Performing a variety of roles in the Bellevue School district when needed. Working with a variety of ages in differing capacities.

Managed a group of 10-13 Account Customer Satisfaction Managers for the Western US. Engaged with HP Sales, Technical Support, Product Divisions, and Services to insure overall satisfaction for customer's HP experience. Promoted a positive team atmosphere for a remote group of people.

Managed the SupportOne Technical Account Managers during the first few months of the HP-Compaq Merger; Interacted with Sales, Service, Support and Technical Teams to insure top HP Accounts were satisfied with their HP Window products; Worked with SupportOne Program Manager to review current accounts and make sure they still met the requirements for the program. Merged this team with the pre-merger Compaq Account Customer Satisfaction Manager team.

Supervised 25 technical call center agents providing phone and e-mail support to business desktop customers. Became the site lead for a new team within the call center that provided end-to-end monitoring for on-site services and made it a successful program. Facilitated several sub-teams and developed process improvements that streamlined the job, helped decrease errors, and improved customer satisfaction. Determined staffing for 24x7 team covering several different product lines. Managed the move of over 100 technical support agents and engineers from various product lines to a new location. Worked closely with IT personnel, business line managers, agents, and facilities to complete move on time. Compiled monthly reports on call volume, service level, call length. Had monthly one-on-ones with employees to listen to their concerns and to provide performance feedback.

Supervised 30 technical support agents at Hewlett Packard. Ran monthly call stats for each agent and provided feedback as needed. Responsible for interviewing and identifying new hires to fill openings. Hired approximately 50 people during this period. Acted as a liaison between the HP personnel and the Volt employees during their tenure and made sure they had computers, logins, mentors, etc. Managed any seating changes of HP and Volt employees when new trainees arrived. Facilitated monthly coffee talks with approximately 80 support agents. Shared information from both HP and Volt managers with staff.

Established and maintained general office duties, such as budget and IT needs. Marketed a curriculum for working with at-risk students to schools across the nation. Presented information to various school personnel in Colorado. Developed mailing lists, letters and statistical reports. Updated website as needed. Organized local conferences and helped plan others around the country.

Facilitated case management for 15 adolescents. Provided family, individual and group counseling. Completed quarterly and annual reviews for each adolescent, in addition to attending court hearings to review their status. Facilitated several groups, such as self-esteem, positive peer interaction, anger management, and short term group. Supervised family visits when needed.

Worked with 15-20 families as a family counselor. Worked with volunteers from the community in a mentoring program for children on my caseload. Co-facilitated a divorce group, a step-family group, an adolescent self-esteem group and a juvenile offender group in the Laramie County Jail. Interacted with various schools as a member of the crisis team.