Dynamic, articulate and ambitious Business Professional and Military Veteran with broad based experience in training/development, customer service and operations management, eager to contribute strong communication, organization and leadership talents toward supporting the goals of a progressive employer in an Administrative role.  Currently pursuing a Bachelors Degree in Business Administration.

Core Competencies

   Cultural Awareness/Diversity Initiatives

   Business Analysis/Process Improvement

   Strong Customer Service Skills

   Persuasive and Effective Communicator

   Strong Organization and Planning

   Develop Relationships/Influence Decisions

   Effectively Manage Multiple Projects

   Technologically Savvy/Computer Literate

   Problem Solving and Resolution

   Hold Secret Security Clearance

2010 to Present:  Sprint, Hot Springs, AR - Training Specialist

   Provide critical training, development and staff leadership for 125+ Customer Service Agents; lead classroom facilitation to increase productivity, efficiencies and customer satisfaction indicators in call handling and problem resolution goals.

   Support 5 Trainers in the development of measurement benchmarks and instructional design; provide instrumental feedback, coaching and mentoring to enhance performance and impact business outcomes.

   Provide ongoing coaching and mentoring and communicate departmental feedback to management team; gain reputation as an effective and knowledgeable trainer with an in-depth understanding of corporate goals and requirements.

2009 to 2010:  ACCENT Marketing, Hot Springs, AR - Customer Service Representative

   Leveraged exceptional communication, problem solving and client relationship management talents to effectively respond and resolve to a high volume of customer inquiries and complaints.

   Managed an influx of daily calls in a call center environment; applied solid sales talents in explaining and influencing decisions on new products, rate plans and services opportunities.

   Created a dynamic, interactive customer service experience; achieved exceptional success and received accolades for expertise, named Subject Matter Expert and was selected to assist in training new Customer Service Representatives.

   Ranked #1 for First Call Resolution  and #2 for Issue Resolution , center-wide.

2002 to 2008:  United States Air Force, Malmstrom Air Force Base, MT

Fitness Specialist Supervisor

   Provided oversight for 6+ staff members at the base Fitness Center; completed annual performance evaluations, managed inventory and business office duties, and redesigned employee feedback processes which were adopted as best practices , companywide.

   Developed on-base activities to engage military personnel and family members.

In Progress:  DeVry University - BA, Business Management with a focus on Finance

Member, US Air Force Reserves