Specialist Customer Member Team

dana barfield

Columbus, Ohio 419-***-**** ***************@*****.***

Project Manager

Veteran U.S. Navy Honorable Discharge

KEY QUALIFICATIONS

●Earned a Master’s degree in Education, Curriculum & Instruction w/ a Bachelor’s in Family Life Education

●Possesses extensive education and experience in training, mentoring, and developmental learning techniques

●Experienced/skilled in computer use and MS Office Suite to include Word, Excel, PowerPoint and Outlook

●Served in vastly diverse environments & easily relates to all employees/customers with empathy & respect

●Lives the core values of Integrity, Honesty, Courage, & Commitment as instilled by my military career to achieve excellence in everything that I set out to do by utilizing both an individual and team-based approach

EDUCATION

Master’s Degree – Education with an emphasis in Curriculum & Instruction 2014

Phoenix University Phoenix, AZ

Bachelor’s Degree – Family Life Education 2004 uni

Spring Arbor Colleg Lambertville, MI

CERTIFICATIONS & TRAINING

●Behavioral Interviewing

●Quality Coaching Specialist

●Project Management

●Leadership Theory & Practice

●Research Conceptualization & Design

PROFESSIONAL EXPERIENCE

Verizon Wireless Columbus, OH

Advocate Customer Service 2018-Present

Specialist Customer Service

●Analyze client accounts to ensure best solution for network options,billing and equipment

●Maintain excellent interpersonal communication,organizational and time management skills

●Technical Support

●Troubleshooting

●Seized opportunities to upsell products and collaborate with others to achieve established goals.

Martin-Perdue Holdings Toledo, OH

Project Manager 2018-Present

●Organized, attended and participated in stakeholder meetings

●Documented and analyzed project task while supervising staff

●Scheduled work hours and meetings

●Paid by freelance, scope and size of project

JP MORGAN CHASE

Columbus, OH

CASH MANAGEMENT SOLUTIONS SALES ASSOCIATE

2016 - 2018

LIAISON WOMEN’S INTERACTIVE NETWORK (WIN)

2016 - 2018

CARD SERVICE EXECUTIVE OFFICER / SR. SPECIALIST III

2015 - 2016

CLAIMS ANALYST II

2013 - 2015

●Directed and administered team huddles within the office to thoroughly brief all staff on company changes

●Ensured team members maintained current knowledge of company products, services, policies & procedures

●Streamlined the onboarding process and conducted behavioral interviews and training for all new hires

●Oversaw Ohio Business Relationship Group’s 20,600 member Women’s Interactive Networking chapter

●Professionally negotiated resolution for complex customer issues related to regulatory complaints

●Managed time sensitive correspondence for congressional, executive and media inquiries or legal matters

●Evaluated customer satisfaction trends, addressed issues and made improvements accordingly

●Completed daily reports, analyzed data and made decisions based on established performance measures

●Corporate client handling and take part in new client acquisition along with the sales team

●Responsible for safeguarding the quality of operations internal audits

PROFESSIONAL EXPERIENCE continued

3d Learning Center

Toledo, OH

EDUCATOR / COUNSELOR

2015 - 2016

●Scheduled and reviewed training demographics for upcoming college students

●Developed and performed continuing education classes

●Prepared presentations on budgeting, costs savings, communication practices and scholarships

eopa Toledo head start

Toledo, OH

FAMILY SERVICE WORKER / TEACHER

2010 - 2013

●Performed intake procedures to fully assess the needs and limitations for low income & displaced families

●Conducted intensive research through statistics, surveys & site visits to determine annual funding goals

●Tracked testing, Projected Status, Deadlines and Issues

Lucas County Veteran Services

Toledo, OH

INVESTIGATOR

2008 - 2010

●Specialized caseload for veterans, mentally disabled and offenders to provide counseling

●Acted as liaison with community referral agencies involved with housing,food and shelter

●Investigated customer complaints concerning denial of benefits

Americorp

Toledo, OH

TEAM LEADER / CATHOLIC CHARITIES LEAD COORDINATOR

2005 – 2008

●Performed budgeting & forecasting operations to monitor the grant funds and remain within compliance

●Supervised a 73-member team to ensure accurate time accounting and mission objectives were being met

●Routinely communicated with site leads to validate that their action plans were within the scope of contract

●Initiated and implemented marketing, created flyers & brochures to conduct community outreach events

Little generation childcare center

Toledo, OH

DIRECTOR

2002 – 2005

●Orchestrated job fairs and recruited, interviewed & trained new teachers to maximize qualified staffing

●Monitored and provided supervision for employee professional development & staff scheduling

●Conducted counseling, evaluated employee performance & implemented recognition and rewards

●Drew up plans and budget (revenues, costs, etc.) for the owners.

MILITARY EXPERIENCE

US NAVY

1991 - 1997

US NAVY RESERVES

2009 - 2015

Manager (Non-commissioned Officer)

●Provided effective leadership in coordinating team members to provide congeniality, catering in a professional manner

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