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Work History
Social Media Specialist, 10/2018 to Current
Groupe Dynamite Inc Mont-Royal, QC
  • Streamlined processes and developed needed training and documentation to facilitate change management and implement operational improvements.
  • Increased customer engagement with social media accounts through enhanced communications and increased response rates.
  • Improved social media response time by 70% and ensured inquiries are responded to within 3 hours. Generated interest for new and upcoming product and service releases by managing social media accounts.
  • Participated in talent acquisition and influencer collaborations in in coordination with the public relations department
  • Monitored advancements in social media and technology, working with marketing teams to adopt new platforms and facilitate integration into marketing plans.
  • Managed company's social media presence by administering messages, monitoring posts and auditing responses.
  • Collaborated with advertising, production, and management teams to ensure campaigns were perfectly timed.
  • Wrote social media content to increase engagement with customers.
Store Support And Client Care Specialist, 09/2016 to 09/2018
Groupe Dynamite Inc Mont-Royal, QC
  • Handled and resolved customer communications through multiple channels in a clear, professional and courteous manner.
  • Explored and identified creative ways of overcoming technical and software limitations for stores and customers.
  • Increased customer satisfaction by handling escalated situations and offering appropriate resolutions.
  • Met and exceeded company productivity goals for the employment period.
  • Assisted in training for new hires for customer service and store support
Outbound Call Center Representative, 10/2015 to 12/2015
EVO Payments Montreal, Canada
  • Contact businesses or private individuals by telephone in order to solicit sales for goods or services.
  • Record names, addresses, purchases, and reactions of prospects contacted.
  • Obtain names and telephone numbers of potential customers from sources such as telephone directories.
  • Adjust sales scripts to better target the needs and interests of specific individuals.
Market Research Analyst, 02/2014 to 06/2015
Ipsos Middle East & North Africa Headquarters, Lebanon
  • Developed content intended to communicate research results and findings to clients via powerpoint and reports.
  • Conducted consumer market research in the medical, banking as well as the service sector
  • Monitored project schedule and updated senior team members on progress
  • Stayed abreast of key internal operations groups to enable and facilitate quality data collection (sampling, data collection and data processing)
  • Conducted quality checks throughout the research study life-cycle (data verification, finalizing questionnaires, assisting with client presentation and reports, etc.)
  • Assisted in the development of reports and client deliverables
Outbound Call Center Representative, 03/2013 to 08/2014
Bank of Beirut Beirut, Lebanon
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Managed high call volume with tact and professionalism.
  • Prepared reports and communication for senior management and clients.
Bachelor of Arts: Business Administration - Marketing, 2014
Notre Dame Univesity - Louaize
  • Google Analytics Certificate 
  • Negotiation Skills in Modern Trade Certificate - Phoenix London
  • SPSS - Intermediate Level
  • Photoshop - Intermediate Level
  • Google Analytics Certified
  • Microsoft Office - Advanced Level
  • Fluent in English & French
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Hazardous Materials Specialist with  6 years of professional experience currently serving in the California National Guard with the 95th Weapons and Mass Destruction - Civil Support Team. Previous experience as an Emergency Management Specialist with the 129th Rescue Wing.

  • DOD/ IFSAC HAZMAT Technician Certification
  • California Specialized Training Institute Certified HAZMAT Specialist
  • CBRN Instructor/Trainer
  • CPR certified
  • Proficient with Microsoft Office and Adobe PDF
  • Air Assault qualified
  • Recognized as 129th Civil Engineer Squadron Non-Commissioned Officer of the Year (2018) 
  • Received Air Force Achievement Medal (2016)
  • Received Outstanding Unit Award with 129th Rescue Wing (2016)
  • Received Meritorious Unit Award with the 1st Expeditionary Civil Engineer Group (2016)
  • Received Colonel Frederick J. Reimer Award as team member of top Air National Guard Emergency Management Office of the year (2016)
Survey Team Member 06/2018 to Current 95th Weapons of Mass Destruction - Civil Support Team Hayward, CA

Team Member on a 22-person, rapid response, Civil Support Team that is operationally ready 24 hours/day, 7 days/week for real world missions and training exercises. With the potential to work under hazardous and potentially life threatening conditions. Routinely involved with exercises throughout Northern California to strengthen stakeholder relationships between local, state, and federal organizations. Maintain proficiency in identification and mitigation of chemical weapons, bio-terrorism, explosive, and drug labs.

Emergency Management Specialist 01/2016 to 07/2016 1st Expeditionary Civil Engineer Group Al Udeid AB, Qatar

Deployment with the 1st Expeditionary Civil Engineer Group in support of Operation Freedom's Sentinel. Responsible for maintaining accountability of current, incoming, and outgoing rotations of up to 650 personnel. Provided daily and weekly intelligence updates to command staff. Generated and maintained personnel status reports, daily informational reports, and provided support in reporting medical, administrative, and indirect fire incident reports, while assisting in maintenance of EM plans. Attended and assisted with in house training hosted by main base emergency management flight. Forward deployed to conduct expeditionary CBRN training and equipment continuity checks. 

Emergency Management Specialist (3E951) 08/2014 to 06/2018 GS-09 Moffett Field, CA

Assisted in the development of plans to execute the 129th Rescue wing's Installation Emergency Management Plan (IEMP). Review existing plans to ensure continuity with other wing organizations such as Anti-Terrorism, Force Protection and Medical. Organized, presented, and documented in house training. Maintained and organized response equipment, as well as assisting with acquisition of new technology to further response capability. Performed hazard and risk assessments for exercises involving outside agencies, while maintaining chemical, biological, radiological, and nuclear (CBRN) response team member capability. Prepare for peacetime Weapons of Mass Destruction (WMD) and wartime conventional and Nuclear, Biological, and Chemical (NBC) defense through the use of collective protection, contamination control, reconnaissance, plotting, and reporting compiled data to indicate danger areas. Supervise teams engaged in monitoring and contamination control operations. Advise the commander on mission impact and recovery activities following an attack. Train deploying personnel with CBRN survival skills. Participated in Expeditionary Skills Rodeo (ESR) as an instructor for equipment and decontamination methods. Updated Unit Control Center checklists and IEMP for the 129th Civil Engineering Flight.

Bachelor of Science: Homeland Security 2019 Eastern Kentucky University Richmond, KY, United States

Pursuing a Bachelor's degree in Homeland Security with minor studies in emergency management. Course work in counterterrorism, intelligence studies, and homeland security policy analysis and review.

Associate of Applied Science: Emergency Management 2018 Community College of the Air Force Maxwell AFB, AL, USA General Studies and Air Force Emergency Management program leadership, principles, and structure. Focused course work in advanced incident command system principles, specialized equipment employment, and Disaster mitigation, response, and recovery.
Associate of Science: Fire Technology Cabrillo College Aptos, CA, USA

Graduated with Associate's of Science degree in fire technology, coursework in fire suppression and prevention methods, fire investigation, fire service safety and survival, building construction, emergency medicine, hazardous materials response, and incident command structure. Minor coursework in welding and metal fabrication.

(85.75 Credit Hours)

Certificate of Completion: Emergency Management 2014 Emergency Management Apprentice Course Fort Leonard Wood, MO, USA

Studied the fundamentals of Air Force Emergency management and basic civil engineering structure with course work in: CBRN survival and detection equipment, contamination avoidance, mass decontamination, plotting, active and passive CBRN detection, DoD/IFSAC CBRN responder course, and emergency management instructors course.

High School Diploma: General Education 2010 Soquel High School Soquel, CA, USA

General Studies and R.O.P. (Regional Occupational Program) Fire Science class and 3 years of metal working experience.

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Professional Summary
Motivated professional with over 10 years of experience in the customer service, financial, employee benefits and administrative fields who possesses a strong commitment to quality customer service coupled with superb communication skills. Builds customer loyalty by effectively resolving problems and quickly processing transactions.
  • Savvy relationship-builder
  • People-oriented
  • Self-sufficient
  • Goal-oriented
  • Excellent time management skills
  • Consumer banking specialist
  • Strong account analysis skills
  • Advanced clerical knowledge
  • Compliance, banking laws and regulations
  • Financial analysis
Work History
Financial Specialist Associate III 05/2012 to 03/2015
Hancock Holding Company Moss Point, MS


  • Executed customer transactions, including deposits, withdrawals, money orders and checks.
  • Opened accounts with a cross sale average ratio of three products opened per customer.
  • Created member account profiles on Hancock Holding Company's online banking program.
  • Executed wire transfers, stop payments and account transfers.
  • Advised clients on mortgage, educational and personal loans.
  • Maintained friendly and professional customer interactions.
Assistant Manager 07/2011 to 05/2012
Republic Finance, LLC Hattiesburg, MS
  • Provided operational and administrative leadership for the branch team.
  • Handled entire loan processing cycle which included risk analysis, underwriting, making credit decisions, administered loan closings, overcoming objections and responsible for all aspects of recovering delinquet accounts. 
  • Performed personnel management functions that included participating in branch staff recruitment and training.
Health Benefits Specialist 10/2004 to 07/2011
Independent Health Benefits Agent Petal, MS
  • Marketed a diverse line of health related insurance products to small business owners and employees.
  • Customized insurance programs to suit client needs, often covering a variety of risks.
  • Performed administrative tasks at all levels of operating a small business.
  • Maintained client records, handled policy renewals and monitored insurance claims to ensure they were settled equitably for both the client and the insurer.
Bachelor of Science: Business Management and Finance 2003 The University of Southern Mississippi - Hattiesburg, MS
Associate of Arts: General-Pre Business 2000 Mississippi Gulf Coast Community College - Gautier, MS
  • Earned Hancock Excellence Award for outstanding customer service in 2013.
  • Recipient of the AFLAC Insurance 2008 Triple Crown Award for exceeding sales goals and providing superb customer service.
  • Awarded AFLAC Insurance 2006 Rookie of the Year.
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Career Profile

Exceptional, talented and professional Outside Sales Representative who consistently achieves annual sales objectives and increases the overall customer base. Effectively grows brand awareness through increased market penetration and new market development. Sales Representative who consistently achieves customer retention goals through strong relationship building and advanced product knowledge.

Skills and Qualifications
  • Trained in business development
  • Accomplished in relationship selling
  • Team building expert
  • Goal-oriented
  • Exceptional time management
  • Adept at closing sales
  • Develop and execute sales and marketing plan
  • Excellent skills in organizing and managing successful sales programs for market
  • Strong background in clinical dental product knowledge
  • Experienced in dental restorative procedures
  • Experienced with a variety of dental restorative materials
  • Dental Technology Specialist
  • Total comprehensive solution focus to maximize profits, productivity and patient care
  • Proven sales track record

20 years of experience in the dental industry. Currently and for past 3 years grew sales and product knowledge by 100% in my assigned sales territory for Digital Dental Technology. Exceptionally, for 10 years prior, sold over $27,000,000 in Hi-Tech Dental Technology, winning many awards for top sales in the country. First initial 7 years, expanded my dental skills clinically as a very talented Certified Dental Assistant.

Most Importantly, developed and maintained very strong positive business relationships with hundreds of dentists from North Florida (Tallahassee, Gainesville, Ocala, Jacksonville), all Central Florida including the Atlantic Coast as far south as Vero Beach, FL. Also South Georgia.

Digital Technology Specialist
March 2013 to January 2016
Henry Schein Dental Orlando, FL

Sales and Marketing of all Hi-Tech digital dental equipment, including; Computers, CAD CAM, Digital Impression Solutions, Digital Cameras, Cone Beam. Demonstrated product feature knowledge based on analysis of customers' needs to provide the best solution of technological advancements for their practice comprehensively. Attended trade shows and sales conferences.Collaborated with planned and organized routes within territory to maximize efficiency and time in the field. Successful, managed and developed on-going business relationships for sales opportunities with 18 Sales Representatives and Manufacture Sales Representatives. Scheduled an average of 5 presentation appointments per week, and market-visited an average of 15 to 20 dental practices per week, both solo and with team Henry Schein Field Sales Consultants. Maintained friendly and professional customer interactions.

CEREC CAD CAM Technology Specialist
May 2003 to March 2013
Patterson Dental Company Debary, FL

Sales and Marketing of CEREC and InLab Equipment. Developed highly successful sales and marketing plans. Demonstrated excellent skills in planning, organizing and executing large sales programs and events for Patterson Dental and Sirona Dental. Preformed training courses for sales professionals along with dentists equipment owners. Promoted, developed, organized and preformed CEREC education courses and study clubs for both CEREC Dentists and their Assistants.

Patterson Dental last 12 months position transition to Sales Territory Rep of 180 accounts. Grew sales exponentially from a scratch territory while transitioning from CAD CAM.

Dental Assistant
March 1998 to May 2003
Southpark Dental Group Orlando, FL

Performed all dental assisting duties and responsibilities including; clinical interactions with patients, xrays, treatment planning, and imaging, designing, fabricating CAD CAM restorations, fabrication temporary restorations, bleaching trays and night guards. Supply Ordering Manager responsibilities included weekly inventory of all supplies and purchasing. Maintained maintenance of all dental equipment activity and records.

Dental Assistant
August 1996 to October 1997
Family Dentistry Omar Ata Kissimmee, FL

Assisted with all various dental assistant duties including, x-rays, clinical patient duties, treatment planning, photographs, temporary restoration fabrication, cementation, children prophy, bleach trays & night guard fabrication. CEREC 2 clinical application, design and maintenance.

Certificate of the College of Dentistry : Expanded Duties of Dental Auxiliary Personal University of Florida Gainesville, FL, USA
Dental Radiology Certificate for Dental Assisting : Dental Radiology Valencia Community College Orlando, FL, USA
Marketing & Accounting Studies : Marketing University of Central Florida Orlando, FL, USA
Paralegal Degree : Paralegal Valencia Community College Orlando, FL, USA
Associate of Arts : Associate of Arts Degree Valencia Community College Orland, FL, USA
High School Diploma : High School W.R. Boone High School Orland, FL, USA
  • Dave Panaro
  • Regional Manager, Henry Schein Dental, Northern Virgina
  • Cell Number: (former Supervisor, Branch Manager Patterson Dental )
  • Dr. Bruce McDonald, DDS
  • Ocean Oaks Dental Care Owner
  • Cell Number: (Client)
  • Dr. John Cervenka, DDS
  • Southpark Dental Group, Owner
  • Office: (former Employer)
  • Santiago Ayala
  • Shofu Dental Corporation
  • Cell Number: (former team member, Patterson Dental & Henry Schein)
  • Jay Black
  • Winter Springs Dental Lab Owner
  • Cell Number: (former Client)
  • Tom B. Haley
  • Patterson Dental Field Consultant
  • Cell Number (former team rep with Patterson Dental)
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Professional Summary

Motivated customer service professional with over 7 years experience, including a management position, in a fast paced, team-based environment. Articulate communicator, leader and effective problem solver. Friendly and personable, an individual who excels at customer satisfaction and retention.

  • MS windows software proficiency
  • Skilled multi-tasker
  • Deadline-oriented
  • Customer service
  • Conflict resolution techniques
  • Scheduling
  • Training and development
  • Flexible schedule
  • Cash handling accuracy
  • Strong communication skills
Lead of Service Jul 2011 to Current
Forever 21 South Miami, FL
  • Opened and closed the store, including counting cash, opening and closing cash registers and creating staff assignments.
  • Answered customers' questions and addressed problems and complaints in person and via phone.
  • Demonstrated that customers come first by serving them with a sense of urgency.
  • Shared product knowledge with customers while making personal recommendations.
  • Communicated merchandise needs and issues to appropriate supervisors in a timely fashion.
  • Recruited, hired, developed and retained retail talent for the company.
  • Kept an eye on building premises for loss prevention and security purposes.
  • Maintained friendly and professional customer interactions.
Pet nutrition specialist Feb 2009 to Aug 2011
Nutro products Inc. Miami, FL
  • Advised animal owners regarding sanitary measures, feeding and general care.
  • Informed customers of the benefits of Nutro pet products and attempted to convert them to a more palatable and nutritious diet.
  • Maintained a friendly, outgoing, and customer focused demeanor while on the sales floor.
  • Served as liaison between customers, store personnel and various store departments.
  • Extended customer subscriptions, offering discounts and promotions to ensure high customer retention rates.
  • Communicated all merchandise needs or issues to appropriate supervisors.
  • Prevented store losses using awareness, attention to detail and integrity.
Psychology and English 2012 Florida International University Miami, FL

High School Diploma, High School Diploma 2008 Christopher Columbus High School Miami, Fl
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Diligent customer service representative offering almost 10 years experience in customer support and strong aptitude for working with little supervision in remote environments. Competent in listening to customer needs, meeting quality standards and staying current on product and service updates. Highly empathetic and supportive team player.

  • Strong interpersonal communication and problem solving skills
  • Proficient in anticipating customer needs
  • Dedicated to maintaining an organized and clean environment
  • Excells in a fast paced environment
  • Thrives in a team-based work environment
  • Professional demeanor and friendly attitude allowing fluid guest interaction
  • Exemplary time management, organizational, and multi-tasking skills
University of Arizona Tucson, Arizona Bachelor of Arts: Economics
July 2019
March 2020
The Hidden House LLC. Chandler, AZ Server
  • Educated guests on daily specials and menu offerings such as appetizers, entrees and desserts.
  • Discussed alternative selections with chef for guests with food allergies or gluten-free requests.
  • Operated POS terminals to input orders, split bills and calculate totals.
  • Arranged each place setting attractively and verified all items were clean and free from water spots and chips.
  • Recorded orders and partnered with team members to efficiently serve food and beverages.
  • Added special garnishes and other finishing touches to improve visual impact of plates and contrast or add flavor to dishes.
  • Maximized team performance by training new employees on proper food handling, guest expectations and restaurant protocols.
January 2017
July 2019
Edward Jones Tempe, AZ Investment Service Specialist II
  • Provided accurate, timely investment service and advice to clients
  • Met & Exceeded all performance measures since joining the team
  • Assisted in the training of new associates in all matters of the position
July 2014
January 2017
Yard House Tucson, AZ Bartender/Server
  • Mastered service of a 60 seat bar, 120 item beer list, 50 item cocktail list, 30 item wine list, and a vast menu
  • Closely monitored customers' intoxication levels and discontinued alcohol service, removed from premises or requested assistance from security
  • Met or exceeded sales targets on consistent basis with proactive promotional strategies and dessert mentions
  • Updated repeat customers on menu changes and updates to maintain quality service relationships