- Currently serving as team lead on an ongoing project helping the Enrollment division to consolidate their different contact centers (SFS, Admissions, Registrar) into a cohesive integrated platform for all Enrollment inquiries- Developed, built and implemented the AskFinance Customer Portal, allowing UVA employees to access their AskFinance tickets in a self-service portal.- Co-administer the UVAOps Salesforce instance which supports HR, UVAFinance and Student Financial Services.- Lead, collaborate, and document functional area users through project methodologies to identify requirements and implement business solutions.

- Develop knowledge articles to streamline agent experience and standardize customer response- In first six months resolved over 2700 Salesforce cases while maintaining customer survey scores of 4.5/5 - Provide customer-service to internal and external stakeholders across phone, email, and in-person communication through management of enterprise-wide contact via our solutions center phone and email- Leverage Salesforce to manage inquiries, track customer experience and build metrics that tell the complete agent story- Chosen to develop and lead training of interim agents during a surge of invoice processing

- Maintain daily record keeping and reporting of active projects, working with stakeholders to keep them updated on the status of their requests, ensuring timely completion - Plan, coordinate, and execute facilities requests including but not limited to office setups, moving equipment across Grounds, outfitting and updating spaces such as installing a PA system in Brown Library- Collaborate with University Libraries team on facilities needs during the renovation and eventual reopening of the Main Library- Serve as liaison and project manager with housekeeping, Grounds preservations team, and central facilities teams to coordinate and execute service requests- Managed Library Facilities presence on Confluence intranet- Identified an opportunity to increase efficacy and efficiency of ticketing system and currently leading a project to demonstrate the operational potential and present finding to leadership- Initiated cost-savings by reducing storage footprint, saving more than $6k annually in storage costs

- Responsible for the investigation of alleged misconduct of CFA Program exam candidates.- Developed process for reducing file size of outgoing PDF files. The 40% reduction in file size served stakeholders across the globe.- Automated process to create new records for incoming cases, reducing man-hours by 75%.- Developed new spreadsheets to aid in more efficient case processing for myself and my colleagues.- Began secondment in April 2020 in CFA Institute Global Customer Care serving clients across the globe.- Chosen by IT staff to do alpha testing on pending product rollouts for Global Customer Care staff.- I am quick learner who was chosen to support multiple teams in the Global Customer Care division during my secondment.- As part of significant reductions (100+ employees) across CFA Institute, my role was eliminated in December 2020. I was twice asked twice to extend my time at CFA Institute, continued supporting the Global Customer Care team through April 2021.

Entry into the program requires a manager recommendation, an interview and a Predictive Index analysis. The program provides a deeper understanding of, and functional capability in, various departments, with the goal of becoming a branch or regional manager of a Gentle Giant location.The program included training outside of my primary department, Operations. I worked with the Quality Control and Move Coordination departments. I established a standardized note-taking shorthand for the Move Coordination department, allowing greater flexibility in staffing support.

As a crew chief, I am responsible for client communication and managing expectations, payment collection, driving and loading 26 ft box trucks, and coordination of crews with up to 6 members, often on moves that take part over multiple days.

- Responsible for all HR, IT, and Financial aspects of the business- Built and implemented website lead collection form that generated sales over $100K in first year- Implemented mobile time tracking that provides real time information to crews and management- Handled recruitment, hiring, and on-boarding of more than a dozen employees- Responsible for daily bookkeeping, monthly reconciliations, and company payroll

- Responsible for setting initial meetings for sales team through direct business contacts- Generated over 60 new contacts during a 2 month contract- Helped with database clean up during integration of multiple Salesforce.com accounts

- Managed a crew of 2-3 people on a daily basis- Communicated with clients regarding status of move- Drive and pack 16ft straight truck- Led numerous internal strategic and policy developments

- Provide administrative support for Executive Director as well as entire staff of 15.- Desktop IT support.- Handle petty cash and deposits.

- Responsible for overseeing thousands of projects over the course of position.- Daily prioritize deadlines among multiple projects under my management.- Consistent communication with General, Operation, and Production Managers as well as clients to ensure projects are completed on time and to satisfaction of client.- Directly manage 1-3 people on a daily basis.- Proficient in Microsoft Office Suite and LAW PreDiscovery.

- Responsible for all client communications throughout cycle of each job.- Develop new relationships with legal and consulting professionals in the Washington D.C. area.- Prospect for and obtained new business via cold calling and existing client relationships.

- Collaborated with another student to produce, write, compose, act, direct, film, and edit "Philip Goes to UMW" and "Joey Goes to UMW", the officially sponsored and sanctioned DVD introductions to the University of Mary Washington for incoming students.- Selected as sole student representative on committee that created "UMWLive!" student blogs on the main university homepage. Subsequently chosen as one of five students to represent the University of Mary Washington as a blogger on "UMWLive!"