Experience

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  Us army

  May 2005 - Sept 2010

  Infantry officer
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  Washington high school

  Mar 2011 - now

  Head track and field coach
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  Tacoma public utilities

  Jul 2012 - Feb 2025

  This position is required to assess, design, develop, and implement training and development programs in the Customer Services Department of Tacoma Public Utilities (TPU). The work performed by this position contributes to the overall mission of TPU by developing high-performing customer service representatives, leads, and supervisors who work directly with customers.Supervise the day-to-day activities of the Customer Services training staff, including task/project assignments and performance management.Manage the training and development processes for TPU Customer Services: Design, develop, plan, and implement staff development programs for managers, supervisors, and support staff regarding quality, management skills, software, and other training as needed. Execute training needs as determined through needs assessment through or requests. Align programs with organizational development needs and vision of the department.Provide Organizational Change Management (OCM) guidance and support to Customer Services projects. Supervise the development of change resistance strategies and communications plans throughout the OCM process to ensure desired speed of adoptionProvide leadership and innovation in selecting and presenting workshops and training modules in customer satisfaction, call center and billing best practices, leadership, team building, conflict resolution, and other areas as properly assessedAssist in the development of stategic plans, Customer Service policies, goals, objectives and performance standards. Assure operating policies and procedures are applied consistently. Provide direct assistance to Assistant Customer Services Managers in achieving the goals and objectives of the CS Business Office, Field Operations, and Operations SupportFacilitate process improvement teams comprised of relevant team members to address and prescribe solutions for organizational challenges and improvement opportunities. Show less

  • Assistant Customer Service Manager

    Jun 2020 - Feb 2025

  • Training Manager

    Jul 2012 - Jun 2020
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  Tacoma water

  Dec 2024 - now

  Division manager - maintenance & construction