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Customer Service Sales

Mesa, Arizona, 85210, United States
November 13, 2017

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A seasoned professional with the leadership skills and experience necessary to significantly positive impact multiple business units within an organization. A recognized leader in attaining quantifiable results by building strong teams to maximize efficient processes. Considered highly valuable as a cross functional expert with extensive experience in Project Management, RN Triage Contact Center Operations, Medical Facility Practice Management and Policy, Customer Service, Software Design and Integration, and Operations.


Healthcare Informatics Certification 2011, University of Phoenix

Master of Business Administration in Human Resource Management 2011, University of Phoenix

Master of Business Administration in Health Care Management 2011, University of Phoenix

Bachelor of Science in Business Administration & Management (BSBA)(BSBM) 2004, Univ. of Phoenix


Director of Systems Development TriageNow May 2015 – Present

Director of Operations TriageNow January 2013 – May 2015

Executive staff member of an innovative new organization entering a highly competitive market area in developing marketing entry and strategy, custom software, growth model, sales development plan, and business continuity plans.

-Designer of industry-leading custom software specifically aimed at reducing time to manage workers’ compensation triage calls. Software provides increased flexibility, allowing for private label options with customers, increasing market potential with insurance agencies up to 50%.

-Manage contract with 24 hour, 100+ agent medical contact center reducing costs from previous vendor over 70%, with an annual projected savings of $1.7m over 5 years. This project included new IT and telephony infrastructure. This project including on-boarding new clients, developing training programs and all internal staff training.

-Established new RN call center on-site to handle the majority of the call volume for critical clients.

-Develop both internal and external sales staff on selling and maintaining clients for nurse triage services. Maintained high levels of quality and client retention.

-Created an easy to use customer enrollment process to allow customer to onboard quickly compared to competitors, reducing enrollment time by as much as 51%, including the ability to self enroll for small clients.

-Defined a wonderful corporate environment that encourages accountability, contribution, growth and stamina. Employees are rewarded continuously for their contributions, while maintaining forward progress of the organization and being held accountable for their actions in a positive manner that encourages growth.

Operations Project Manager Company Nurse November 2008 – January 2013

Leader in the development and execution of holistic business structures and processes required to multiply sales and operational throughput 12 times while improving quality, scalability, business continuity, efficiency and profitability.

-Regularly participating in executive meetings to project and operational status reports while contributing to the development of the corporate vision strategy.

-Leader in identifying departmental key performance indicators, as identified in SWOT analysis during tactical planning sessions and defining methods for measuring results.

-Manage 3rd party vendors to develop software enhancements which increased productivity and streamlined activities; managed client development and implementations for custom applications.

-Executed a 60 agent medical contact center migration concurrent with a highly customized medical triage call center software application. This project included new IT and telephony infrastructure. Maintained 0% customer turnover throughout transition and reduced variable expenses by 40% on a $1M+ outsourcing agreement.

-Completed a successful CRM conversion to provide measurable sales activity and productivity (ROI) while developing a highly revered CRM integrated multistage Sales Process.

-Restructured customer enrollment and training process to maximize efficiency and experience to enroll over 5,000 employer accounts in both the public and private sector. This included approximately 20,000 work sites and 250,000+ employees.

-Defined best practices for account stewardship team to enhance continuity in client ROI and service expectations.

-Instituted an internal Quality Assurance Program that effectively reduced the error rate to 20% of existing while improving communication and morale of the contact center team.

-Developed interactive Call Center Training Program and delivered training which resulted in a 4% improvement in call time and contributed to a 20% reduction in error rates.

-Significantly enhanced vendor interactions to increase productivity over 60% and develop an on-going relationship of cooperation and partnership.

-Managed a multi-faceted organization facility move (design, construction, infrastructure, security and telecommunications), coordinating multiple vendors and contacts for an on time delivery within the expected budget.

-Partnered with software developer to transition all clients reporting to a customized solution. This transition resulted in reducing client reporting and set up errors from 15% to less than 1% within 4 months.

Special Project Management Arizona State Veteran Home March 2007 – July 2008

-Successfully manage projects that directly impact the positive outcome of State and Federal surveys.

-Critical member of the leadership team to develop solutions and improvements throughout the facility.

-Develop programs and policies that enhance productivity and efficiency in numerous areas of skilled care.

-Developed an innovative tracking system to manage staffing and historical data that was adopted throughout multiple facilities. Guide development teams on software projects.

-Structured and documented care plans that resulted in a reduction in falls and significant improvement in survey scores, including writing and revising policies and procedures for facilities and exceptional nursing practices.

Staffing Coordinator Life Care Center of Paradise Valley, AZ May 2006 – March 2007

-Process and track payroll bonuses to ensure accuracy, reducing payroll bonus errors by 5%. Maintain attendance records to ensure accurate reporting and policy compliance.

-Developed a creative, efficient, and automated, total staffing solution including all policies, forms, and historical data resulting in an 85% increase in tracking and payroll efficiency.

-Regularly interacted with outsourcing partners, improving previously damaged relationships to re-establish trust and confidence.

Loan Officer Centex Home Equity, Tempe, AZ October 2005 – May 2006

Process new home loans and refinance existing home loans.

Debt Control Manager ADS Financial, Phoenix, AZ October 2002-2005

-Independently hired, trained and managed a successful team of sales and service professionals.

-Manage programs, processing procedures and structure customer service policy and procedures.

-Increased new client program completion by 40% within a year and maintained continued growth of 5% annually.

Executive Assistant Kelly Temporary Services, Phoenix, AZ September 2001-2002

-Executive Assistant providing high levels of support for hospital CEO.

HR Generalist Bank One Corporation, Phoenix, AZ January 1998 – July 2001

Volt Temporary Placement July 1997 – January 1998, Bank One full time hire effective 1998.

Human Resources

-Compile and report all hiring and EEO information nationwide for government reporting compliance and he Saratoga Institute.

-Update, benchmark and analyze national hiring information throughout the bank and to necessary government agencies. Use information to adjust hiring trends.

-New hire orientation, benefits selection and processing.

-Assist with hiring campaigns; resume key word programming and job description development companywide.

-Participate in plan development and implementation of hiring kiosks in branches.

Customer Service MCI-Worldcom Communications August 1988 – December 1996

-Started as custom service agent, worked to team lead of a Call Center team of 10-12 individuals providing world class customer service.

-8 time President’s Club Winner for Exceptional Sales and Service.

-Specialized in Call Center Routing to efficiently distribute calls to 16 Call Centers nationwide, while maximizing staffing and minimizing the client’s hold time.

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