As an Operations manager I plan, coordinate, and direct the support serviced delivery on client accounts. I I take the lead role in client interaction ensuring client satisfaction and providing account direction. I establish specific expense, revenue, and profit goals . My success is measured by the well being of my account specific financials, client satisfaction, and employee development and retention.

I was responsible for leading a team of service professionals supporting complex clients in a fast-paced and metric-driven environment. Guiding customer service agents in delivering service and operational excellence through the consistent application of strategies. I provided the leadership and innovation necessary for continuous improvement while ensuring a positive work environment.

I was responsible for providing Key insights and expert knowledge to customer service associates. I organized my peers and coordinated the teams efforts to ensure all associates had access to consistent and accurate information to meet clients expectation and customer needs. Trained new associates in the technical aspects of clients systems and provided expert knowledge for up to date processes and policies.

Front line customer service representative for Capital One Credit Card division for both main stream credit card and specialty cards.

Managed a team of 7 to 8 callers- Created goals and plans to achieve those goals for each caller - Assisted interviewing and hiring new employees - Trained new and experienced employees - Performed statistical analysis on calling and revenue data - Planned major events

The main point of the research was to find out what a BYU library family room would look like and what the families that will use the room expect out of the family room. As a research group we used three modes of data collection. First we sent out a general web survey to both BYU students and faculty; then visited 7 different local libraries and 2 university libraries to observe parent/child interaction in a library environment and how the library facilitated these families; Finally as a team, performed over 10 hours of in depth interviews divided between personal one on one and three separate focus group interviews. After compiling and analyzing the data, we came up with unique insights and suggestions for the BYU Family room, and presented them in front of a Private Donor, the Head Librarian, and Dean of the Family, Home, and Social Science School.

Outbound calling soliciting charitable donations for Brigham Young University and Brigham Young University at Hawaii. Raised over $50,000 in a semester. Achieved the Student Caller Award, where I a was awarded for being the top telefunder for the semester and a good example as a student caller.

I sold Internet, Television, and Home phone services for AT&T for the as a third party vendor. I was also responsible for ensuring the customer was receiving what would meet their needs and answer any other customer service issue that were with in reason