Experience

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  United states air force

  Jun 1987 - Nov 1996

  Military officer

  Reserve Military Officer, Ops. Honorable discharged, 1996.

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  Cellular one, mccall cellular

  Jan 1988 - Mar 1991

  Business account executive, business to business sales

  Business Account Manager

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  Calfarm insurance

  Mar 1991 - Apr 1995

  Commercial insurance agent/broker

  Comerical Insurance Agent, Business Insurance, Life & Health insurance products.

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  Doyle insurance services

  Apr 1994 - Dec 1999

  Commercial insurance agent/broker

  Worked in specialized vertical markets to provide commercial property and liability insurance and business planning.

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  Verizon wireless

  Jan 1999 - Jun 2005

  Customer Care Coordinator, Customer contact resolution team coordinator, Customer resolution team, Team Lead. This role handles a high volume of inbound customer calls and is responsible for providing high quality customer service on calls that are generally routine and sometimes unique in nature. Responsible for conducting Tier 1 trouble shooting when customers require device assistance. Provide customer service transactions, including but not limited to; equipment troubleshooting, call handling, billing, service and equipment inquiries and all other customer transactions. Handles own customer escalations and minimizes transfers. Show less Sales Results: Meet and exceed monthly sales and retention objectives. Qualify and close prospective customers, and recommend appropriate wireless solutions with regard to price plans, enhanced services, handsets and accessories. Customer Retention: Maintain and grow existing customer base and manage churn. Call on existing customers for contract renewals, and various data, accessory, and handset upsell opportunities. Order Processing: Accurately process customer sales orders. Training / Meetings: Responsible for thorough knowledge of all Telesales center functions. Remain current on all wireless products and services, industry and competitive trends. Attend all applicable trainings / meetings. Show less

  • Customer Service / Order processing - Customer Care, West Area Coordinator

    May 2003 - Jun 2005

  • Customer Care Team Coordinator/Conflict Resolution Team

    Apr 2003 - Aug 2004

  • National Account Coordinator

    Mar 2001 - Apr 2003

  • Sales / Solution selling to all customer/business types – Telesales

    Jan 1999 - Apr 2002
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  Verizon

  Oct 2005 - Jan 2017

  Customer Care Analyst, Customer contact resolution team coordinator, Customer resolution team. This role handles a high volume of inbound customer calls and is responsible for providing high quality customer service on calls that are generally routine and sometimes unique in nature. Responsible for conducting Tier 1 trouble shooting when customers require device assistance. Provide customer service transactions, including but not limited to; equipment troubleshooting, call handling, billing, service and equipment inquiries and all other customer transactions. Handles own customer escalations and minimizes transfers. Show less Call Center Supervisor Business and Government Customer Accounts. In this role I manage a team of 13-17 customer services analyst to ensure optimal productivity and quality customer satisfaction. This includes supervision, staffing and scheduling team activities in the call center; coordinating and conducting communication and staff training sessions; evaluating employee performance; providing ongoing coaching and development; conducting monthly, quarterly and annual performance reviews; handling escalated customer complaints. Show less Account Manager in this role my duties and responsibilities included timely account implementation, forecasting and planning with sales teams, customers and cross functionally with other department heads. Develop and maintain customer profiles to comply with segmented database management system. Plan, coordinate and implement multiple projects simultaneously such as large orders, plan changes and equipment upgrades. Increase customer loyalty by building a relationship with customers from the point of sale through various stages of their lifecycle in partnership with the sales teams. Manage account receivable, perform billing audits, and perform weekly, monthly reports for assigned accounts. Managed accounts with monthly revenue of 3.7 million.Responsible for operation and management of 12 national accounts like Microsoft, Safeway, Qualcomm, Harrah's Casino's. I manage all account A/R's and account relationships between the national account and our sales teams. Show less

  • Customer Contact Analyst

    Aug 2014 - Jan 2017

  • Leadership / Management - Supervisor-Business/Govt Account Services WEST

    Mar 2007 - Aug 2014

  • Leadership / Management - Supervisor-Customer Service - WEST National Accounts

    Mar 2007 - Jun 2008

  • Account Management / Project Management /Selling Solutions - Global Enterprise Advisor

    Oct 2005 - Mar 2007
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  California department of managed health care

  May 2019 - now

  The mission of the DMHC is to protect consumers health care rights and ensure a stable health care delivery system. The DMHC ensures the health care system works for consumers. This Department protects the health care rights of more than 25 million Californians by regulating health care service plans, assisting consumers through help center, educating consumers on their rights and responsibilities and preserving the financial stability of the managed health care system.

  • Health Case Manager/Analyst

    Jan 2021 - now

  • Associate Govermental Program Analyst - Training Coordinator, Special Projects.

    May 2017 - now

  • Project Manager

    May 2019 - Jan 2021