APAC customer services inc.
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APAC customer services inc. Employees
Starbucks September 2014 - Present
Starbucks April 2014 - September 2014
StarTek July 2009 - March 2012
Cleere Design October 2008 - November 2008
APAC Customer Services, Inc January 2008 - June 2008
Skills
Customer Satisfaction, Call Center Development, Web Design, Telephone Skills, Time Management, Call Centers, Customer Experience, Customer Service, Blogging, Training, Retail
Education
Arizona State University 2015 — 2017
Bachelor's Degree, Information Technology
The University of Texas at Arlington 2013 — 2016
Bachelor of Arts (B.A.), History
Northern Oklahoma College 2010 — 2012
Incomplete, Elementary Education and Teaching, 3.15
Autry Technology Center 2008 — 2009
Certificate, Drafting and Design
Waukomis High School 2004 — 2007
High School Diploma
Home Maker October 2013 - Present
University of Phoenix April 2009 - February 2014
Synchronoss Technologies August 2011 - January 2014
APAC CUSTOMER SERVICES, INC May 2010 - July 2011
Lifetouch July 2009 - November 2010
AppleOne December 2008 - March 2009
VERILOGIX, INC October 2008 - December 2008
Brookdale Senior Living July 2007 - August 2008
Apollo Group January 2005 - January 2007
LONESTAR STEAKHOUSE February 2001 - August 2003
Skills
Training, Management, Payroll, Interviews, Human Resources, Onboarding, Recruiting, Adult Education, Customer Service, Employee Benefits, US GAAP, Policy, Microsoft Excel, Analysis, Leadership Development, Microsoft Office, Research, New Hire Orientations, Coaching, Leadership
Education
University of Phoenix 2005 — 2007
Master's, Business Administration
DeVry University 2000 — 2003
Bachelor of Science, Accounting
American Senior Benefits October 2014 - January 2015
APAC customer services inc. March 2014 - July 2014
Insphere Insurance Solutions November 2012 - June 2014
Self Employed December 2009 - May 2013
Skills
Economics, Statistics, Customer Service, Microsoft Office, PowerPoint, Microsoft Word, Research, Leadership, Social Media, Social Networking, Sales, Teaching, Public Relations
Education
University of South Florida 2010 — 2012
Bachelor's Degree, Economics
University of South Florida 2010 — 2012
Bachelor of Arts (B.A.), Economics
Riverside Health System August 2014 - Present
APAC Customer Services, Inc. August 2011 - August 2014
Office Depot June 2009 - August 2011
Skills
Customer Service, Microsoft Office, Inventory Management, Customer Satisfaction, Copying, Microsoft Excel, Outlook, Microsoft Word, PowerPoint, Scanners, Data Entry, Printers, Retail, Team Building
Education
Old Dominion University - College of Business and Public Administration 2008 — 2013
Bachelor of Science (B.S.), Business Administration and Management, General
Menchville High School 2004 — 2008
Verizon Telematics, Inc. 2014 - Present
Cox Communications through RemX 2014 - 2014
Purchasing Power 2012 - 2013
SunTrust Bank 2011 - 2012
SunTrust Bank through Strategic Staffing Solutions 2010 - 2011
UPS through Pyramid 2010 - 2010
APAC Customer Services Inc. 2010 - 2010
Cox Communications NTDO through IDR 2009 - 2009
Cox Communications NTDO 2009 - 2009
RBS WorldPay 2006 - 2009
Skills
Instructional Design, Training Delivery, Instructor-led Training, Project Management, Leadership, E-Learning, Employee Training, Training, ADDIE, Blended Learning, Coaching, Program Management, Management, Visio, Time Management, Team Building, Staff Development, Organizational..., Leadership Development, Customer Satisfaction, Captivate
Education
Capella University 2005 — 2008
MS, Education - Instructional Design
King's College 1985 — 1989
BS, Marketing
Bound Brook High School 1982 — 1985
Independent Consultant January 2013 - Present
Comcast Cable April 2012 - September 2012
Comcast February 2011 - April 2012
Independent Contact Center Consultant April 2009 - February 2011
Affinion Group March 2008 - April 2009
APAC Customer Services, INC. January 2007 - January 2008
Sitel July 2003 - January 2007
ING September 2001 - April 2003
Spherion July 2000 - September 2001
Chase April 1996 - July 2000
Skills
Vendor Management, Call Centers, Workforce Management, Outsourcing, Telecommunications, Customer Experience, Leadership, Forecasting, Customer Retention, Cross-functional Team..., ACD, IEX, IVR, Project Management, Operations Management, Strategic Planning, VoIP, Team Leadership, Budgets, Business Analysis, Business Process, Contract Negotiation, Consulting, Customer Service, Customer Satisfaction, Enterprise Software, Quality Assurance, Strategy, Performance Management, Management
Education
Arizona State University 1993 — 1997
Business Management / Operation
Mesa Community College 1991 — 1994
Majored in General Business
Mister Car Wash March 2015 - Present
American Red Cross February 2009 - February 2015
Pima Community College Foundation April 2008 - March 2013
Convergys June 2007 - December 2008
APAC Customer Services, Inc. April 2006 - June 2007
Arizona State Schools for the Deaf & the Blind September 2005 - April 2006
California National Bank June 2003 - September 2005
AIG April 2003 - May 2003
Transamerica 2000 - 2002
Ernst & Young 1990 - 2000
Skills
Employee Relations, Recruiting, Applicant Tracking..., Human Resources, Training, Change Management, Leadership, Management, Onboarding, Talent Acquisition, HRIS, Talent Management, College Recruiting, Benefits Administration, Performance Management, Coaching, Personnel Management, Employee Benefits, Policy, Call Centers, Workforce Planning, Career Counseling, Interviews, Employee Training, Succession Planning, Deferred Compensation, New Hire Orientations, Hiring, Team Building, Leadership Development, Organizational...
Education
University Of Phoenix 1993 — 1995
BS
Cornerstone University 1983 — 1984
Expert Global Solutions April 2015 - Present
NICE Systems September 2013 - April 2015
TPG TeleManagement, Inc. January 2010 - June 2013
TPG Telemanagement, Inc August 2008 - January 2010
APAC Customer Services, Inc March 2006 - March 2008
APAC Customer Services February 2002 - February 2006
APAC Customer Services December 1998 - February 2002
ITI Marketing Services, Inc. November 1996 - July 1998
Skills
New Business Development, Call Center, Project Coordination, Problem Solving, Program Management, Organizational..., Business Strategy, Business Management, Customer Experience, Customer Relations, Management, Call Centers, Customer Satisfaction, Business Development, Vendor Management, Workforce Management, CRM, Change Management, Training, Telecommunications, Project Management, Coaching, Analysis, Strategic Partnerships, Strategic Planning, Product Management, Project Delivery, Strategic Insights, Requirements Analysis, Performance Management, Business Process, Product Demonstration, Manage Complex Projects, Large-scale Projects, IT Solutions, Business Process..., Internal Communications, Enterprise Risk..., Cross-functional Team..., Emotional Intelligence, Result Oriented, Action Oriented, ROI Optimization, Self-starter, Goal-driven leader, Communication Skills, Technology Enabled..., Outsourcing, Contact Centers, SDLC
Education
University of Nebraska at Omaha 1981 — 1989
Metropolitan Community College 1989 — 1992
The Equitable Life Insurance Company 1989 — 1990
Scrum Alliance, Inc. 2013 — 2016
Scrum Alliance
Project Management Institute 2013 — 2015
Project Management Professional (PMP)
Disciplined Agile Consortium 2013 — 2013
Yellow Belt Agile Certification
Consulting Services - Legal 2011 - Present
Bluestem Brands, Inc. July 2006 - April 2010
My Home Refinances over the Years! 1990 - 2010
APAC Customer Services, Inc. July 1999 - June 2005
Beloit Corporation July 1997 - June 1999
Waste Management, Inc. September 1989 - June 1997
Jenner & Block September 1986 - September 1989
Pillsbury Winthrop March 1984 - August 1986
Education
University of Michigan Law School 1975 — 1978
JD magna cum laude
Calvin College 1970 — 1974
BA
Minneapolis College of Art and Design
PNC Financial Services Group January 2015 - Present
PNC Financial Services Group July 2013 - January 2015
PNC Financial Services Group June 2012 - July 2013
APAC Customer Services Inc. May 2009 - July 2009
Skills
Team Leadership, Outgoing, Business Intelligence, Cultural Awareness, Time Management, Excel, PowerPoint, Microsoft Office, Recruiting, Customer Service, Banking, Financial Analysis, Small Business Lending, Sales, Management, Microsoft Excel
Education
University of South Carolina - The Moore School of Business 2008 — 2012
Bachelor of Science, Business Administration, International Business
University of South Carolina - The Moore School of Business 2008 — 2012
Bachelor of Science, Business Administration, Marketing
Wirtschaftsuniversität Wien 2011 — 2011
BSBA, International Business
HealthPlan Services October 2011 - Present
APAC Customer Services, Inc. August 2008 - October 2011
Q3 Solutions, Inc. March 2008 - August 2008
West Marine, Inc. June 2006 - March 2008
HSN April 2004 - September 2005
Tyco Fire & Security 1995 - 2000
Skills
Vendor Management, Coaching, Performance Management, Human Resources, Leadership, Management, Customer Service, Operations Management, BPO, Training, Customer Experience, Sales, Outsourcing, CRM, Strategy, Start-ups, Program Management, Change Management, Business Strategy, Enterprise Software, E-commerce, Six Sigma, Contract Negotiation, Marketing, Direct Sales, Consulting, Quality Assurance, Employee Benefits, Executive Management, Cross-functional Team..., Customer Retention, New Business Development, Insurance, Team Leadership, Team Building, Account Management, Strategic Planning, Process Improvement, Call Centers, Analytics, Sales Operations, Sales Management, Health Insurance, Business Development, Marketing Strategy
Education
University of North Florida - College of Business Administration 1998 — 2000
MBA, Management
Saint Leo University 1992 — 1996
BA, Business and Technology Management
The Six Sigma Academy 2003 — 2004
Six Sigma Black Belt and Champion, Six Sigma specializing in transactional businesses
Florida School of Insurance 2011 — 2012
2-15 License, Life, Health and Variable Annuities, Passed: State licensing board exams
Kids World Learning Center July 2012 - Present
Newport News Public Schools October 2008 - Present
Hyman Brothers Mazda---, Newport News February 2012 - March 2012
Office of Senator Jim Webb November 2009 - April 2010
APAC Customer Services, Inc April 2005 - October 2006
Skills
Teaching, Lesson Planning, Curriculum Design, Tutoring, Classroom Management, Classroom, Curriculum Development, Elementary Education, Special Education, Educational Leadership, Educational Technology, Literacy, Public Speaking, K-12, Staff Development, Microsoft Office, Research, Smartboard, PowerPoint
Education
Norfolk State University 2007 — 2010
Bachelor of Arts (B.A.), Political Science and Government
Hampton University 2008 — 2008
Terminix 2012 - Present
Sykes 2011 - 2012
Sitel 2010 - 2010
ACCENT Marketing Services, Inc. 2005 - 2009
APAC Customer Services, Inc. 2004 - 2005
TeleTech Holdings, Inc. 2000 - 2004
MCI 1992 - 1994
Skills
Cross-functional Team..., Recruiting, Strategy, CRM, Call Centers, Customer Experience, Outsourcing, Team Building, Team Leadership, Leadership Development, Training, Management, Process Improvement, Workforce Management, Leadership, Customer Satisfaction, Customer Retention, Human Resources, Sales, Call Center, Telecommunications, Customer Service, BPO, Integration, Coaching, Business Process, Contact Centers, Operations Management
Education
Union University 1998 — 2000
MBA
University of North Alabama 1989 — 1991
B.S., Management
Florida College 1987 — 1988
Management
S2G-Support Services Group August 2015 - Present
Willow Creek Global June 2008 - August 2015
Dialogue Marketing February 2013 - September 2013
VAS Holdings, Inc. / Thing5, LLC. April 2009 - December 2012
Operation Homefront of Illinois 2009 - 2010
Ducks Unlimited 2002 - 2010
We Do Care 2007 - 2009
Center Partners, Inc., a WPP Company February 2007 - June 2008
LagunaWave (Start-Up / lost funding) June 2006 - February 2007
APAC Customer Services, Inc. 2003 - 2005
Skills
Strategic Planning, P&L Management, Call Center, Telecommunications, Cross-functional Team..., Contract Negotiations, Team Building, Customer Relations, New Business Development, Consultative Selling, Direct Sales, Sales Management, Account Management, Leadership Development, Lead Generation, Mentoring, Start-ups, Business Strategy, Business Planning, Budgeting, Operations Management, Marketing Strategy, Board Relations, Grassroots Mobilization, Non-profit Experience, Fundraising, Outsourcing, B2B, Customer Service, Strategy, Call Centers, Contract Negotiation, Training, Management, Vendor Management, Negotiation, Change Management, Project Management, Customer Satisfaction, Budgets, Leadership, Business Development, Selling, Program Management, CRM, Sales, Team Management, Grassroots Organizing, Forecasting
Education
University of South Carolina-Columbia 1982 — 1986
Business
University of Wisconsin-Madison - School of Business
Graduate Studies
Gift of Health & Wellness September 2007 - Present
VERIZON WIRELESS, HSBC & ALBERTO CULVER September 2004 - June 2008
BAXTER HEALTHCARE CORPORATION October 2003 - August 2004
CORBETT-ACCEL, PREMIER, INC. & ACE HARDWARE CORPORATION October 2001 - October 2003
DraftFCB March 1998 - July 2001
DIGITAS, Inc. May 1994 - June 1997
APAC CUSTOMER SERVICES, Inc. June 1993 - April 1994
Skills
Strategic Planning, Market Segmentation, Identity & Brand..., Marketing Communications, B2B & B2C Integrated..., Measurement Plan..., Campaign Analysis, Business & Campaign..., Budget Planning &..., Strategic Partnering..., Presentation..., Cross-Functional Team..., Staff Training &..., Skills Assessment &..., Cross-functional Team..., Segmentation, Direct Marketing, Management, Market Analysis, Program Management, CRM, Integrated Marketing, Competitive Analysis, Advertising, Marketing Strategy, Email Marketing, Strategy
Education
The University of Texas at Austin
MA, Advertising (major), Business Administration
University of Illinois at Urbana-Champaign
B.A., French (major), Business Administration, Math
Université Paris-Sorbonne
Certificate, French Literature, History, Linguistics
Université catholique de l'Ouest
Certificate, French Literature, History, Linguistics
The Educational Alliance (Substance Abuse Outpatient Program) April 2011 - July 2011
Allied Central Ambulette Services, Inc January 2008 - December 2010
Bank of New York March 2006 - January 2008
BW Reprographics December 2005 - March 2006
APAC Customer Services, Inc June 2004 - February 2005
Skills
Microsoft Office, Customer Service, Clerical Skills, Clerical Duties, Telephone Skills, Keyboarding, Insurance Billing, Problem Solving, Data Entry, Insurance
Education
University of Phoenix 2010 — 2012
Bachelors of Science, Human Services/Management
SUNY Polytechnic Institute 2002 — 2004
State University of New York College of Agriculture and Technology at Morrisville 1999 — 2002
Associate in Applied Science, Office Technology / Information Processing
eBay Enterprise May 2015 - Present
Fanatics Inc. November 2012 - May 2015
APAC Customer Services, Inc January 2010 - December 2012
APAC Customer Services, Inc January 2011 - November 2012
Protocol Global Solutions December 2008 - July 2010
Sea Ray Boats, Inc October 2005 - October 2008
Protocol Global Solutions August 2003 - October 2005
Skills
Call Centers, CRM, Customer Experience, Leadership, Management, Customer Service, Customer Satisfaction, Performance Management, Customer Retention, Call Center, Workforce Management, Inbound Marketing, Sales, Sales Operations, BPO, Outsourcing, Coaching, E-commerce, Avaya, Call Center Development, Team Building, Technical Support, Training, B2B, Telecommunications, Team Management, Lead Generation, Forecasting, Vendor Management, Program Management, Payroll, Account Management, Team Leadership, Recruiting, Marketing, Telemarketing, Contact Centers, Operations Management, Process Improvement, Contact Center..., P&L Management, Retail, Cross-functional Team..., Employee Training, Innovation Management, Customer Acquisition, Business Process..., Project Management, Six Sigma
Education
Liberty University 2015 — 2016
Christian Ministry
Florida State College at Jacksonville 2014 — 2016
Business Administration and Management, General, Freshman
MANPOWER July 2015 - Present
Time Warner Cable August 2001 - Present
MANPOWER November 2014 - May 2015
APAC CUSTOMER SERVICES, INC June 2014 - November 2014
Time Warner Cable 2001 - 2013
Market America, Inc. August 2000 - August 2001
Olsten Staffing Services September 1999 - August 2000
Skills
Payroll, Spreadsheets, Accounts Receivable, Training, Sales, 10 Key, Customer Service, Management, Call Centers, Teamwork, Access, Telephone Skills, Budgets, Outlook Express, PeopleSoft, AS400 system, Administrative..., Medical Coding, Medical Billing, Research, Photoshop, Teaching, HTML, Strategic Planning, Microsoft Word, Microsoft Excel, PowerPoint, Outlook, Typing, Filing, Copying, Teacher Training, E-Learning, ICD-9-CM, CPT, MACESS, Prime, Amisys, RightFax
Education
King's College 1993 — 1994
Associate's degree, Accounting
Anson Senior High School 1990 — 1993
High School Diploma, Accounting
Forsyth Technical Community College
Medical Office Assistant/Specialist
APAC Customer Services Inc. November 2012 - March 2014
Goodwill Industries of Central North Carolina, Inc. October 2012 - February 2013
Richmond Community College January 2011 - May 2012
UNC Pembroke August 2009 - May 2010
Richmond Community College August 2006 - December 2007
Skills
Research, Access, PowerPoint, Microsoft Excel, Higher Education, Event Management, Instructional Design, Tutoring, Curriculum Design, Adult Education, Teaching Writing, Distance Learning, E-Learning, Community Outreach, Non-profits, Educational Technology, Social Media, Event Planning, Literature, Staff Development, Resume Writing, Book Writing, Lifestyle Writing, Creative Work, Creative Visualization, Nonprofits, Social Networking, Blogging, Interviews
Education
University of North Carolina at Pembroke 2008 — 2010
Bachelor of Art in English, English Language and Literature, General, 3.40 GPA
University of North Carolina at Pembroke 2008 — 2010
Bachelor of Arts, English Language and Literature, General, 3.40 GPA
Richmond Community College 2004 — 2007
Associate in General Education, General Studies, 3.20 GPA
Stanly Community College 1998 — 1998
Certification in Rural Entrepreneurship through Action Learning, Entrepreneurship/Entrepreneurial Studies
Cornerstone Hospice & Palliative Care February 2015 - Present
Cornerstone Hospice September 2014 - February 2015
Chapters Health System November 2010 - September 2014
APAC Customer Services Inc January 2009 - November 2010
APAC Customer Services, Inc January 2000 - November 2008
Skills
Quality Assurance, Customer Service, Six Sigma, Operations Management, Staff Development, Process Improvement, Call Center, Healthcare, Customer Satisfaction, Program Management, Outsourcing, Training, Call Centers, Leadership, Management, Performance Management, Vendor Management, Budgets
Education
Saint Leo University
Business Management, Business Administration and Management, General
cleverbridge May 2010 - Present
StarTek 2008 - May 2010
ACN 2008 - 2008
APAC Customer Services, Inc. 2004 - 2007
T-Mobile October 2002 - November 2003
Cingular Wireless/SBC June 2001 - October 2002
Ameritech Cellular July 1991 - June 2001
Skills
Change Management, Customer Service, Wireless, Technical Support, Performance Management, Call Center Startup, Outsourcing/offshoring/n..., Strategic operational..., Coaching and development, Management, Operational Planning, Telecommunications, Strategy, Leadership, Start-ups, Call Centers, Customer Satisfaction, Vendor Management, Outsourcing, Process Improvement, Customer Experience, Operations Management, BPO, Program Management, Workforce Management, Team Building, CRM, Training, Strategic Planning, Leadership Development, Budgets, Employee Engagement, Cross-functional Team..., Team Leadership, SDLC, Customer Retention, E-commerce, Analysis, Account Management, Business Development, Product Management, Salesforce.com, SaaS, Strategic Partnerships, Executive Management, Business Analysis, Business Process..., Project Management, Call Center Development, Solution Selling
Education
DePaul University 1984 — 1988
Bachelor of Science, Business, minor Industrial/Organizational Psychology
HSN September 2015 - Present
HSN August 2014 - Present
HSN July 2013 - July 2014
HSN August 2012 - July 2013
HSN September 2011 - August 2012
APAC Customer Services, Inc May 2007 - September 2011
Sykes Enterprises, Inc October 2005 - May 2007
Rita Staffing October 2004 - October 2005
Skills
Onboarding, Applicant Tracking..., Employee Relations, Talent Acquisition, Technical Recruiting, Personnel Management, Sourcing, HR Policies, Employee Benefits, HRIS, Organizational..., Taleo, Benefits Administration, Talent Management, New Hire Orientations, Employee Training, Temporary Placement, Staffing Services, ADP Payroll, Screening Resumes, Benefits Negotiation, Labor Relations, Contract Recruitment, Payroll, Resume Writing, Training, Performance Management, Employee Engagement, Human Resources, Interviews, Leadership Development, Recruitment Advertising, Executive Search, Succession Planning, College Recruiting, Coaching, FMLA, Job Fairs, Temporary Staffing, Deferred Compensation, Recruiting, Screening, HR Consulting, Job Descriptions, PeopleSoft, Employment Law, Internet Recruiting, Employer Branding, Workforce Planning, Vendor Management
Education
University of Florida
B.S, Decision and Information Sciences
The Chamberlain Group, Inc. April 2011 - Present
APAC Customer Services Inc. February 2010 - April 2011
Town of Marana September 2009 - February 2010
Tabs Direct November 2006 - August 2009
Key Bank July 2004 - May 2006
Garden Ridge 2006 - 2006
Muzak,LLC January 2000 - July 2004
Consumer Credit Counseling Services of Greater Denver February 1999 - January 2000
JCPenney November 1983 - February 1999
Skills
Employee Benefits, Employee Relations, Recruiting, FMLA, New Hire Orientations, Workforce Planning, HR Policies, Organizational..., Succession Planning, Benefits Administration, Onboarding, Deferred Compensation, Human Resources, HRIS, Performance Management, Talent Management, Talent Acquisition, Applicant Tracking..., Employee Engagement
Education
University of Colorado Denver
National Kidney Foundation of Florida Surf Programs August 2007 - Present
TeleTech October 2013 - December 2013
Law Office of Robert A. Doherty 2010 - December 2013
APAC Customer Services, Inc February 2011 - September 2013
Bankers Life and Casualty January 2010 - June 2010
Boca Java July 2006 - April 2007
Corporate Express Imaging & Computer Graphic Supplies December 1998 - January 2006
Datamax System Solutions, Inc. June 1998 - November 1998
Data Resource Group November 1993 - June 1998
Newleaf Entertainment Inc. January 1993 - November 1993
Skills
Management, Purchasing, Training, Project Management, Budgets, Program Management, Strategic Planning, Business Development, Sales, Marketing, Negotiation, E-commerce, Change Management, Customer Service, Social Networking, Pricing, Fundraising, Direct Marketing, B2B, Solution Selling, Logistics, Marketing Strategy, System Administration, Cross-functional Team..., Problem Solving, CRM, Sales Management, Data Center, Coaching, Forecasting, Integration, Operations Management, Supply Chain Management, Leadership, Social Media, Human Resources, Project Planning, Contract Negotiation, Troubleshooting, Procurement, Analysis, Strategic Public..., Public Relations, Strategic Partnerships, Retail, Outlook, Business Strategy, Advertising, Teamwork, Time Management
Education
Florida Atlantic University 1988 — 1992
BBA, Marketing Research
Palm Beach Atlantic University 1986 — 1988
AA, Computer Science
Spanish River Community 1984 — 1986
High School, General
Merritt Island High School
Angela Petersen, CPA Consulting October 2008 - Present
TRAVELCLICK, Inc March 2007 - Present
TRAVELCLICK, INC March 2007 - Present
CAREERBUILDER, LLC August 2004 - March 2007
BORGWARNER, INC July 2003 - August 2004
Protocol Marketing September 2002 - July 2003
APAC CUSTOMER SERVICES, INC September 1996 - September 2002
Skills
QuickBooks, ERP System..., Small Business...
Education
DePaul University 2004 — 2008
Masters of Business Administration, Finance
University of Northern Iowa 1991 — 1996
Bachelor of Arts, Accounting
Office Depot January 2014 - Present
Office Depot- Business Solutions Division September 2011 - January 2014
GCA Services Group November 2008 - September 2011
APAC Customer Services, Inc. November 2004 - October 2008
Office Depot 1995 - 2004
Skills
Sales Management, Account Management, New Business Development, Salesforce.com, Sales Process, Management, Cold Calling, Solution Selling, Direct Sales, Sales, Sales Operations, B2B, Selling, Strategy, Coaching, Leadership, Contract Negotiation, Outsourcing, Customer Retention, Call Centers, Sales Presentations, Key Account Management, CRM, P&L Management, Customer Satisfaction, Forecasting, Lead Generation, Time Management, Income Statement, Pricing, Business Development, Cross-functional Team..., Team Building, Strategic Partnerships, Operations Management, Customer Experience, Negotiation, Team Leadership, Training, P, Strategic Planning, Customer Service, Marketing Strategy, Process Improvement
Education
The University of Texas at Austin 1991 — 1994
Business Management
The University of Texas at Arlington
BA, Management
KM Logistics June 2011 - Present
State of Arizona November 2010 - July 2011
ClearPoint - HCO July 2009 - November 2010
Merck January 2006 - July 2009
APAC Customer Services Inc April 2000 - October 2005
Exelon Corporation September 1976 - April 2000
Skills
Culture Change, Behavioural Change, Visionary Thinking, Management Development, Vision, Employee Engagement, Performance Management, Workforce Planning, Mentoring, Strategy, Deferred Compensation, Team Building, Vendor Management, Management, Call Centers, Outsourcing, Personnel Management, Organizational..., Mergers & Acquisitions, Training, Customer Service, Executive Management, Software Documentation, Time Management, Project Management, Coaching, HR Policies, Employee Training, Labor Relations, Hiring, Career Development, Payroll, Process Improvement, Strategic Planning, Management Consulting, Consulting, Temporary Placement, Project Planning, BPO, Budgets, College Recruiting, HR Consulting, Executive Search, Performance Improvement, CRM, Benefits Administration, Technical Recruiting, Onboarding, Sourcing, Internet Recruiting
Education
City University of New York 1998 — 1999
Organizational Development, Certification
Lewis University 1981 — 1983
BA, Business
College of DuPage 1975 — 1979
AA, Business
Midcontinent Communications June 2010 - Present
URrelay, Inc December 2008 - December 2009
Iowa Health System September 2008 - December 2008
APAC Customer Services, INC May 2006 - September 2008
MCI/MCI Worldcom September 1998 - June 2004
MCI October 1994 - September 1998
Skills
Disaster Recovery, Networking, VoIP, Troubleshooting, Ethernet, Cisco IOS, TCP/IP, Integration, Project Management, Network Engineering, Business Intelligence, Cisco Technologies, Leadership, BGP, Hardware, Routing Protocols, Databases
Education
Kirkwood Community College 1988 — 1990
AAS, Electrical Engineering Technology
Linn-Mar Community School 1981 — 1985
Diploma
Hospira December 2014 - Present
Hospira February 2015 - May 2015
Hospira April 2013 - December 2014
Hospira June 2014 - August 2014
Hospira September 2011 - April 2013
APAC Customer Services, Inc May 2010 - September 2011
Ernst & Young October 2009 - May 2010
Ernst & Young June 2007 - October 2009
Skills
Internal Audit, Sarbanes-Oxley Act, Internal Controls, Auditing, IT Audit, Risk Assessment, Enterprise Risk..., Financial Risk, Management, Risk Management, Recruiting, Information Security, External Audit, Information Technology, Managerial Finance, Program Management
Education
Northwestern University - Kellogg School of Management 2013 — 2015
Master of Business Administration (MBA), Management & Strategy and Health Enterprise Management
University of Illinois at Urbana-Champaign 2003 — 2007
B.S., Management Information Systems
Pivotal Payments September 2014 - April 2015
APAC Customer Services Inc. October 2013 - April 2014
Kovasys IT Recruitment Inc. May 2013 - July 2013
McGill Rosman and Morris Goodman Cancer and Research Centre January 2012 - April 2012
Standard Chartered Bank Wholesale Banking August 2011 - September 2011
McGill University Political Science April 2011 - May 2011
McGill Model United Nations October 2010 - January 2011
Standard Chartered Bank June 2010 - August 2010
Sedna Business Consultants Pte. Ltd Singapore July 2008 - August 2008
Skills
Analysis and Research, Communication, Flexibility,..., HTML, CSS, Bloomberg, Microsoft Office, Microsoft Excel, Microsoft SQL Server, Microsoft Exchange, Photoshop, SPSS, Foreign Exchange, Economics, Econometrics, Research, Clinical Research, Marketing Research, Data Coding, Consulting, International..., Microsoft Word, Investments, Social Media, Management, Business Analysis, Recruiting, PowerPoint
Education
McGill University 2009 — 2013
Bachelor of Arts (B.A.), Economics
The British School 2007 — 2009
international baccalaureate, Economics
Red Ventures May 2014 - Present
APAC Customer Services, Inc October 2010 - May 2014
Rite Aid April 2008 - December 2008
Lowe’s Home Improvement May 2005 - January 2007
Skills
BPO, Workforce Management, Call Centers, Customer Satisfaction, Customer Experience, Management, Team Leadership, COPC, Soft Skills, Coaching, Call Center Development, Inbound Marketing, Team Management, Contact Centers
Education
North Carolina Central University 2004 — 2009
Flint Southwestern Academy 1998 — 2002
Diploma, General Studies
Genesee Area Skill Center 2000 — 2002
Qualfon October 2014 - Present
Perceptis June 2012 - September 2014
AonHewitt April 2011 - June 2012
APAC Customer Services March 2010 - April 2011
APAC Customer Services Inc. June 2007 - June 2010
SITEL Corporation November 2005 - June 2007
Convergys May 2004 - December 2005
SITEL Corporation June 2003 - May 2004
SITEL Corporation 2001 - June 2003
Skills
BPO, Workforce Management, Process Improvement, Operations Management, Leadership, Call Centers, Outsourcing, Training, Call Center, Contact Centers, Team Building, Analytics, Forecasting, Workforce Planning, Vendor Management, Business Process..., Service Delivery, Transition Management, Capacity Planning, Program Management, Customer Satisfaction, Management, Performance Management, Avaya, Employee Relations, Call Center Development, Customer Retention, Employee Engagement, Problem Solving, IEX, Project Planning, Customer Service, New Business Development, Building Strong Teams, Inbound Marketing, Planning, Scheduling, Genesys, Process Scheduler, Metrics, Offshoring, Multi-site Management, Multi-channel..., Aspect, P&L Management, COPC Registered..., Avaya Technologies, Customer Experience, CRM, Strategy
Education
University of North Carolina at Charlotte 1997 — 2001
Chapel Hill High School 1994 — 1997
Expert Global Solutions March 2014 - Present
APAC Customer Services March 2012 - March 2014
NCO Financial Systems February 2004 - March 2012
APAC Customer Services, Inc May 2000 - September 2003
Skills
Outsourcing, Call Center, Workforce Management, Management, Program Management, Forecasting, Contact Centers, Call Centers, Vendor Management, Operations Management, Strategic Planning, Account Management, Business Development, Leadership, Customer Satisfaction, Strategy, Sales, Telecommunications, Team Building, Budgets, Training, Performance Management, IEX, BPO, CRM, Integration, Process Improvement, Customer Experience, Executive Management, Coaching, Team Leadership, Business Process..., Change Management, Team Management, Call Center Development, Customer Retention, Inbound Marketing, Cross-functional Team..., Service Delivery, Recruiting, Offshoring, Avaya, Human Resources, Employee Engagement, P&L Management, ACD, Business Analysis, Telemarketing, Employee Relations, IVR
Education
Paul Smith's College 1994 — 1996
First Niagara Bank September 2015 - Present
M&T Bank August 2013 - Present
APAC Customer Services, Inc September 2009 - April 2012
Sitel February 1995 - September 2008
ClientLogic 1999 - 2003
Skills
Call Center, Customer Satisfaction, Process Improvement, Customer Service, Forecasting, Vendor Management, Outlook, Microsoft Excel, Outsourcing, Operations Management, Access, Pricing, Income Statement, RFP, Analysis, Microsoft Office, Training, Customer Support, Workforce Management, Account Management, Data Analysis, Budgets, Management, Data Entry, CRM, Microsoft Word, Analytics, Performance Management, Business Analysis, Team Building, Spreadsheets, PowerPoint, Variance Analysis, Team Leadership, Time Management, Invoicing, Business Process..., Six Sigma, Call Centers
Education
Niagara County Community College
APAC Customer Services, Inc. November 2007 - April 2011
AOL April 2005 - February 2007
UPS TeleServices August 2000 - May 2001
Ups Teleservices August 1999 - August 2000
Skills
Writing, Customer Relations, Coaching, Public Speaking, Teaching, Word, Microsoft Word, Customer Service, Management, Teamwork, Troubleshooting, Leadership, Training, Leadership Development, Social Networking, Team Leadership, Call Centers, Team Building, Recruiting, Customer Satisfaction, Editing, Microsoft Excel
Education
University of Phoenix 2002 — 2005
Masters, Adult Education and Distance Learning
Iowa State University 1973 — 1977
BS, Child Development/Elementary Education
Riverside Health System April 2014 - Present
Riverside Health System December 2011 - Present
Riverside Health System December 2011 - April 2014
Job Searching July 2011 - December 2011
APAC Customer Services, Inc July 2010 - July 2011
APAC Customer Services, Inc March 2007 - July 2010
Dominion Enterprises September 2006 - March 2007
Target Corporation July 1996 - September 2006
Skills
Employee Relations, Human Resources, Training, HR Policies, Succession Planning, Deferred Compensation, Employee Benefits, Coaching, Leadership, Team Building, Interviews, PeopleSoft, Management, Team Leadership, Workers Compensation, Customer Satisfaction, Process Improvement, Call Centers, Performance Management, Program Management, Onboarding, Customer Service, Employee Training, Recruiting
Education
Tidewater Community College 1995 — 1996
Great Bridge High School 1980 — 1984
Diploma, General Studies
Swift Transportation March 2015 - Present
H.O.P.E. Group, LLC. May 2012 - November 2014
Catamaran RX September 2013 - September 2014
Phoenix Comicon 2012 - April 2014
APAC Customer Services, Inc. August 2012 - January 2013
The Children's Center for Neurodevelopmental Studies February 2011 - June 2012
CSK AUTO, INC. February 2008 - May 2009
SULLIVAN MOVING AND STORAGE December 2005 - February 2008
Skills
Applied Behavioral..., Positive Behavior..., Alternative..., CPR/First Aid, AZ DPS Level One..., MS Windows 95-Vista, ACT! Database, Mover’s Suite -..., Microsoft Office, PeopleSoft, Sales, Microsoft Excel, PowerPoint, Time Management, Photoshop, Microsoft Word, Human Resources, Social Media, Social Networking, Accounting, ACT!, Invoicing, Event Planning, Customer Service, Blogging, Leadership, Facebook, Outlook, Training, Public Speaking, Healthcare, Event Management, Marketing, Team Building, Recruiting, Team Leadership, Public Relations
Education
State University of New York at Old Westbury 1997 — 1999
None, Business Administration and Management, General, 3.0
The South Oaks Institute Training Program 1995 — 1996
Certificate Program, Drug and Alcohol Counselor, 3.0
Farmingdale State University of New York 1985 — 1986
GED, High School Equivalence Certificate Program
Gospel Rescue Mission, Tucson, AZ August 2015 - Present
Renewal Centers July 2015 - Present
University of Phoenix May 2015 - Present
SOUTHERN ARIZONA LANDSCAPING July 2009 - Present
Southern Arizona Landscaping July 2009 - Present
John Deere September 2008 - October 2010
Manpower January 2007 - September 2008
APAC Customer Services, Inc. April 2002 - January 2007
Paloverde Real Estate January 2000 - April 2002
The Groundskeeper May 1994 - January 2000
Skills
Organizing, Community Development, Sales, Marketing Strategy, Leadership, Business Development, Advertising, Teamwork, Temporary Placement, Coaching, Leadership Development, Team Building, Recruiting, Small Business, Sales Management, Strategic Planning, Human Resources, Time Management, Fundraising, Public Speaking, Customer Service, Selling, Budgets, Business Planning, Social Networking, Training, New Business Development, Social Media Marketing, Social Media, Marketing, Entrepreneurship, Public Relations, Marketing Communications
Education
University of Phoenix 2006 — 2010
Bachelor of Science, Business Management
Client Resources, Inc. April 2015 - Present
Solutionary September 2009 - June 2014
Screenscape Studios July 2008 - September 2009
GiftCertificates.com November 2007 - July 2008
Infogroup November 2006 - November 2007
Surdell and Partners July 2005 - November 2006
Meridian, Inc. May 2000 - June 2005
APAC Customer Services, Inc. September 1997 - May 2000
MemberWorks, Inc. February 1997 - September 1997
ITI Marketing Services, Inc. February 1994 - February 1997
Skills
Business Process..., CRM, Business Development, Project Management, Strategic Planning, Direct Sales, P&L Management, Account Management, Salesforce.com, Lead Generation, SaaS, Vendor Management, New Business Development, Call Center, Solution Selling, Strategic Partnerships, Team Management, Information Security..., Network Security, Budgets, Outsourcing, Networking, Security, Marketing Strategy, Information Security, Business Continuity, Call Centers, Sales, Telecommunications, IT Management, Email Marketing, Management, Leadership, Strategy, Process Improvement, Selling, Sales Operations, Training, Customer Retention, Pre-sales, Managed Services, Customer Satisfaction, Sales Management, Professional Services, Enterprise Software, Service Delivery, Data Center, PCI DSS, Marketing, Disaster Recovery
Education
Bellevue University
BA, Business
University of Nebraska at Kearney
Bachelor of Arts (B.A.), Business
Qualfon February 2012 - Present
APAC Customer Services, Inc. January 2008 - September 2010
Affiliated Computer Services January 2003 - January 2008
CyberRep, Inc January 1999 - January 2003
IRT January 1997 - January 1999
PRC, LLC 1996 - 1997
Skills
BPO, Workforce Management, Call Center, Outbound, Outsourcing, Contact Centers, Telecommunications, Account Management, Avaya, Business Development, Business Process, Business Process..., CRM, Call Center Development, Call Centers, Change Management, Coaching, Customer Experience, Customer Retention, Customer Satisfaction, Employee Engagement, Executive Management, Inbound Marketing, Lead Generation, Leadership, Management, Offshoring, Operations Management, P, Performance Management, Process Improvement, Professional Services, Quality Assurance, Recruiting, SaaS, Service Delivery, Six Sigma, Strategy, Team Building, Team Leadership, Team Management, Technical Support, Telemarketing, Training, Vendor Management
Education
San Jose State University
Bachelor of Arts (B.A.), Mathematics
San Jose State University
Master of Education (MEd), Educational/Instructional Technology
PayPal June 2015 - Present
Citi July 2013 - February 2014
C3/CustomerContactChannels, Inc. August 2011 - June 2013
Convergys November 2008 - June 2009
Greyhound Bus Lines October 2007 - September 2008
Office Team January 2007 - October 2007
Susan Sisler, Realtor June 2006 - February 2007
Patio Pools April 2005 - October 2005
Realty Executives, Inc May 2004 - April 2005
APAC Customer Services, Inc April 2002 - September 2003
Skills
Sales, Call Center, Operations Management, Management, Recruiting, Databases, Accounting, Workforce Management, BPO, Human Resources, Data Entry, Access, Employee Benefits, Outlook
Education
Pima Community College 2010 — 2016
Liberal Arts and Sciences, General Studies and Humanities
Pima Community College 2011 — 2013
Associate of Arts (A.A.), Liberal Arts
West Corporation February 2011 - Present
West Corporation February 2005 - January 2011
APAC Customer Services, Inc. April 1996 - February 2005
Education
University of Nebraska-Lincoln 1989 — 1993
Heartland Express May 2007 - Present
APAC Customer Services, Inc. January 2007 - May 2007
APAC Customer Services, Inc. March 2006 - January 2007
APAC Customer Services, Inc. November 2003 - March 2006
APAC Customer Services, Inc. April 2000 - November 2003
Education
University of Iowa - Henry B. Tippie College of Business 1996 — 1998
BBA, Finance
Kirkwood Community College 1994 — 1996
AA, Pre-Business
APAC Customer Services June 2006 - Present
APAC November 2004 - June 2006
APAC Customer Services, Inc. 2004 - June 2006
Ceridian 1999 - 2004
Education
Indiana University Bloomington 1985 — 1990
Bang & Olufsen America August 2013 - Present
APAC Customer Services, Inc. March 2007 - July 2013
Spherion January 2004 - March 2007
Sports Authority December 1997 - October 2003
Skills
Onboarding, Employee Relations, Talent Acquisition, Recruiting, Applicant Tracking..., Performance Management, Human Resources, HRIS, Employee Engagement, Benefits Administration, Organizational..., Personnel Management, Employee Training, Vendor Management, Leadership Development, Microsoft Office, Lotus Notes, Microsoft Excel, Change Management, Microsoft Word, Workforce Planning
Education
Northern Illinois University
APAC Customer Services, INc. July 2006 - September 2007
Education
Cornell University
BSILR, Industrial Labor Relations and Business
Hotel Technology Next Generation August 2015 - Present
APAC Customer Services June 2010 - June 2014
APAC Customer Services, Inc. July 2006 - June 2010
United Airlines, Inc. April 2004 - July 2006
United Airlines, Inc. February 2000 - April 2004
Skills
Variance Analysis, Finance, Financial Reporting, General Ledger, GAAP, Financial Analysis, Process Improvement, Corporate Finance, Accounting, P&L, Forecasting, Analysis, Management, Budgets, Microsoft Excel
Education
DePaul University 1988 — 1992
The University of Iowa July 2013 - Present
ACT June 2012 - July 2013
ACT June 2009 - June 2012
APAC June 2008 - June 2009
APAC Customer Services, INC 1994 - June 2009
Skills
Red Hat Linux, AIX, VMware, Splunk, Python, Bash, Ubuntu, PostgreSQL, PHP, Perl, TeamQuest, RHN Satellite, YUM, Kickstart, OpenLDAP, OSSEC, Update Manager, ESXi, SAN, MongoDB, Nagios, Cluster, System Administration, Linux System..., RHEL, Unix, RedHat, Linux, VMware Infrastructure, Unix Shell Scripting, Servers, Shell Scripting, Troubleshooting, DNS, Security, Cisco IOS, OS X, Server Architecture, Databases, Virtualization, Disaster Recovery, Firewalls, VMware ESX, Apache, Software Installation, Operating Systems, DHCP, Puppet, Server Administration
Education
University of Iowa 1986 — 1990
OpenText October 2013 - Present
GXS Worldwide, Inc May 2012 - October 2013
Rockwell Automation March 2008 - May 2012
Progressive Insurance July 1997 - November 2007
US Army, 101St Airborne, 101st Aviation Brigade February 1991 - February 1997
APAC Customer Services Inc. 1997 - 1997
Consolidated Stores Inc, "Big Lots" 1986 - 1989
Skills
Loss Prevention, Strategy, Iso 9000, Information Technology, Project Management, Management, Leadership, Configuration Management, Vendor Management, ITIL, Disaster Recovery, Process Improvement, Integration, Troubleshooting, IT Service Management, IT Operations, Business Analysis, IT Management, Enterprise Software, Program Management
Education
Excelsior College 1990 — 1993
AS, Liberal Arts/Aviation Technology
Tektivity February 2010 - June 2013
TeleperformanceUSA January 2008 - May 2008
CIVCO Medical Solutions August 2004 - February 2006
APAC Customer Services, Inc 1999 - 2002
LinkUSA/Global Crossing 1997 - 1999
Skills
Operations Management, Strategic Planning, Customer Service, Sales Management, Operational Excellence, Project Management, Operational Planning, Business Process..., Business Planning, Sales, Strategy, Turn Around Management, Marketing, Call Center, Budgets, Call Centers, Team Leadership, Telecommunications, Start-ups, Management, Process Improvement, Leadership
Education
Coe College 1977 — 1981
BA, Business Administration
Damien Memorial High School
Tatum, a Randstad company July 2014 - Present
Material Sciences Corporation August 2008 - July 2014
Kester November 2005 - August 2008
APAC Customer Services, Inc. September 2000 - November 2005
Chicago Beverage Systems, LLC September 1997 - March 2000
CHEP 1991 - 1997
Baxter Healthcare 1988 - 1991
Skills
SEC reporting, Consolidation, GAAP, Financial Reporting, Hyperion, CPA, Essbase, Budgeting, SOX, HFM, Accounting, Fixed Assets, General Ledger, Excel, US GAAP, Internal Controls, Hyperion Enterprise, SEC filings, Process Improvement, Mergers & Acquisitions, Managerial Finance, Financial Analysis, Finance, Forecasting, Sarbanes-Oxley Act, Budgets, SEC Filings
Education
Purdue University - Krannert School of Management 1974 — 1978
BS, Accounting
Thomson Reuters September 2014 - Present
Thomson Reuters January 2014 - March 2015
Thomson Reuters August 2011 - December 2013
Thomson Reuters February 2008 - October 2011
Perficient May 2007 - February 2008
Apac Customer Services Inc July 2004 - May 2007
APAC 2004 - 2007
Skills
Hudson, Agile Methodologies, Software Development, Requirements Analysis, .NET, Software Project..., XML, Web Services, SQL, SDLC, Java, Tomcat, Scrum, Microsoft SQL Server, PL/SQL, Oracle, Configuration Management, TFS, Hibernate, SOA
Education
University of Missouri-Kansas City 2001 — 2004
Masters, Computer science & Engineering
Osmania University 1997 — 2001
Bachelors, Computer science & Engineering
Indian Creek Country Club March 2008 - Present
Metro Sports Report February 2011 - January 2014
APAC Customer Services Inc January 1999 - March 2008
Business Response, Inc January 1997 - January 1998
Business Response, Inc January 1995 - January 1997
Personal Safety Corp January 1992 - January 1995
U.S. Cellular January 1991 - January 1992
Teleconnect/MCI January 1986 - January 1991
Skills
Account Management, Sales, Competitive Analysis, Telecommunications, Consulting, Recruiting, Technical Support, Trade Shows, Banking, Profit, IT Management, Database Administration, Budgets, Call Centers, Marketing, Program Management, Leadership
Education
Loras College 1984 — 1986
BA, Business
Northeast Iowa Community College 1981 — 1983
AAS, Marketing and Management
Expert Global Solutions, Inc. April 2012 - Present
APAC Customer Services, Inc. April 2010 - April 2012
Galmont Consulting January 2010 - April 2010
Bank of America October 2007 - March 2008
LaSalle Bank Corporation/ABN AMRO Bank N.V. April 2000 - September 2007
ABN AMRO Incorporated f/d/b/a The Chicago Corporation January 1986 - April 2000
Skills
Litigation, Compliance, Employment Law, Executive Management, Risk Management, Risk Assessment, Outsourcing, Customer Relations, Due Diligence, Asset Management, Trading, Customer Service, Asset Managment, Contract Negotiation, Employee Relations, Negotiation, Leadership, Analysis, Mergers & Acquisitions, Corporate Governance, Management
Education
Chicago-Kent College of Law, Illinois Institute of Technology 1982 — 1985
JD
University of Illinois at Urbana-Champaign 1977 — 1981
BA, Finance
UTC Building & Industrial Systems September 2007 - Present
Carrier Corporation September 2007 - Present
APAC Customer Services, Inc. July 2006 - September 2007
Syracuse Research Corporation (SRC) January 2004 - April 2006
Syracuse Research Corp January 2004 - April 2006
Lockheed Martin November 1998 - January 2004
Diemolding Corporation February 1989 - November 1998
Skills
Human Resources, New Hire Orientations, Recruiting, Performance Management, Talent Management, Employee Engagement, Engineering, Hiring, Technical Recruiting, HRIS, Onboarding, Employee Benefits, Customer Service, Leadership, Cross-functional Team..., Employee Relations, Personnel Management, Deferred Compensation, Training, Project Management, Succession Planning
Education
Cornell University
BSILR, Industrial Labor Relations/HR
Onondaga Community College
AAS BA, Business Administration
Bigcommerce September 2015 - Present
Seton Healthcare Family February 2014 - September 2015
MOHELA September 2004 - February 2014
The Adam's Mark Hotels and Resorts October 2003 - September 2004
APAC Customer Services, Inc. October 1997 - March 2003
Skills
Human Resources, Employee Relations, Employee Engagement, Onboarding, Talent Management, Recruiting, Performance Management, HRIS, Organizational..., HR Policies, Training Delivery, Diversity, Training Facilitation, Training, Talent Acquisition, Employment Law, Team Building, Customer Service
Education
Lindenwood University
Master of Business Administration (M.B.A.), Management Emphasis, 3.92
Lindenwood University
Bachelor of Arts (B.A.), Human Resource Management, 3.88
Art Institute of Houston
AA, Communications
IHG - InterContinental Hotels Group January 2013 - Present
SC PROBATION September 2006 - February 2013
ADT SECURITY SERVICES, INC January 2002 - April 2006
ADT 2002 - 2006
APAC CUSTOMER SERVICES, INC January 2000 - January 2001
HARRISON FULFILLMENT SERVICES, INC January 1999 - January 2000
GENERAL ELECTRIC CAPITAL CORP January 1995 - January 1998
AMERICAN EXPRESS TRAVEL RELATED SERVICES January 1986 - January 1995
Skills
Customer Service, Customer Relations, Supervisory Skills, Call Center, Budgeting, Process Improvement, Sales Management, Profit & Loss Management, Call Center Development, Six Sigma, Sales Operations, Staff Management, Customer Retention, Law Enforcement, Collections Management
Education
North Carolina Agricultural and Technical State University 1981 — 1985
BA, Mass Communication
Peerless Network, Inc. September 2008 - Present
TelecomTransport Management (TTM) January 2009 - October 2013
APAC Customer Services, Inc. 2007 - 2008
Level3 Communications 2006 - 2008
Looking Glass Networks 2000 - 2006
MCIWorldcom 1997 - 2000
MFS Communications 1993 - 1996
Ameritech Development 1990 - 1993
Education
Northwestern University - Kellogg School of Management 1983 — 1985
Masters of Management, Finance, Acctg.
Iowa State University 1978 — 1982
Engineering
HLV
UCI-Fram January 2012 - Present
UCI-Fram Group 2012 - 2014
APAC Customer Services, Inc August 2009 - January 2012
APAC Customer Services, Inc January 2008 - August 2009
Allstate June 2006 - December 2007
Allstate August 2005 - May 2006
Allstate December 2000 - August 2005
Bed Bath & Beyond September 1997 - February 2000
Sam's Club July 1992 - September 1997
Skills
Financial Modeling, Forecasting, Analysis, Strategy, Finance, Leadership, Business Planning, Strategic Planning, Budgets, Training, Consulting, Cost Accounting, Cost Management, Managerial Finance, Cross Functional..., Sarbanes-Oxley, Variance Analysis, Financial Reporting, Internal Controls, Financial Analysis, Auditing, Financial Forecasting, Accounting, Financial Accounting, General Ledger, Account Reconciliation, Essbase, SAP ERP, Brio Query, Oracle E-Business Suite, Hyperion Planning, Hyperion HFM, Business Objects, Lawson General Ledger, VBA, Microsoft Excel, Access, SPSS, Sarbanes-Oxley Act, Strategic Financial..., Cash Flow, Financial Audits, Management, ERP, Process Improvement, SAP, Hyperion Enterprise, Business Process...
Education
Lake Forest Graduate School of Management 2001 — 2005
Master of Business Administration (MBA), Finance/Business
Minnesota State University, Mankato 1989 — 1992
Bachelor's degree, Marketing, Real Estate and Insurance, Industrial/Organizational Psychology, 3.4/4.0
Alsbridge November 2013 - November 2014
MillerCoors May 2013 - November 2013
MillerCoors February 2012 - May 2013
Lockheed Martin Aeronautics October 2009 - December 2011
United States Postal Service - National EEO Investigative Services Office September 2007 - June 2009
Alliance Data, Mail Services July 2006 - June 2008
Parago, Inc. October 2004 - March 2006
APAC Customer Services, Inc. September 2001 - September 2004
SBC/Ameritech September 1995 - January 2001
Skills
Training, Employee Training, Program Management, Process Improvement, Leadership, Change Management, Team Building, Quality Assurance, Management, Project Management, Analysis, Interviews, Budgets, Start-ups, Career Development, Customer Service, Leadership Development, Project Planning
Education
Jones International University 2006 — 2009
MEd, Corporate Training and Knowledge Management
Bethune-Cookman University 1990 — 1995
BS, Criminal Justice
Warren Industries, Inc. July 2013 - Present
Ohio Medical Corporation June 2012 - November 2012
WMS Gaming June 2012 - October 2012
APAC Customer Services, Inc. March 2012 - June 2012
Permacel May 2007 - October 2009
Goodman Packaging Equipment 2004 - 2006
Outokumpu 1996 - 2000
WMS Gaming 1992 - 1996
Skills
HRIS, Recruiting, Payroll, Workers Compensation, Labor Relations, Microsoft Excel, ADP Payroll, Management, Employee Benefits, Personnel Management, Microsoft Word, Human Resources, Training, Benefits Administration, ADP E-Time, Certified Compensation..., Retirement Benefits, Oracle HR, Industrial Safety, OSHA 30-Hour, Employee Relations, Process Improvement, PowerPoint, Certified Employee..., Global Renumeration..., Microsoft PowerPoint, Paycom, Performance Management
Education
University of Wisconsin-Parkside 1983 — 1987
BS, Business Administration & Labor and Industrial Relations
Gateway Technical College
Accounting
Lands' End January 2015 - Present
RBN Legal Counsel, LLC January 2013 - December 2014
APAC Customer Services, Inc. November 2008 - February 2012
Whitehall Jewelers Holdings, Inc. April 2006 - November 2008
Ryder System, Inc. May 2003 - April 2006
Birks & Mayors Inc. (f/k/a Mayors Jewelers, Inc., Jan Bell Marketing, Inc.), November 2001 - April 2003
Birks & Mayors Inc. (f/k/a Mayors Jewelers, Inc., Jan Bell Marketing, Inc.), June 1999 - November 2001
Carlson & Associates, P.A. (p.k.a. Carlson & Bales, P.A.) Miami, FL March 1997 - June 1999
Skills
Management, Legal Compliance, Finance, Corporate Governance, Mergers & Acquisitions, Mergers, Strategy, Process Improvement, BPO, Workers Compensation, Employment Law, Corporate Law, Intellectual Property, Employee Relations, Litigation, Compliance, Risk Management, Litigation Management, Customer Service, Contract Negotiation, Retail, Negotiation, Acquisitions, Restructuring, Leadership, Executive Management, Human Resources
Education
University of Florida - Fredric G. Levin College of Law 1994 — 1996
JD
University of Michigan 1988 — 1992
BA, Communications/Journalism
TZ Insurance Solutions August 2014 - Present
APAC Customer Services, Inc. September 2013 - March 2014
Connextions April 2013 - September 2013
Connextions July 2012 - December 2012
The Charlotte Observer December 1998 - June 2008
Skills
Newspaper, Web Design, Desktop Publishing, Direct Mail, Advertising, Magazines, Layout, QuarkXPress, Adobe Acrobat, Adobe Creative Suite, InDesign, Pre-press, Graphic Design, Image Editing, Art, Dreamweaver, Mac, Visual Communication, Packaging, Photoshop, Illustrator, Flash, Creative Direction, Brochures, Posters, Image Manipulation, Vector Illustration, Corporate Branding, Newspapers
Education
Central Piedmont Community College
Associate of Science (A.S.), Commercial and Advertising Art
ICF International April 2015 - Present
APAC Customer Services October 2004 - March 2015
APAC Customer Services, INC October 2004 - January 2006
Skills
Workforce Management, BPO, Inbound Marketing, Avaya, Process Improvement, Training, Employee Training, Training Delivery, Leadership Development, Staff Development, Operations Management, Operational Planning, Operational Excellence, Program Management, Team Management, Team Building, Teamwork, Team-oriented, Hardwork, Financial Reporting, Project Finance, Financials, Microsoft Office, Microsoft Excel, Microsoft Word, Microsoft Exchange, Email, Email Archiving, Team Leadership, Educational Leadership, Situational Leadership, COPC, CRM, Call Center Development, Contact Centers, Employee Engagement, Outsourcing, Outsourcing Management, Service Delivery, Telemarketing, Vendor Management, Leadership, Customer Service, Recruiting, Coaching, Call Centers, Management, Customer Satisfaction, Customer Experience, Performance Management
Education
St. Lawrence University 2000 — 2004
BA, Sociology, History, Education
IVSG LLC 2009 - Present
MSX International October 2006 - 2009
VinPlus LLC 2005 - 2006
NAT Solutions Inc 2002 - 2005
APAC Customer Services Inc 1999 - 2001
Credit Management Solutions Inc 1998 - 1999
CDK Global 1992 - 1998
Thomson Reuters 1985 - 1992
PricewaterhouseCoopers 1974 - 1984
Skills
Leger is a seasoned and...
Education
McGill University 1974 — 1978
Chartered Accountant
Concordia University 1975 — 1977
Master of Business Administration (MBA), International Finance, Honours
McGill University 1968 — 1973
Bachelor of Commerce (B.Com.), Economics, Honours
Chicago Housing Authority September 2014 - Present
The Art Institute of Chicago June 2007 - September 2014
APAC Customer Services, Inc. June 2006 - June 2007
AON Consulting April 2003 - February 2006
Hewitt Associates October 2002 - April 2003
Dfiant Filmworks May 1999 - October 2002
Kemper Teleproductions October 1995 - May 1999
Skills
Benefits Administration, New Hire Orientations, Human Resources, Employee Benefits, HRIS, PeopleSoft, COBRA, Health & Welfare..., 401k, FMLA, Employee Relations, Digital Photography, Personnel Management, Leaves Of Absence, New Hire Orientation, Fine Art Photography, Street Photography, Travel Photography, Photojournalism, Independent Film, Digital Video, Music, Mixtapes, Music Review, Arts, Open Enrollment, ERISA, Onboarding, Vendor Relations, Vendor Management
Education
Columbia College Chicago 1991 — 1995
Bachelor's Degree, Cinematography and Film/Video Production
Suddenlink Communications July 2014 - Present
APAC Customer Services, Inc. July 2013 - December 2013
Texas Virtual Academy January 2013 - July 2013
Academy Sports & Outdoors July 2012 - December 2012
Self Employeed - Caregiver November 2010 - January 2012
JPS Health Network March 2007 - October 2010
Mansfield Independent School District February 2006 - March 2007
Dillards June 2005 - January 2006
Personal Choice Senior Care September 2002 - June 2005
ExxonMobil October 2000 - September 2002
Skills
Systems Analysis, Training, HTML, Microsoft Powerpoint, Microsoft Excel, Learning Management..., Compliance, Retail, Data Analysis, Database Design, Database Administration, Requirements Analysis, Requirements Gathering, Software Requirements, Business Requirements, Model 204, Visual Basic, Customer Service, DB2, SDLC, SQL, C++, Vendor Management, Mainframe, COBOL, CICS, JCL, VSAM, Software Installation, E-Learning, Entrepreneurship, System Testing, System Design, User Acceptance Testing, Business Intelligence, Business Analysis, Business Process..., Business Planning, Collaboration, Public Speaking, Sales, Unix, Information Technology, New Hire Orientations, Toastmasters, TSO, Teaching, Teaching Adults, Call Centers, Corporate Training
Education
The University of Dallas 1994 — 1996
Master of Business Administration (MBA), Telecommunications Management
The University of Texas at Arlington 1979 — 1982
Bachelor of Business Administration (BBA), Computer Systems Analysis
Citi April 2005 - Present
APAC Customer Services, Inc May 2001 - April 2005
MBNA America July 1990 - May 1999
Skills
Call Centers, Leadership, Management, Credit, Performance Management, Recruiting, Training, Employee Relations, Customer Satisfaction, Banking, Relationship Management, Operations Management, Team Management, Human Resources, Team Building, Coaching, Customer Experience, Risk Management, Sales, Vendor Management, Time Management, Process Improvement, Analysis, Software Documentation, Call Center, Credit Cards, Team Leadership, Customer Service, Workforce Management, Employee Training, Employee Engagement, Teamwork, Microsoft Excel, Microsoft Word, Payroll, FMLA
Education
University of Phoenix
Bachelor of Science, Business Management
Santa Rita High School
Diploma
Expert Global Solutions Inc February 2012 - Present
APAC Customer Services, Inc. May 2005 - May 2012
APAC Customer Services, Inc. May 2002 - April 2005
APAC Customer Services, Inc. August 2000 - April 2002
Arthur Andersen May 1995 - July 2000
Education
Northern Illinois University - College of Business 1993 — 1995
Masters of Science, Finance
Bradley University 1989 — 1993
Bachelors of Science, Finance
Abbott Laboratories April 2012 - Present
CVS Caremark Corporation May 2008 - April 2012
APAC Customer Services Inc March 2006 - April 2008
PwC June 2005 - January 2006
Accenture January 2004 - April 2005
Skills
Business Analysis, Cross-functional Team..., SDLC, Competitive Analysis, Microsoft Excel, Pharmaceutical Industry, Product Launch, Medical Devices, Pharmaceutical Sales, Strategy, Biotechnology, Oncology, Business Strategy, Business Process..., Performance Enhancement, Relationship Management
Education
Keller Graduate School of Management of DeVry University
Master of Business Administration (MBA), Finance and Financial Management Services
DePaul University 2009 — 2010
Industry Certification, Project Management Certified
CVS Caremark – Operations Excellence 2010 — 2010
Industry Certification, Lean Six Sigma Yellow Belt
DePaul University 1999 — 2003
Bachelor of Science (BS), Computer Science and Marketing
Meta Payment Systems January 2014 - Present
First Data Corporation September 2011 - November 2013
First Data Corporation August 2010 - September 2011
First Data Corporation August 2007 - August 2010
InfoUSA January 2007 - August 2007
Century Development, LLC January 2006 - December 2006
Tru-Colors Painting & Wallpapering, Inc July 2004 - December 2005
APAC CUSTOMER SERVICES, INC. November 2000 - June 2004
FIRST DATA CORPORATION / CITATION TELESERVICES, INC. May 1997 - October 2000
CONVERGYS / MATRIXX MARKETING / WATS MARKETING February 1981 - April 1997
Skills
Call Center..., IVR, Credit Cards, Debit Cards, Gift Cards, Payment Card Processing, Payments, Mobile Payments, Electronic Payments, Project Management, Product Management, Call Centers, Cards, Financial Services, Payment Systems, Prepaid Cards, Call center start-up, Mobile Technology, Product Design, Data Mining, Operating Systems, Payroll, Incentive Programs, Stored Value, Merchant Services, Payment Gateways, E-payments, Acquiring, Strategy, Transaction Processing
Education
University of Nebraska at Omaha
Business Administration, Management and Operations