Dynamic leader with highly intuitive skills for problem
solving, training, research, and situational analysis. Strong record of
leadership skills while serving with the United States military, Texas law
enforcement agencies, commercial enterprises and sole proprietor companies.
Recognized as a forward thinker who is able to think outside the box and still
maintain an understanding of the big picture. Highly skilled at research,
gathering and interpreting case law, human/electronic intelligence, and
statistical information and disseminating to “need to know” personnel via
reports or database design and implementation. Highly motivated and effective
certified trainer with decades of experience training everyone from entry-level
employees to CEO level managers. Current passport and have traveled to countries
in Europe and Asia. (China, Germany, England, Vietnam and many more). Multiple
language skills. Mandarin Chinese and German. Software application skills
include extensive usage of Micorsoft Office suite of applications with in-depth
usage of Microsoft Visio, MSExcel and MSAccess.
POLYBRIGH NETWORK. Nanning, China, 10/2008 02/2009
Polybright is a privately held company in China. It has 11 branch offices through out the country. They service large corporations such as Bank of China with network and communications solutions including full SharePoint and Unified Communications usage.
Software instructor and project manager.
Responsible for bringing key personnel up to current knowledge levels with Microsoft Small Business applications as well as Unified Communications as related to Cisco and Microsoft. Also taught English to key personnel for more concise understanding of Microsoft applications.
INDICOPUBLIC Inc. Ft. Worth, TX 2/2007 09/2008
Indicopublic Inc. is a privately owned corporation that designs software for law enforcement agencies. Their software is used for full CAD, incident reporting and property management for any agency or private security agency.
Software Instructor and technical support
Instructor for law enforcement classes for software developed by Indicopublic.
TECLEOSE certified instructor teaching 40 to 60 hours a
week. Follow up training as needed as well as technical support for all
TEXAS WORKFORCE COMMISSION Ft. Worth, TX 10/2005 01/2007
TWC is a state run operation for the service of employees
and employers who are transitioning through employment changes. For the employee
the TWC sets the process in motion for them to gain benefits during the
unemployment period. For the employer, the TWC offers a forum to challenge or
support the benefit claim tendered by the employee.
Call Flow Manager
Call Flow Manager for a 100+ seat center taking incoming calls from employees and employers involved in the process of changing job status. Monitor calls in queue to guarantee the shortest possible wait time for incoming calls. Monitor attendance and approve as allowed vacation and time off. Work with IEX TotalView for schedule generation and daily attendance as well as forecasting future time off and best practice for service levels. Use AVAYA G3 software for ACD and switch control.
Accenture, Las Colinas, TX 3/2004 2/2005
Accenture is a global management consulting, technology services and outsourcing company. Committed to delivering innovation, Accenture collaborates with its clients to help them become high-performance businesses and governments. With deep industry and business process expertise, broad global resources and a proven track record, Accenture can mobilize the right people, skills and technologies to help clients improve their performance. With approximately 95,000 people in 48 countries, the company generated net revenues of US$11.8 billion for the fiscal year ended August 31, 2003.
Service Level Manager/Inter Day Operations
Call flow manager working with proprietary call flow management tools to control the volume of calls, service levels, and customer experience to classified locations.
• Monitor service levels for profit center.
• Manage volume and direction for successful customer satisfaction levels.
• Maintain balanced queues.
• Perform diagnostic reports to analyze data from the days operation.
ARCH WIRELESS, Irving, TX 4/2002 - 5/2003
Arch Wireless, Inc., headquartered in Westborough, Mass., is a leading wireless messaging and mobile information company with operations throughout the United States. The company offers a full range of wireless messaging services to business and consumers nationwide, including paging, two-way wireless e-mail and messaging and mobile data solutions for the enterprise. Arch provides wireless services to customers in all 50 states, the District of Columbia, Puerto Rico, Canada, Mexico and in the Caribbean principally through its nationwide sales force, as well as through resellers, retailers and other strategic partners.
Workforce analyst for inbound call center using call-tracking tools such as eWorkforce (Aspect TCS), ACD (Meridian Max) and RTA (Aspect). Mined data from these same tools to populate MS Access databases.
• Created reports depicting call volume with supporting charts in MS Excel
• Created macros for use by other analyst in MS Excel saving several hours a week in application time that simplified the reporting process.
• Created schedules for all agents using eWorkforce tools.
• Implemented “Visual Schedules” for use by supervisors in agent schedule monitoring.
• Work schedule assessment for 100+ agents on a weekly basis for call volume balance.
• Controlled requested time off for the call center.
• Extensive use of MS Excel and Access for creation of databases and controls.
• Created call center floor plan in Visio for agent locater used by IT and Human Resources.
WYNDHAM INTERNATIONAL, Dallas, TX 9-2000-10-2001
Wyndham International, Inc. is the fastest-growing upscale brand, the 4th largest hospitality and lodging company in the United States, and according to a J.D. Power and Associates survey, was rated #3 in customer satisfaction. Based in Dallas, Wyndham International owns, leases, manages and franchises hotels and resorts in the United States, Canada, Mexico, the Caribbean and Europe.
Customer Service Specialist
Received incoming calls from Wyndham hotel agents on applications ranging from Microsoft Operating Systems to Microsoft Office Suite of applications. Other applications supported were proprietary and not available for disclosure. Responsibilities included support of all night audit and corporate applications. Services also required update of connection of all workstations to network and server. Train night audit personnel to perform their task with the night audit software.
• Extensive use of pcAnywhere to make remote changes and upgrades.
• Supported Microsoft Office Suite of applications.
• Constant use of network tools to reset passwords and usernames.
UNITED STATES ARMY and ARMY RESERVE, Rank E-6. Top-secret security clearance.
TEXAS STATE GUARD, 1st. Lieutenant.
TARRANT COUNTY JUNIOR COLLEGE (Majors: Physical Education and Speech)
DALLAS BAPTIST UNIVERSITY (Police Academy Graduate)
POLICE DEPARTMENT STUDIES (Specialized Weapons and Tactical Operations)