Specialize in providing training on improving customer interaction and creating a superior customer experience.

• Led the development of a startup contact center, overseeing recruitment, onboarding, and training of new hires.• Managed daily operations of a call center with 50 agents, handling up to 2000 calls per day.• Implemented Performance Improvement Program including training, coaching, and quality assurance.• Forecasted staffing requirements and monitored daily demand to ensure optimal resource allocation.• Developed and implemented training programs and standard operating procedures to enhance operational efficiency and compliance.

• Provided exceptional customer service to Medicare recipients, handling 60-80 calls per shift.• Utilized knowledge databases to address member inquiries and complaints.• Developed strong de-escalation skills to manage challenging situations effectively.

• Managed business operations for the New Orleans Gulf Coast district, achieving profitability and efficiency.• Implemented onboarding training model praised by management and recommended to Area Managers nationwide.• Effectively managed staffing assignments and reduced expenses by 18% through diligent cost management.

• Promoted to the role of TSA Security Manager with a focus on ensuring the highest standards of security across three airports in compliance with DHS protocols. • Played a key role in establishing and refining standard operating procedures during the department's inaugural year. Demonstrated motivational leadership in supporting agents through initial challenges. • Conducted candidate interviews and assessments, along with monthly scheduling of agents. • Oversaw daily security checkpoint operations, providing guidance to Supervisors and employing effective de-escalation techniques to address passenger complaints. • Meticulously conducted inspections of passenger items, successfully confiscating numerous prohibited items such as firearms, illegal drugs, and hazardous chemicals. • Maintained meticulous documentation of critical incidents and activities, demonstrating strong report-writing skills and attention to detail.

• As a Training Officer, I directed training programs across 23 individual units, ensuring adherence to military regulations and directives while monitoring and evaluating training execution.• In the role of Operations Officer for a military division, I orchestrated the movement of over 320 military vehicles and power units for deployment to Saudi Arabia. Achieved a 100% success rate in the shipment of all items with no major infractions.• Served as Controller for a military organization, managing a $1.2 million budget. Oversaw budgeting processes, procurement of supplies and equipment, conducted financial analysis to identify cost efficiencies, and administered the government credit card program.• As Installation Commander, I oversaw the security, morale, welfare, and living arrangements for over 2500 personnel stationed at an Iraqi base. Implemented improvements such as paved roads, free internet service, upgraded sleeping quarters, and expanded dining options, enhancing the quality of life for personnel.40+ hrs/wk

• Utilizing my military background as a logistician, I worked as the Logistics Manager for an Information Technology training company responsible for the timely shipment of training material and equipment nationwide for industry experts to conduct onsite training• This required a good understanding of shipment modes, constraints and processes• Managed a team of six technician responsible for equipment storage, repair and shipment• Managed a warehouse containing over $3 million of technical equipment and supplies• I reformatted the warehouse layout for a more efficient operation• Assign and/or delegate daily assignments as needed to complete warehouse duties in an efficient manner• Developed a Quality Assurance process to minimize shipping errors