To obtain a position with a company that continuously offers opportunity for growth utilizing my skills and abilities, with a challenging and divers work environment.

COMPANY	POSITION HELD	DATES WORKED
(Confidential)	Manager	7/2009 - Present
(Confidential)	Individual Contributor	10/2008 - Present
CVS/Caremark	Manager	1/2007 - 5/2008
Jerry Ulm Dodge	Individual Contributor	5/2006 - 11/2006
Verizon Wireless	Individual Contributor	11/1997 - 4/2006

SCHOOL	MAJOR	YEAR	DEGREE
Columbia College	Sound Engineering	1996	Bachelor Degree
Texas Tech University	Communications	1994	Associate Degree

Highlights:

Implemented real time adherence project; worked with management to implement new daily Adherence adjustments instead of monthly adjustments. Reduced operating costs by 300+k by making real time decisions to reduce employee hours, offering overtime or canceling over time. Also offered optional unpaid time off.

Companies I like:

Chase, Humana, Verizon, Coke, Franklin Templeton, T-Mobile, Metlife, HSN, Jabil Circuit, Bright House, United Health, Well Care, Paychex

Technical- Ability to create and read construction drawings of multiple disciplines
Data Networking - LAN / WAN
Classroom Setup and Planning
Vendor Management
MS Excel, Word and Power Point
Budget and Planning Management
Professional Development and Coaching
Technology/Needs Assessments
Negotiating
Communications
Customer Service
Organized
Project Management
Time Management
Multi Tasking

• Avaya
• Rockwell
• Microsoft apps.
• Project Management
• Resource Management
• Interday Management
• Totalview IEX
• Aspect eWorkforce Management

Managed day-to-day resources and operations of 600+ associates. Accountable for monitoring and meeting service level goals for each contract. Maintained proper customer service levels by analyzing current call volume and associates skill set. Directed off line employee coaching and development, team meetings and follow up work. Kept track of off line hours each month and reported off line activities to operations management. Assisted with month end reports for AHT, Adherence, transfer rate, calls handled, calls abandoned, calls transferred, and total calls handled for each queue.