customer service representative sr program coordinator resume example with 8+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor

Accomplished Program Manager with over 23 years of experience in strategic planning and complex problem-solving. Expert in networking, marketing, cross-functional communications, employee training, facilitation and process improvements. Decisive leader that is ready to leverage an extensive background in business and workforce development to expand organizational achievements while supporting corporate culture policies, inclusive opportunities and promote company initiatives.

  • Organizational development & culture plans / improving employee engagement
  • Project/Program Management
  • Talent retention, development & acquisition
  • Staff cultivation and advancement
  • Cross-functional interrelations
  • Remote employee management
  • Cultural, inclusive, collaborative relationship modeling with an emphasis on psychological safety
  • Public speaking
  • Issue and conflict resolution
Education and Training
Ashford University San Diego, CA Expected in 02/2011 Bachelor of Arts : Social Sciences - GPA :

Major in Organizational Development

Ohio Economic Development Association Dublin, OH, Expected in : Economic Development - GPA :
  • Completed certifications in: Business Retention & Expansion, Finance, Real Estate, Site Selection and Workforce/Talent Development. I will be completing my capstone with the next cohort.
  • National Association of Workforce Development Professionals, Washington, DC
  • Lean Six Sigma - Green Belt
  • Lean Six Sigma - Yellow Belt
  • Voinovich Academy for Excellence in Leadership and Public Services
Mobiquity - Customer Service Representative, SR/Program Coordinator
Waltham, MA, 02/2019 - Current
  • Exceeding all KPI's.
  • Increased Economic Development presence by 75%
  • Promote company initiatives through presentations
  • First point of contact for 69,165 AEP OH customers and manage 7 community accounts.
  • Administer business and residential requests by creating individually tailored solutions.
  • Spearheaded initiative that improved employee performance by 55%.
  • Support process and procedures, operational improvements, and challenges that result in efficient operations and deliver premier customer service.
Aecom Technology Corporation - Senior Energy Advisor
Spring Hill, TN, 02/2015 - 02/2019
  • Promoted Energy Efficiency/Beneficial Electrification programs to commercial and industrial customers through outreach and presentations.
  • Developed program for 7-county region and increased coverage into 10-county region.
  • Surpassed annual KPI's and exceeded annual KPI by 300% in the final program year.
  • Trained & mentored 3 new hires.
  • Planned and presented events for customer's, vendor's & professional organizations.
  • Built and maintained relationships with local and state legislatures on company initiatives.
Business Resource Network - Program Manager
City, STATE, 03/2013 - 02/2015
  • Developed strategies and execution methods for U.S. Department of Labor initiative with a focus on business retention and expansion in 4-county region.
  • Assisted businesses with organizational changes through the use of resources, business processes, budget allocations, or other modes of operations that significantly change their company or organization
  • Increased Economic Development presence by 90%
  • Recruited and hired diverse employees with expertise in business development which resulted in a highly skilled team.
  • Provided leadership, insight and mentoring to employees and provided operational knowledge of various local and national resources.
  • Delivered detailed program objectives and deliverables to organizations, state and local representatives, development groups and stakeholders via public speaking engagements.
  • Exceeded program goals by 250% by providing effective business strategies while ensuring privacy, trade secrets and intellectual property.
National Council On Aging - Assistant Program Manager
City, STATE, 10/2010 - 12/2010
  • Provided evidence-based program proven to improve displaced participants in 6-county region with: job search, resume writing, career development, loan and grant applications.
  • Pre-employment/post employment/change management counseling.
  • Lead workshops on healthy living and financial security, interviewing and job skills training
  • Planned and executed job fairs.
  • Cultivated relationships with community groups, project stakeholders and funding sources to maximize program outreach.
  • Reported program outcomes to executive leadership at corporate headquarters in Washington, DC.
  • Provided organization's information and initiatives to local and national stakeholders through conference presentations.
  • Ohio Mideastern Development Association- OMEGA.
  • Eastern Ohio Development Association- EODA.
  • Ohio Economic Development Association-OEDA.
  • Women for Economic and Leadership Development-WELD.
  • Women’s International Network of Utility Professional’s-WINUP.
  • Toastmaster's International
  • Chambers of Commerce’s.
  • AEP Women's Leadership Council
  • United Way.
Additional Information
  • Contributor to "7 Deadly Sins of Leadership" book by Cameron Morrissey, published 2014.
  • LinkedIn Profile -

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Resume Overview

School Attended

  • Ashford University
  • Ohio Economic Development Association

Job Titles Held:

  • Customer Service Representative, SR/Program Coordinator
  • Senior Energy Advisor
  • Program Manager
  • Assistant Program Manager


  • Bachelor of Arts
  • Some College (No Degree)

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