Experience

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  United states air force

  Jun 1979 - May 1983

  Electronic warfare systems technician

  Avionics technician on SR71 and U2 aircraft

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  Aztec copy, inc

  Jan 1995 - Jan 1999

  Sales manager

  • Created outside sales strategies.• Expanded print brokering (outsourcing) within company• Prospected new clients and managed active client base

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  Convergys

  Jan 2001 - Mar 2004

  Team leader

  Responsible for supporting; coaching; developing and supervising a group of employees in a call center help and sales environmentResolved escalated customer issuesChaired weekly meetings for specialty group Acting Manager when needed. Reviewed statistics on a daily basis and provided constructive coaching and Provided subject matter expertise for agents through utilization of tools provided as well as information from training and calibrations

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  Utah symphony & opera 2004 - 2006

  Jan 2004 - May 2006

  Senior events coordinator

  • Contacted patrons to promote current season events and productions• Created and conducted training to develop telemarketing team for an arts organization• Created forms, training aids and daily tips to increase sales

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  Alphamailers

  Aug 2004 - Aug 2005

  General manager

  • Scheduling of small to mid-size bulk mail projects• Project management of all direct mail projects • A/R, A/P and Payroll• Managed permanent and temporary staff

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  Utah symphony | utah opera

  Jan 2006 - Jan 2011

  Volunteer
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  Inmoment (formerly mindshare technologies, inc.)

  Aug 2006 - Feb 2011

  Implementation manager

  Project Management, Account Management, Thought Leadership, Analysis• Designed survey and reporting solutions that became company standards • Helped clients define KPIs to ensure customer satisfaction.• Manage multiple projects and effectively prioritize deliverables.• Provided account management functions for client.• Rapid response to client requests, and issues in a fast-paced, start-up environment.• Scoped project to define optimal solution for client to achieve operational improvement.• Created training documents, quick-tip sheets and presentation materials for new product features.• Created analytic and consultative presentations for clientC-level executives.• Product Subject Matter Expert. Свернуть

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  Tomax corporation

  Jul 2011 - Oct 2012

  Customer support advocate

  Project Management, Data Maps, Software Testing• Assisted customers with the function and usage of software applications. • Provided and/or applied configuration/setup of software applications. • Executed data fixes using PL/SQL.• Prepared and troubleshot flat files using data maps.• Worked with development to ensure timely resolution.• Troubleshoot software to identify system bugs.• Assisted with final testing of bug fixes and enhancements.• Logged issues and solutions in Phaseware ticketing system.• Primary liaison between Tomax and customer. Свернуть

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  Staywell (formerly krames staywell)

  Oct 2012 - Jul 2013

  Implementation project manager (consultant)

  Project Management, Product Management, Business Process Improvement• Led internal team to define and map implementation processes.• Acted as primary point of contact during implementation of website integration projects.• Worked with internal and external IT teams, web developers and designers daily to complete projects.• Transitioned new product including documenting, training and defining processes. • Led team to beta test new PMO processes.• Created client facing and internal documentation for multiple products.• Managed multiple implementations simultaneously; consistently meeting or exceeding client expectations.• Conducted Scoping, Status and requirements calls with client and internal teams.• Provided timely status reports.• Created timelines, SOWs, checklists and presentation documents. Свернуть

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  Consultnet

  Feb 2014 - Aug 2015

  Project manager

   Project Management, Resource Allocation, Process Improvement• Introduced and established project management process and procedures for managed services company.• Created project plans & templates, assigned team members and monitored work. • Identified resource needs based on project type and duration.• Managed timeline and scope issues to satisfaction of all stakeholders.• Coordinated communication with all stakeholders.• Designed, implemented and revised project management tools and documentation. • Worked closely with internal teams and outside vendors to ensure project success.• Implemented changes wihin ConnectWise.• Managed multiple projects simultaneously. Свернуть

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  Helix education

  Aug 2015 - Dec 2015

  Project manager (consultant)

  Project Management, Deployment Planning, Print Management• Developed and updated schedules for multiple marketing projects; including traditional print, email, social media and websites.• Acting technical consultant; provided options to client solutions, creative team and the client throughout the workflow phases.• Responsible for execution and delivery of client projects within the company including, direct mail, email and dialog, lead delivery, and other Ad Hoc projects. • Detail oriented focus to define clear requirements, scope, and timelines.• Strong, effective communication with internal teams and client facing representatives.• Initiated and led Post Project Reviews with a focus on increased quality and efficiency and a written follow-up.• Worked closely wed developers to create new or update existing web sites for clients.• Worked directly with printers to ensure success of print campaigns. Свернуть

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  Boyd gaming

  Feb 2016 - Aug 2016

  It project coordinator (consultant)

  Project Management, Project Planning, Business Process Improvement, Vendor Management, Analysis• Developed and updated all documentation, including complex schedules, for multiple projects throughout the 5 phase project workflow• PMO point of contact for all Compliance submissions, including managing, tracking, and communications.• Project Manager for multiple mid-size projects.• Detail oriented focus to define clear requirements, scope, timelines, budget and resources for projects both as a coordinator and project manager.• Strong, effective communication with internal teams and external vendors.• Key contributor to newly formed PMO policy and procedures. Designed documents and defined processes currently being used in ITPMO.• Responsible for weekly and monthly Executive and GM Status Reports.• Manage tracking and reporting of Capital Hours for IT Department.• Implemented Project Approval Process for all IT projects.• Manage all ITPMO Change Requests from submission to project close Свернуть

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  Dms marketing

  Mar 2018 - Dec 2018

  Project manager

  Project Management, Resource Management, Scheduling, Direct Mail, Vendor Management● Oversaw multiple projects focusing on grant driven marketing campaigns including social media, digital, print, radio and direct mail with budgets up to $1.3● Managed resources for all projects● Work with cross functional teams for project success● Developed and maintained complex schedules for multifaceted projects● Work closely with creative, digital, production and account teams for project success● Responsible for all projects both commercial and government● Administrator for Wrike project management software and Workfront Proof software Свернуть

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  Ready for my next challenge

  Jan 2019 - Feb 2022

  Project manager or project coordinator

  After taking over a year off due to a family emergency, I am ready to return to work. I am looking for a remote project manager or project coordinator position. Thank you for any assistance.

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  The bowen group

  Nov 2020 - Jan 2023

  Supervisor department of veterans affairs hotline

  The Bowen Group Customer Service Supervisor April 2021 – PresentCustomer Service, Time Management, Contact Center, Supervisor, Escalations, Productivity● Ensure tasks are assigned to CSRs with clear plan of action● Monitor CSR work performance and production● Recommend and participate in contact center planning● Identify calls that must be escalated to management. De-escalte escalated calls.● Determine most appropriate course of action and/or identify alternatives in resolving issues● Communicate with customers through phone, chat, text, or other forms of messaging● Perform supervisory review of cases● Review reports, case notes, and rosters submitted by CSRs● Review CSR call volume reports to evaluate productivity● Prepare shift operational assessments, after action reports, and weekly statistical data reports for presentation. The Bowen Group Customer Service Representative November 2020 – March 2021Customer Service, Time Management, Contact Center● Understand and explain Department of Veterans Affairs (VA) services or procedures● Ask probing questions to identify requests for VA services and information● Accurately record details of calls and other service requests in an expected time frame● Select appropriate VA services to meet the specific needs of customers● Utilize Salesforce to accurately record caller and call information● Organize and prioritize multiple tasks Свернуть

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  My home

  Jan 2023 - now

  Family time

  I have been taking time off to take care of family health issues. I am now ready to return to work.