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Professional Summary

Exceptional and respected leader equipped with extensive knowledge of Uptown, an innovative mindset and established relationships with business stakeholders and area residents. Highly ambitious and results oriented professional seeking to ensure Uptown remains at the forefront of capital improvements, public safety, maintenance operations and most of all, a world-class neighborhood.

  • Communication Skills
  • Project management
  • Change Management theory
  • Exceptional knowledge of Microsoft Office
  • Intuitive people management skills
  • Talented public speaker
  • Problem resolution
  • Strategic marketing
Work History
Public Integrity Unit Detective, 09/2017 to Current
Dallas Police Department Dallas, Texas (TX)
  • Conduct criminal investigations of alleged misconduct by officers
  • Create detailed investigations which included evidence, Texas Penal Code offenses, and findings
  • Presentation of cases to executive command staff and Public Integrity Unit command staff
  • Develop and implement new unit/department policies
  • Surveillance and undercover/covert operations
Consultant, 10/2012 to Current
Uptown Dallas, Inc. Dallas, Texas
  • Assist with the annual public safety budget
  • Serve as the point of contact for media requests and interviews regarding public safety
  • Develop and manage the ENP program
  • Plan and launch innovative, creative and effective public safety campaigns
  • Represent the organization to stakeholders, government officials and other external sources
  • Conduct public/open forum meetings with stakeholders and executives
  • Develop annual strategies: develop, present, gain approval, implement, monitor
Consultant, 09/2014 to Current
University Crossing PID Dallas, Texas
  • Serve as a representative neighborhood meetings and workshops
  • Maintain database with metrics data for reports generated to provide performance updates
  • Continuous contacts with stakeholders to address concerns
  • Develop process to track payroll hours and submissions for payment
  • Quarterly meetings with committees and executive committee to provide updates on public safety statistics and initiatives
  • Track and schedule hours for several officers
  • Develop annual strategies: develop, present, gain approval, implement, monitor
Internal Affairs Division Detective, 07/2009 to 09/2017
Dallas Police Department Dallas, Texas
  • Conduct investigations of alleged misconduct by officers
  • Create detailed investigations which included evidence, rule violations, and findings
  • Presentation of cases to executive command staff and IAD command staff
  • Mentor and trainer for detectives new to the unit
  • Develop and implement new unit/department policies
  • Conducted over 30 television/radio interviews regarding tragedy of 7/7/2016
401k FIIS Team Manager, 10/2004 to 06/2009
Fidelity Investments Westlake, Texas
  • Partnered successfully with various departments to develop asset retention strategies
  • Strengthened company's business by leading implementation of KNOW (Knowledge Networking Opportunities Workshop) employee development program
  • Trained, coached and mentored staff to ensure monthly, quarterly, annual goals were met
  • Developed and rolled out new policies
  • Hired and trained staff
  • Set team goals and ensured each metric was either met or exceed by month end
  • Team ranked #1 in all metrics including asset retention, quality assurance and customer satisfaction scores
Bachelor of Science: Business Management, 2017
Western Governors University - Texas
  • Coursework in Business, Management and Finance
  • Coursework in Business Administration
  • Coursework in Public Administration
  • Accelerated degree plan
Leadership Development Series: 2017
University of North Texas at Dallas- Caruth Police Institute - Dallas, Texas
  • One of seventeen individuals selected to attend inaugural series.
  • Focused on leadership styles, challenges
  • High-level, seminar-style and holistic approach to examining principles of informal leadership
  • Conflict resolution
  • Leadership legacies
  • During series, lead a team of individuals and presented to executive staff
  • As a result of presentation, new policy implemented for entire organization (3,000+ impacted)
This resume is created in 7 minutes.
A detail-oriented person with strong technical skills and the ability to learn concepts quickly. I have experience in multiple career fields including teaching and sports. 
  • Computer proficient
  • Outstanding interpersonal skills
  • Quick learner
  • Strong verbal communication
  • Attention to detail
  • Energetic and organized
  • Social Media 
  • Reliable
Merryhill Preschool Roseville, CA Teacher 05/2018 to 10/2018
  • Provide a variety of materials and resources for children to explore, manipulate and use, both in learning activities and in imaginative play.
  • Help break fellow teachers in classes ranging from Infants to Pre-K2.
  • Helped with maintenance needs around the school; painting, repairs, etc. 
Oakland Athletics Phoenix , AZ Spring Training Intern 01/2018 to 04/2018
  • Assisted Spring Training Managers in the daily operations of games.
  • Helped run speed pitch, and the Kids Zone.
  • Was the on-field ball boy for games.
  • Also assisted Operations in the setup of the stadium for the games. 
Grand Canyon University Phoenix, AZ Women's Basketball Team Manager 10/2017 to Current
  • Assisted the team during practices and games.
  • Did video work using SportsCode.
  • Was in charge of the Ball Kid Club, which allowed kids to be ball kids for a game. 
Salt Lake Screaming Eagels Salt Lake City, UT Temp. Social Media Manager 01/2017 to 03/2017
  • Collaborated with marketing and communications teams on standardization, design, and production of marketing materials for Facebook, Twitter, and Instagram. 
  • Photographed during the games for use on social media. 
Brighton Schools Folsom, CA Cook/Teacher 09/2016 to 08/2017
  • As a Before and After School Teacher, I supervised kids in a 1:14 ratio. Picked up kids from school using passenger vans.
  •  As the cook, I prepared two snacks and lunch for 80 students and staff. Worked around students dietary needs. 
Sacrmento River Cats West Sacramento, CA Grounds Crew 02/2013 to 09/2016
  • Helped prepare the field before, during and after games.
  • Assisted the Head Groundskeeper with maintaining the field when the team was on the road, as well as during the offseason.
  • Worked with the events team with many events that took place on the field.
Safeway Sacramento, CA Courtesy Clerk 01/2012 to 03/2013
  • Maintained the front end and parking lot, assisting customers to their cars and collecting shopping carts from the parking lot.
  • Demonstrated an atmosphere of enthusiastic customer awareness with an emphasis on fast, friendly customer service
Bardis Homes Sacramento, CA Office Assitant 11/2018 to 12/2018
Education and Training
Bachelor of Science: Sports Management Grand Canyon University , Phoenix, AZ
Member of the Sports Business Club
21 credits acquired.
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Executive Profile

Energetic and authentic leader with 15 years of progressive experience within contact centers, healthcare and customer service environments, including extensive experience in customer experience, process improvement and generating creative solutions to improve customer service performance. Proven track record in implementing and leading call center operations to exceed targets and using data to drive a high performing customer focussed culture. Leading with integrity, humility and a firm understanding that Employee Engagement is the start mark for exceptional business performance.

Skill Highlights
  • Strong interpersonal skills
  • Process Improvement and Innovation
  • Communication
  • Customer Experience Design
  • Relationship management
  • Strategy development
  • Creative Problem Solver
  • Advanced Data Analysis
  • Spearheaded full customer service center transformation resulting in improved customer experience, evidenced by a 6 point increase in Net Promoter Score, a 10% ($375k) decrease in costs, decreased employee attrition (1%) and improved employee lifecycle
  • Implemented Root Cause Forum using data from customer touch points, employee comments, system driven actions and analytics data to identify root cause of issues and implement solutions to improve customer experience, sales and costs
  • Executed contact center growth strategy, utilizing a collaborative approach across multiple departments, in order to recruit, train and set-up 260 agents within a 5 month period with no decrease in service level performance
Professional Experience
Provider Services Strategy Manager 08/2018 to Current Oscar Health New York, NY
  • Accountable for leadership, process improvement and ongoing service strategy of a 150 seat, multi-channel offshore contact center
  • Designed and improved customer experience workflows leading to reduction in Average Handle Time of 64 seconds and 12% increase in First Contact resolution
  • Re-designed operational structure to maximize customer satisfaction, improve quality results, reduce costs and improve employee engagement
  • Identified opportunities across operation for process improvement and collaborated with key stakeholders to implement creative solutions using data as a start point and technology as a preferred solution
  • Work with Product, Engineering and Analytics teams to create requirements and implement technological solutions to improve key metrics
Director Of Member And Provider Contact Center 06/2017 to 07/2018 Molina Healthcare Miami, FL
  • Responsible for Strategic Planning and Execution in a 350 seat call center. Setting direction and culture delivered through a Leadership team of 17. Motivating leadership towards personal, departmental and organizational goals
  • Developed departmental stretch goals and objectives aligned with organizational focus. Including planning and executing a departmental restructure in order to ensure delivery of KPI's and increased customer satisfaction
  • Accountable for delivery of results against KPI's; Average Handle Time, Average Speed of Answer, Abandon Rate, Call Proficiency, Adherence, Utilization, Quality, budget and planning
  • Redesigned recruitment, training and performance management interventions leading to decreased new hire attrition, higher quality and more accountable teams
  • Co-ordinated an accelerated call center growth plan resulting in the recruitment, hiring and training of 260 agents in a 5 month period
  • Worked with senior leadership to design scaleable operational models across 12 US contact center locations. Leading to a 3% decrease in costs and 4 point increase in employee engagement
Customer Service Operations Manager 11/2014 to 06/2017 Bupa Global - Healthcare Miami, FL
  • Defined, built and launched an inbound customer service site of 50 agents. The site was responsible for all services provided to international customers seeking treatment in the US, including Customer Service, Pre-Authorization, Grievance, Issue Resolution and Claims processing via telephone, email and chat
  • Implementation included; process and customer experience design, reporting and technology requirements, quality, coaching and performance management framework design, recruitment, training and team building
  • Accountable for delivery of 25 contact center performance metrics, including Call Answer Rate, Response time, First Contact Resolution, Call Quality. Successful delivery of these requiring inventory, people and process management skills
  • Highest company wide employee engagement results including a 98% Employee Engagement Score and a 100% Manager Effectiveness score as rated by the entire call center
  • Implemented a Workforce Management Tool across Contact Center and used in order to handle scheduling and planning to ensure Service Delivery
  • In year 2 identified Process Improvements leading to an 80% increase in performance against targeted SLA's and a 10% decrease in operating costs
  • Developed and implemented a policy and procedure management framework and a Customer Voice Initiative to make fast moving changes based on customer comments
Call Center and Continuous Improvement Operations Manager 04/2013 to 11/2014 Bupa Global Brighton, England
  • Accountable for leadership through managers of Resolution teams accountable for resolving all customer complaints and operating in a heavily regulated environment in addition to implementing changes to improve performance and efficiency in contact center 
  • Developed and implemented a Continuous Improvement strategy across Bupa Global in 5 countries impacting 900 employees which delivered a $1.6m cost saving in Year 1
  • Developed and Implemented the People Love Working Here plan which led to employee engagement increase of 11% and an attrition reduction of 5% quarterly. 
  • Implemented a Workflow management tool in order to handle email communications effectively and efficiently with a greater degree of transparency. As part of implementation utilized CRM to manage agent call handling ability. 
  • Analyzed customer insight from Net Promoter, complaints and employee feedback to validate data in order to deliver change.
  • Implemented and maintained the business wide Customer Voice Forum, to ensure that we were delivering change as a result of customer feedback.
  • Managed $1.8m budget to control costs and ensure a deliverable return on investment through Continuous Improvement.
  • This role was focussed across 5 locations with a remit of over 900 people.
Customer Service Improvement Manager 07/2011 to 03/2013 Bupa Global Brighton, England
  • Led a call center transformation in 5 global locations to improve customer experience, improve agent engagement and decrease costs
  • Managed contact center teams to deliver exceptional results, leadership in this position led to winning Leader of the Year across a population of 1000 managers with nominations from team members and performance as the key driver
  • Launched and maintained contact center Best Practice Procedures to ensure consistent customer experience. Maintenance included identification of opportunities to improve Customer Journey and contact center efficiency
  • Directed the Operational delivery of SLA's within key teams, Complaints, Key Client Service and Net Promoter within a multi channel (email, call and web chat) contact center environment, ensuring delivery on customer and employee promise
  • Created Net Promoter Detractor team to take action on NPS detractors and to deliver process improvements
  • Implemented a CRM tool unifying all contact to present a unified view of the customer, improving servicing and agent experience
Business Account and Company Support Manager 07/2010 to 08/2011 Bupa Global Brighton, England
  • Led a sales team in a contact center environment to achieve agreed targets and put action plans, with specific deliverable objectives in place, encouraging excellence and challenging poor performance.
  • Utilized Salesforce to manage customer accounts and deliver on aggressive sales and retention targets
  • Worked with key stakeholders to complete effective root cause analysis in existing processes, introducing fixes and implementing new processes to ensure customer satisfaction.
  • Implemented Net Promoter in 5 Global Offices.

Global Partner Service Team Manager 05/2008 to 06/2010 Bupa Global Brighton, England
  • Managed day to day relationship and defined all processes between Bupa Global and a portfolio of 10 global partners
  • Managed Partners to agreed Service Levels and put action plans, with specific deliverable objectives in place to combat poor performance
  • Managed the outsourcing of service for a portfolio of products and managed the on-going relationship and performance with the outsourcer
Store Manager and Deputy Area Manager 07/2003 to 06/2008 Ernest Jones Jewelers Brighton, England
Six Sigma Green Belt 2016 Florida International University Miami, FL
Employee Engagement Strategy Practitioner Chartered Institute of Performance Development London, England
Lean Practitioner Certification University of Wales Wales
Net Promoter Associate Satmetrix London, England
BTEC National Diploma -Equivalent of US Associates Degree West Kent College Tonbridge, England
General Certificate of Secondary Education - Equivalent of US High School Diploma
This resume is created in 7 minutes.
Professional Summary
Manager focused on maximizing productivity and increasing customer base. Believes exceptional customer service is essential to retail success. Results-driven and determined to exceed company sales goals. Leverages business management  education and retail experience to make agile decisins that best meet the needs of the business according to store reports and customer interaction.
  • Excellent customer service skills
  • POS systems
  • Personnel development
  • Merchandising
  • Customer-oriented
  • Goal-oriented
  • Detail-oriented
  • Strategic thinker
  • Staff training and development
  • Opening and closing procedures
Work History
Merchandise Team Manager 09/2013 to Current
Macy's Memphis, TN

  • Interviewed job candidates and made staffing decisions.
  • Counted cash drawers.
  • Managed staff of 35 sales associates, 5 team leaders and 1 manager.
  • Assigned employees to specific duties to best meet the needs of the store.
  • Instructed staff on appropriately handling difficult and complicated sales.
  • Led weekly store meetings for all employees.
  • Trained and developed new associates on POS system and key sales tactics.
  • Generated repeat business through exceptional customer service.
  • Conducted store inventories once per year.
  • Analyzed profit and loss performance reports.
Dangerous Goods Agent 09/2008 to 09/2013
FedEx Memphis, TN
  • Adhered to all requirements and regulations for interstate HAZMAT carriers.
  • Maximized sales by shipping on time and accurately.
  • Operated PC and RF-based computer systems with a high level of accuracy.
  • Swept floors and stored equipment at the end of each shift.
  • Loaded and unloaded ship cargo.
  • Cleaned and maintained the warehouse in compliance with OSHA safety standards.
  • Reported all equipment failures and malfunctions to supervisor.
  • Stocked, staged and transported goods.
  • Attached identifying tags to containers.
Bachelor of Science: Business Management 2017 Park University - Millington, TN
Diploma 2004 Frank W. Cox High School - Virginia Beach, VA Medical Systems Administration