Experience

• 

  Nova t.c.

  Sept 2003 - Aug 2005

  Teacher

   Supervised classroom staff Created educational credit recovery and advancement plan for each student. Communicated educational evaluations that were apart of total evaluations used by Douglas and Sarpy county Juvenile courts. Guided and developed new physical education program.

• 

  Papillion-lavista south high school

  Aug 2005 - Jun 2007

  Special education teacher

   Supervised and evaluated Paraprofessionals in the classroom setting. Developed curriculum and instructed life and work skill development courses Spearheaded, developed and implemented Individualized Education Plans Successfully created grant proposal and received $1000.00 for the creation of a Listening Library, which included audio books of required novels as well as independent pleasure reading to assist disabled students.

• 

  Paypal

  Oct 2007 - now

  • Lead a team of 19 or more Frontline Teammates. o Perform weekly 1 on 1 coaching sessions utilizing Behavior Based Coaching skills o Complete Root Cause Analysis to determine behavioral coaching objectives to obtain highest ROI on agent KPI improvemento Utilize Nice Performance Management, MicroStrategy and Tableau reporting in KPI tracking and Root Cause Analysis.o Created Team Learning training on Change Management, Subject Matter and KPI improvement Learnings, Strategic Thinking, Career and Leadership Development. • Run One Team Call and Coaching Calibration bi-monthly sessions across all sites Omaha, Chandler and multiple Partner Sites in Manilla, Philippines.• Partner with Talent Management in interviewing and hiring new Talent.• Board Member of Leadership Development Site committee, PayPal Give Team, Unity Women’s Affinity Group and the Rewards and Recognition Site wide committees.• Create Department Incentives for Teammates and Team Leaders. • Created Department Culture Champions program.• Organized Holiday cross-departmental charity initiative. Show less Merchant Solutions/Payflow Gateway Support Agent Jan 2012 to CurrentSenior Agent Customer Service Sept 2010 to Jan.2012Conduct 1 on 1 sessions with agentsCreate and Conduct team learning sessionsAssist phone agents in questions and escalationsResolved Customer issues in escalated calls from phone support agents. Fraud Prevention Agent December 2008 to 2010 Responsible for working Account Take Over/Prevention fraud queues, spoof claims and stolen credit card service requests- exceed my productivity goals while working on Spoof Service Requests, emails, ATO/Prevention Queues. Interact with users in a calm, pleasant, and professional manner to determine validity of activity Additional tasks that I take on include, heading up the teams agent recognition committee and fun committee. Made outbound contact to customers and financial institutions to verify account activity Recognized as team player of month in December 2009 as well as received several weekly team contribution awards. Created and conducted Team Learning Sessions to focus on the customer and the quality of service we provide. Ran multiple team stand-up sessions. Created and conducted group 1 on1 to focus on leadership skills and styles. Mentored new hire trainees Consumer Operations –Community Support agent October 2007 to December 2008 Assist customers via email and phone with a variety of inquiries including ACH, credit card, banking issues, account security and dispute resolution Received PSAT May 2008 Maintained consistent quality customer service stats above department average. Received numerous customer escalations for providing superior service. Mentored new hire trainees and was selected to participate in customer service feedback discussion group. Show less

  • Sr Team Leader

    Aug 2016 - now

  • Team Lead

    Jul 2015 - Jul 2016

  • Business Support Senior Agent

    Nov 2013 - Jun 2015

  • Merchant Solutions/Payflow Agent

    Oct 2007 - Jan 2014