2015
APAC Customer Services   February 2012 - May 2013
Olive Garden  March 2008 - May 2010

Skills
Customer Service, Management, Sales, Mentoring, Leadership Development, Human Resources, Technical Support, Recruiting, PowerPoint, Training, Team Building

Education
University of North Carolina at Charlotte   2005 — 2010
Bachelor of Arts (B.A.), Sociology

Experience
Almon, Inc  September 2012 - Present
Almon Inc  April 2006 - September 2012
Ww Grainger  June 2001 - April 2006
APAC Customer Services   September 1996 - June 2001

Skills
Account Management, Customer Service, Editing, Engineering, Hydraulics, Electricians, Leadership, Management, Microsoft Excel, Microsoft Office, Process Improvement, Sales, Testing

Education
University of Wisconsin-Platteville   2011 — 2014
Master of Science (MS), Project Management

University of Northern Iowa   1999 — 2003
Bachelor of Applied Science (BASc), English Language and Literature/Letters

Experience
Microsoft  July 2015 - Present
Microsoft  November 2012 - July 2015
APAC Customer Services   February 2012 - November 2012
APAC Customer Services   May 2011 - February 2012
SEI LLC  October 2010 - May 2011
SEI LLC  October 2007 - October 2010
SEI LLC  April 2007 - October 2007
SEI LLC  March 2001 - April 2007

Skills
Account Management, Sales Management, Sales Operations, Partner Management, Vendor Management, Solution Selling, Business Relationship..., Operations Management, Program Management, Product Management, Sales Pipeline..., Marketing Communications, Forecasting, Team Leadership, Business Development, Leadership, CRM, Management, Sales, Direct Sales, Training, Professional Services, Customer Satisfaction, Channel Partners, Enterprise Software, Salesforce.com, Strategy, Lead Generation, Business Intelligence, Cloud Computing, Business Analysis, New Business Development, Strategic Partnerships, E-commerce, Sales Process, SaaS, B2B, Selling, Team Building

Education
University of Minnesota Duluth

Experience
Farmers Insurance  August 2012 - March 2015
Dj Rome LLC   October 2000 - January 2013
Dex Media  January 2011 - January 2012
Dun & Bradstreet  May 2005 - July 2009
APAC Customer Services   January 2004 - September 2004
Qwest Communications  September 2002 - October 2003
Enterprise Rent-A-Car  June 2001 - August 2002
EDS, an HP Company  May 1997 - April 2001

Skills
Leadership, Training, Management, B2B, Customer Service, Negotiation, Small Business, Public Speaking, Strategic Partnerships, New Business Development, Account Management, Project Management, Marketing Strategy, Business Planning, Coaching, Insurance, Customer Retention, Competitive Analysis, Long-term Customer...

Education
University of Phoenix
Global Management

Experience
Clearcomm NC, Inc   July 2015 - Present
Clearcomm of Tampabay - MetroPCS Authorized Dealer   July 2010 - August 2015
Las Americas Herald   August 2001 - November 2011
APAC Customer Services   July 2009 - July 2010
Stream Global Services  January 2009 - April 2009
Circuit City  September 2007 - January 2009

Skills
Call Center, Customer Service, Customer Satisfaction, Troubleshooting, Technical Support, Computer Hardware, Telecommunications, Active Directory, Networking, Team Leadership, Hardware, Microsoft Office, XP, Windows, Sales, Leadership, Account Management, Sales Operations, New Business Development, Team Building, Sales Management, Wireless, Customer Retention, Mobile Devices, Training, Retail, Social Media, Product Management, Marketing Strategy, Call Centers

Education
University of South Florida - College of Business Administration   2004 — 2007
Bachelor of Business Administration (B.B.A.), Business Administration, Management and Operations

Hillsborough Community College   2004 — 2006
Associate's Degree, Economics

Experience
Best Buy  July 2015 - Present
Best Buy  October 2013 - July 2015
APAC Customer Services   March 2013 - September 2013
APAC Customer Services   October 2012 - September 2013
Family Foods  September 2006 - October 2012
Walmart  October 2004 - September 2005
Walmart  October 2004 - September 2005

Skills
Customer Service, Microsoft Office, Management, Microsoft Word, Retail, Sales, Leadership, PowerPoint, Social Media, Sales Management, Team Leadership, Team Building, Training, Time Management

Education
University of Phoenix   2010 — 2012
Associate of Science (AS), Business Administration and Management, General

Anamosa High School   2000 — 2004
General Studies, General Studies

Experience
APAC Customer Services   October 2014 - Present
Rainbow Apparel Co  September 2013 - Present
True Star Magazine  September 2008 - Present
Kmart Corporation  November 2012 - September 2013
Girl Scouts of Greater Chicago & Northwest Indiana  April 2012 - September 2012
KidTek, NFP   June 2008 - September 2010

Skills
Event Planning, Nonprofits, Social Media, Editing, Newsletters, Volunteer Management, Press Releases, Fundraising, Media Relations, Community Outreach, Public Relations, Blogging, Facebook, Copy Editing, Grant Writing, Copywriting, Community Development, Strategic Communications, Creative Writing

Education
University of Phoenix   2012 — 2013
Associate's degree, Communication, General, Sophomore

Gwendolyn Brooks College Prep   2007 — 2011

Experience
L.L. Bean Contact Center   August 2015 - Present
APAC Customer Services   November 2014 - Present
APAC Customer Services   November 2014 - August 2015
Asurion  May 2013 - September 2014
Charter Communications  February 2013 - May 2013
Nome Public Schools   October 2011 - August 2012
Sodexo Salem/Keizer School District   March 2008 - September 2010
South Valley Bank & Trust  March 1997 - July 2007
South Valley Bank & Trust  1997 - 2007

Skills
Supervisory Skills, Hiring, Scheduling, Inventory Management, Customer Service, Public Speaking, Receiving, Microsoft Office, PowerPoint, Writing, Administration, Word, Purchasing, Excel, Editing, Event Planning, Customer Satisfaction, Troubleshooting, Budgeting, Accounts Receivable, Outlook, Social Networking, Teamwork, Problem Solving, Accounts Payable, Customer Relations, Team Building, Access, English, XP, Social Media, Quality Assurance, Windows, Flash, Microsoft Excel, Research, Data Entry, Call Centers, Invoicing, Leadership, Time Management, Telephone Skills, Team Leadership, Customer Retention, Banking, Administrative..., Payments, Customer Experience, Avaya, Critical Thinking

Education
University of Phoenix   2010 — 2012
Health Care Administration

University of Phoenix   2010 — 2012
Health Services Administration

Klamath Union High School   1975 — 1977
General, General education

Experience
Carnival Cruise Lines  February 2011 - January 2014
APAC Customer Services   July 2010 - August 2010
Neung Yule   October 2008 - June 2009
Sykes  July 2006 - August 2008

Skills
Bilingual Proficiency, Commercial Driving, Cooking, Band, Customer Service, Customer Satisfaction, Tourism, Hospitality, Hiring, Social Networking, Hotels, People Skills, Time Management, Restaurants, Singing

Education
University of Santo Tomas   1997 — 2007
Bachelor of Arts (B.A.), Philosophy

St. Francis de Sales Minor Seminary   1993 — 1997
High School

Experience
GDF SUEZ  April 2013 - Present
APAC Customer Services   March 2012 - April 2013
APAC Customer Services   March 2010 - April 2013
d/b/a MarketSolutions1   March 2009 - April 2010
The Results Companies  May 2008 - February 2009
The Results Companies  September 2006 - May 2008
Spherion/ClientLogic   January 2004 - September 2006
Total Outsource Marketing Group   July 2001 - December 2003
AT&T  December 1999 - June 2001
AT&T  February 1998 - November 1999

Skills
BPO, Workforce Management, Call Center, Outsourcing, Inbound Marketing, Contact Centers, Customer Experience, Call Center Development, Customer Satisfaction, Vendor Management, Operations Management, Customer Retention, Performance Management, Process Improvement, Account Management, Lead Generation, Coaching, Telecommunications, Call Centers, Leadership Development, Team Leadership, Business Development, Customer Service, Strategy, Training, Management, Program Management, Start-ups, Leadership

Education
Xavier University of Louisiana   1982 — 1986
B.A, Business Administration and Music Liberal Arts

University of Phoenix   1998 — 2001
MBA Studies, International Business

Experience
Rockwell Collins  October 2014 - Present
Rockwell Collins  August 2008 - October 2014
Pearson  2005 - July 2008
APAC Customer Services   1998 - 2005
Kinetic Engineering   1989 - 1995

Skills
Oracle RAC, Database Design, Requirements Analysis, SDLC, Integration, Software Project..., Database Administration, Oracle, Unix, Databases, SQL, Disaster Recovery

Education
RYK College, KTHM College Nasik   1982 — 1986
Physics, Computer Science

University of Pune   1983 — 1985

Experience
Mutual of Omaha  June 2006 - Present
TPG TeleManagement  2005 - 2006
West Corporation  2004 - 2005
Memberworks  2000 - 2004
APAC Customer Services   1999 - 2000
West Teleservices  1998 - 1999
ITI Marketing Services  1994 - 1996

Skills
Account Management, Problem Solving, Customer Relations, Insurance, Telemarketing, Call Centers, Team Building, Process Improvement, Sales Management, Strategic Planning, Marketing Strategy, Customer Satisfaction, Sales, Marketing Communications, Team Leadership, Client Services, CRM, Customer Service, Customer Retention, Lead Generation, Leadership

Education
University of Nebraska-Lincoln

Experience
Jupiter Consulting Group   December 2012 - Present
Sunquest Information Systems  June 2010 - June 2012
Right Management  2009 - July 2010
MasterCard Worldwide  July 1998 - August 2009
Rapidigm Inc.  April 1997 - July 1998
APAC Inc.  October 1996 - March 1997
APAC Customer Services   1996 - 1997
Ameritech  February 1996 - October 1996
Associated Cement Companies Ltd.   June 1993 - November 1995
Tata Finance Ltd.   December 1992 - June 1993

Skills
IT Strategy, IT Management, IT Operations, Negotiation, Staff Development, International Finance, Vendor Management, Integration, Business Continuity, Process Improvement, Business Strategy, Strategic Planning, Project Planning, Architecture, SDLC, Enterprise Architecture, Disaster Recovery, Business Analysis, Business Intelligence, Data Center, Project Management, Security, Management, Strategy

Education
Washington University in St. Louis - Olin Business School   2003 — 2006
MBA, Finance, Management

University of Pune   1988 — 1992
B. Engg, Computer Engineering

Experience
First National Bank of Omaha  September 2011 - Present
American Title Inc.  February 2009 - September 2011
APAC Customer Services   August 2006 - March 2008
APAC Customer Services   December 2000 - August 2006
APAC Customer Services   January 1998 - December 2000

Skills
BPO, Call Center, Account Management, Customer Service, Customer Satisfaction, Workforce Management

Education
University of Nebraska-Lincoln

Experience
APAC Customer Services   September 2014 - Present
FIDM - Fashion Institute of Design and Merchandising   January 2013 - September 2014
Border States Electric Supply  November 2011 - April 2012
Vanity  July 2009 - March 2011
Vanity  July 2008 - July 2009
Bank of America  August 2006 - March 2008
Target  August 1997 - August 2000
Gordon & Ferguson   1993 - 1997
Fingerhut  1991 - 1993
Gordon & Ferguson   1989 - 1991

Skills
Outerwear, Wovens, Denim, Apparel, Sourcing, Import, Intimate Apparel, Textile Industry, Private Label, Global Sourcing, Sportswear, Textiles, Garment Construction, Handbags, Fit, Shoes, Footwear, Trend, On Time Delivery, Trim, Buying, Merchandising, Sewing, Trend Research, Fitting, Deliveries, Category Management, Fashion, Lead Time Reduction, Merchandising Strategies, Strategic Sourcing, Far East, Factory, Purchasing, Cotton

Education
University of Minnesota-Twin Cities   1983 — 1987
Bachelor of Science, Apparel and Textiles

Minnehaha Academy

Experience
AttachedtoBaby.com   August 2008 - Present
Slinglings.com   July 2005 - Present
APAC Customer Services   August 1994 - December 1996
HyVee  1993 - 1994

Skills
Retail, Social Media, Photoshop

Education
University of Northern Iowa   1992 — 1995
finance

burlington community high school   1988 — 1992
High School/Secondary Diplomas and Certificates

Experience
APAC Customer Services   March 2008 - Present
DIRECTV  2000 - 2007

Skills
Call Center, Change Management, Contact Centers, Customer Retention, BPO, Customer Experience, Call Centers, Employee Relations, Operations Management, Performance Management, Recruiting, Start-ups, Team Building, Training, Workforce Management, Leadership

Education
University of South Florida

Experience
APAC Customer Services   2012 - Present
EGS - Expert Global Solutions  October 2006 - Present
HSN  January 2004 - October 2005
APAC Customer Services   February 2002 - January 2004
SBC  1995 - 2002

Skills
Telecommunications, Customer Experience, Outsourcing, Leadership, Account Management, Call Centers, Call Center, Program Management, Team Leadership, Consulting, Business Process, Integration, BPO, Process Improvement, Vendor Management, SDLC, PMO, E-commerce, Requirements Analysis, Business Analysis

Education
University of South Florida   1977 — 1979

Experience
Rockwell Collins  October 2009 - Present
J&P Cycles  June 2008 - August 2009
APAC Customer Services   July 1993 - March 2008
APAC Customer Services   1993 - 2008

Education
University of Northern Iowa   1989 — 1993

Experience
Eastman National   August 2015 - Present
APAC Customer Services   November 2014 - July 2015
Shiloh Baptist Church  October 2008 - March 2015
Shiloh Baptist Chuch/Charter School   October 2008 - December 2013
PricewaterhouseCoopers  August 2000 - June 2008
Computer Generated Solutions  September 1996 - August 2000
US Air Force  September 1989 - September 1996

Skills
Disaster Recovery, Security, VPN, Hardware, Technical Support, Network Security, Management, Access, Program Management, SharePoint, XP, Process Improvement, Software, Windows Vista, Active Directory, TCP/IP, Windows, Computer Security, Lotus Notes, Networking, Operating Systems, System Administration, IT Management, Laptops, Troubleshooting, Software Documentation, IT Operations, Blackberry, ITIL, Information Technology, Visio, Help Desk Support, Computer Hardware, Leadership, Data Center, Network Administration, Microsoft Exchange, Norton Ghost, VoIP, Firewalls, Windows 7, Testing, Windows XP

Education
University of Phoenix   2002 — 2005
Bachelors, Business Management

Plant City High School   1986 — 1989
highschool diploma, College/University Preparatory and Advanced High School/Secondary Diploma Program

Experience
CSG Systems  June 2007 - Present
West Interactive  November 2000 - June 2007
APAC Customer Services   March 2000 - November 2000

Skills
IVR, Telecommunications, Call Center, ACD, Sales Operations, Product Management, Solution Selling, Customer Retention

Education
University of Nebraska at Omaha   1992 — 1998
BSBA, Marketing

Experience
NARS Call Center Solutions   2010 - Present
West Corporation  2007 - 2010
APAC Customer Services   2000 - 2006

Skills
Process Improvement, Vendor Management, Call Centers, Call Center, Change Management, Operations Management, Workforce Management

Education
Creighton Preparatory High School   1988 — 1992

University of Nebraska at Omaha

Experience
Dex Media  September 2013 - Present
Freightquote.com  November 2010 - June 2013
Freightquote.com  2003 - 2008
APAC Customer Services   1995 - 2002

Skills
Account Management, Sales Management, Sales

Education
University of Missouri-Kansas City   2009 — 2009

Experience
Infor  June 2012 - Present
Infor  March 2006 - June 2012
SSA Global  2004 - 2006
APAC Customer Services   1994 - 2004

Skills
IT Management, Enterprise Software, Microsoft SQL Server, Business Analysis, Program Management, SharePoint, CRM, Software Development, Business Intelligence, Call Centers, Process Improvement, ERP, SaaS, Business Process, Data Warehousing, PMO, Requirements Analysis, SDLC, Vendor Management, Software Project..., Integration, Agile Methodologies, Management, Cloud Computing

Education
University of Northern Iowa   1986 — 1989
BA, Psychology

Experience
Werner Enterprises  July 2011 - Present
New York and Company  September 2006 - April 2011
Target  September 2003 - September 2006
APAC Customer Services   January 2000 - January 2003
Hardt Communications   January 1999 - January 2000

Education
University of Nebraska at Omaha   2001 — 2005
Bachelor of Arts, Communication

Experience
Liberty Mutual Insurance  January 2014 - Present
APAC Customer Services   January 2014 - Present
Americo  January 2013 - Present

Skills
Punctual, Brand Loyalty, Dedicated, Business, Business Services, Asset, Integrity, Order Fulfillment, New Business..., Future Trends, Accountability, Partnerships, Result Oriented, Campaigns, Inventory, Managed Hosting, Sellers

Education
University of Phoenix   2009 — 2013
Bachelor of Business Administration (B.B.A.), Business Administration and Management, General, Maintaining a 3.8 GPA

Experience
Aon Hewitt  April 2014 - Present
APAC Customer Services   January 2011 - April 2014
APAC Customer Services   January 2011 - April 2014
A Better Place to Be Childcare   February 2010 - January 2011
AMA After School   June 2004 - February 2010
Jersey Mike's  November 1999 - June 2004

Skills
Training, Curriculum Design, Employee Training, Human Resources, Notary Public, Business Process..., Operating Budgets, Accounts Payable, KPI implementation, Marketing, New Hire Orientations, Customer Service, Call Centers, Data Entry, Customer Retention, Customer Satisfaction

Education
University of North Carolina at Charlotte   2004 — 2010
BA, Psychology

University of North Carolina at Charlotte   2002 — 2010
Bachelor of Arts (B.A.), Psychology

Experience
Wells Fargo  May 2004 - Present
Wells Fargo Home Mortgage  2004 - 2011
Wells Fargo Financial  May 2004 - August 2010
Furniture Row Companies  December 2002 - May 2004
APAC Customer Services   September 1999 - October 2002

Education
University of Northern Iowa   1996 — 2000
BA, Business management

Experience
SHI International Corp.  February 2013 - Present
APAC Customer Services   January 2012 - February 2013
APAC Customer Services   April 2011 - January 2012
Wells Fargo  December 2009 - April 2011

Skills
Leadership, CRM, Cold Calling, Sales Process, Sales, Customer Experience, Customer Retention, Sales Operations, Customer Satisfaction, Account Management, Customer Service, Relationship Management, Direct Sales

Education
Minnesota Commercial Diver Training Center   2009 — 2009
Associates in Commercial Diving, Commercial Diving

University of Minnesota-Duluth   2004 — 2009
Bachelor of Business Administration (B.B.A.), Organizational Leadership

Experience
West Corporation  June 2014 - Present
Best Buy  December 2013 - May 2014
APAC Customer Services   May 2012 - December 2013
Alorica  March 2008 - May 2012
ACS, a Xerox Company  October 2006 - March 2008
Foot Locker  September 2003 - October 2006

Skills
Business Analysis, Telecommunications, Business Management, Call Center, Operations Management, Process Improvement, Business Process..., Customer Satisfaction, Quality Assurance, Vendor Management, Resource Management, Process Engineering, Outsourcing, Team Management, Team Leadership, Business Process, People Management, Change Management, Call Centers, Management

Education
University of Phoenix   2002 — 2002

Experience
Lifetouch Portrait Studios  June 2014 - Present
APAC Customer Services   April 2013 - July 2014
APAC Customer Services   August 2012 - April 2013
Kocina Branding and Marketing Company  March 2012 - June 2012
US Army  August 2003 - August 2008

Skills
Human Resources, Employee Training, Development & delivery..., Technical Writing, Recruiting, Training, Interviews, Organizational..., Resume Writing, Leadership Development, Leadership, Customer Service, Microsoft Office, PowerPoint, Public Speaking, Social Media

Education
University of Minnesota-Twin Cities   2008 — 2012
Bachelor's degree, Human Resources Development

Experience
APAC Customer Services   November 2011 - Present
Citi  July 1996 - August 2011

Skills
Access, Account Management, Analysis, Banking, Business Analysis, Business Strategy, CRM, Call Center, Call Centers, Change Management, Coaching, Conflict Resolution, Credit Cards, Customer Experience, Customer Retention, Customer Satisfaction, Customer Service, Employee Benefits, Employee Relations, Employee Training, Financial Services, Hiring, Human Resources, Leadership, Leadership Development, Management, Microsoft Office, Operations Management, PeopleSoft, Performance Management, Process Improvement, Project Management, Public Speaking, Recruiting, Risk Management, Sales, Sales Management, Strategic Planning, Team Building, Team Leadership, Team Management, Time Management, Training, Vendor Management

Education
University of Phoenix   2010 — 2011
Master Arts in Education/Adult Training, Higher Education/Higher Education Administration, B+

University of Phoenix   2003 — 2009
Master of Business Administration (MBA), Business Administration and Management, General

University of Nevada-Las Vegas   1985 — 1989
Bachelor of Science (B.S.), Secondary Education and Teaching

Experience
EXL  August 2009 - September 2013
APAC Customer Services   February 2007 - August 2009

Education
University of Santo Tomas   1992 — 1996
Bachelor's degree, Accounting

Holy Child Academy

Experience
APAC Customer Services   November 2011 - Present
H&R Block  December 2010 - April 2013

Skills
Ability to comply with..., Good communication and..., strong numerical skills

Education
University of Phoenix   2010 — 2013
Accounting

Experience
Bankers life  July 2014 - Present
APAC Customer Services   2012 - 2014
Thomason Machine Works   August 2011 - May 2012
Nestle S.A.   September 2007 - April 2011
TDS automotive  November 2005 - May 2007
dominicks finer foods  September 1998 - November 2005

Skills
Forklift Operator, Order Picking, shipping and receiving, Customer Service, Problem Solving, Order Processing, mirosoft outlook, Data Entry, Distribution Center..., Manufacturing, Shipping, Inventory Control, Customer Satisfaction, Call Centers, Telephone Skills, Management, Troubleshooting, Supervisory Skills, Customer Experience

Education
University of Phoenix   2011 — 2013
BSB, Business Administration and Management, General

william rainey harper   2000 — 2006
Associate's degree, Liberal Arts and Sciences/Liberal Studies

Experience
APAC Customer Services   March 2014 - Present

Skills
Customer Service, Management, Microsoft Excel, Leadership, Sales, Training, Microsoft Word, Team Leadership, Project Management, Process Improvement, Web Support

Education
University of Phoenix   2013 — 2019
Information Technology