SUMMARY OF PROFESSIONAL QUALIFICATIONS

Draft, development, and delivery of complex training material to include utilization of current tools to push out all of the newest information.

Motivate employees using knowledge of personality styles, strong communication skills and public speaking experience.

Communicate organizational and time management skills in varied ways: show by doing, a one on one basis (performance meeting), or in a team building activity.

Enlist tools obtained in undergraduate and graduate level studies to effectively and accurately proofread and edit material with an acute attention to detail.

Evaluate employee performance based on protocols set forth by the organization, and take appropriate action to train, retrain, or provide ideas for improvement/advancement per employee.

Prepare, plan, and facilitate meetings amongst my peers, as well as, regular team and team building meetings for the employees.

Compiled over 100 management/leadership courses through the Veteran Affairs Learning Portal (which totals an innumerable amount of actual “hours” accumulated in continuous learning).

Managed teams assigned to different business lines over the course of 11 years while with the Department of Veterans Affairs.

Processed, produced, and maintained 2 new business lines (outbound campaigns) from the ground up.

Provided over 20 years of face to face and telephony contact, providing quality customer service and fostering positive customer interactions.

PROFESSIONAL EXPERIENCE

Senior Contact Representative (Mid-Level Management Position)

Department of Veterans Affairs, Topeka, KS • 2004-2015

Positions Held:

First Party Senior Contact Representative

Health Benefits Senior Contact Representative

Combat Veteran & Women Veteran Senior Contact Representative

Operations Senior Contact Representative

Contact Representative

Take over escalated calls from front line agents and 99% of the time, de-escalate the caller by listening, providing correct information, researching their account, and taking the appropriate steps to correct any information that needed to be edited.

Mentored new employees by meeting with them several times in a one on one setting, in addition to gauging the progress in their skill sets by employing different types of assessments and checklists that reside in my personal files.

Maintained close working relationships with the different (POC) Points of Contact in many different departments at the VA Medical Centers across the United States, and with different VA (non-health related) organizations, such as: the VA Regional Offices, Vet Centers, Veteran Service Officers, and the Health Eligibility Center.

Contracting & Licensing Specialist

Personalized Brokerage Services, Topeka, KS • 2001-2004

Compiled, processed, and maintained valid and up to date contracts between our in-house agents and the insurance companies they represented.

Acted as a liaison between the organization’s employees and marketing firms to obtain company specific items, in essence, keeping all data accurate, allowing the agents to sell any of the company’s products at any time.

Worked jointly with the “New Business” department to ensure that the appropriate policies were entered and issued accurately, which translated to clients and agents getting paid quickly and accurately.

Program Coordinator/Business Manager

Lancer Productions, Farmville, VA • 1995-2001

Managed a budget upwards of $500,000 to implement several different series, including: a coffeehouse series, comedy series, movie night series, film festivals, brown bag lunch series, lecturer series, karaoke series, and a semi-yearly hypnotist show.

Spent around 45% of my working hours traveling up and down the East Coast, recruiting different types of “talent” that would appeal to the particular clientele that was represented in the town we lived in and the college that resided there.

Coordinated every aspect of the event from the contract and arrangement of payment, to development of promotional material, public relations, transportation and hotel arrangements, and day of show coordination.

EDUCATION

Longwood University, Farmville, Virginia. B.S. in Liberal Studies & Elementary Education with an English Minor.

**Will begin my Master of Arts in Human Services Counseling Program in the fall (online classes through Liberty University) with a concentration as a Life Coaching Cognate. **

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