Keith Rogers Email & Phone Number

Sanford, Fl, Us

• IT Help Desk Manager supporting 24/7/365 Salesforce implementation for the VA Digital Transformation Center (DTC) Health Health Cloud CRM project for a large federal government agency (the Department of Veteran Affairs AKA 'The VA').• Responsibilities include managing security, troubleshooting, and end-user support for one of the largest Salesforce implementations in America. • Support the daily cross-functional operational readiness of the federal agency’s shared Salesforce platform by leading a team of 10 Salesforce Administrators.• Manage security, users, roles, profiles, groups, queues, and other Salesforce setup options.• Logs incoming calls and resolutions via a ticketing system (e.g. Salesforce, ServiceNow, MS Power Apps).• Lead the response to system incidents on Major Incident Management (MIM) calls ensuring timely resolution and minimal impact on business operations.• Coordinate with over ten VA IT departaments to diagnose and troubleshoot complex system issues.• Communicate incident status, resolution steps, and impact to stakeholders and senior management.• Serve as the primary point of contact for incident management and escalation during my shifts.• Maintain detailed documentation of all incidents, root causes, and resolutions.• Analyze system performance metrics to identify potential issues and opportunities for improvement.• Develop and enforce incident management policies, procedures, and best practices.• Prepare and deliver incident reports, including impact assessments and resolution timelines.• Facilitate post-incident reviews and create action plans based on lessons learned.• Provide regular updates to stakeholders on outages and improvement efforts.• Lead cross-functional incident response team and coordinate efforts to resolve incidents quickly.• Mentor and train team members on incident management processes and ITIL best practices.

• Served as a security technical writer for the FedRAMP process to achieve an Authority To Operate (ATO).• Acted as a security specialist for FedRAMP High Cybersecurity NIST SP 800-53 System Security Plan (SSP). Note: SP is similar to CSF except SP is more prescribed and CSF is more results-based (more open).• Obtained working-level expertise with the National Institute of Standards and Technologies (NIST) Risk Management Framework (RMF) specifically the NIST SP 800-53 Rev. 5 series of control families and approaches.• Familiar with Risk Management Frameworks (RMF) compliance requirements.• Supported security assessment activities by ensuring that appropriate scope and focused objectives were defined.• Analyzed security requirements, measures, and concerns to assist clients in developing effective strategies for mitigating information security risks.• Scheduled and conducted meetings with ISMP stakeholders to review proposed changes and consider input from the business.

Altamonte Springs, Fl, Us

Besides playing an active role in photography sessions I am also responsible for all marketing to generate new leads. My duties specifically include website development, organic search engine optimization (SEO), pay per click (PPC), targeted landing pages, Google Ads, Google Maps, social media marketing, CRM, SMS, email, print and video.

Germantown, Tennessee, Us

Leasing Consultant at Mid-America Apartment Communities (MAA) at Colonial Village at Twin Lakes in Sanford, FL. http://maatwinlakes.com/Relate warmly to diverse individuals at all levels; respectful yet assertive communication style.Ensure the highest level of customer service listening to residents while resolving issues.Troubleshoot and resolve disputes, including noise, late fees, and damage/cleaning fees.Experienced creating notices to cure, filing evictions, walking move-outs, and deposit accounting.Assist with renter’s insurance compliance and delinquency issues.Maintain a 96%+ occupancy rate, while increasing blended per unit rents.Lease apartments by creating ads, setting appointments, conducting tours, closing, and following up. Lease renewals including processing Yardi batches, printing letters, creating leases, and following up.Conduct weekly market surveys and competitor research regarding occupancy, prices, and features.Ensure apartments and mini-models are clean and ready for immediate occupancy.Arrange resident events, food trucks, and Open Arms charity fundraisers.Author and send mass communications via email.Respond to requests for maintenance and answer questions.MAA is a real estate investment trust (REIT) that focuses on the acquisition, selective development, redevelopment, and management of multifamily homes throughout the Southeastern and Southwestern regions of the United States.Our mission at MAA is to deliver superior service and value for our residents, employees, and shareholders. We refer to this as creating "A Brighter View" and we are doing it every day.MAA owns or had an ownership interest in 300+ communities in 17 states and the District of Columbia. Headquartered in Memphis, Tennessee, MAA is traded on the New York Stock Exchange under the symbol MAA and is included in the S&P 500.

Lakeland, Florida, Us

• Charged with all aspects of merchandising Publix Deli products. Fulfilled orders from large online party platter orders to in-person interactions based on customer buying habits and new product offerings.• Exceeded sales goals by successfully upselling customers using the Publix sales process.• Mastered the full Boresheard lineup that was comprised of 80+ service sliced meats and 30+ service cheese offerings.• Surpassed holiday sales goals to earn an incentive bonus.• Created visually appealing product displays to enhance customer engagement and drive sales.• Prepared high-quality food items while adhering to established recipes and safety protocols.• Delivered exceptional customer service by addressing inquiries and resolving issues promptly.• Collaborated effectively with team members to streamline operations and improve workflow.• Managed inventory levels to ensure product availability and minimize waste.• Implemented rigorous sanitation practices to maintain a clean and safe working environment.

Orlando, Fl, Us

Directed a 100-seat blended call center that sells vacations for timeshare tours. ETourandTravel was purchased by Festiva.Oversaw lead purchases and created a new multimedia training curriculum. Ensured optimum efficiency and compliance for maximum return on investment.

Houston, Texas, Us

Generated leads and closed sales for prepaid funeral plans through in-home consultations, focusing on pre-need arrangements.Dignity Memorial is Service Corporation International (SCI). Locally known as Baldwin Fairchild Funeral Homes.

Outpour™ - Buy A Candle, Feed A ChildI love clean-burning scented soy candles, so much so that I started a business making and selling them. I make them in my kitchen and sell them online, at the Winter Garden Florida Farmers Market and in some retail shops. For every candle sold a portion of the proceeds benefits Feeding Children Everywhere, a wonderful Non-Profit in Longwood Florida.

Orlando, Fl, Us

Responsible for overall marketing and jointly responsible for call center growth/operations and knowledge management.Wrote scripts, training manuals, one-pagers, QA scripts, and more to our Intranet.Responsible for content generation and cohesive graphics selection for all marketing websites, print collateral, and auto-reply emails. Improved Google search results at ETourandTravel from 90% negative to 90% positive. Improved BBB rating from F- to A-. Implemented a strategy of growing web assets, increasing social media engagement, and taking ownership of complaints directly via a special task force for Online Reputation Management (ORM). Grew Facebook Fan Page Likes from 500 Likes to over 20,000.Utilized call center management, training, and coaching experience to seek opportunities to measure and increase sales/service efficiencies at a macro level. Purchased and analyzing 3rd party leads for inbound and outbound sales teams. Headed a task force, including webmaster and hiring a Google AdWords expert, to develop and measure our own leads. Ensured all lead sources complied with national, state, and local regulations. To keep the 100+ seat call center fully staffed, I lead a web-based recruiting initiative to promote call center job opportunities including allowing job seekers to schedule their own interviews online (www.etourandtraveljobs.com). For community outreach, I was the contact person for the University of Central Florida Official Athletic Sponsorship (www.WorkingKnights.com). This team-based face-to-face outreach promoted part-time job opportunities directly to students at UCF sporting events.Consulted 40+ vendors and added the ability for 3rd party vendors to book our partner hotels electronically on a secure booking portal, thus improving the booking speed for guests that would ultimately tour the resorts. (www.ETourandTravelVendors.com)

Parsippany, Nj, Us

Senior Sales and Training Manager, responsible for a broad scope of operations at the highest volume rental car fleet in the world (with up to 20,000 fleet cars on-site in March 2011) with eight concurrent sales/service counters open 24/7 for Avis and Budget at Orlando International Airport. Responsible for all aspects including recruiting, interviewing, hiring, training, coaching, feedback, market research, risk mitigation and union arbitration. Effectively trained and provided ongoing training for up to 100 salespeople and cross-trained 8 operations managers in a dual union environment; actively collaborated in Human Resources with operation functions such as full life cycle recruiting of candidates, verbal/written sales performance evaluations in the presence of customers and applicable KPI's, conducting 30-60-90 sales performance reviews, and participated in personnel investigations. Consistently ensured delivery of quality customer service to all customers, while continuing to focus efforts vital to our growing accounts.• #1 Fuel Service Option sales in the country for both brands, Avis and Budget.• Increased ancillary revenue 3% year over year in a down market.• Active role in union grievance hearings, arbitration, and negotiations• Led quarterly ‘WHEEL’ training sessions and bi-weekly calibrations to keep managers up to date on our counter sales coaching.• Leader of monthly themed counter sales contests to improve sales.• Programmed and launched digital photo frames and display books for upgrades at 4 sales counters.• Used service management principles to prepare staff for new counter service software application.

Orlando, Fl, Us

Accountable for all aspects of project management, as well as providing consulting services to our call centers. Instrumental in creating UCF football game day promotion and website to recruit students for call center positions. Also assisted with the setup of new vacation club company: KGI Destinations.

Orlando, Fl, Us

Managed all aspects of sales activities and personnel involved in selling vacation ownership (timeshare) tour packages on a national basis in Kissimmee, FL. Recognized as the Top Producing outbound call center among all corporate call centers four out of five years. The sales manager position entailed managing, motivating, and maintaining a telesales team including candidate recruitment, staff training, work scheduling, performance evaluations, disciplinary action, and terminations for over 40 employees. Wrote sales scripts, rebuttals, QA, training manuals, and ongoing training materials. I also created fun and educational games for both sales contests and even for when the dialer was offline.Effectively managed a variety of financial activities, from budget administration to accounts payable and accounts receivable. Directed all aspects of job fairs, including contract negotiations, staff scheduling. Ensure optimum productivity and budget compliance through ongoing hiring, training, and goal setting. Have accountability discussions as deemed appropriate that also may include employment separation. Managed multiple sales agents, supervisors, sales trainer, and an admin. Office annually sold over 10,000 vacations.Sales exceeded $1 million annually.

Orlando, Fl, Us

Devised and implemented recruiting programs to generate interest in the company. Conducted phone and in-office interviews hiring highly motivated sales agents. Conducted weekly sales training classes that increased agent effectiveness and promoted teamwork. Also trained team members on the use of Noble predictive dialer. Successfully created and implemented an advanced sales training for advanced agents.

Orlando, Fl, Us

Floor Supervisor & Take-Over Closer - Worked at night as a vacation ownership telemarketer. I was promoted after 60 days to Evening Call Center Supervisor to lead and assist other salespeople. I wrote call center rebuttals and sales scripts.

Orlando, Fl, Us

Sold vacation mini vacations via outbound calls.

Led the development, management, and daily operations of a Managed Service Provider (MSP), delivering comprehensive business solutions, technical outsourcing, and website design services to small and medium-sized businesses. Provided end-to-end desktop, network, and printer support, along with the setup and configuration of wireless and wired LANs.Drove business growth through proactive prospecting, networking, and relationship-building, identifying new opportunities and converting them into lasting client partnerships. Trained team members on best practices including ITIL and service management. Developed and presented proposals, closed sales, and maintained strong client relationships, fostering a loyal customer base.

Englewood, Colorado, Us