The document provides a summary of Alexandra Wilder's professional experience and qualifications. She has over 15 years of experience in customer relations, account management, and program management. Her background includes managing customer service teams, accounts receivables, and strategic accounts. She is proficient in various skills including communication, research, and event planning.
This document provides a summary of Candace P. Yarbor's qualifications and experience. It lists her core competencies such as analytical skills, project management, and leadership. It also provides a technology summary and details her professional experience including positions at DriveTime Automotive Group, Absolute Home Care, Towers Watson, South & Western, FedEx Office, and Krofron Investments. It concludes with her education including a bachelor's degree from the University of Phoenix and certifications in real estate and Six Sigma.
Christina Call-Langworthy is seeking a leadership position that utilizes her 10+ years of experience in security management. She currently works in security for Orlando Health, where she promotes safety and security, develops teams, and follows the company's values of respect, ethics, accountability, compassion, and trustworthiness. Previously, she held security roles at Walt Disney World and worked as the Director of Operations for a congressional campaign, overseeing a staff of over 500 volunteers across three counties.
Sontina Weal has over 20 years of experience in the mortgage industry, currently working as a Principal Coordinator at Capital One. She coordinates the processing of residential mortgage applications to ensure they are processed efficiently. Previously she worked as a Mortgage Specialist at Capital One, performing all aspects of administration for conventional loans. She has a track record of consistently ranking as a top performer and receiving awards for her work.
Value Proposition Mkting Plan Jag 1 29 09juliegenesse
Julie Genesse has experience leading organizational development and human resources initiatives in large companies. She has a background in finance and international business. Some of her strengths include developing work plans, leading teams, and thinking innovatively. She enjoys taking on complex challenges and integrating feedback to improve her skills. Her value proposition involves strategic talent management, leadership development consulting, and human resources project management. Her target industries include insurance, financial services, manufacturing, and large non-profits.
Cairyn Alley has over 15 years of experience in human resources, banking, and customer service roles. She holds a Bachelor of Business Administration and Bachelor of Business Management from McKendree University, and is pursuing dual Master's degrees in Human Resource Management and Human Resource Development from Webster University expected to complete in December 2016. Her experience includes roles in clinical auditing at Humana, mortgage processing at Bank of America, merchant services support at Bank of America, and branch sales and service at National City Bank. She has strong communication, research, planning, organizational, and management skills.
Denise Buel has over 16 years of experience in mortgage operations management. She has a strong focus on underwriting, closing, processing and secondary market loans. Currently she is a VP Manager at Commonwealth Bank and Trust Company where she manages a team that provides mortgage underwriting, processing, closing and post-closing services. She has experience implementing process improvements and ensuring regulatory compliance. Buel is proficient in risk analysis and has experience managing teams and developing business opportunities in the mortgage industry. She is willing to relocate to areas including Charlotte, NC and Tampa, FL.
Michael R. Kirby is an accomplished C-level executive with over $2B in revenues and experience leading up to 1,700 personnel. He has expertise in organizational transformation, maximizing productivity, and leading global talent. His leadership style encourages challenge, risk-taking, and clear vision/strategy set through collaboration. He believes delegating authority while creating accountability motivates staff. His vast international experience has taught him how different cultures approach customers/partners and the importance of operating ambiguously with subtle solutions.
Praxiom Risk Management is a company that provides risk management solutions tailored to each client's specific needs and industry. They focus on assessment, strategy, solutions, and results rather than just providing insurance. Several clients praise Praxiom for their personalized attention, knowledge, and consultative approach to developing comprehensive risk management programs. Praxiom pledges to understand each client's business in depth in order to best advise them on risk management strategies for long-term success.
This document provides a summary of Candace P. Yarbor's qualifications and experience. It lists her core competencies such as analytical skills, project management, and leadership. It also provides a technology summary and details her professional experience including positions at DriveTime Automotive Group, Absolute Home Care, Towers Watson, South & Western, FedEx Office, and Krofron Investments. It concludes with her education including a bachelor's degree from the University of Phoenix and certifications in real estate and Six Sigma.
Christina Call-Langworthy is seeking a leadership position that utilizes her 10+ years of experience in security management. She currently works in security for Orlando Health, where she promotes safety and security, develops teams, and follows the company's values of respect, ethics, accountability, compassion, and trustworthiness. Previously, she held security roles at Walt Disney World and worked as the Director of Operations for a congressional campaign, overseeing a staff of over 500 volunteers across three counties.
Sontina Weal has over 20 years of experience in the mortgage industry, currently working as a Principal Coordinator at Capital One. She coordinates the processing of residential mortgage applications to ensure they are processed efficiently. Previously she worked as a Mortgage Specialist at Capital One, performing all aspects of administration for conventional loans. She has a track record of consistently ranking as a top performer and receiving awards for her work.
Value Proposition Mkting Plan Jag 1 29 09juliegenesse
Julie Genesse has experience leading organizational development and human resources initiatives in large companies. She has a background in finance and international business. Some of her strengths include developing work plans, leading teams, and thinking innovatively. She enjoys taking on complex challenges and integrating feedback to improve her skills. Her value proposition involves strategic talent management, leadership development consulting, and human resources project management. Her target industries include insurance, financial services, manufacturing, and large non-profits.
Cairyn Alley has over 15 years of experience in human resources, banking, and customer service roles. She holds a Bachelor of Business Administration and Bachelor of Business Management from McKendree University, and is pursuing dual Master's degrees in Human Resource Management and Human Resource Development from Webster University expected to complete in December 2016. Her experience includes roles in clinical auditing at Humana, mortgage processing at Bank of America, merchant services support at Bank of America, and branch sales and service at National City Bank. She has strong communication, research, planning, organizational, and management skills.
Denise Buel has over 16 years of experience in mortgage operations management. She has a strong focus on underwriting, closing, processing and secondary market loans. Currently she is a VP Manager at Commonwealth Bank and Trust Company where she manages a team that provides mortgage underwriting, processing, closing and post-closing services. She has experience implementing process improvements and ensuring regulatory compliance. Buel is proficient in risk analysis and has experience managing teams and developing business opportunities in the mortgage industry. She is willing to relocate to areas including Charlotte, NC and Tampa, FL.
Michael R. Kirby is an accomplished C-level executive with over $2B in revenues and experience leading up to 1,700 personnel. He has expertise in organizational transformation, maximizing productivity, and leading global talent. His leadership style encourages challenge, risk-taking, and clear vision/strategy set through collaboration. He believes delegating authority while creating accountability motivates staff. His vast international experience has taught him how different cultures approach customers/partners and the importance of operating ambiguously with subtle solutions.
Praxiom Risk Management is a company that provides risk management solutions tailored to each client's specific needs and industry. They focus on assessment, strategy, solutions, and results rather than just providing insurance. Several clients praise Praxiom for their personalized attention, knowledge, and consultative approach to developing comprehensive risk management programs. Praxiom pledges to understand each client's business in depth in order to best advise them on risk management strategies for long-term success.
Mona Modi is seeking a position in human resources and has over 7 years of experience in roles such as operations manager, guest attendant, and administrative assistant. She has a bachelor's degree in technical management from DeVry University and commerce from the University of Mumbai. Modi has strong computer, administrative, communication, and customer service skills.
I am very happy to discuss details further as I am actively seeking positions, Remote or Dallas-based, in a Strategic Leadership capacity for Project Management that is Marketing and/or Communications based and customer focussed in nature, creative, as my strengths to contribute to creatively and passionately to a great organization!
I am very happy to discuss details further as I am actively seeking positions, Remote or Dallas-based, in a Strategic Leadership capacity for Project Management that is Marketing and/or Communications based and customer focussed in nature, creative, as my strengths to contribute to creatively and passionately to a great organization!
Lisa Oglesby has over 20 years of experience in business development, project management, and compliance, focusing on the healthcare, government, and nonprofit industries. She currently serves as the Director of Women's Health Programs and Outreach at Brandywine Women's Health Associates, where she manages a grant program involving 33 marketplace guides. Previously she held project management and account management roles at Xerox Corporation and Kellogg Sales Company. She has a Juris Doctor degree from the University of Maryland School of Law and a Bachelor's degree in Marketing from the University of Maryland.
Jennifer Martin has over 15 years of experience in business development, account management, marketing, recruiting, and staffing. She has a proven track record of consistently reaching and exceeding sales goals. Her skills include customer relations, marketing, event planning, public speaking, and software proficiency. She has worked in recruiting, staffing, and business development roles for various companies.
The document is a resume for Vicky Ruegsegger summarizing her over 20 years of experience in human resources leadership and general management. She has held various HR roles including recruiting, benefits administration, payroll, and employee relations. Her experience spans multiple industries and includes establishing HR departments, managing staff, and partnering with leadership teams.
This document is a resume for Brandy Carter summarizing her experience and qualifications. She has over 15 years of experience in client services, financial planning, and business administration. Her most recent roles include Client Services Consultant for Rhaeme & Gorrell Wealth Management, and previously as Client Services and Financial Planning Administrator for Miller-Green Financial Services. She also has experience as Department Manager for Lowe's Home Improvement and Office Manager for CWB Contractors.
Jennifer F. Martin has over 10 years of experience in business development, recruitment, and customer service. She has a proven track record of consistently reaching and exceeding sales goals. Her skills include full cycle recruitment, customer relations, marketing, public speaking, and managing multiple tasks. She has held roles such as Business Development Director, Business Development Manager, and Branch Manager where she developed new customers, recruited and placed candidates, and managed teams.
Dariel Amaro has over 15 years of experience in management roles, including as a General Manager at McDonald's and Colley Group Inc. She has a Bachelor's degree in Business Administration and Hamburgerology. Her skills include leadership, problem solving, teamwork, organizing, planning, management, and strong communication abilities in English and Spanish. She is seeking new opportunities to utilize her experience in management, administration, and customer service.
Mariham is seeking a career in a professional international organization where she can apply her skills in areas like project administration, business operations, public relations, training, and sales and marketing. She has over 5 years of experience in roles like public relations manager, office manager, and customer service officer. Her experience includes managing events and communications, overseeing administrative tasks, and serving customers at a bank. She is proficient in Microsoft Office and has a bachelor's degree in commerce and business administration.
Marna Fitzpatrick is a marketing and project management professional with over 15 years of experience managing clients and projects in various industries. She has a proven track record of successfully managing budgets, timelines, and teams. Fitzpatrick is passionate about using her skills in digital marketing, client relations, and creative strategy to move brands forward.
Jeannie Hill has over 20 years of experience in business operations, office management, and property management. She has a proven track record of managing day-to-day operations, budgets, and staff. Most recently, she served as Deputy Regional Director for Texas State Senator Bob Deuell for nearly 10 years, where she assisted constituents, coordinated the Senator's schedule, and collaborated on legislative boards. Prior to that, she was the Property Manager of Crossroads Mall in Greenville, Texas, where she oversaw all daily mall operations and achieved strong financial results.
Mariham is seeking a career in a professional international organization where she can apply her skills in areas like project administration, business operations, public relations, training, and sales & marketing. She has over 5 years of experience in roles like public relations manager, office manager, and customer service officer for various organizations in Dubai. Her educational background includes a Bachelor's degree in Commerce and Business Administration.
Julie A. Heimkes is an experienced client management and consulting professional with over 25 years of expertise in technical training and senior account management roles within the public safety industry. She is seeking a new opportunity to leverage her skills in areas such as account management, product consulting, training, and development. Her resume outlines her extensive career history managing accounts and sales territories, developing innovative sales strategies, and generating new business for organizations including Motorola Solutions, Interact Public Safety Solutions, and TUSA Consulting Services.
Joshua Maynard has over 21 years of experience leading teams across various industries. He has a proven track record of driving high performance through strategic thinking, problem solving, and people-focused leadership. Maynard has experience in roles such as Director of Operations, Chief Information Officer, and Commander, where he was responsible for teams, projects, budgets, and business results. Throughout his career, he has delivered organizational improvements such as process efficiencies, cost reductions, and increased productivity.
Becky Brown is seeking a career utilizing her 28 years of experience in customer service, office management, sales, and heavy equipment operation. She has extensive qualifications including training certifications in OSHA safety, flagging, equipment operation, and human resources management. Her background includes roles in payroll, accounting, customer service, and public relations. She is proficient in Microsoft Office applications and has experience resolving customer and employee issues. References are provided from her time working in construction, equipment sales, and automotive industries.
Becky Brown is seeking a career utilizing her 28 years of experience in customer service, office management, sales, and heavy equipment operation. She has extensive qualifications including training certifications in OSHA, flagging, equipment operation, and human resources. Her background includes roles in payroll, accounting, customer service, and public relations. She is proficient in Microsoft Office applications and has experience resolving customer and employee issues. References are provided from her time working in construction, equipment sales, and automotive industries.
Lisa Scarsella has over 25 years of experience in strategic planning, project management, client relations, and business development in the healthcare and financial services industries. She has a track record of leading successful implementations of new products and accounts, improving processes, and motivating teams. Currently she works as a Program Coordinator consulting on product development and implementations at BCBSIL.
The document is a resume for Vaughn Moler that highlights their experience in customer service management, event management, project management, and mediation. Moler has over 20 years of experience developing customer service programs, marketing initiatives, and training programs. They are skilled in analyzing problems, resolving issues, and implementing solutions to increase efficiencies. Their career includes roles as a senior mediator, flight attendant, and arbitrator where they successfully negotiated resolutions in over 8,000 contractual grievances.
Jose Paula has over 10 years of experience in financial services working as an agent and financial advisor. He has exceeded his annual sales goals by an average of 6% each year. He won an award for selling 63% more policies than any other agent. Previously he worked at Citigroup managing a client services team and at BNYMellon overseeing operations and investment plans. He has a bachelor's degree in economics and an associate's degree in finance.
Mona Modi is seeking a position in human resources and has over 7 years of experience in roles such as operations manager, guest attendant, and administrative assistant. She has a bachelor's degree in technical management from DeVry University and commerce from the University of Mumbai. Modi has strong computer, administrative, communication, and customer service skills.
I am very happy to discuss details further as I am actively seeking positions, Remote or Dallas-based, in a Strategic Leadership capacity for Project Management that is Marketing and/or Communications based and customer focussed in nature, creative, as my strengths to contribute to creatively and passionately to a great organization!
I am very happy to discuss details further as I am actively seeking positions, Remote or Dallas-based, in a Strategic Leadership capacity for Project Management that is Marketing and/or Communications based and customer focussed in nature, creative, as my strengths to contribute to creatively and passionately to a great organization!
Lisa Oglesby has over 20 years of experience in business development, project management, and compliance, focusing on the healthcare, government, and nonprofit industries. She currently serves as the Director of Women's Health Programs and Outreach at Brandywine Women's Health Associates, where she manages a grant program involving 33 marketplace guides. Previously she held project management and account management roles at Xerox Corporation and Kellogg Sales Company. She has a Juris Doctor degree from the University of Maryland School of Law and a Bachelor's degree in Marketing from the University of Maryland.
Jennifer Martin has over 15 years of experience in business development, account management, marketing, recruiting, and staffing. She has a proven track record of consistently reaching and exceeding sales goals. Her skills include customer relations, marketing, event planning, public speaking, and software proficiency. She has worked in recruiting, staffing, and business development roles for various companies.
The document is a resume for Vicky Ruegsegger summarizing her over 20 years of experience in human resources leadership and general management. She has held various HR roles including recruiting, benefits administration, payroll, and employee relations. Her experience spans multiple industries and includes establishing HR departments, managing staff, and partnering with leadership teams.
This document is a resume for Brandy Carter summarizing her experience and qualifications. She has over 15 years of experience in client services, financial planning, and business administration. Her most recent roles include Client Services Consultant for Rhaeme & Gorrell Wealth Management, and previously as Client Services and Financial Planning Administrator for Miller-Green Financial Services. She also has experience as Department Manager for Lowe's Home Improvement and Office Manager for CWB Contractors.
Jennifer F. Martin has over 10 years of experience in business development, recruitment, and customer service. She has a proven track record of consistently reaching and exceeding sales goals. Her skills include full cycle recruitment, customer relations, marketing, public speaking, and managing multiple tasks. She has held roles such as Business Development Director, Business Development Manager, and Branch Manager where she developed new customers, recruited and placed candidates, and managed teams.
Dariel Amaro has over 15 years of experience in management roles, including as a General Manager at McDonald's and Colley Group Inc. She has a Bachelor's degree in Business Administration and Hamburgerology. Her skills include leadership, problem solving, teamwork, organizing, planning, management, and strong communication abilities in English and Spanish. She is seeking new opportunities to utilize her experience in management, administration, and customer service.
Mariham is seeking a career in a professional international organization where she can apply her skills in areas like project administration, business operations, public relations, training, and sales and marketing. She has over 5 years of experience in roles like public relations manager, office manager, and customer service officer. Her experience includes managing events and communications, overseeing administrative tasks, and serving customers at a bank. She is proficient in Microsoft Office and has a bachelor's degree in commerce and business administration.
Marna Fitzpatrick is a marketing and project management professional with over 15 years of experience managing clients and projects in various industries. She has a proven track record of successfully managing budgets, timelines, and teams. Fitzpatrick is passionate about using her skills in digital marketing, client relations, and creative strategy to move brands forward.
Jeannie Hill has over 20 years of experience in business operations, office management, and property management. She has a proven track record of managing day-to-day operations, budgets, and staff. Most recently, she served as Deputy Regional Director for Texas State Senator Bob Deuell for nearly 10 years, where she assisted constituents, coordinated the Senator's schedule, and collaborated on legislative boards. Prior to that, she was the Property Manager of Crossroads Mall in Greenville, Texas, where she oversaw all daily mall operations and achieved strong financial results.
Mariham is seeking a career in a professional international organization where she can apply her skills in areas like project administration, business operations, public relations, training, and sales & marketing. She has over 5 years of experience in roles like public relations manager, office manager, and customer service officer for various organizations in Dubai. Her educational background includes a Bachelor's degree in Commerce and Business Administration.
Julie A. Heimkes is an experienced client management and consulting professional with over 25 years of expertise in technical training and senior account management roles within the public safety industry. She is seeking a new opportunity to leverage her skills in areas such as account management, product consulting, training, and development. Her resume outlines her extensive career history managing accounts and sales territories, developing innovative sales strategies, and generating new business for organizations including Motorola Solutions, Interact Public Safety Solutions, and TUSA Consulting Services.
Joshua Maynard has over 21 years of experience leading teams across various industries. He has a proven track record of driving high performance through strategic thinking, problem solving, and people-focused leadership. Maynard has experience in roles such as Director of Operations, Chief Information Officer, and Commander, where he was responsible for teams, projects, budgets, and business results. Throughout his career, he has delivered organizational improvements such as process efficiencies, cost reductions, and increased productivity.
Becky Brown is seeking a career utilizing her 28 years of experience in customer service, office management, sales, and heavy equipment operation. She has extensive qualifications including training certifications in OSHA safety, flagging, equipment operation, and human resources management. Her background includes roles in payroll, accounting, customer service, and public relations. She is proficient in Microsoft Office applications and has experience resolving customer and employee issues. References are provided from her time working in construction, equipment sales, and automotive industries.
Becky Brown is seeking a career utilizing her 28 years of experience in customer service, office management, sales, and heavy equipment operation. She has extensive qualifications including training certifications in OSHA, flagging, equipment operation, and human resources. Her background includes roles in payroll, accounting, customer service, and public relations. She is proficient in Microsoft Office applications and has experience resolving customer and employee issues. References are provided from her time working in construction, equipment sales, and automotive industries.
Lisa Scarsella has over 25 years of experience in strategic planning, project management, client relations, and business development in the healthcare and financial services industries. She has a track record of leading successful implementations of new products and accounts, improving processes, and motivating teams. Currently she works as a Program Coordinator consulting on product development and implementations at BCBSIL.
The document is a resume for Vaughn Moler that highlights their experience in customer service management, event management, project management, and mediation. Moler has over 20 years of experience developing customer service programs, marketing initiatives, and training programs. They are skilled in analyzing problems, resolving issues, and implementing solutions to increase efficiencies. Their career includes roles as a senior mediator, flight attendant, and arbitrator where they successfully negotiated resolutions in over 8,000 contractual grievances.
Jose Paula has over 10 years of experience in financial services working as an agent and financial advisor. He has exceeded his annual sales goals by an average of 6% each year. He won an award for selling 63% more policies than any other agent. Previously he worked at Citigroup managing a client services team and at BNYMellon overseeing operations and investment plans. He has a bachelor's degree in economics and an associate's degree in finance.
Similar to Alexandra Wilder Resume Mar 2009 Post (20)
1. Alexandra L. Wilder
Denver, CO 80203
(303) 653-2952
Alexandra.Wilder@Comcast.net
TARGET POSITIONS
Customer Relations Manager - Client Services Manager - Account Manager - Program
Manager - Contract Management - Quality Relations - Customer Intelligence - Process
Analyst - Financial Analyst - Event Planning and (Entry Level Counselor): Debt / Finance /
Career / Grief & Loss
PROFESSIONAL PROFILE
I am a resourceful, committed, results-driven manager who is passionate about providing excellent
Customer Relations, Account Management, and Program Management. My extensive experience
is held within both small entreprenural and medium-sized established organizations, and covers a
range of industries including bio-medical manufacturing, publishing, seminar production and event
planning (career/team building), and telecommunications networks and services. More recently my
skills were further expanded as I managed offshore-outsourcing contracts and financials with an
annual labor spend of $19m. I also volunteered for and implemented Level 3's first BSP (Offshore)
Business Recovery Contingincy Plan for our offshored processes. Experienced with successfully
managing and growing customer service support teams of 10 to 17 persons and strategic accounts
carrying >$9m per month in receivables. Well adept at resolving disputes and building strong client
relationships, I am very accomplished in dispute resolution, accounts receivables, collections, and
revenue growth, maintaining an average DSO of <32 days. My strong personal values empower
me to work resiliantly to resolve issues and build positive relationships across a wide constituency
of people, culture, and organizations. I take my responsibilities seriously and hold my own
accountability. I am a skilled communicator, researcher, negotiator. I am a quick-study, self-
motivated and adaptable, giving dedication and 'smart' work to all objectives. PC, Windows XP and
MicroSoft Office proficient. Experienced in event planning, seminar production, and publishing.
STRENGTHS
Strategic: Ability to quickly analyize data and find trends, impacts, dangers, and opportunities.
Offer standardized and 'out-of-the-box' solutions, while considering prevailing circumstances,
available resources, budgetary constraints, and deadlines. Innovative and thrive in new ventures,
consulting, and counseling. Ability to see the big picture and to see implications of actions and
ideas.
Achiever: Natural aptitude for overcoming difficulties. Strong stamina, hard working, productive
and dedicated. Like to be 'in-front' on initiatives and offer an innovative yet procedural approach to
the genesis of a new venture.
Individualization: Ability to pinpoint useful and intriging facts when analyzing data. Intriqued with
the unique qualities of each person and values diversity.
Connectedness: Collaborative. Ability to see the linkage among people, and across time, distance,
race, ethnicity, religion, economic status, lanquages, and cultures. Highly ethical with a moral
compass that points to what is right and true. Open to and actively listens to all contributors.
2. Empathy: High standards and able to reach important and aggressive goals. Asks probing
questions to encourage and direct thinking for growth. Ability to bring emotional awareness to
people, conversations, and situations. Ability to build reciprocal trust and loyalty.
Extravert, Intuitive, Feeling, Perceiving
Myers-Briggs ENFP:
Curious, energetic, adaptable, and creative, likes considering unconventional approaches.
Enjoys new ideas and finding creative solutions. Are energized and intrigued by new
possibilities. Openly communicative and enthusiastic. Can be very productive working
alone but welcome and enjoy working within a team. Warm and caring, ENFPs have
strong personal values upon which they base most decisions but search out for and respect
diverse opinions, insights, and cultural diversity.
Divine Restlessness: I am a proponent of Situation Leadership and in such, I appreciate a more
directive management style when learning new assignments. Conversely once a level of strong
proficiency is attained, I enjoy the freedom to expand my potential and add value in my contribution.
EXPERIENCE
Level 3 Communications, Inc., Broomfield, CO
Mar 2001 - Dec 2008
(US and European network provider of IP, VoIP, Data, Voice, Wavelength, Dark Fiber, Private Line,
Colocation, Managed Modem, Softswitch, and Content Delivery)
Advanced through positions of increased responsibility for Billing Ops, Dispute
Resolution, Strategic Account Management (AR, Collections, customer relations, retention
and growth), Offshore-Outsourcing Program Governance. Managed incoming revenue
exceeding $1 billion annually with DSO < 32days and average dispute resolution within 30
days. Managed Offshoring AP of $19 million annually. Contracts management for both
customers and outsourcing partners. Risk Management/Business Continuity Coordinator
for our offshore processes.
Project Manager - Governance / Business Solutions Partnering-Offshoring India (Dec 2007 - Dec
2008)
Sr. Analyst - VIP Accounts - Billing and Collections (Aug 2005 - Dec 2007)
Sr. Analyst - Key Accounts - Billing and Disputes (Nov 2004 - Aug 2005)
Analyst - Billing and Disputes (Feb 2004 - Nov 2004)
Analyst - Disputes (Sep 2002 - Feb 2004)
Specialist - Billing (Mar 2001 - Sep 2002)
XO Communications, Hdqtrs - McLean, VA
Oct 1998 - Jan 2001
Customer Care Supervisor - Affinity Network / Nextlink
Managed the long-distance membership affiliation known as Affinity, a member discount
program based on combined volume within the Real Estate community. Supervised the
Customer Care resources responsible for billing review and analysis, dispute resolution,
credit, aging and collections, Nortel DMS trouble diagnostics and resolution, CSR reviews
and analysis. Required a comprehensive understanding and the administration of
contracts, member discounts, line reconciliations and usage volume. Extensive customer
service negotiation skills and strong research and analytical skills.
3. DCC Solutions, Denver CO
Sep 1996 - Oct 1998
Customer Care Manager
Inbound calls and retail walk-ins. ACD management, retail sales, credit reviews, contracts
administration, collections, trouble diagnosis and resolution.
CareerTrack Seminars & Publications, Boulder, CO
Sep 1991 - Apr 1996
Customer Care Manager > Quality Care Manager
•Maintained a 98% Customer Satisfaction Rate. Customer churn reduced to < 1%.
Maintained 97% Customer Assisted Rate. Developed, executed, and managed the
company's first Quality Assurance Division. Redesigned training curriculum to
implement one-stop shopping. Improved the Customer Assisted Rate by 16%.
Improved data input accuracy by 23%. Designed and used Call Quality Standards
and coaching resulting in a 15% increase in call quality. Established a Mentoring
program for new hires and a veteran cross-training program to improve job
performance and satisfaction. Trained classes in Team-Building, Coaching,
Motivation, Interviewing, Hiring, Due-Process. Organized and conducted a 3-day
Off-Site Retreat for training and team-building. Responsible for 14 team-members,
food, lodging, safety, team-building events. Assisted the Curriculum Design Team
in assessing and critiquing new trainers. Event planner covering location, cost
negotiation, food/beverage, trainer scheduling, invitation, and overall participant
experience.