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Innovative, results oriented Leader eager to contribute 15+ years of customer service and management experience to a progressive organization.
- Proven ability to increase team performance throughout creation of effective training and development programs.
- Strong interpersonal skills, critical to establishing rapport, identifying individual needs and maintaining overall customer satisfaction.
- Skilled in directing all phases of multiple simultaneous projects.
Training & Development
Sprint Communications, Reston, VA 2015-2016
Key Experience Program/Project Manager
- Strategically steered multiple projects and programs to ensure an on time, within budget completion.
- Increased client retention rate by developing innovative tactics to promote customer satisfaction.
- Rapidly resolved trouble tickets, escalating when necessary.
Sprint Nextel Corporation, Reston, VA 2005-2015
Wireless Product Training and Development
- Leveraged subject matter expertise to create successful course content for classroom and online training programs.
- Tracked efficacy of training programs,
- Trained staff members on various topics, including Sprint devices, SalesForce.com, Machine2Machine applications and Google applications.
Sprint Nextel Corporation, Columbia, MD 2003-2005
Lead Government Wireless Field Support Rep
- Streamlined process improvement initiatives regarding government contracts, resulting in optimized efficiency and increased customer satisfaction.
- Heavily involved in staff member on boarding, including recruitment, interviewing and conducting thorough training to maximize team performance.
Nextel Communications, Englewood, CO 2000-2003
Lead National Direct/Indirect Sales Support Rep
- Utilized strong leadership skills to thoroughly evaluate employee performance; implementing necessary training and development measures when necessary.
- Served as product/portfolio subject matter expert.
Master of Science, Washington University, St. Louis, MO; 2000
Bachelor of Science, University of Colorado at Boulder; 1996
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