Elected Public Official and Highly Effective Operations Manager with over 30 years of experience specializing in establishing productive business relationships and resolving critical people issues seeking a position as a Director of Operations or Vice President of Operations. Highly valuable at incorporating creative leadership skills to achieve business objectives. Offering an array of skills in accurate employee job coordination, consultative relationship building, coaching, training, communication, and schedule planning. Proven ability to successfully multi-task in a dynamic, fast-paced environment while meeting all deadlines.

Core Competencies

Federal/State & Employment Law ● Certified Interviewer ● Strategic Planning

Project Management ● Leadership Development

Diversity Awareness and Harassment Avoidance Training ● Performance Review Recruitment ● Employee Labor Relations ● Talent Acquisition ● Data Analysis ● Lean Transformation ● Dispute Resolution

Education & Certification

Doctoral in Business Administration in Strategy and Innovation 10/2020-present

Capella University

Master of Business Administration in Human Resources Management 03/2019

Capella University

Bachelor of Science in Business Administration 09/2016

Strayer University

Green Belt Lean Six Sigma Certification 05/2016

Certified Interviewer 03/2012

Professional Work History

Board Supervisor (Public Officeholder)

Lakeshore Central Development District May 2021- present

Oversees the roads and waterways of the Lakeshore Villages

Oversee $330M budgetary fiscal responsibilities

Determine and facilitate necessary road repairs and upgrades

Exercise voting power on all items coming before the Board

Facilitate public awareness of Board decisions

Customer Service Navigator

UnitedHealthCare – remote worker June 2020-present

●Provides customer service to Medicare and Retirement members to ensure all healthcare concerns and needs are met.

●Supervises call center operations, providing technical support for benefits and claims inquiry, payment processing and membership complaint resolutions

●Aids members with outside vendors and government agencies to accommodate social determinant needs.

●Discuss policy coverages and ensure maximum use of benefits.

●Update billing and policy information

●Process EFT and Credit Card payments using Semafone

●Provide technical support for website registered users for online payments and website navigation

●Facilitate concerns between members and providers to ensure stress-free transactions of care

●Provide overall customer service to members, providers, and vendors; but not limited to these calls.

Bishop/Pastor March 1994 - present Foundation Temple Church of Christ, Inc. – East Orange, NJ

Remotely oversee congregations in 5 independent locations in America and Africa

Oversee fiscal responsibilities

Direct leadership Pastoral training

Provide guidance in Operations, Project Management, Leadership Development and Program Management

Postmaster July 2012 – June 2020

United States Postal Service – Independence, LA

●Managed the quality assurance program, including on-site evaluations, internal audits, and customer surveys to make effective decisions resulting in improved processes.

●Provide labor relations and local agreement union negotiations to ensure compliance of handbooks, regulations and manuals

●Communicated and processed onboarding activities to ensure the timely submission of external candidates to satisfy staffing gaps.

●Supervise day to day operations, to include delivery, processing and retail operations

●Participated in the orientation process to assist new hires with benefits documents to reduce loss due to ineffective submissions.

●Effectively handled customer complaints and issues by telephone, email and chat

to increase satisfaction rate by 20%.

●Collaborated with Talent Acquisition, vetting, interviewing, and onboarding external new hires and candidates for promotion.

●Advised internal candidates by proofreading and developing KSAs for application submissions, of which 32 are currently higher-level employees.

●Participated on review boards and as Selecting official to confer promotions of internal applicants.

●As a Project Manager, directed the work flow to facilitate processes to ensure the implementation of the proper use of equipment and tools to enhance performance to project end.

●Evaluated and monitored daily, weekly, monthly, and annual reports on finances and administrative activities of the city to assess a 15% improvement rate.

●Through subordinate supervisors, developed and implemented a new process to maintain the daily scheduling of city and rural routes to guarantee coverage of all delivery routes.

●Oversaw all safety training and ensure the training of all new employees was completed promptly.

●Analyzed and corrected all safety deficiencies to ensure a safe work environment.

●Upheld and exceeded all plan budget expectations.

●Led various postal audits of other post offices of both financial and employee work practices to ensure SOX compliance.

Customer Service Operation Manager October 1988 – July 2012

United States Postal Service – Dallas, TX

●Administered guidance within a regional demographic to the leadership of post offices of all sizes to coordinate team-building efforts.

●Ensured accountability of day-to-day operations through Postmasters and Station Managers improving savings annually by 10%.

●Complied with established procedures to open and close the facility in a timely manner to ensure on-time mail distribution to PO Box and dispatch to a processing facility allowing timely delivery of services to customers.

●Coached managers to maintain an acceptable OSHA compliance rating for over 10 post offices around the city.

●Overhauled the safety program to perform all operations for 18 months accident-free.

●Protected and secured the integrity of the Postal Service and all its employees.

Real Estate Agent June 2006- August 2012

RE/MAX, LLC – Multiple Locations

●85% success rate in negotiating property sales between buyers and sellers.

●Provided guidance and assisted buyers with purchasing homes.

●Developed and maintained a good working relationship with contractors, subcontractors, and associated technical resources.

●Promoted properties through advertisements, open houses, and listing services.

●Ensured that all terms of purchase contracts were met.

●Guided over 50 clients through the home purchase process each year, culminating in earnings of $5 million dollars.

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