• Assist instructors and students to identify and resolve technical and operational problems with our course sites.• Work directly with instructors to construct and customize their courses approximately 30 per semester.• Conduct individual webinar training for new customers.• Provide quality assurance testing of new products for courses and Learning Management System (LMS)components and help to identify and recommend process improvements.• Assist with DMCA copyright infringement audits.• Familiar with LMS formats – Moodle, Blackboard, Canvas, and D2L Brightspace.• Create short instructional videos for the new OnMusic Companion course site.

*Promoted 2017• Supervised a nine-member customer service team, i.e., training, coaching, performance evaluation, escalated customer calls, and problem solving.• Key team player for streamlining daily procedures that effected a reduction in quote cycle time to 2 days while increasing margin rate to over 30% and quote conversion rate to 75%.• Continually met sales goals for several years running. Avendra National Account has increased from $3.5M in 2003 to $135M in 2018. Hospitality Special Orders Sales in 2018 will exceed $8M. • Worked extensively with Marriott at the corporate, management, and property levels to provide seamless support and maintain brand standard consistency.• Handled office and employee needs including interviewing candidates, assessing performance, conducting reviews, and coaching to develop customer service staff.• Motivated staff and drove process improvement with an emphasis on associate development.• Created a quick reference guide used to empower the associates and quicken reaction times and problem resolution.• Respected as a collaborative team player and go to person with colleagues, customers and vendor contacts. Always developed relationships with partners in other functional areas such as Merchandising, Inventory Control and Operations/Distribution Centers.

*Promoted 2007• Fostered a friendly team environment and supported team members with escalated issues and problem solving.• Worked directly with "Green Team" to streamline process for sales team to offer LED rebates to customers. Creating part numbers, standardized pricing and ordering process which resulted in NE region having over $1M in rebate sales in a 2-year period.• Created specifications and managed Red Lion floor mat programs for National Account Manager and Red Lion Corporate. Researched different types of floor mats to accommodate the esthetic design, sent samples for approval, formed designs with manufacturing company and received final approval on full size version. Created part numbers, set customer pricing, and standardized ordering process.• Directly supported Marriott Corporate procurement on new builds and renovation orders by processing their purchase orders, tracking, and reconciling any order discrepancies.• Directly worked with National accounts that required specialized program management. • Helped to expand the Sterling office's support role with Avendra contract.• Oversaw team through migration from Seibel/Oracle CRM to SAP. Became a point person for assistance from my team as well as from other parts of the company.

Acquired EMS in December 2003 • After acquisition handled accounting responsibilities to close out EMS open invoices which included paying vendor invoices and processing check runs.• Transitioned into customer service after acquisition was complete. • Maintained top level customer service which helped to have minimal to no customer loss during transition.• Forged new relationships within new organization, both inside and outside, to showcase value of the Sterling office.• Special ordering process is a smaller scale version of the entire purchasing process of a company handled in one department. Researched, sourced, priced, ordered, and billed special-order (non-stock) products.

(Acquired by HD Supply in 2003) • Handled administrative operations that touched every aspect of the business. • Direct assistant to the general manager which involved updating images for the website, creating sales flyers for outside sales, and creating content for the new product catalog.• Supervised the front desk receptionist and provided back up for the accounting department; both accounts payable and receivables. • My overall knowledge of the company was pivotal to the successful integration when the company was sold to HD Supply.

· Adjudicated claims submitted to the company for payment.· Evaluated all claims for accuracy, completeness and adherence to program policy.· Authorized and issued payments, adjustments and denial letters.

· Primary function was to reduce the cost of replacement products. Efforts resulted in approximately $30,000- $40,000/month savings for the company.· Decided if units should be replaced and conducted appropriate replacement product research when warranted.· Interacted daily with replacement vendors to acquire the best price for replacement products.· Processed claims and monthly reports.

Answered customer questions and resolved issues relating to claims, warranties, and servicing products. Demonstrated superior customer relations and met quality standards in a fast paced environment.