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Customer Service Manager

March 15, 2018

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**** ** **** ****** ******** City, Oklahoma 73135

Cell: 405-***-**** Email:


A highly experienced, self-motivated, professional who has demonstrated the ability to lead diverse teams to new levels of success in a variety of highly competitive industries, cutting-edge markets, and fast-paced environments. Strong technical, health care administration, and business qualifications with an impressive track record with more than 18 years of hands-on experience in strategic planning, business unit development, project management, and healthcare business development strategies. Seeking to continue my career with an organization that will utilize my exemplary skills to benefit mutual growth and success. I possess the drive and determination to consistently achieve success as a leader in all of the organizations that I have worked with in the past.


Financial Analyst 2016 – Present


Performs financial analyses and prepares reports to ensure that contracts stay within negotiated and agreed-upon financial parameters and company cost control processes and procedures

Participates in the preparation of budgets for all contract work and performs and/or assists in financial analyses such as funding profiles, sales outlook, cash flow forecasts, estimate-at-complete and accounts receivable status and disposition.

Ensures adequate funding availability by maintaining accurate records of budgets and expenditures, and submitting timely requests for additional funding

Incorporates contractual changes into financial control systems by staying aware of outstanding work against each contract to maintain realistic contract cost and schedule baselines

Work closely with Program Manager, Business Managers and functional department leads to ensure Program performance is accurately reported and that all issues and concerns are identified expeditiously

Conducted customer insight research and analyzed customer financial and operational reports to identify and reduce credit risk.

Prepared revenue and profit analysis reports and provided commentary on significant differences

Partnered with cross functional departments supply chain and contracts to reduced open purchase orders, which resulted in a cost savings

Proficient in data mining methods, extracting relevant information for reports and presentations

Analyzed financial activities using Excel modeling (Vlookup, Pivot Tables, Formulas, etc) including the monthly close process, balance sheet account valuations and reconciliations, expense budgeting and forecasting, long range planning, and expense allocations to product lines.

Calculated monthly invoices and gathered energy load data for assigned government customers

Experience working with multiple government financial databases. Any iBuy, and SAP

Hold a secret security clearance

CEO / Administrator 2011 – 2016


Manage organizational operations and directly supervise field staff.

Plan, organize, direct and evaluate operations to ensure the provision of adequate and appropriate care and services; comply with applicable laws and regulations.

Conduct fiscal planning by budgeting and managing operations in accordance with established fiscal parameters.

Implement governing body directives and ensure implementation of organizational policies and procedures to meet eligibility criteria for city, state, and national requirements

Perform human resource functions including recruiting, testing, interviewing, counseling, new hire orientation, training, and staff development; established a recruiting, testing, and interviewing program.

Create pay plans; prepare pay schedule budgets; monitor individual pay actions.

Establish and maintain effective channels of communication within the organization; act as liaison to Board of Directors.

Plan, develop, implement and assess service programs: day services, counseling, job coaching and case management

Provide career counseling, coaching, and job search services

Identify values, develop possible career paths, and develop strategies for entering a career

Develop individual employment plans, goal setting strategy, and networking skills

Provide job search and resume writing assistance, soft skills vs. hard skills analysis, and instruction on completion of career portfolios.

Owner / Operator 2007 – 2011

PRICE’S PLAYHOUSE Del City, Oklahoma

Developed and implemented curriculum for children age newborn to thirteen years and children with special needs.

Enhanced cognitive, social, and physical skills of children through educational development programs and learning techniques.

Current in state required training and licensing required under Department of Human Services guidelines; CPR and First Aid certified.

Worked closely with clients to maximize quality of care.

Planned, purchased, and prepared food according to guidelines of the federal food program.

Interviewed, hired, trained, and supervised employees.

Created advertising and marketing plans; performed community outreach functions and referred clients to social and health services.

Program / Office Coordinator, Case Manager & Rehab Specialist 2009 – 2012


Provided case management, program coordination, crisis interventions, counseling and rehab services for a diverse demographic of patients, clients and family members in an out-patient treatment setting; maintained a caseload of up to fifty patients.

Collaborated with physicians and health care personnel in patient evaluation and treatment.

Utilized community resources and referrals to improve patient life in the community.

Prepared intakes and assessments; established, implemented and updated individualized treatment plans for each patient; modified treatment activities and approaches as needed for compliance

Served as client advocate to coordinate required services or to resolve emergency problems in crisis situations.

Communicated with families, probation officers, police, and other parties to exchange information during the treatment process.

Evaluated the effectiveness of counseling programs and client progress in resolving problems and meeting objectives.

Facilitated program planning and implementation; planned, organized and led structured programs of counseling, work, study, recreation and social activities for clients.

Supervised and maintained the security and control of the facility; oversaw risk management.

Served as agency representative at all functions and primary contact for administration.

Performed personnel functions including interviewing, hiring, performance evaluations and terminations; organized and facilitated staff meetings.

Senior Loan Officer 2004 – 2006

CENTEX HOME EQUITY Oklahoma City, Oklahoma

Provided loan origination services; originated mortgages for home purchases, refinance, and new home construction loans.

Maintained sales activity reports throughout the sales process.

Performed appraisal reviews and comparable checks on real estate.

Solidified contacts with local realtors, contractors, financial advisors, and other referral sources and meet all potential borrowers.

Reviewed and analyzed loan transaction packages for preliminary approval or denial in accordance with bank guidelines.

Assembled all required documentation for processing and underwriting on each transaction.

Prepared and presented all related deal points to Loan Committee; held license for credit life, health insurance, and life insurance sales.

Global Services Project / Team Escalation Manager 2001 – 2004


Implemented network services for AT&T’s global voice customers; served as liaison between customer service managers, sales, provisioning, designers and technicians.

Oversaw escalation calls and projects at district level management.

Reviewed future order reports and actively worked customer requirements.

Created and maintained stewardship reports, customer service plans (CSP), and service action plans (SAP); scheduled customer stewardship meeting to review orders, billing, and maintenance; prepared performance reports based on customer service needs.

Established Billing Partitions, Bill Group, Sales Codes, Master Customer Numbers for accounts; resolved billing elements and rejects.

Performed cycle-end reviewed analysis for billing and telecom projects.

Maintained Trouble Log for ordering, tracking, and billing systems; maintained Accounting and Revenue Recovery Log.

Ensured on time project completion; monitored control points in billing; ordered processes and compared data; maintained pricing plans and service contracts database

Worked with management to develop technical and leadership skills through training and shared learning.

Designated as Team UMIU (Unidentified Message Investigation Unit) Representative; recognized as FEDI and Team Subject Matter Expert (SME); addressed team questions, resolved problems, and conducted weekly conference calls.

Document Specialist III 1996 – 2001


Verified closing documents to comply with FHA and VA requirements; produced, proofread, and edited documents; designed processing techniques; verified underwriting requirements

Designed and developed training manuals for MidFirst Bank for federal guidelines in post-closing department for all 50 states.

Served as back-up for supervisor and co-workers; assisted in other areas including processing, cashiers, taxes, opt ins, bankruptcy, equity, and closings



Master of Business Administration – Organizational Leadership


Bachelor of Business Administration


Associate of Science – Business Administration

ROSE STATE COLLEGE, Midwest City, Oklahoma


Leadership Oklahoma, Class 33, Graduate

Certificate in Health Care Administration, Moore Norman Technology, Norman, Oklahoma

Certificate of Mastery in Child Development, Rose State College, Midwest City, Oklahoma

Certified Case Manager (CM) II Certification

Children’s Psychiatric Rehabilitation (CPRC)

Department of Rehabilitation Services (DRS) Employment Consultant

Adult Day Care Administrator License

Psychological First Aid

CPR, First Aid, and Food Handlers

Certified Nurse Assistant (CNA)


Leadership OKC Class 33

National Association for Professional Women (NAPW), Member

National Association for the Education of Young Children (NAECY), Member

Southern Early Child Association, Member

Childhood Professional Development, Member

Del City Chamber of Commerce, Member

Black Chamber of Commerce, Executive Board Member – Vice President

National Association of Women Business Owners (NAWBO), Member

Leading Age, Member

Joint Commission Healing Healthcare Partnership, Member

OKC University Intergenerational Computer Center (ICC), Member

Department of Rehabilitation Services (DRS Business Advisor Council, Member

Mid-Del People First Chapter, Advisor

Dynasty Care Services Foundation, Advisor

Leadership OKC Alumni


Employee of the Month and First Senior Loan Officer in Oklahoma, Centex Home Equity

Employee of the Month, American Equity Mortgage

Exemplary Woman in the Community 2013, OKC Chapter of Chums

Outstanding Service Award 2013, DRS Business Advisory Council

I am Love Award 2014 and Grand Heart Award 2015, The Wonderfully Made Foundation

Female Entrepreneur of the Year 2014, OKC Chapter Eta Phi Beta

Entrepreneur of the Year 2015, Women of Color

Outstanding Mother of the Year Honoree 2015, Metro Family Magazine

Employee of the Month December 2017 Northrop Grumman

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