OUR MISSIONThe mission of the association is to facilitate the financial security of its members, associates, and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community.OUR CORE VAUESService | Loyalty | Honesty | Integrity

Started as a Commercial / Roll-Off Dispatcher and became known as the "go to guy" whenever there was a customer service or operations challenge with an immediate need to get the job done. Promoted ten months later to a call center Inside Commercial Sales Representative where recognized as Most Improved Agent in 2013. Also winner of the National Super Bowl of Service 1st quarter 2014 competition. Consistently achieved some of the teams highest Salesforce.com quality scores each month of 2014. Promoted ten months later to Learning and Development Corporate Trainer.* Lead curriculum proofer due to laser focus on content and design.* Maintained strong participant engagement through creative delivery and having fun! * Attained highest test scores for call center customer service new hires (91%) in the Virtual Classroom.* Received the highest class assessment for call center customer service new hires (4.67 out of a possible 5.0) in the Virtual Classroom.Certified Trainer by ASTD, 2014Certified Adobe Connect Virtual Trainer, 2014.

Specializing in Global Supply Chain / Logistics, packaging, crating, domestic and international package or freight shipping, 3PL, state of the art document finishing services, high speed full color or black and white photo copying.• Attained highly successful and profitable stores due to laser focus on performance metrics, outside sales, marketing practices and a never ending emphasis on customer service, relations and retention.• Achieved 98% employee retention through training, emphasizing work methods and performance expectations.• Maintained zero reportable injuries by implementing, training and enforcing stringent safe work methods.

Sierra Safety, Visalia, CA (2010)Safety Trainer / ConsultantCrafted and facilitated training for Kraft Foods employees to become CDL qualified Tractor /Trailer operators. Also trained and certified them in the safe operation of “Doubles” or combination trailer use. Training included 30% classroom and 70% on site or on road one-on-one instruction. This campaign achieved a 99% certification rate.Strategic Branding USA, Scottsdale, AZ (2008)Director of Operations and Logistics ManagerManaging Member of a Direct Response TV Infomercial company. Lead the development and execution of the Business Plan. Strong focus on New Invention Discovery, Development and Logistics. This company was dissolved due to the untimely death of our partner, Billy Mays, “The King of Infomercials”. Sandstrom As Seen On TV Company, Scottsdale, AZ (2007)Director of Operations and Logistics ManagerLead the the design, editing, development and execution of the Business Plan, Franchise Operating Agreement and Franchisee Operating Guidelines. Also strong focus on New Product Discovery and Logistics. The Arizona operations were relocated to Seattle, WA.

Operations Manager / Corporate Trainer for Work and Safety Methods:UPS Package Delivery Drivers, Tractor Trailer Drivers, and all Sort Facility Employees.* Driver Trainer School, Chicago, IL (One year)Considered UPS’s elite training facility, DTS’ purpose is to qualify UPS management as Safety and Driver’s Education Instructors. One of nine instructors selected from hundreds of candidates to teach at this facility.Developed new instructional methods – shifting the paradigm and achieving improved test results from 88% to 94%.Designed and implemented new student evaluations that enabled the students to recognize their strong and weak points on a daily basis, as well as emphasize exactly what was needed to become qualified. Instructor qualifications that year improved from 77% to 92%.Achieved the highest Instructor’s evaluation score ever awarded by the school. * Operations Manager Phoenix Sorting Facility (Four years)Managed Training, Safety and Performance of more than 175 Sort Facility employees and 25 management while processing well over 100,000 packages per day in a high performance environment.Improved load quality 8% and damage reduction 12% by crafting and implementing employee focus groups and empowerment programs.Designed and implemented a Safety Awareness program (Lead Employee Mentors New Hires) that resulted in a 40% reduction of reportable injuries.Reduced the employee turnover rate from 53% to 22% by creating and leading an Employee Trainer Support program.* Tractor / Trailer Operations and Safety Manager for Arizona and Nevada (Six years)Managed and led 125 employees and 10 management in the Dispatch, Scheduling, Training and the Driver Teams.Recognized and solved management / employee labor relations issues by developing focus groups and enhancing training methods which resulted in an 8% improvement in productivity.Turned around a non-motivated staff resulting in improving the Employee Relations Index from 88% to 92%.