T-MOBILE USA, Redmond, OR 2004 - 2012 Operations Supervisor 2009 - 2012 Managed staff of 15 Customer Service and Sales Representatives and two supporting Supervisor Assistants.• Mentored and trained new hires to drive performance and increase output quickly.• Improved employee productivity and quality by identifying behaviors and managing adjustments. • Developed talent to impact productivity and performance resulting in meeting retention goals. • Improved facility morale by initiating program of incentives and fun for positive results. Senior Representative 2007 - 2009Assist supervisor in improving front line representatives in customer service and efficiencies.• Encouraged and reinforced Customer Service and Sales Representatives development plan.• Motivated employees to align goals with business needs.Customer Loyalty Representative 2006 – 2007Managed high customer retention levels with existing customers concerns and resolving to retain business.• Ability to establish and maintained high level of customer service with escalated customers.• Exceeded monthly retention goals resulting in consistent customer satisfaction and retention. . Customer Service Representative 2004 - 2006Front line representative responsible for assisting customers with device setup, troubleshooting and billing questions.• Flexible and adept at handling change.• Committed to continuous learning.

SUMMARYCall center professional with demonstrated success leading front-line teams in a competitive, performance driven environment. Expert-level skill in behavior-based coaching and Customer Service and Sales Representative development. Leadership strengths include motivation, innovation, listening, communicating. Skilled in providing feedback to encourage excellence in performance. Personal style is positive, organized and detail-oriented. Experienced in: • Product Sales • People Management• Call Center Systems Expertise • Quality Assurance• Project Management • Customer Service and Sales• Talent Development & Alignment • Employee Recruitment & RetentionConsumer Cellular, Redmond, OR 2018 – 2020 Senior Supervisor - Supervisor 2012 - 2018 Coached and developed Supervisors and Representatives• Mentored and trained new Supervisors to drive performance, taught strength based coaching skills to increase employee retention• Developed training programs to enhance Supervisors skills in time management and productivity• Talent acquisition• Motivated employees to align goals with business needs.Awards: PC Mag – Top mobile carrier in it’s annual ‘Consumer Recommended” list for 2018Net promoter score of 87 out of 100 – which PC magazine stated “user love” was almost unheard of in the tech worldJD Powers – #1 seven times in a row for Customer Service among Non-Contract value wireless providers.Market Force – Named favorite wireless provider two years in a row for Non-Contract value wireless providers.

Driven, versatile sales representative with stellar profit growth and performance record achieved through consultative client management. Excel at building trust and rapport among key accounts to cultivate long-term, profitable partnerships. • Competitive sales performance resulting winning major 2.5MM contract from competitor.

Owner operator of Farmstead Country Catering and Industrial Catering: The Cater Gator • Generated over 1 million in sales.• Catered for top country performers – Willie Nelson, Reba Mcentire, Tim McGraw, Diamond Rio and many others.