• Elected to the position of Chair for the Bend Rapids Youth Hockey Club by members of the club• Led a 15 person Steering Committee through year-round monthly meetings• Created a clear vision and mission for the organization to follow along with members of the Executive Board• Provided leadership to Steering Committee along with Executive Board, Coaching Committee, Coaches, Volunteers, Parents and Players• Worked with Bend Parks & Rec to allocate ice time to ensure growth within the organization and for the BPRD Programs

• Scheduled and managed two local youth hockey tournaments in Bend, OR• During COVID, adjusted planned tournaments to localized Skills Camps for over 100 local youth hockey players while adhering to Oregon Health guidelines and restrictions

• Managed multiple Social Media accounts with balanced customer interactions, along with a weekly content calendar to grow brand recognition and influence across the US• Inter-department work and communication to create a cohesive workflow from initial customer contact to completed purchase and training• Reworked and implemented New Customer Training for the Sales Team creating a greater transfer of knowledge and efficiency• Expanded Social Media reach across multiple platforms by showcasing our products, our customers, and our employees through multiple campaigns• Efficiently managed sales leads through ZOHO and HubSpot CRM to bring in over $3M in new revenue in 18 months• Aided in rebranding project and corporate logo redesign

Delivery and Warehouse organization at event rental company in Central Oregon. Customer service with onsite and walk-in customers.

• Day to day operational management of agents in a fast-paced logistics environment centered around shipping for specialty pharmacies• Worked between shipping carriers, local couriers, patients, and clients to provide options to ensure the timely delivery of medication• Customer service, client relations, agent performance, and staffing were the main focus of the operation

• Managed driven 15 Sales Associates in a dynamically changing outbound and inbound contact center environment• Focused on achieving top-notch results through behavior coaching techniques and in-the-moment feedback• Maintained focus through multiple organizational changes on ideas and initiatives that increased performance month after month• Built relationships across the organization to ensure cohesive workflow and exponentially increased knowledge

• Voting member of Bend Rapids Youth Hockey Club Steering Committee as Equipment Coordinator• Responsible for handling all equipment needs of the organization, coaches, and players.

• Coached youth hockey players in a recognized USA Hockey program• Integration of American Development Model and Long Term Athletic Development Models based on USA Hockey coaching standards• Attended regular Steering Committee meetings to build program within the state and surrounding areas• Named ADM specialist for 14U and High School teams working with other coaches to continue their development and build coaching standards for the organization

• Development of USA Hockey-inspired hockey programs from the ground up to provide a stable base for youth hockey players to develop their skills• Utilized ADM and LTAD models to push the performance of players and coaches• Worked with over 25 volunteer coaches to develop their coaching and interpersonal skills with players from 4 thru adults at all skill levels• Managed a staff of 3 coaches to handle on-ice activities and day to day operations

• Managed up to 18 agents in Multi-Client based RezForce Contact Center focused on inbound sales of resort, hotel and vacation rental properties driving metrics to improve performance year over year. From FY2016 to FY2017 seeing 5% improvement in Sales and 10% decrease in Average Handle Time.• Worked with the internal Quality Assurance Team to retool the quality process around call quality to increase agent performance and clarity of the process• Developed and implemented a Coaching Observation Form and standard process for management to observe individual supervisors around core behaviors and metrics of coaching agents in contact center• Launched two dedicated RezCast Sales and Service teams associated with individual clients to provide world-class customer service and sales of their properties and resorts around the globe• Worked with the Workforce team to monitor daily call volumes and staffing needs to provide the best agent coverage and maximize the profitability of teams• Assisted management in developing new standardized processes and procedures to create scalability in the contact center which saw growth of 30% year over year• Worked with the internal HR department to develop and execute Supervisor training around Communication, Coaching, and Performance Improvement processes

Daily coaching and development of site-level leadership team based on implementation of Integrated Coaching Model. Focus on overall customer experience across different lines of business, from first contact to cross-selling of multiple financial solutions as part of the Customer Experience Team. Training and classroom facilitation of leadership development based around needs of different lines of business.• Facilitated in depth training for Managers, Supervisors and Team Leads based on different roles and responsibilities to further enrich the enterprise in the Integrated Coaching Model and coaching in general• Worked directly with Academy Bay (New Hire) Supervisor to integrate Team Leads into 5 week New Hire training process • Brought standardization to the PEC role across three call center sites and multiple business entities• Created onboarding process for new hire call center employees to ease their transition from Day 1 to New Hire Graduation and up to 180 days into production

Daily coaching and development of call center associates to meet and exceed corporate goals and metrics thru behavioral coaching. Performance management of associates based on all aspects of balanced performance.•Created specialized committee to implement and reinforce the Integrated Coaching Model with leadership staff on local level through observations, feedback and training.•Through coaching and performance management brought team of 22 associates to 2nd most improved performance in one months time and contributed to most improved channel in the call center.•Acted as Performance Enhancement Coach to develop peer Supervisors through training and support of the Integrated Coaching Model with high levels of accountability and observation•Developed a Culture of Coaching with 360 Feedback in the call center utilizing my direct and honest coaching style to challenge my Associate's, Peer's, Manager's and Director's thinking

Provided daily coaching and development to representatives in fast paced call center environment to achieve and exceed monthly performance goals. Complete daily, weekly and monthly deliverables based on core performance metrics.•Brought team of 15 reps from last to first place in the site and contributed to being top rated site in national ranking by achieveing balanced performance metrics thru direct and honest conversations, coaching and feedback•Coaching and Talent Development of representatives based on behavioral targeting to achieve and maintain top notch results through call monitoring, quality assurance and daily feedback•Hand picked to be part of specialized team to improve site sales performance and reached goal of 120% site improvement in 1 months time

Provided leadership support for a team of 15 reps through coaching and performance management. Performed daily duties as well as quality assurance and performance analysis in the absence of a Coach.•Instructional design and facilitation of training and transition process for new hires taking part in intensive 8 week training program while performing Senior role•Mentoring of reps to reach career goals through job shadowing and individual development plans•Developed and utilized various models of feedback to reach and exceed performance goals based on peer to peer feedback and adult learning styles

Assisted customers in order to save them from canceling accounts by using various products and services to right fit them into out of the box solutions.•Peer development of team members to reach balanced metrics by lowering overall call resolution time 100%•Project Management as high performer of team competitions and incentives to maintain top notch performance and morale

Provided world class customer service utilizing excellent verbal and written communication skills and knowledge of all tools and systems•Team building using strong communication skills, immediate high performance and relationship building in a team of 15 peers and and 2 leaders•Performed above and beyond expectations within 6 months as a new hire to be in top 10% of national rankings by increasing overall balanced perfromance metrics

•Instructional design and program development of ice hockey classes and trainings for youth and adults of all skill levels•Project management of several adult and youth level ice hockey tournaments with full sponsorship from local and national vendors involving teams from all over the world and USA

•Problem solving with out of the box solutions in everyday banking transactions•Training entire staff with new computer systems because of advanced aptitude with computers

•Mentoring of inner city youth through knowledge of music, computers and technology•Fundraising from various local sponsors to raise funds to help build a recording studio and furnish after school program with new computers and office equipment

Attended and graduated from extensive and intense 14 month Sound Arts program at Ex'pression Center for New Media in Emeryville, CA. Gained an extensive knowledge of all areas of audio engineering including, but not limited to, recording, mixing and mastering engineering, production, sound for movies, games, and television, live sound FOH, monitoring, and recording, studio maintenance.• Worked with industry professionals including Producer Jack Douglas and Engineer Dave Bell