Dissertation Chair 2018 – PRESENTLeads the dissertation committee with clear communication and collaboration regarding dissertation milestone progression. Facilitates timely, substantive feedback to doctoral learners who are in the dissertations process. Coaches the learners through the difficult portions of the dissertation while setting and upholding professional behavior and scholarly standards.Facilitates LoudCloud dissertation coursesRespond to learner questions in the LoudCloudEstablishes an individual communication plan with each learnerMeets with each learner a minimum of 2 times per classCoordinates AQR, IRB, Form and Format submissions and defense calls with the learner and the dissertation committee

Develops and provides quality instruction to doctoral learners in Research courses. Teaches two research courses in the EdD/DBA programEncourages student successPrepares and delivers competency-based, online class instruction, providing theory and practice education; instructs and facilitates a meaningful learning experience of the course competencies in the curriculum.Through distance delivery mechanisms ensures learning objectives are being metStimulates class discussion by fostering and encouraging an online culture of learning that values mutual responsibility, life-long learning, and integrates a Christian worldviewProvides quality holistic feedback to support the numerical scores awarded for assignments

Institutional Review Board Support 2016 – PRESENTProvides backup support to the IRB board when needed. Answers learners’ questions regarding submission for IRB approvals to collect data.Review and approve university exempt Institutional Review Board applications, ensuring compliance with federal guidelinesProvides guidance to learners and faculty members in the review process

Provides systematic attention to the issues arising in the dissertation research process that impact retention. Serves as a support system to students facing isolation during the difficulties of the dissertation phase of the doctoral program. Aids in the increase of collaboration and satisfaction between doctoral learners and their dissertation committee members.Assist in the resolution of communication, faculty performance, writing challenges, and dissertation process issuesManages the challenges of virtual relationships between learners and dissertation committee membersProvides support to dissertation committee members through coaching in the timeliness, tone, delivery, and quality of written feedbackReview and provide Level 7 Form and Formatting feedback to doctoral learners before submitting the manuscript to the dean for signatureManages the content expert dissertation member role and process by reviewing CVs, verifying credentials, and approving for addition to dissertation committees.Delivers content expert training and webinarsDesigns and delivers Form and Formatting webinars to improve the quality of dissertations submitted for dean’s approval

I work with organizations and individuals to assist them in improving their hidden potential so they can achieve higher levels of success.

HIGHLIGHT: I served as National Project Manager for the Jerry Lewis Muscular Dystrophy Association Telethon. In this role I oversaw all telethon telecommunications services for sites in the U.S. and Canada. This involved collaboration with site management for over 380 sites to determine resources available and needed for setup of temporary telephone lines. I managed call routing from national to local lines, and established and enforced national workflow for project roll out. I am proud to say I supported the fundraising efforts of the MDA, allowing the association to exceed annual fundraising goals. I owned post-sale relationships with assigned customers and managed the customer experience across Service Delivery (ordering/provisioning), Service Assurance (maintenance), and Billing. In this role, I acted as the customer's service steward across AT&T's portfolio of services. I acted as the customer advocate which will foster new AT&T business opportunities. I provided proactive monthly Stewardship to assigned customers. I developed and managed Service Action Plans, and delivered full Service Plans to customers, which included a full roadmap for where to go on issues. In addition, I provided project management for "mid-sized" bundled offer projects that did not fit project management minimum threshold guidelines, and ensured that first bill review occurred. I provided proactive order management, and identified jeopardy and escalation when appropriate. I held face-to-face customer meetings, and acted as the maintenance escalation support to customers after escalations are made within the maintenance organization. I collaborated with customers and the account team to encourage eTool adoption for my assigned customers. My assigned customers included CVS|Caremark, ToysRUs, Muscular Dystrophy Association, Insight, Circle K, and DriveTime.

HIGHLIGHT: I led a cross-functional team to reduce end-to-end order cycle time and improve order accuracy. I evaluated sub-standard cycle times and performance to determine the need for an electronic order processing system. This team overhauled and converted over 200 form templates to electronic formats. The team streamlined the order hand-off process, and trained over 40 managers on new form navigation & delivery. I monitored end-user activity and accuracy to ensure compliance. IMPACT: The implementation of this project led to reduced end-to-end cycle time by 9 days and enhanced order accuracy by 23%. The new process eliminated unnecessary handoffs, and reduced number of points of failure.In this role, I directed 5 lead sales support managers and 54 sales support managers throughout 16 offices in the Midwest. I provided world-class service to assigned accounts, including daily coaching and performance management for the sales support management team. I trained and mentored team members to improve their service and technical knowledge. I motivated individual and team performance, and served as the third-level customer escalation point for customers. I led the service organization in the implementation and promotion of the operations vision. I ensured continuous follow-up on all customer communications. In addition, I headed process and project management functions for the Customer Loyalty Team, and managed personnel and customer assignment changes to maintain proper alignment. I conducted resource estimating to support annual budget requests, and held focus groups and compliance checks to ensure sales and service compliance with Customer Loyalty Team processes. I led the 2005 Resource Optimization Task Team, challenged with reducing cycle time and rejects and expediting orders. In this role, I conducted root-cause analysis; developed and implemented solutions, including the design of a mechanized workflow tool to be used across multiple groups.

HIGHLIGHT: I created successful customer loyalty team model. I determined resources and roles necessary to provide optimal customer sales and service. I designed and wrote training curriculum. I traveled between 5 states and trained 680 workers on the customer loyalty team (CLT) process. I conducted team-building exercises and monitored CLT process. IMPACT: I improved customer satisfaction from 58% to 92%. I increased customer retention, thereby retaining revenue. This model resulted in strengthened internal and external customer relationships.In this role, I assisted call center management in evaluation of force versus load, facilitating decisions on resource realignment that ensured balanced workloads. I worked with senior managers to determine expectation for area managers and customer advocates, including appropriate inspection, coaching, and use of reporting tools. I directed efforts to clarify, define, and communicate workflow, roles, and responsibilities with other work groups unfamiliar with the Customer Loyalty Team environment. I managed the hand-off to the process and training management teams for implementation and adherence following recommendation approval documentation of the process and contact information. I developed a customer loyalty model.

HIGHLIGHT: I collaborated with training department to revise training modules, improving customer experience. I assisted the training department with vitalizing initial training for customer advocate new-hires. I Observed and diagnosed gaps in customer advocate performance. I initiated project to rewrite initial training curriculum. I evaluated training delivery for adherence to new curriculum, and set goals for first 90 days out of training. I delegated coaching responsibilities to four coaches and managed 52-member team. IMPACT: Rectified agent retention. Abbreviated call handling times. Lessened repeat customer calls. Revived customer experience with new call center sales and service agents.I supervised the development and management of new customer advocates who were responsible for complex order issuance and post cut-over follow-up. I trained new area managers and customer advocates on proper call handling procedures, effective consulting sales techniques, and desktop management. I held desk-side, remote observations and feedback sessions for new customer advocates to ensure they met monthly objectives. I interfaced with the training organization to identify critical performance gaps for incorporation into the training curriculum. Organized weekly strategy meetings with senior and area managers to prioritize initiatives. I served as a representative for the call center at one-day orientation sessions. I was selected as representative for the Complex Centers on the “Training Design Group;” and reviewed the current training scheduling process, defined opportunities for improvement, determined solutions, identified constraints, and ultimately improved the process.

HIGHLIGHT: I designed and launched quality assurance observation system for telephone contacts. I devised list of criteria necessary to enrich customer experience and promote sales. I evaluated customer advocate call quality based on list. I identified individual development opportunities, and administered coaching plans accordingly. IMPACT: As a result of establishing the quality assurance observation system we refined overall customer advocate performance and customer experience and bolstered call center sales.I located areas of improvement for customer contact efficiency, including call routing, average talk time, and call volumes. I assessed contact behaviors, listened to recorded calls, and analyzed quality; determined if the proper action was taken and if consultative behavior was used. I assisted with contact analyst and area manager coaching, strengthening the focus on objective attainments to improve call center monetary results. I trained new contact analysts.Developed a contact analyst observation system that was implemented organization wide and significantly improved customer experience and sales.

HIGHLIGHT: I served as the lead manager for a team responsible for responding to presidential level customer complaints. In this role I oversaw the daily phone interactions resolutions with large business customers. This involved negotiating with the customer to reach acceptable solutions. I implemented a system to provide feedback to the customer advocates who may have been involved in the transaction that resulted in the executive level complaint. I am proud to say that the handling time for resolving presidential complaints was reduced as a result of the establishment of this team.I oversaw a team of four escalation managers responsible for resolving time sensitive, complex customer issues, including FCC complaints. I identified and analyzed frequent error occurrences and suggested training and coaching modifications to produce consistent behavior and improve the customer experience. I improved customer contact efficiency by focusing on call routing and average talk time reductions, enabling call centers to handle the projected call volume increase. I developed a mechanized system used to track customer escalations.

HIGHLIGHT: I used consultative selling techniques to assist large business customers in making telecommunications purchasing decisions. In this role I identified orders in error status and fixed the errors to ensure timely customer billing. As a result, accurate and timely billing was provided to cusomers.I ensured the highest levels of customer service and analyzed customer product and service needs. I processed accurate service orders, providing medium to large business customers with new and additional telecommunications products. I rewrote incorrect orders for the entire office in order to provide timely and accurate customer billing. I consistently met monthly sales objectives.

Provided quality customer service and conducted needs-based analysis on residential customers’ product and service purchases. Resolved customer billing concerns; negotiated past due billing arrangements with customers. Consistently met and/or exceeded monthly sales objectives.

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