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Customer Service Management

Bonney Lake, Washington, 98391, United States
January 30, 2017

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***** ***** *** ** *

Bonney Lake, WA 98391



My passion is to support the health and mission of the organization through continued learning and growth of its people. Leveraging technology, education, process improvement, relationships, and vision I bring a record of success, confident that I will also support the growth and prosperity of the organization.


Improved and grew leadership program nearly 400% in five years including multiple locations and management levels.

Involved in multiple enterprise solutions creating added efficiency and revenue. Required vision, building relationships and crossing organizational structures in support of successful projects.

Create standards and procedures for operational efficiency and consistency.

A creative, trusted and empathetic leader.


Design & deliver learning programs

Develop relationships


Classroom and eLearning

Gap analysis/root cause

Change management


Tactical skill development

Organizational development


Project management


Problem solving/critical thinking

Enterprise initiatives


Associated Builders and Contractors, Concord, NH (2010 – 2016)

Director of Learning and Development –Support the educational developmental needs of 230 construction companies, suppliers, and associate members.

Determine need and updates for programs through surveys, interviews, and industry requirements. Design content and delivery using blended learning concepts and tools including Articulate and Publisher

Apply adult learning theory to produce and present programs for all business levels

Create, market and co-facilitate popular leadership development and customer service programs

Perform on-site trainings and personal coaching for employee development within member businesses

Leverage leadership and communication assessments and 360 evaluations to support coaching

Maintain LMS for tracking registrations and performance

Human Capital Institute, Wilder, VT (2009 – 2010)

Director, eMarketing (Operations) - Marketing liaison with corporate IT focused on process review and technology improvements to the communication and customer management systems.

Implemented technology and refined processes resulting in a 200% increase in output

Managed remote offshore data mining team communication via Skype

Responsible for the migration of customer data to Salesforce CRM and established data cleanup procedures also developed and documented procedures for data upload and data maintenance

Autodesk, Inc., Manchester, NH/San Rafael, CA (2006 – 2009)

Held two positions; product support and sales support; for this global Fortune 1000 organization.

Technical Marketing Manager – (2007-2009)

Collaborated across divisions and product lines as a Subject Matter Expert (SME)

Educated customers, sales and support teams on software features for domestic and international audiences, used Captivate, WebEx, Publisher Camtasia, SnagIt and other tools to create learning opportunities

Product Support Specialist – (2006-2007)

Provided product support via phone and desktop sharing to internal and external customers. Identified issues and coached towards resolution and maintained consistently high marks on customer satisfaction surveys

Tracked cases in Siebel and created content for users to self-diagnose and treat common issues

Puget Sound Energy, Inc., Bellevue, WA (2000 – 2006)

Technical Supervisor, Maps and Records Department - Led a team of staff for the utility, improving organizational effectiveness of the department resulting in elimination of backlog and improved disbursement of system information.

Improved data sharing and information accuracy within and across pre-existing data silos and provided training sessions resulting in better systems utilization across the organization

Collaborated on a long-range technology plan for utility operations. Performed gap analyses between diverse groups throughout operations and presented the business case to senior management

Served on advisory teams for asset management and pipeline integrity management initiatives

Vermont Technical College, Randolph Center, VT (1997 -1999)

Simultaneously held multiple positions; supported, instructed, and coached people at all levels.

Professor – Developed courses and instructed both lecture and lab sessions for Civil Engineering CADD (levels I and II) and Survey I students.

Software Support – Provided software support via a helpdesk. Created and presented training on WORD, ACCESS, and EXCEL to facility and staff and rebuilt previously damaged relationships between technical and non-technical staff

Other Relevant Experience

Certified Master Trainer for National Center for Construction Education and Research (NCCER) curriculum (2013 - present)

Program Development Task Group for Masters in Science degree for Southern NH University (2013)

President of the Pemigewasset Choral Society (2013-2016), a non-profit community chorus

Developed and self-published three different technical newsletters for ESRI software users (1991-1996)

CADD/GIS production manager for consulting engineering firm (1985-1997)

Elected Town Auditor (2 terms) Wentworth, NH (2014-2015)


Bachelor of Science, Applied Studies – Education and Training option, Human Resources minor. Granite State College, 2014, summa cum laude

Associate of Applied Science - Natural Resources Management, New Hampshire Vocational Technical College (now called White Mountains Community College), Berlin, NH, honors


Communication and Leadership Training: Over 200 hours of instruction on communication styles, presentation, and leadership. Sales Management & Business Analysis (2009), High Impact Presentations (Dale Carnegie, 2011)

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