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Professional Summary
Versatile Leader focused on team building and talent development. Driven to surpass company goals while thriving in deadline-driven environments. Management specialist dedicated to developing strategies and communications to help businesses reach and engage their target audiences. Senior Workforce Management Analyst with broad background in operations, project and risk management. Enthusiastic team player dedicated to process improvements and staff development.
    • Fast learner
    • Maintain open communication
    • Flexible thinker
    • Talented multi-tasker
    • Microsoft Office Suite expert
  • Project management
  • Process improvement
  • Organize, manage and lead teams efficiently
  • Visionary
  • Results-oriented
Work History
Senior Workforce Management Analyst, 02/2016 to Current
The Auto Club Group Tampa, Florida
  • Develop custom reports for Customer Interaction Center
  • Act as a Consultant for Call Center Management to develop, coordinate and facilitate Call Center volume forecasts and schedules
  • Provide alternative ways for achieving service level goals for management
  • Mentor Workforce Analyst as needed

Workforce Management Analyst, 10/2011 to 01/2016
The Auto Club Group Dearborn, Michigan
  • Utilized IEX Workforce Management to generate schedules, set up and maintain personal time off for Call Center agents
  • Administered system access for Call Center agents, supervisors and managers
  • Scheduled team meetings and training sessions as a part of improvement process

Resource Unit Manager, 12/2008 to 10/2011
GC Services Lakeland, FL
  • Managed a team of six Resource Analysts and ensured team goals were met.
  • Utilized IEX Workforce Management to generate call volume forecast and schedules
  • Monitored call volume for thirty five different call types and maintained service level agreement

Bachelor of Applied Science (BAS): Supervision and Management: Business Information Technology, 2016
Polk State College - Lakeland, Florida
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Career Focus
To obtain a rewarding position that will give me the opportunity to apply my interpersonal skills and knowledge to serve at risk youth and aid in the creation of a safe, accepting, and educated community.
Western Michigan University 2020 Masters Degree School Social Work
Central Michigan University Western Michigan University 2014 Bachelor of Science
Major in Sociology: Social and Criminal Justice
Minor in Family Studies
Caledonia High School 2010
Work Experience
Caledonia Community Schools September 2018 to Current School Social Work Intern
Caledonia, MI
  • Working one on one with students on emotional management, social skills, academic planning
  • Leading social skills and resiliency groups
  • Completing observations, testing, IEPs, and client notes
  • Working collaboratively with teachers, parents, students, and itinerant staff to help students reach their goals
D.A. Blodgett - St. John's May 2017 Mentor/Case Manager
Grand Rapids, MI
  • Teaching social and anger management skills to clients in one on one and group settings
  • Working with clients to set and achieve life goals and give back to their communities
  • Coordinating with client's community team to provide targeted and meaningful service
Foundations for Living November 2016 to Current Case Manager
  • Teach social and life skills to residents in one on one and group settings
  • Coordinate with resident's county workers to ensure quality care and treatment
  • Work co-opperatively with clinical and residential staff to ensure resident's treatment goals are reached
Foundations for Living January 2016 to November 2016 Building Supervisor, Milieu Coordinator
  • Managing daily programming for residents
  • Completing daily documentation and communication of facility functions
  • Coaching staff to ensure policies and procedures are followed and rules are enforced 
Caledonia High School June 2015 to November 2015 Football Coach
  • Taught both football and life related skills to high school freshmen
  • Emphasized the importance of perseverance, teamwork and the pursuit of excellence 
Foundations for Living May 2015 to January 2016 Acute/Self Harm Unit Lead
  • Creating a safe and structured environment for residents
  • Working as a team with fellow employees to facilitate residents programming
  • Utilizing verbal deescalation skills to manage crisis situations
  • Being a positive role model and teaching life skills
Key Skills
  • Identifying and accessing community resourses
  • Developing social and independent living skills
  • Employing verbal de-esciliation skills
  • Communicating with co-workers, families, and related service agency workers
  • Developing rapport with clients
  • Provide culturally competent service 
  • Creative problem solving
  • Ability to be coachable and accept constructive criticism
  • ​Charismatic
  •  Punctual and organized
  • Compassionate
  • Ability to lead or follow depending on the needs of the situation
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Experienced Registered Nurse with excellent communication and experience in acute care and skilled nursing

  • Problem resolution ability
  • Computerized charting specialist
  • Familiarity with disease management programs
  • Patient/family focused
  • Acute and rehabilitative care
Patient Care
  • Ensured quality control through admissions, assessment, treatment, and referral for a broad range of patients.
  • Treated patients suffering from trauma, acute chest pain, respiratory failure, and drug overdoses.
Clinical Services:
  • Successful implementation of a cardiopulmonary unit in a skilled nursing facility
Unit Manager - Director of Care Delivery 11/2016 Heartland of Charleston Hanahan, SC Developed patient care plans, including assessments, evaluations, and nursing diagnoses. Helped physicians examine and treat patients by assisting with instruments, injections and suture removal. Supported patients with customized patient teaching tools. Achieved departmental goals and objectives by monitoring facility processes and standards for in-patient care.
Registered Nurse - Staff 04/2015 Department of Veterans Affairs Charleston, SC Assisted patients with multiple chronic diagnoses, including COPD and asthma. Developed patient care plans, including assessments, evaluations, and nursing diagnoses. Utilized strong assessment skills to determine necessary patient care.
Registered Nurse II 06/2007 to 12/2012 Medical University of South Carolina Charleston, SC Responsible for management of patients receiving abdominal transplants/nephrology patients from admission to discharge - to include admission assessment, admission orders, initial care plan and discharge teaching/planning
Education and Training
Associate of Science: Nursing 2008 Trident Technical College Charleston, SC, USA Associate Degree of Science in Nursing
Bachelor of Science: Nursing University of Louisiana at Lafayette Lafayette, LA, USA Pending - Completion of two classes
Bachelor of Science
BLS - Basic Life Support Advanced Cardiac Life Support (ACLS)
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High-powered manager who effectively motivates associates through continual guidance, direction, development and coaching. Adept in customer relations, sales, collections and real estate management. Seeks a challenging position in Client Experience Management with room for continued growth and professional development.

  • Direct marketing campaigns
  • Project management
  • Competitive analysis
  • Cross-functional team leadership
  • Multi-family property management
  • Sales and marketing
  • I.R.E.M Certified Property Manager
  • Knowledge of leasing and market conditions
  • Increased annual long term lease sales to nearly $125,000 through strategic marketing campaigns.
  • Implemented new rent collection procedures, increasing rental income for 2016.
  • Played an instrumental role in increasing consumer rental satisfaction ratings index from 67% to 93% within 2 years as Client Experience Manager.
  • Launched aggressive growth plans that helped increase lease base from 60 to 90 unites.
Professional Experience
  • Improved service quality and increased sales by developing a strong knowledge of company's products and services.
  • Developed and managed a highly skilled on-site staff through effective recruitment, training and motivation.
  • Maintained in-depth knowledge of competition through consistent evaluation of market conditions and trends.
  • Achieved the highest possible net operating income by implementing cost control and revenue improvement programs.
  • Spearheaded the creation of blogs and social media content.
  • Managed overall tenant relations, including promoting tenant satisfaction and streamlining services delivery.

  • Managed 45 properties totaling over 30,000 square feet.
  • Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Identified, developed and evaluated marketing strategies based on knowledge of company objectives and market trends.
  • Owned team productivity metrics.
  • Addressed negative customer feedback immediately.
  • Conducted apartment tours for potential tenants and answered any questions.
  • Maintained excellent customer relationships by adhering to the “10 Pledges of Customer Service.”
  • Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
  • Recommended clarifications and changes in program policies to the director of property management.
  • Identified, developed and evaluated marketing strategies based on knowledge of company objectives and market trends.
  • Completed strategic competitive analysis by assessing strengths and weaknesses of competitors.
  •  Lead region as top sales agent for 2009.
  • Maintained friendly and professional customer interactions.
  • Conducted apartment tours for potential tenants and answered any questions.
  • Maintained excellent customer relationships by adhering to the “10 Pledges of Customer Service.”
Education and Training
Hampton University Hampton, Virginia Senior Liberals Arts and Education

National Apartment Association Education Institute 

Coursework in Business Management and Administration

Coursework in Real Estate Law, Risk Management and Fair Housing

Virginia Real Estate Board - Licensed agent