• 2017 successfully transitioned the Mountain States Call Centers from ADP to Kronos. Created and administered all training to all call center employees from front line agent to VP as well as to all new hires through May 2018. • ADP / eTime management for the Billings and Cheyenne Call Center employees (approx 300 has exempt and non-exempt employees. • Added Retention department in spring 2015 to timekeeping coverage, which includes different pay coding and rules from Video Repair and Billing depts.•Lead in transition from Cablevision/Optimum eTime to Charter eTime profiles in ADP (Dec 2013) ••Troubleshooting and Resolution to ensure adherence to company policy ••Nominated as a Charter Champion (first in the Mountain States) specifically for my work on this six month transition• Consistently monitor and reconcile accrual use between eWFM and ADP for all call center employees• Handled the inventory, distribution, and communications for the Avaya transition from Aspect (June 2014) ••Specifically in regards to the company issued headsets and login information for Billings Call Center• Create and maintain WIKI documents for Supervisors and agents that focus on policy and procedure in regards to time keeping for both eTime and eWFM. • Train all new hires on time card approval and policy. • Two Time Bronze Award winner• Continue many admin duties for VP of Customer Care along with my regular work load. • Event planning, organization

• Implemented an asset management process tracking all company issued equipment for OW Call Center•• Headset implemented asset management: 94% reduction in cost in six months. •• Supply and track ergonomic company issued equipment • Organize all Call Center events throughout the year•• Successful in raising morale while staying within allotted budgets••• Customer Service Appreciation Week••• Spring Call Center Employee Event••• OT Incentive Program (results tracked from eWFM)••• Multiple holiday and special catered events••• Additional Morale boosting events (i.e. Dress-Mas, Fat-Tuesday, Casual Weeks, etc.) • Create Daily Post Mortem Report providing incite and analysis for previous days’ performance for Customer Service Senior Executives. • WIRE Coordinator for Billings Call Center

• EWFM Reports Coordinator from 5/09 to 7/09•• Produced all daily reports for Management and Supervisors•• Notified Manager of trends in data to determine loss of productivity in Call Center•• Created any additional reports / spreadsheets as needed by Management•• Completed Basic and Intermittent Course levels of Microsoft Excel at MSU-B•• Assisted in creating Time Sheet / PTO Tracker procedures • Monitor activities and Coached Tier1 Agents for higher productivity• Provided weekly stats for team • De-escalated customer calls as Escalation Supervisor as needed • Provided technical support and communication to NOC and Agent floor during outages and on call• Demonstrated ability to successfully organize and lead activities for call center personnel

• Provided excellent customer service for all customers needing trouble shooting for Video, Billing, Internet, Digital Phone, and Email services via online Chat and Email• Coached new Tier 1 hires as needed, when available• Developed standards and practices for E-Care Support• Created Interactive Presentation about E-Care and led to multiple new hire classes• Supervised, Supported and Shadowed several modules in Aug 2008 Tier 1 Training Class

•Provided excellent customer service for all inbound calling customers while troubleshooting Internet, Digital Phone, and Email Services• Communicated to Training department about needed tools / information for improvement of Tier 1 Agents• Shadowed Supervisors (M. McKensie, T. Popp, C. McNiven, C. Dent), Commercial Dept, Tier 2• Participated in Supervisor Training Presentation 01-08 by Cody McNiven

• Improved communication between departments, vendors, and customers which led to higher productivity and increase in approvals for warranty claims• Increased revenue and record keeping for several departments by creating new policies and procedures• Improved employee performance and proficiency for retail and fuel sales • Supervised and trained new hires for Yard Department (6 to 10 employees for 2 years)• Made all travel arrangements for Mechanics’ training bi-annually.

Updated calendar of events, coordinated mailing campaigns, tech support, handled all correspondence when owner was traveling.

grades K-12

• Supervised Kitchen staff and Servers (approx 10-15 employees)• Trained new wait staff• Maintained high level of quality customer service

Worked part time in Student Services, External Relations, and the Library while studying full time.

Oncology / Pulminology Department

Summer Season Homer Spit location, Alaska.