1. Renee Hester-Musselman
20437 East Flora Drive, Aurora, Colorado 80013, H: (303) 766-4256//C: (303) 356-4894 E: renee.hester.musselman@gmail.com
P R O F E S S I O N A L S U M M A R Y
Visionary Operations Executive with solid experience in managing all levels of multiple projects including
business process development, training, time management, and administration. Expert in building and retaining
high performance teams utilizing development and motivation opportunities of skilled professionals to achieve
company goals.
C O R E Q U A L I F I C A T I O N S
 Employee Training and Mentoring  Time Management
 Business Process Development  Technical Support Functions
 Problem Resolution  Total Quality Management
 Work Flow Planning  Cross Cultural Communication
E X P E R I E N C E
Sprint, Englewood, CO Oct 2001-April 2016
Customer Care Segment Ten High Value/Leasing/Team POC and Trainer
 Trained and mentored newly hired employees on how to handle customer calls with ease. Educated on how to
de-escalate and how to show confidence in order to produce a happy and satisfied customer experience.
 Implemented process using instructional tools and guides which included handouts utilizing Excel and
PowerPoint presentation styles including pie charts, graphs, screen shots, and pictures.
 Guided employees to increase quality and ensured resolutions were provided correctly for first contact decision
of all issues.
Process Coordinator and Trainer/Back Office and Work at Home Leader
 Developed process documentation utilizing Excel forms and formats and instructional tools for all back office
and work at home procedures.
 Created tracking system utilizing Excel for all requests for new wireless lines of service from internal
customers.
 Trained employees on the processes and procedures using both verbal and non-verbal communication styles.
 Ensured 100% quality in all work completed utilizing the instructional tools and process documentation.
 Identified process improvement needs, and implemented new suggestions into the instructional tools which
decreased the handle time of a transaction by twenty five percent.
 Strengthened company’s business by leading implementation of Employee Phone Audit program saving the
company over $500,000/year.
 Spearheaded cross-cultural initiative to achieve cohesion between Nextel and Sprint systems and processes
when the two companies merged. This included testing and implementing cross system functionality between
the two different ordering and billing systems and the cultural differences between the two corporations.
Sales Support Advisor/Activations Representative
 User Acceptance Testing (UAT) to develop procedures in order to alleviate errors in multiple billing systems.
 Provided confidential information to internal customers in regards to forgotten logins or passwords.
 Leader for our team during the multiple system changes and roll-outs.
 Ensured quality control guidelines were maintained.
 Utilized both verbal and non-verbal communication skills with employees, customers, and dealers when
resolving issues with a one-touch approach.

2. E D U C A T I O N
Bachelor of Science in Business Administration with an Emphasis in Management May 2004
Regis University, Englewood CO
Associate of Applied Science in Business Administration May 1995
Arapahoe Community College, Littleton, CO
 Member of Phi Theta Kappa
A C C O M P L I S H M E N T S
 Consistent Employee of the Month Award recipient. (Sprint)
 Multiple Circle of Excellence Yearly Award nominee and recipient. (Sprint)
 Participated in an audit project saving $2,000,000 in a 3 month period. (Rhythms)
 Employee of the Month for March, 2001 and Company Recognition for outstanding performance. (Rhythms)
A D D I T I O N A L S K I L L S
 Microsoft Office Proficiency with emphasis in Excel, Word, Access and PowerPoint.
 DSL (Digital subscriber Line) Experience including closing and opening loops with all types of local
exchanges.
 Aviation Insurance Underwriting which included writing specialized wording for Property and Workers’
Compensation policies. Created tracking system for all aircraft insured utilizing Microsoft Access.
 Adept in the processing of Property and Casualty Claims.