As a quality Analyst, I identify, analyze and improve quality, to ensure delivery of SLA quality metrics per our contract. This includes but is not limited to auditing, creating & reviewing quality reports, trending and analyzing audit findings, answering examiner questions, client communications, training, continuing education programs assisting in the development of employees so they can keep pace with the changing needs of the organization, and to ensure that processes are in place to meet the goals and objectives of the client and the organization. Achievements: Work with minimal supervision and is frequently required to use professional skills, discretion and sensitivity while addressing various quality and training issues. A valued team member in determining departmental needs and serving as a resource for the CSR’s and management; provided quality review and training for the further development of each employee. Work well with a variety of individuals and able to resolve issues professionally. As a leader, I interface with various operations management personnel.

• Monitored and reported hourly call volume for the Call Center department to meet Service Levels goals of 80% for 30 intervals each day.• Analyzed population data; call volume modeling, handling times, and marketing trends.• Supported middle and upper management by developing accurate reporting tools and drafting reports.• Collected, consolidated and analyzed population data for internal customers using multiple spreadsheet and data base programs using Excel, InContact, and Aspect.• Forecasted necessary staffing for the Call Center department for any given time of day to ensure proper phone coverage in all business units.• Analyzed collected forecast data to determine scheduling options for employees and administrate shift bids.• Evaluated staffing levels to approve or decline requests for time off and schedule changes.• Analyzed existing staffing and evaluated the need for additional hours.• Direct staffing movement within departments, by updating reallocation information, monitoring attendance.• Updated procedures and other reference materials as requested.

I create opportunities for an enhanced online purchasing experience, As a Sr. Customer Care Specialist, I give customers the benefit of knowing when things go wrong, I am there to help them and make it right. I handle each expectation for the benefit of each customer, follow company guidelines in offering parts, discounts to keep or returns for damaged or defective items. I assist sales by offering alternative products for discontinued items and follow up on complaints and returns.

I create opportunities for Agencies, Foundations, Corporations, and Citizens to help turn leaders into leaders through grants, donations, and estate planning.

The Combined Federal Campaign (CFC) Coordinator oversees the implementation of the Combined Federal Campaign. Primary duties include: 1) Liaison with the Local Federal Coordinating Committee (LFCC) and United Way of the Midlands who acts as the Principal Combined Fund Organization (PCFO) to raise $800,000 to $1,000,000 from federal civilian, Military, and Government agencies from September to December of each year.2) Work with charities as needed during the application and appeal process.3) Process all pledges and reports on the campaign. 4) Manage and train Federal Loaned Executives in preparation for, during and after the campaign.

As Executive Director I serve as the executive officer of RTBS, supervising all personnel and activities including:•Conducting all development activities, including grant requests and annual appeals.• Acting as a liaison to the Board of Directors and reporting on finances and programs at the monthly meetings.• Manages the strategic mission and vision, as approved by the Board.• Develop and manage short and long-range operational and fund-raising plans.• Develop the annual budget with guidance from the Board and prudently manage the organization’s resources within those budget guidelines.All this among other things.

Oversees the implementation of strategic fundraising including major gifts,corporate donations, grant solicitation, and in-kind resources. Work with the Executive Director and Board of Directors to plan and organize fund development activities, and promote Banister's Leadership Academy.

As the founder of VII Finger Productions (VIIFP), I am dedicated to providing nonprofit organizations with an advertising agency that continually evolves, offers integrated services, value based pricing, and diverse revenue streams in an open and collaborative strategy. VIIFP hires and retains the best, most versatile talent dedicated to bring direct results, increased profitability, and doing remarkable and amazing things by completing the missions of nonprofits.

Provided Voice services for a National full-service radio network company utilizing digital platforms including the web, audio production, and social networking for Country, Hot AC, Oldies, Classic Rock, and Rhythmic AC Formats for 250 + affiliates. Work hours included weekends, holidays, and fill-in for full-time staff. Addition duties included assisting affiliates in updating the EZ Localize system and helping them with routine, level one operational questions regarding the STORQ system, provide excellent customer focus and direct calls from affiliates to programming, technical or customer service as needed.

Reviewed and inspected insurance claims to determine that repairs had been made in accordance with company practices and procedures. Inspected properties in foreclosure and reported irregularities.

Made and confirmed reservations for Carlson hotel brands in an inbound call center. Directed passengers to designated concourse, piers, and provided tourists with travel information, such as points of interest, restaurants, rates, and emergency services when needed.

Provide the necessary supervision and counseling with parents to ensure the safety and well-being of a child during visits with relatives. Provide intervention, safety and well-being of a child; ensuring the topics of conversation are appropriate; ensuring family members maintain appropriate roles; ensure visits are positive and productive; and document the factual observation of the visit in a report format required by the State of NE.

Duties include executing and producing several radio formats for local affiliates on air through performing for and interacting with the audience and clients in studio and/or remote broadcasts to ensure the station’s ratings success. General responsibilities include entertaining & informing the audience. Assist in special promotions and programming activities through acting as an emcee for public and/or private events. Required knowledge, skills, and abilities to complete these duties requires (1) computer literacy in applicable programs, such as Next Gen, Cool Edit, Music Master, Selector, MS Office, etc. (2) Excellent verbal communication skills with public speaking skills and the ability to interact with listeners and clients in a public setting. (3) Problem-solving ability and skill in prioritizing with an ability to interact with management and staff at all levels, multi-task and handle pressures and deadlines.

Performed a variety of tasks on and off the air including: announce station program information, such as Read prepared scripts or made ad-lib commentary on the air. Used a variety of written scripts as required an prepared those through research and writing. Operated the control board, monitored the transmitter, kept a log of the station's daily programming, and produced advertisements and other recorded material.

Performed a variety of tasks on and off the air including: announce station program information, such as program schedules and station breaks for commercials, or public-service information, and introduced and closed programs. Read prepared scripts or made ad-lib commentary on the air. Used a variety of written scripts as required an prepared those through research and writing. Provided commentary during sporting events, parades, and on other occasions through promotional appearances and remote broadcasts for the station. Operated the control board, monitored the transmitter, kept a log of the station's daily programming, and produced advertisements and other recorded material

Coordinate activities of technical departments, such as taping, editing, engineering, and maintenance, to produce radio or television programs .Plan and coordinate various aspects of radio, television, stage, or motion picture production, such as selecting script, coordinating writing, directing and editing, and arranging financing. Audition and interview performers to select most appropriate talent for parts in stage, television, radio, or motion picture productions

Performed a variety of tasks on and off the air including: announce station program information, such as program schedules and station breaks for commercials, or public-service information, and introduced and closed programs. Read prepared scripts or made ad-lib commentary on the air. Used a variety of written scripts as required an prepared those through research and writing. Provided commentary during sporting events, parades, and on other occasions through promotional appearances and remote broadcasts for the station.

Developed, prioritized, organized, and successfully executed promotion programs that combine advertising with purchasing incentives to increase sales and programming objectives, specific goals and plan. Executed these objectives using several broadcast services such as: direct mail, newspaper inserts, in-store displays and advertisements, product endorsements, or other special events. Purchased incentives included discounts, samples, gifts, rebates, coupons, sweepstakes, and contests. Engaged in promoting or creating good will for advertising corporations, groups, and nonprofit organizations by writing or selecting favorable publicity material and releasing it through the various radio stations. Prepared and arranges station display, communicated with people outside the organization, representing the organization to customers, the public, government, and other external sources in person, in writing, or by telephone. Performed with Air Talent and dealt directly with the public.

Performed a variety of tasks on and off the air including: announce station program information, such as program schedules and station breaks for commercials, or public-service information, and introduced and closed programs. Read prepared scripts or made ad-lib commentary on the air. Used a variety of written scripts as required an prepared those through research and writing. Provided commentary during sporting events, parades, and on other occasions through promotional appearances and remote broadcasts for the station.

Directed and coordinated the activities of 10 personnel, engaged in preparation of radio or station program schedules and programs for AM talk radio format. Analyzed, interpreted, and broadcast entertainment, lifestyle, and news received from various sources. Talked on radio, interviewed guests, acted as master of ceremonies, read news flashes, identify station by giving call letters, or announce song title and artist.

Directed and coordinated the activities of 50 personnel, engaged in preparation of radio or station program schedules and programs for AM talk radio format and Alternative rock formats. Analyzed, interpreted, and broadcast entertainment, lifestyle, and news received from various sources. Talked on radio, interviewed guests, acted as master of ceremonies, read news flashes, identify station by giving call letters, or announce song title and artist.