Experience

• 

  Chase

  May 2009 - May 2017

  Multiple positions: see in description

  Personal Banker | Small Business Banker | Customer Service Representative | Vault/Lead Teller | Full Tie Teller | Part Time Teller• Led sales in the region for Credit cards, checking accounts & new business checking accounts with point-of-sale machines.• Achieved the highest customer survey score every month in branch | Consistently top 10 customer survey rating in the company.• Implemented a system for bankers to use to ensure proper documentation was provided at account opening.• Identified a fraudulent cashier’s check scheme that prevented over 1 million dollars of bank loss• Trained & developed other personal & small business bakers w/ customer service guidance & sales coaching to improve sales numbers. • Presented business packages and loans to business owners.• Assisted the branch loss by identifying thousands of dollars’ worth of counterfeit bills as well as fraudulent documentation that had passed the "light test" Show less

• 

  Convergint

  May 2017 - Feb 2024

  | TOP % Program Managers in organization | out of 212 | 8/2021-Current• Orchestrated 288% growth in 2 years’ time.• Collaborated w/ directors and executives within Humana security concerns addressing those with approved technology.• Performed high level customer service to Humana's safety and security "customers" at over 1200+ locations in the USA.• Considered by Humana the sole reason for choosing to do business with Convergint.• Managed metrics for service and projects.• Foster and manage relationships in Convergent. • Oversee and achieve customer goals inside and outside of prevue | Considered subject matter expert.• Oversaw managing contracts for master service agreements, alarm agreements, embedded employee contract.• Developed an internal system to Coordinate hiring, interviewing, and onboarding of all colleagues.• Facilitate pricing, service, embedded employee contracts, alarm contracts, service rates & installation rates for groups.• Institute quality check and commission with a documented testing report.• Manages warranty and "time and material" service requests, insuring fair compensation.• Provide project management for large scale projects for long time periods. • Provide a consistent delivery to the stake holders.• Received the ACE Award for Customer and Operational Excellence for 2022.• Provide backup and training for all of the direct reports. • Spearhead coaching, developing, and putting employees in training.• Formulate and provide high level data metrics for presentation to Humana Stakeholders, everyday customers, executive leadership, & at procurement parties.• Assist in determining performance & base future decisions off trending data. • Collaborates with subject matter experts to offer the best technology.• Developed Playbook and Installed handbook issued to all Convergint offices. • Known for the most detailed documentation.• Perform at top level of engagement as stated by managers throughout the USA. Show less • Executed jobs in CCTV, Alarm system, licensing, Equipment orders, and access control ranging from 40-80 projects and projects back log of between 1 million to 5 million in project value.• Directed and organized parts, schedules, and work crews for project execution.• Developed a scheduling system between 4 projects managers and 2 install crews.• Served as the only Project manager/coordinator after Covid layoffs | served as such for 1 year in the regions and the Fire section.• Orchestrated applications for permits | submitted designs based on permitting specifications, worked with building departments to foster relationships continue projects.• Coordinated email & phone communications to customers, managers, field crews, and other colleagues. • Managed Warehouse and project inventory | included shipping details, general ledger system applications, accounts payable/receivable for all projects.• Forecasted project performance, allowing management to base revenue on this forecast. Show less • Oversaw all service tickets via service portal, phone calls and email requests for Ohio, West Virginia, Kentucky, Western Pennsylvania, and Indiana.• Dispatched and communicated with all techs in those regions, ranging between 10-and 20 techs.• Implemented national service delivery for large insurance customer | collaboration between time zones, customer points of contact scheduling, handling complaints and invoice management.• Received an ACE Award for customer excellence.• Supervised the service team while the acting manager was on health leave for 9 months.• Organized and developed the service department with tools that are still used today• Spearheaded community outreach activities office did every year | organized who, what activities done, and scope the group accomplished.• Coordinated volunteer group | aligned on scope of work for the activities.• Served as head of the party committee for the office, organized all company "fun and laughter" events which occurred every quarter, outside of working hours | for 5 years. Show less

  • Program Manager

    Aug 2021 - Feb 2024

  • Project Coordinator II

    Sept 2019 - Aug 2021

  • Service Coordinator

    May 2017 - Sept 2019
• 

  Everon

  Mar 2024 - now

  National account project manager