Customer Service Project

. Analytical thinking and communication for planning, implementation,

reporting, testing and training of projects.

. Maintain, analyze and review policies and procedures that lead to

communication and recommendations, implementation and follow up with

internal and external customers.

. Exceptional project leadership for existing or ideal organization

business essentials.

. Public relations and marketing through research, development and analyzed

solutions or standards.

Skills

Analytical Strategies Customer Service Business Analysis

Build & Analyze Requirements

Communications Training Finance

Human Resource

Team Leadership Auditing Project Planning

Marketing

Professional Experience

The State of Michigan, Lansing, MI

04/2013-Present

Michigan Department of Agriculture and Rural Development - Operational and

Central Licensing Unit

Business Departmental Analyst

Assist MDARD management and staff with technology-related issues, including

serving as a liaison with DTMB agency services.

Selected Accomplishments:

. Manage research, tracking and analytical needs for business processes to

maximize the effective use of technology resources; including business

intelligence analysis.

. Facilitation for process improvement using the LEAN Process Improvement

methodology

. Manage migration and implementation for a department wide technology

improvement of Office 365, Windows 7, ITP Telecom upgrades and Data

Encryption.

. Manage re-stacking process of department wide move as the DTMB Project

Manager liaison for over 400 staff.

. Records Management Officer (RMO) for department.

. Provide management of policies and procedures for operational services

and central licensing unit within the Department of Agriculture and Rural

Development.

. Lead departmental resource for DTMB Mobile Worker initiative project.

The State of Michigan, Dimondale, MI

12/2010-04/2013

Department of Management and Budget - Office of Retirement Services

Business - Departmental Analyst & Auditor

Manage and lead multiple projects for State of Michigan retirement systems.

Analytical project planning, resourcing, implementation, customization,

problem solving, development, and testing for changing business needs.

Selected Accomplishments:

. Manage full external audit program for Michigan Public School retirement

wage reporting, in compliance with the state retirement laws. This audit

project introduced the first departmental audit plan. Successfully

implemented, managed and carried out audit requirements.

. Manage customer outreach program to improve external and internal

strategic process improvement emphasis on customer service. Communication

and outreach efforts included: live webinars, tutorial design and

implementation, public relations, and written and verbal communication.

Increased customer satisfaction and relationships through each medium.

Perform ongoing customer research to identify and capitalize on unmet

business needs.

. Developed and implemented project for Health Care Contribution member

account adjustments for Michigan Public School retirement system. Data

analysis, implementation and creation of problem resolution on the

project. Increased customer knowledge, system enhancements and history

tracking.

. Develop and update policies and procedures and conduct training to

enhance customers and staffs' understanding of complex process and

implementation of changes to the retirement systems within compliance of

reporting wage records to the retirement office.

. Develop strategies, procedures, and policies for several businesses needs

to provide recommendations for Director, Business Process Managers and

Departmental Staff.

. Review and reconciliation of multi-million dollar retirement system for

individual Michigan Public Schools and State of Michigan offices.

. Human Resource duties within State of Michigan NeoGov of student

assistants and Departmental Technicians. Manage review of applications,

supporting documents, interviews, reference checks and provide

recommendation of staff to hire.

. Supervision and project management for temporary staff on major Reform

initiatives.

The State of Michigan, Dimondale, MI

04/2010-12/2010

Department of Management and Budget - Office of Retirement Services

Student Intern

Lead student intern on project development and implementation. Emphasis on

customer service, policies and procedures, communication, and learning

knowledge of membership for the State of Michigan retirement systems.

Selected Accomplishments:

. Lead project resource of new retirement membership benefit package for

2010 Michigan Public School Retirement Reform.

. Provided exceptional customer service and recognition by management

leadership team. Noted as one of the most successful members of the

reporting team.

. Create billing statements or denial letters for service credit purchase,

track metrics, review and type reports, update business requirements,

assist with project research and implementation, analytical thinking, and

assist with staff needs.

PESG, Eaton County, MI

04/2009-04/2010

Eaton County Substitute Teacher Program

Substitute

Substitute teacher for Eaton County PESG. Taught at Eaton County

Intermediate Schools, Charlotte Public Schools, Eaton Rapids Public Schools

and Potterville Public Schools, where I was requested to teach on a daily

basis.

Selected Accomplishments:

. Long Term Kindergarten Teacher - Ms. Robin Gorman Potterville Public

Schools

. Long Term Music Teacher - Ms. Jackie Fellows Potterville Public Schools

. Highly recommended at Washington Elementary School

. Highly recommended at Potterville Elementary School

. Highly recommended at Eaton County Intermediate School

General Motors Corporation of Lansing, Delta Township, MI

12/2006-04/2009

Paint and Quality Department

Team Leader Certified

Successful team leader certified and absentee replacement operator for

worldwide car manufacturing firm. Provided problem investigation and

resolution analysis as well as written reports for engineers and

management. Complied with all tool and manufacturing regulations.

Selected Accomplishments:

. Received high scores in leadership testing, written, and verbal.

. Created a safe and healthy work environment for team and assembly line

operators. Implemented several process improvement suggestions and

organizational business needs.

Tomorrow's Child/Michigan SIDS, Lansing, MI

03/2005-07/2005

Marketing and Advertising Department for Non-Profit

Marketing Intern

Developed and maintained a marketing strategy for non-profit organization.

Excellent written and verbal communication skills were used to provide

analyzed solutions and standards for the organization. Created, organized

and implemented efforts for public relations, design of brochures, website,

newsletters, letters, and other correspondence.

Selected Accomplishments:

. Produced media kit that demonstrated key marketing analytics and

demographics for use in spring marketing appeal. Efforts were credited to

receive more public and private donations.

. Used networking and communication to build strong relationships with

supporters.

. Designed and used educational background to successfully implement annual

appeal.

Technology

Software: Adobe InDesign, Adobe Photoshop, Adobe Dreamweaver, Adobe

Illustrator, Microsoft PowerPoint with Articulate Add-In,

Camtasia

Analysis ACL - Auditing, MS Excel, MS Access, SQL Server, Team Track,

Software: LiveLink

Business MS Office (Word, Excel, Power Point, Publisher), Clarety,

Software: Siebel, MS Live Meeting, Share Point, GovDelivery, MS Project,

ITAM, ITRAC, RADAR, AARP

.

Education

Davenport university - lansing, mi

Masters of Business Administration, April, 2014

. Major: Strategic Management I Minor: Human Resources

Michigan state university- east lansing, mi

Bachelor of Arts, 2005

. Major: Advertising & Communications

. Advertising Association, 2004 I American Advertising Federation

2004, 2005

OAKLAND UNIVERSITY - LANSING, MI

Certification Course, 2013

. LEAN Green Belt, 2013

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