Dynamic and ambitious professional eager to utilize superior customer service, communication and training skills toward supporting the operations goals of a progressive organization. Proven management capabilities with the ability to train, mentor and motivate a high performance team. Core competencies include:
Training and Mentoring
Teambuilding and Development
Manage Multiple Tasks
Provide Leadership and Direction
Advanced Speaking and Presentation Skills
Business Analysis & Process Improvement
Cultivate Internal & External Alliances
Deliver Measurable Results/Quantify Outcomes
Driven to Succeed and Exceed Goals
Quick to Foster Confidence/Gain Trust
Verizon Wireless, Warren, NJ and Laurel, MD (2002 to 2009)
Curriculum Development Consultant, Government Accounts (2006 to 2009)
Developed and implemented strategic sales training within the Government Sales teams; authored instructions, developed design documentation and project managed all aspects of course development.
Produced highly effective learning tools integrating various teaching methodologies and considering adult learning styles in course development; provided ongoing analysis to determine program effectiveness, and provided solutions to Area Curriculum Liaisons and Workforce Development partners.
Demonstrated success in interacting with senior leadership to identify, create and implement training materials to support key business initiatives; produced exceptional results with tenacity, self-confidence, and an ethical character that elicits respect.
Supervisor, Federal Accounts (2004 to 2006)
Provided leadership and oversight for a team of Federal Account Liaisons providing end to end customer service for the Federal Government including; GSA, OPM, HUD, OPM, IRS, EEOC, DOI, ARC and Smithsonian Institute of Technology.
Led training and development initiatives to build a high performance team; delivered ongoing training and mentoring, conducted performance reviews and ensured compliance with customer service standards and directives.
Performed extensive data analysis to maximize quality, customer service indicators, and pricing plans; ensured compliance with clients requests to achieve best cost scenarios for service.
Marketing Consultant/Project Manager (2002 to 2004)
Spearheaded efforts to develop and implement customer service standards for the Global Phone initiative; interacted with departmental leaders to identify deficiencies and strategize requirements to ensure superior customer service.
Led companywide customer service calls with vendors and internal departments to evaluate program progress, and identity areas of opportunity.
Worked extensively with the National Training Team Partner to gather and facilitate communications training to roll out the program, nationwide; provided project management leadership to create project plans and ensure deliverable on time, and on budget.
Northwest Hospital, Randallstown, MD (2008) Unit Clerk/Emergency Room
Maintained accountability for managing customer service initiatives, electronic charting, patient discharges and location changes in a very busy medical environment.
Effectively interacted within a multi-disciplinary team of physicians, nursing staff and specialists to provide relevant information on patients, updated physicians on ER schedules, and routed inquiries and emergencies as required.
Certificates: Effective Managerial Coaching and Counseling, The Situational approach of Interviewing, Effective Business Writing, Managing Conflict Resolution, Business as Unusual for Managers, Adobe Connect 1, 2, 3 and 4,
Outstanding Communication Skills, and Civil Treatment for Managers
Computer Proficiency: Microsoft Word, Excel, PowerPoint, Outlook, Internet, Curriculum Templates, Cerner (Northwest), and Microsoft Project.
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