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Professional Summary
Experienced, focused supervisor with strong leadership and relationship-building skills.
  • Problem resolution
  • Employee training and development
  • Data entry
  • Reliable
  • Relationship-building
  • Calm under pressure
Professional Experience
Hampton Inn and Suites Mount Joy/Lancaster West Manheim, PA Front Desk Manager 06/2015 to Current
  • Started at Ephrata Hampton Inn & Suites in February 2013; promoted to new hotel upon opening in June 2015.
  • Manage guest reservations and overall guest experience 
  • Respond to hotel surveys 
  • Ensure 100% satisfaction for guests through staff training, empowerment and guest promotions 
  • Social Media Manager for hotel's Facebook page 
  • Responsible for all new hire training for front desk 
  • Schedule front desk staff according to budget and forecast
  • Responsible for ordering uniforms, office supplies and gift shop items in accordance with monthly budget 
  • Manage Housekeeping department when needed 
  • Captain for "Catch Me at My Best," national recognition program 
  • Personally wrote two winning nominations for "Spirit of Hampton," highest individual award in the Brand, one for each hotel 
U.S. Army Afghanistan Public Affairs Specialist 07/2010 to 10/2012
  • Wrote more than 14 feature stories and 150 press releases and captured more than 200 photos, some of which were released publically and others exclusively through Afghanistan's Ministry of Interior
  • Helped to establish new lines of communication between the U.S. military and Afghanistan via radio, newspapers, leaflets and pamphlets
  • Personally chosen by a battalion commander to accompany him and other prominent senior military personnel to take photos while escorting three U.S. Senators (Senators Graham, Lieberman and McCain)
  • Gave instruction and guidance to Afghanistan National Army PAOs and Afghanistan's media networks 
U.S. Army Philippines Signals Collector and Analyst 12/2003 to 06/2010
  • Monitored U.S. Special Operations Forces deployed in the Philippines and Thailand
  • Informed U.S. Special Operations Forces personal of insurgent activity in applicable locations
  • Monitored satellite communications through radio, phone and text-based exchanges
  • Regularly composed written reports and verbal briefings for senior leaders in both garrison and deployment settings
Communications/Journalism University of Maryland University College Completed 90 semester hours towards a Bachelor's Degree in Communications with a minor in Journalism 
U.S. Army
  • Warrior Leader's Course February 2011; graduated on Commandant's List. This course focused on leadership, training, classroom and prance exercises, lecturing, counseling and mentoring 
  • Basic Public Affairs Specialist Course June - September 2010. This course focused on journalism, photography and media relations 
  • Communication Signals Collection and Processing Course April - August 2004. This course focused on signals collection, wireless and cellular communication, identification analysis and reporting
  • Served as hotel's loyalty program champion to honor our most frequent guests
  • Trained in administrative duties in accounting and human resources 
  • Chosen by General Manager for community project leadership 
Served as primary Public Affairs Officer (PAO) to Combined Special Joint Operations Task Force, a brigade-sized element of U.S. and foreign Special Operations Forces, and three U.S. Army battalions during the course of a deployment in Afghanistan 
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Seasoned operations manager with more than fifteen years of experience in Call Center  and Retail management with fluency in Microsoft Office Suites and track record in management. Devised in effective employee coaching and mentoring that increased employee retention by 10%. 
Core Competencies
  • Executive team leadership
  • Sales management
  • Client/Vendor relations
  • Market analysis
  • Staff training and development
  • Process improvements
  • Safety and quality control
  • Call center operations management
04/2011 to 12/2017
Customer Service Professional MGM RESORTS INTERNATIONAL - CALL CENTER Las Vegas, Nevada
  • First-class customer service is my passion and using this skills I performed diverse range of operations responsibilities to include, but not limited to: handling group reservation call-ins, providing accurate property and rate information, booking rooms, suites, dining and entertainment; all of which resulted in high profit, efficient and smooth flowing operations.
01/2010 to Current
Owner Operations Manager. Triple A Tax And Document Preparation Services Las Vegas, Nevada
  • Freelance Paralegal 
  • Bankruptcy, Immigration, Divorce, Taxes etc.
  • In my personal practice, client are drawn to my business personalized service.
08/2008 to 04/2011
Senior Sales Associate MYBULLFROG.COM/Verizon Wireless Premium Retailer Henderson, Nevada
  • Achieved customer recognition and sales person of the month for three straight months was thing to proud of. 
  • Provided new accounts acquisition, prospecting, sales and service, troubleshooting equipment difficulties, ordering, receiving, merchandising, stocking, customer service, and cashiering.
05/2005 to 07/2008
Store Operations Manager FAMILY DOLLAR STORES, INC Las Vegas, Nevada
  • Managing and bring my assigned store to functional standard after neglect, was a mile-stone and an outstanding accomplishment  
  • Through careful delegation and assignment of duties to my subordinate, we achieved 20% increase in sales.
  • Staffing and training.
  • Oversaw productivity, sales and performance of personnel.
  • Managed store human resource operations.
  • P&L analysis.
  • Merchandising, ordering, receiving and stocking/modular reset, inventory control, bookkeeping, banking and cash management.
10/2003 to 05/2005
Assistant Store Manager SAM'S CLUB WHOLESALE, INC Soft Line Departments Las Vegas, Nevada
  • Coordinated and implemented corporate risk and safety management which lowered the number of in-store accidents
  • Achieved significant increase of 20% B2B order fulfillment by personally visiting potential and existing businesses in the area with smile.
  • Employee recruitment, development and training.
  • Inventory control/management and allocation of hours and expenses.
  • Merchandising, ordering and inventory management
  • Oversaw opening/closing operations for a $100 million annual revenue store.
  • P&L analysis
  • Quality/Safety Manager---coordinated daily effort emphasis quality and safety at every opening/closing employee meeting, we earned a barge of honor for quality and safety for the district
01/2002 to 10/2003
Assistant Store Manager SAM'S CLUB WHOLESALES, INC Ft. Collins, Colorado
  • Quality/Safety Manager---coordinated and managed all quality and safety activities
  • Employee recruitment, development and training.
  • Inventory control/management and allocation of hours and expenses.
  • Merchandising and ordering
  • Inventory management
  • Oversaw opening/closing operations for a $100 million annual revenue store.
01/2001 to 08/2002
Operations/Branch Manager ALAMO CAR RENTAL LMD Denver, Colorado
  • Managed all daily branch operations.
  • Increased branch revenue by emphasizing product add-on.
  • Slashed delivery time 30% by placing rental vehicles automobile repairs shops overnight to expedite rental process. 
  • Explained rental contracts.
  • Completed insurance replacement rentals consistently
  • Fleet management
  • Profit/loss, collections and bank deposits.
01/1999 to 01/2001
  • Managed 20 - 40 national team of sales/technical customer service specialists.
  • Hired and trained specialists on acquisition and retention utilizing best practices
  • Reviewed/analyzed data to uncover opportunities
  • Performed weekly quality control remotely and personalized training to improve personnel performance
  • Analyzed routing systems to recommend significant service enhancements.
  • Conducted new policy/product training to develop specialists through high-level coaching and feedback maximize performance
01/1996 to 01/1999
Customer Service Supervisor TELETECH FACILITY MANAGEMENT, INC. - Call Center Denver, Colorado
  • Supervised, coached and mentored a team of 20 to 40 USPS customer service agents responsible for a variety of services offered by USPS (United States Postal service).
  • Conducted side-by-side and remote monitoring of agents for training and quality improvement.
  • Trained, mentored, and coached escalation team to effectively troubleshoot difficult calls and customer service issues.
  • I also worked on various projects during my tenure at TeleTech such as  AT&T, CompuServ, America Online, T-Mobile, and Prodigy.
Transportation and regulation specialist, Military Journalist & Public Affairs Specialist UNITED STATES ARMY / NATIONAL GUARD
05/2009 to 08/2011
Court Appointed Special Advocate EIGHTH JUDICIAL DISTRICT COURT Las Vegas, NV
  • Appointed by Judge after rigorous training in Family Law to advocate for the best interest of abused children in court settings.
  • Gathered information: reviewed documents, records, interviewed children, family members and professionals in their lives.

  • Directed all protective placement, case management, parent education and family reunification activities.
Education and Training
Associate of Art Degree: Paralegal Studies MINNESOTA SCHOOL OF BUSINESS Richfield, Minnesota Paralegal Studies
Masters of Business Administration (MBA) UNIVERSITY OF SOUTH DAKOTA Rapid City, South Dakota
Bachelor of Science: Business/Tourism Management NATIONAL AMERICAN UNIVERSITY Rapid City, South Dakota Business/Tourism Management
Operations management, retail management, call center operations, paralegal services.
Activities and Honors
Was a member of Las Vegas Paralegal Association.
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Highly-qualified governmental affairs specialist skilled at building strong working relationships with city departments, public officials, and the general public.  Driven to achieve goals and overcome obstacles; confident, highly energized, effective and persuasive communicator who adheres to the highest degree of professional standard and maintains strict confidentiality in all matters
Areas of Expertise
  • Citizen and Local government engagement
  • Public policy background
  • Inter-governmental and legislative relations
  • Crisis Management
  • Community Relations and Development
  • Campaign Social Media Strategy
  • High-end event planning and logistics
  • Community sponsored events background
  • Community development
  • Fundraising, sponsorship and major donor development
  • Social Media Strategy Mapping
  • Print and Electronic Media
  • Partnership Marketing   
  • Written/Verbal Communication
  • Excel spreadsheets  
  • Deadline-driven
  • Microsoft Office proficiency
  • Media relations
  • Relationship building expert
  • Promotional and Campaign Management 
  • Non-profit fundraising marketing
Selected Achievements
  • Governmental Affairs -  Directs policies and objectives involving local, state, and federal government affairs. Maintains and nurtures the relationships with government, associated authorities and all committees, legislatively represents and protects organization interests.  ​
  • Partnership Building - Built strong partnerships with community based organizations, and government decision makers.​
  • Fundraising - Secured $1.3 million dollars in 6 months through effective major gift solicitations, creative sponsorship opportunities, and effective donor cultivation events.​​
  • Entrepreneur ­- Dynamic and results-driven business owner successful at leading high-performing teams through all phases of projects, from concept development to product launch.​
  • Event Planning - Successfully developed and launched the 13th Congressional District Annual Health Fair. Bringing together area hospitals, government agencies, non-profit organizations, and leaders of the healthcare industry.
Relevant Professional Experience
David Scott for Congress Atlanta, GA Public Affairs Specialist 08/2008 to Current

Conducts the public affairs pro­­­­gram for David Scott For Congress with responsibility for developing and providing staff and consultants direction involving all public information, internal information, and community relations activities.     

  • Establishes and maintains effective working relationship with print and broadcast media representatives in disseminating information or answering inquiries about the campaign's operations or activities.
  • Gathers and analyzed data on community needs and interests.
  • Addresses questions and concerns from the general public.
  • Writes articles and speeches and prepares and/or publishes campaign material.
  • Arranges for campaign to speak to local civic or service groups; informs local community of activities through various media available.
  • Establishs and maintain effective working relationships with organizations interested in campaign with particular emphasis on those organizations not previously active in participating in such efforts.   
  • Develops campaign guidelines, defining the scope and parameters for implementing campaigns and providing suggested activities, materials to be used, deadlines and reporting requirements.
  • Develops appropriate communication channels, techniques and strategies for use by others in disseminating information to hard-to-reach audiences.
  • Speaks to a variety of groups and participates in meetings to promote the dissemination of information concerning campaign.
  • Cultivate positive relationships with the community through public relations campaigns.
  • Handles all media and public relations inquiries.
  • Developed and published a monthly citizen newsletter.
  • Attends 2 community meetings each month to answer questions, address complaints and explain procedures.

David Scott For Congress Atlanta, GA Campaign Manager and Financial Director 09/2002 to Current
  • Work directly with candidate to make high donor phone calls, based off of high donors in Georgia and throughout the Country.
  • Build and maintain profitable, long-term fundraising relationships with donors and potential donors.
  • Managed online and print advertising budgets.
  • Organized public appearances to increase candidate awareness.
  • Execute and manage donor research and expand candidate's new donor networks.
  • Manage follow up on all correspondence and pledges.
  • Build high donor lists through outreach and research, systematize / methodizing contributors.
  • Organize all fundraising outreach, created excel spreadsheet to keep track of pledged amount.
  • Ensure all financial and compliance reports are filed in a timely manner.
  • Organize fundraising activities and events.
  • Review all receipts and disbursements to ensure accuracy and organization of all support documentation.
  • Prepare monthly FEC reports for review by Director of Finance and Compliance.
  • Design and produced GOTV support materials, such as posters, flyers and invitations.
  • Manage candidate call time and other activities to hit raise targets and deadlines.
  • Design and created weekly and monthly quarterly finance reports.
  • Manage all aspect of fundraising for the campaign, created fundraising plan.
  • Collaborate with the candidate, finance committee, and campaign staff on how to execute fundraising goals.
  • Delegate daily tasks to the fundraising staff and oversaw the completion of their projects.
RUSH & ASSOCIATES Atlanta GA / Washington DC Legislative And Governmental Affairs Manager 02/2004 to 07/2014

Identified strategies to engage members in public policy input, lobby campaigns and government relations.

  • Scheduled and facilitated meetings with State and Federal legislators.
  • Attended federal government Committee meetings that relate to clients and tracked relevant legislation.
  • Prepared press releases, informational literature and other supplemental media to represent the client.
  • Assisted in responding to regulatory inquiries on behalf of client.
  • Assisted in identifying federal grant opportunities for clients and work to secure key Congressional support.
  • Managed all media, press and public relations issues.
  • Coached less experienced public relations staff members on corporate communications practices.
  • Planned public outreach workshops to improve outreach strategy.
  • Conducted internet-based and library research.
Sickle Cell Foundation of Georgia, Inc. (SCFG) Atlanta, GA Volunteer: Fundraiser / Public Relations 01/2016 to 12/2016
Exceptionally focused and resourceful Fundraising Volunteer adept at researching and presenting an array of innovative fundraising ideas to a variety of donor audiences. Able to function well independently or as a member of a fundraising volunteer team.
  • Interfaced with the public, community leaders and donors to increase awareness and understanding of Sickle Cell, Sickle Cell Disease and The Sickle Cell Foundation of Georgia, Inc.
  • Developed fundraising strategies in coordination with volunteer team members.
  • Prepared and delivered presentations to corporate donor meetings.
  • Oversaw volunteer research on individual and corporate donor prospects.
  • Drafted and reviewed grant applications on a regular basis.
  • Produced flyers and informational materials for fundraising events in collaboration with printing production team.
  • Assisted with fundraising administrative and clerical duties as needed.
  • Contributed to fundraising website maintenance and updates.
DAYN-MARK ADVERTISING Atlanta, GA Creative Director 08/1997 to 01/2004
  • Designed and created graphics to meet specific commercial and promotional needs.
  • Prepared comprehensive layouts of the design using techniques such as photography, illustration and computer-generated imagery in compliance with established templates and design standards.
  • Supervised all design production stages including arranging and supervising printing.
  • Contributed ideas during strategic and conceptual brainstorming sessions.
  • Prepared layouts and drawings in compliance with established templates and design standards.
  • Recommended techniques, methods and media best suited to produce desired visual effects.
  • Meticulously followed corporate brand guidelines to enable brand consistency across campaigns and marketing programs when preparing graphic materials.
  • Managed the complete redesign and launch of the company's website.
  • Managed project schedules to guarantee client and in-house design needs were met on time and within budget.
Political / Campaign Management 2016 Yale University - The Women's Campaign School, New Haven, CT
  • Fundraising: How to Identify Donors and Tools Used to Solicit
  • Fundraising: Raising Money through Events and PACs
  • Governmental Affairs
  • Crisis Communication
  • Media Relations
  • Digital and Social Media Campaigns
  • Earned Media
Masters Public Administration 2016 Texas Southern University, Houston, TX, USA
  • Graduated Magna Cum Laude 
  • Coursework in Public Relations
  • Research Methods course
  • Advanced coursework in Business Administration and Public Policy
  • Coursework in Urban Planning and Development
Bachelor of Arts: Journalism / Graphic Design 1997 Florida A&M University, Tallahassee, FL
  • Minor in Communications and Public Relations
  • Coursework in Printing Management, Graphic Design and Communications
  • Marketing, Public Relations and Journalism coursework
  • Coursework in Business, Communications and Advertising
High School Diploma 1993 Woodward Academy, College Park, GA