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yyyyyy x. yyyyyy

(xxx-xxx-xxxx •



profile of qualifications


quality- and results-focused business / marketing professional specializing in delivering world-class service, driving operations growth, and developing strategic business improvement programs eager to maximize an employer s success.  top achiever who actively promotes an organization s vision, value, and goals to ensure profitable industry-wide performance.  excellent communicator who can plan, delegate, and complete multiple project tasks within deadline- and budget-driven environments.  integral leader who can build loyal and customer-oriented teams.  ambitious self-starter who demonstrates strong attention-to-detail and sharp analytical and problem-solving skills.



career highlights


         recognized for hard work and job dedication with top-ranked 2005 end-of-year assessment for exceeding company expectations.

         received numerous written commendations for superior customer service and solid team player initiatives between 2004 and 2005.

         achieved 1997 s above and beyond award for contributing beyond the scope of set job responsibilities and attained a president s award for providing 1st class customer service, as personally chosen by the president of ameritech cellular.

         honored with the highest employee award within the ameritech family as chosen by the ceo 1997 s chairman s award.



professional synopsis


rockwell collins, inc., cedar rapids, ia                                                                                                                                      2006 c 2008


engineering project specialist / training coordinator

         applied dynamic leadership talents toward directing a flight management systems (fms) department to include overseeing a wide angle augmentation systems (waas) project under u.s. government development to improve search and rescue capabilities.

         optimized departmental efficiency by organizing and leading monthly technical project reviews, tech topic meetings, and risks & opportunity meetings to educate teams on future growth strategies, resolve key project issues, and encourage valuable staff feedback.

         built top-performing teams by creating and delivering high-quality, cost-effective training programs to include organizing, producing, and displaying instructional videos; coordinating supplemental monthly tech topics trainings; and monitoring all staff development efforts.

         disseminated critical departmental data and liaised among it and fms personnel to plan for future drive space needs, recovery of data, and ease of fms drive use, along with properly securing all storage drives in compliance with international security laws.


u.s. department of homeland security transportation security administration, cedar rapids, ia             2004 c 2006 / 2008


supervisory transportation security officer (2008)

         drove transportation security success by managing all checkpoint and checked baggage screening areas to include actively ensuring the safety of national air travel by concurrently supporting high-quality customer service standards and strict adherence to set sops.

         interfaced with senior-level management and headquarters to provide feedback on operational activity, along with creating resourceful professional relationships with law enforcement, fbi, air marshal, and airline staff / employees to optimize security processes.

         expertly performed in- and out-briefing sessions with teams to discuss new international / national / local threats and / or vulnerabilities.


transportation security officer / acting lead screener (2004 c 2006)

         strategically steered national transportation systems efforts to ensure freedom of consumer / commercial movement by providing superior customer service to include handling all x-ray analysis, passenger / baggage searches, and objective discovery options.

         planned and delegated individual and team assignments to maximize use of resources and meet key transportation security objectives.


ameritech cellular / cingular wireless, rantoul, il / ocala, fl                                                                                           1997 c 2002


customer service manager (2000 c 2002)

         achieved advantageous team performance by effectively coaching and developing consultants in diverse facets of billing, technical, and switch management areas to include maintaining accountability for all profit-focused daily, weekly, and monthly report deadlines.

         authored and delivered objective consultant performance reviews to encourage high levels of company loyalty and low turnover rates.


senior consultant (1999 c 2000)

         utilized broad scope of industry and professional services knowledge to promptly respond to and efficiently resolve technical issues and customer concerns to include recommending value-added services to support customer satisfaction and retention goals.


customer service consultant (1997 c 1999)

         met and / or exceeded set customer service goals by contributing strong analytical abilities toward handling comprehensive billing and technical issues to include supporting peers with developing task short-cuts, effective call flow patterns, and solid listening skills.





bachelor of science in marketing (dean s list)                                                                                                       illinois state university

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