• Manage and provide supervision to the Student Business Services and Parking Services departments.• Develops and updates policies and procedures for efficient and effective daily operations. • Continually analyzes the workflow of processes and makes changes as needed. • Provides training of all processes to ensure an efficient and effective operation. • Coordinate with schools and departments for events that require special parking arrangements or enforcement attention. • Handle all customer complaints that require supervisor attention. • Timely preparation of reports to meet both internal and external deadlines. Accurate and organized presentation of data. Completes reports and related materials with a professional appearance with limited guidance. • Provide administrative review of all parking citation appeals. Prepare 2nd and 3rd appeals for review processes. • Maintain a working knowledge of State of Texas laws, HSC OPs and Board of Regents policies regarding student tuition and fees, etc. • Support various functions for the Student Business Services department including providing exceptional customer service to internal and external customers of Student Business Services. • Develop and implement policies for the collection of both current and past due receivables for student tuition/ fee accounts and short term loans. • Directly responsible for hiring, coaching and developing employees in the Student Business Services organization.

• Completed all required training from the Texas Commission on Law Enforcement • Worked assigned calls for service within the city of Lubbock. • Apprehended offenders and make arrest as needed. • Transported and booked in offenders in to the Lubbock County Detention Center • Patrol an assigned area for crime prevention and to monitor traffic laws. • Work all other duties as assigned.

• Assisted with inventory audits for cell sites in West Texas• Ordered and received new equipment as it arrived and distributed it to cell site as needed• Performed audits on all locations to ensure accuracy. • Completed all required reports in a timely manner.• Utilized People Soft and other tools to perform daily functions.

• Met and exceeded monthly sales quota objectives by acquiring and retaining the accounts of small to mid-sized businesses. • Generated new business in assigned territories through prospecting, cold calling networking and generating leads and referrals. • Identified customer needs and utilized solution-based selling techniques to fully demonstrate the value of Verizon Wireless products and services. • Recommended wireless solutions with regard to price plans, data and other enhanced services, handsets and accessories. • Negotiated and closed deals.

• Supervised day to day operations within Customer Service area• Monitored employee performance• Coached and developed employees to meet and exceed department goals and objectives• Managed department moves/new installations• Consulted with departments and configured phone systems to meet their needs• Developed and implemented VoIP Contact Center application in various departments throughout the campus• Developed automated flow for new work order system.• Managed all wireless CRU lines of service for Texas Tech University• Maintained relationship between university and all wireless carriers

• Successfully increased revenue growth in the West Texas Higher Education/Healthcare institutions.• Managed 15 Higher Education and Healthcare accounts. • Used AT&T Solutions Training to achieve expected sales results. • Utilized a Sales Force Automation application to maintain sales activity. • Successfully worked independently with minimal or no supervision.• Facilitated training for customers to use AT&T Premier website and new products.• Established relationships with customers resulting in higher territory sales• Took ownership of escalated issues to make sure customer satisfaction was high.• Consulted with various departments to provide mobile business applications • Successfully launched Student iPhone program for Abilene Christian University.• Worked with local AT&T Retail management to ensure high IRU and CRU satisfaction• Implemented IRU program for faculty and staff at West Texas Higher Education institutions.

• Managed 16-32 Customer Service Representatives• Evaluated and monitored daily performance• Coached team members to meet and exceed AT&T's goals and objectives• Audited team members for churn and credit applied to customer accounts• Handled escalated situations to find "win-win" situations for the customer and company.• Trained new products and services as they became available

• Resolved all issues and monitored communication flow between South Texas direct and indirect sales channels and all customer care centers• Solved customer related issues from the point of sale and the call center• Worked with local network operations team to solve and escalate technical issues that were impacting customers. • Trained new products, services, and promotions• Provided competitive information and analyzed churn data• Worked with the Office of the President and the Better Business Bureaus in South Texas to establish and continue a good working relationship.• Worked with handset vendors to train and demonstrate new products

• Worked with Quality Assurance Team to monitor call center personal• Managed Transition/New Hire Group• Customer Service Manager for all markets in the South Central Region • Conducted training for online data base

• Handled escalated wireless network issues• Monitored Technical Support Representatives for quality assurance• Trained new products and services• Managed Tier II schedule and shift adherence.