ServiceNow NextGen Program: Duties, Successes, and Highlights (Weeks 1-7)Major Duties:Comprehensive Platform Training:Mastering key ServiceNow modules, including Incident, Problem, and Change Management.Hands-on experience with the ServiceNow Developer Instance to build workflows, UI policies, and form configurations.Practical Application & Integration:Implementing Flow Designer for process automation and Integration Hub to connect external systems.Applying real-world scenarios related to IT Service Management (ITSM) and HR Service Delivery (HRSD).Career Development:Participating in resume workshops, interview preparation sessions, and career coaching.Engaging with industry professionals through networking events and study groups.Mock Exams and Practice Sessions:Taking CSA mock exams to gauge progress and identify improvement areas.Reviewing and analyzing practice test results to fine-tune preparation strategies.Successes & Key Highlights:Completion of Core Training Modules:Achieved a strong grasp of workflow automation and platform customization through hands-on exercises.Advanced Features Mastery:Successfully implemented process automations using Flow Designer, enhancing platform efficiency.Active Community Engagement:Built connections within the ServiceNow NextGen alumni network and participated in peer study groups.Career-Ready Milestones:Refined resume and interview skills through career support activities, boosting career readiness.Consistent Progress in Certification Prep:Demonstrated solid exam preparedness by completing multiple mock CSA tests, with steady improvement in scores.

Welcome to PSYBERHERD™: Your Gateway to Transformative Leadership and Innovation.🌟At PSYBERHERD™, we are committed to advancing Emotional Intelligence 💡, reshaping cultures 🌍, and fostering operational excellence and workplace well-being.🌱Emotional Intelligence LeadershipEmbark on a journey of self-awareness and interpersonal mastery. Our expertise empowers leaders to navigate challenges with resilience 💪, empathy 🤝, and visionary foresight, amplifying impact.Organizational DevelopmentExperience cultural evolution with PSYBERHERD™. We specialize in Change Management 🔄, Team Development 🤝, and Employee Engagement, cultivating environments driven by success and innovation.🚀Operational ExcellenceDiscover the power of Operational Efficiency through methodologies like Lean Six Sigma 📊 and Continuous Improvement. We optimize processes to achieve peak digital performance in today's fast-paced landscape.⚙️Human Resources and People DevelopmentUnlock human capital potential with PSYBERHERD™'s HR strategies. We shape thriving workforces through tailored Talent Development initiatives and strategic HR management.🎯Workplace Well-beingLead the charge in workplace wellness with our pioneering programs 🧘, emphasizing Work-Life Balance ⚖️ and Employee Health. We prioritize mental well-being to enhance overall workplace satisfaction.😊Consulting and Leadership CoachingNavigate leadership complexities with PSYBERHERD™'s Executive Coaching and Strategic Consulting services, enhancing your strategic impact and effectiveness.🧑‍💼Join PSYBERHERD™ for tailored leadership narratives that resonate across Technology Leadership 💻 and Cybersecurity Culture 🔐. Empower your teams with PSYBERHERD™, unleashing measurable improvements in productivity 📈, purpose, performance, and well-being. Experience a transformative journey where Leadership Inspires Action 💥 and Organizations Flourish.🌻Let our narratives be your catalyst for unparalleled success.🌐✨

Proactively engaged with members to address complex product and sales inquiries, leveraging advanced system applications to deliver precise, timely, and relevant information. This approach ensured members received exceptional support and valuable assistance, enhancing their overall experience.Consistently delivered high-quality, friendly, and accurate service, building and nurturing strong customer relationships. This commitment to timely and effective service contributed to meeting and exceeding member health and service needs.Maintained rigorous standards of accuracy in document verification and transaction processing, prioritizing data privacy and compliance with stringent data protection regulations. Demonstrated a strong focus on operational excellence and confidentiality.Collaborated effectively with team members to efficiently handle member requests and orders, achieving 100% adherence to response time and quality goals. This teamwork facilitated a streamlined, responsive, and high-performing customer service environment.Conducted thorough research and analysis to resolve intricate payment issues, showcasing strong problem-solving skills. Engaged with vendors, payees, and contractors to build a robust sales funnel, driving significant revenue growth and business development.Oversaw logistics and merchandising operations with a keen eye for detail, ensuring efficient product management and optimal presentation. This strategic approach enhanced the customer experience and contributed to increased sales performance and operational success.

• Spearheaded the expansion of Sysco's billion-dollar sales portfolio through a strategic mix of cold calling, networking events, and thorough research and development. This proactive approach consistently led to acquiring new clients and driving significant revenue growth.Skillfully managed and nurtured a diverse customer base by providing growth strategies, innovative menu ideas, and timely market updates. These initiatives not only enhanced customer retention but also stimulated increased business and long-term partnerships.Demonstrated exceptional prospecting abilities by consistently securing and opening new accounts, aligning with company objectives and Customer Management Program (CMP) goals. This contributed significantly to achieving sales targets and enhancing overall company performance.Led the development of competitive pricing structures and comprehensive order guides, ensuring effective pricing strategies and streamlined ordering processes that supported operational efficiency and customer satisfaction.Actively engaged in sales meetings and training sessions, offering valuable insights, strategies, and best practices. This participation fostered team cohesion, maintained a strong focus on sales objectives, and contributed to continuous improvement.Cultivated and maintained robust working relationships with customer service and operational teams, ensuring the seamless delivery of exceptional service and enhancing overall customer satisfaction.

Expert in Small Business Development Consulting with a focus on impactful business plans, marketing strategies, and Public Relations. Proficient in Constant Contact CRM and social media engagement.Founded and led the Morgan State University Entrepreneurial Society. As Editor-in-Chief of the Morgan State Spokesman and spokesperson for the Morgan MILE Male Initiative, demonstrated leadership and communication excellence.Co-founded Morgan State’s first youth-focused entrepreneurship conference, www.eyeforchange.org, now in its 18th year. Developed strategic plans for satellite entrepreneurial societies.Facilitated annual workshops on The CashFlow Quadrant, enhancing financial literacy and strategic business thinking.Served as Adjunct Professor, mentoring first-generation college students and volunteering at the Baltimore Youth Detention Center, teaching entrepreneurship.Delivered impactful presentations and workshops, enhancing public speaking skills and contributing to community engagement and professional development.

🌟 Passionate Educator and Lifelong Learner 🌟In the summer of 2009, I had the privilege of serving as an Adjunct Professor at Morgan State University, where I dedicated my efforts to empowering first-generation college students. My curriculum focused on goal setting and navigating challenges, equipping students with the tools they need to thrive in their academic and personal lives.As I transition from my military career to the tech industry, I carry with me the invaluable lessons of resilience, adaptability, and curiosity. I believe that education is a powerful catalyst for change, and I am committed to fostering growth and innovation in every endeavor.Currently, I am embracing new opportunities with ServiceNow, where I continue to learn and grow. I'm excited to share my journey and connect with others who are passionate about making a difference!

Inside Sales PerformanceGenerated over $350K in sales through 40 new contracts per month, demonstrating strong performance and effective sales strategies.Utilized comprehensive sales cycle techniques, including business client retention, to build and maintain valuable client relationships.Achieved a robust conversion rate by managing 300 daily inbound calls, which significantly improved lead generation and sales results.Enhanced lead generation from an initial contact rate of 13%, showcasing a strong ability to drive results and optimize sales processes.Demonstrated expertise in customer satisfaction, consultative selling, and CRM management, contributing to high levels of client engagement and retention.

Strategic Partnership Management: Cultivated and maintained strategic business relationships as a channel partner with Constant Contact, demonstrating exceptional skills in managing and nurturing partnerships for mutual growth.Entrepreneurial Consulting: Provided expert consulting to over 100 entrepreneurs, delivering comprehensive support in business plans, SWOT analysis, marketing strategies, and financial planning, driving business development and success.Sales and Revenue Growth: Excelled in driving sales and revenue by effectively referring and reselling Constant Contact products. Demonstrated a strong ability to enhance revenue through strategic account management and client referrals.Client Relationship Management: Streamlined client interactions using the Partner Dashboard, ensuring efficient management and delivering high-quality support that enhanced client satisfaction and retention.Certification and Expertise: Earned Constant Contact Certification, showcasing proficiency in advanced features and a commitment to staying updated with industry best practices, enhancing client outcomes and service delivery.Visibility and Credibility: Successfully listed in the Constant Contact Agency Directory, enhancing business visibility and credibility within the network.Revenue Generation: Achieved ongoing monthly revenue share through effective account management and referrals, contributing to sustained business growth and profitability.Advanced Tools Utilization: Leveraged discounted access to premium features, demonstrating a commitment to utilizing advanced tools for optimizing client solutions and outcomes.New Account Acquisition: Proactively acquired new accounts, with bonuses of up to $200 per account, reflecting a results-driven approach to business development.Cross-Functional Collaboration: Worked seamlessly with the Partner Support Team, illustrating effective cross-functional collaboration to achieve optimal client and partner outcomes.

Enacted stakeholder management by interpreting state regulations and policies on health care initiatives.• Developed standard operating procedures and prioritized core business objectives to enhance sales techniques, procedures, communications, and sales team performance.

Managed a $2.5M portfolio of liquidated debt, focusing on accounts valued at 0.7% and higher, demonstrating expertise in handling substantial and complex financial portfolios.Collected an average of $15K per month through advanced negotiation tactics and strategic approaches, showcasing strong performance in debt recovery.Utilized sophisticated negotiation techniques to effectively manage and resolve outstanding debts, contributing to overall financial performance and portfolio management.

Generated over $1M in delinquent debt collection as the #1 producer from coast-to-coast, demonstrating top-tier performance and expertise in risk management.Negotiated consumer credit based on associated risk and federal guidelines, showcasing a deep understanding of credit risk and regulatory compliance.Resolved client billing issues and rectified accounts receivables, effectively reducing the delinquency rate through strategic customer service and negotiation techniques.Enhanced military-to-civilian transition for veterans by facilitating engaging workshops and delivering professional development training, supporting their career development and integration.

Enhanced client decision-making by conducting in-depth market research, leading to a 15% increase in client satisfaction scores as clients utilized insights to identify profitable investment opportunities.Built trust and credibility within the organization by implementing rigorous ethical standards in research practices, which resulted in a 20% reduction in data discrepancies reported by clients.Developed innovative research products tailored to client needs, contributing to a 30% increase in product adoption rates and significantly improving client retention.Fostered a collaborative team environment, leading initiatives that encouraged knowledge sharing and continuous learning, which enhanced team productivity by 25% and reduced project turnaround times.

During my Disney internship as a cashier at the front ticketing booth, I gained valuable hands-on experience in customer service, cash handling, and operational efficiency. My role involved providing friendly, accurate, and timely service to a diverse group of guests, ensuring they had a seamless experience when purchasing tickets and gaining entry to the park.Key responsibilities included managing transactions, handling large sums of money, and utilizing point-of-sale systems to process various payment methods. I was also responsible for troubleshooting ticketing issues, assisting with park information, and providing guidance on promotions and park passes.In addition, I developed strong problem-solving skills by addressing guest concerns and resolving ticketing discrepancies efficiently. Working in a high-energy, fast-paced environment like Disney taught me how to maintain professionalism and calm under pressure, while always delivering a magical experience to every guest.This internship enhanced my customer engagement and communication skills, building a solid foundation for future roles in client-facing and service-oriented environments. The experience fostered a keen attention to detail, teamwork, and a commitment to delivering high-quality service in a dynamic setting.

Top-tier Performer: Consistently achieved monthly top-tier bonuses by exceeding sales and customer satisfaction targets.Negotiation & De-escalation: Masterfully handled high-pressure customer service situations, utilizing negotiation and de-escalation skills to resolve issues and retain high-net-worth clients.Balance Transfers & Client Services: Specialized in managing balance transfers for clients, optimizing their financial outcomes while ensuring a smooth and hassle-free experience.Upselling & Cross-selling: Excelled in identifying client needs, upselling relevant products, and cross-selling additional services, resulting in increased revenue for the company and improved client satisfaction.High-Net-Worth Client Services: Provided exceptional service to high-net-worth individuals, ensuring a personalized and high-quality customer experience that strengthened loyalty and trust.Amortization Expertise: Worked closely with clients to guide them through the complexities of credit card amortization, helping them manage their debt more effectively.MBNA, known for its expertise in credit card amortizations, allowed me to refine my customer service and financial consultation skills while fostering long-term client relationships. This role honed my ability to balance empathy and results, keeping client satisfaction at the core of every interaction.

During my service in the United States Army as a 71L Administrative Specialist in the S1 Personnel Office, I honed a wide range of skills in administration, personnel management, and operational support. My responsibilities included handling vital administrative functions such as maintaining personnel records, preparing reports, and processing leave requests, all while ensuring compliance with military regulations and guidelines.Key duties involved managing correspondence, updating military personnel files, and processing awards, promotions, and assignments. I was instrumental in supporting unit readiness by coordinating travel orders, payroll, and other essential personnel actions. This role required excellent attention to detail, confidentiality, and the ability to manage multiple priorities in a high-pressure environment.Additionally, I provided direct support to senior officers and leadership, ensuring the smooth operation of the unit’s personnel administration. My ability to navigate complex military systems, collaborate with cross-functional teams, and deliver timely solutions to administrative challenges helped maintain operational efficiency.This experience strengthened my organizational, communication, and problem-solving abilities, preparing me for leadership roles in administrative management, human resources, and operational excellence in civilian sectors.