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

A passionate servant who strives to honor and glorify God in every arena of my life. A Dedicated, flexible, self-driven, and proven professional who is collaborative and willing to do whatever it takes to ensure the timely and successful completion of every job.

  • Contact Center
  • Coaching
  • Customer Care
  • Mentoring
  • Problem Solving
  • Processes
  • Quality Assurance
  • Real-time
  • Reporting
  • Strong Verbal and Written Communication
  • Supervision
  • Workflow
Education and Training
Liberty University Wilkesboro, Expected in Bachelors : Business Administration/Management - GPA :
Buncombe Technical Community College , Expected in 06/2002 Associates : Science, Asheville - GPA :
Circle K Stores, Inc. - Donor Response Specialist
Kingman, AZ, 06/2020 - Current
  • Assign specialty workloads to the Specialist team members
  • Readily available to respond to partner requests and escalated matters
  • Assist with the on-going training and development of the Response Center Representative staff
  • Provide immediate support as the Leader on Duty for staff and partner inquiries
  • Monitor staffing and coverage needs to ensure efficient handling of partner phone calls, emails and letters
  • Serve as a subject matter expert for the multiple specialty functions within the Response Center
  • Continual evaluation of work processes to ensure efficient handling as well partner-centric approach
Jbt Corporation - Donor Response Supervisor
Ontario, CA, 02/2018 - 04/2020
  • Supervise the day-to-day activities of individual full-time representatives and seasonal associate staff.
  • Build a healthy culture and unity among the team.
  • Manage and schedule staffing to ensure capacity is optimal throughout the year.
  • Evaluate performance of every representative to ensure meeting or exceeding quality standards related to professionalism, accuracy, timeliness, and ministry in interactions with donors.
  • Monitor and audit the quality of phone calls, emails, and written correspondence.
  • Suggest improvements to workflow, donor experience, scripting and other procedures.
  • Continually evaluate workflow, donor experience, scripting and other procedures.
  • Listen effectively and discern to identify issues and resolve conflict.
  • Determine staffing needs and schedules in order to ensure proper coverage for business demands and workload allocation.
  • Motivate and inspire the production workforce in order to boost morale and performance as well as embrace company initiatives.
Brock & Scott, PLLC - Manager
City, STATE, 11/2013 - 04/2015
  • Developed and established the Brock & Jessica Foreclosure Call Center.
  • Provided real-time support to Call Center staff for caller inquiries and escalated matters.
  • Created and maintained all Work Instructions and Standard Operating Procedures for the team.
  • Created a centralized reference tool that houses knowledge for all 7 states covered by the Firm.
  • Ensured that all calls were handled efficiently, accurately and within Compliance and Financial Regulation requirements.
  • Facilitated new business opportunities made available to the department.
  • Determined staffing needs and schedules in order to ensure proper coverage for business demands and workload.
  • Provided Firm with daily and weekly reporting and insight into department performance.
Lowe's Companies Inc - Supervisor
City, STATE, 12/2007 - 12/2013
  • 2012 Lowe’s Top Contributor.
  • Served as the department Manager on Duty in order to more efficiently serve Lowe’s customers and meet our department and company objectives.
  • Created and revised corporate processes that accommodate the constant flux in the demands Lowe’s customers and business.
  • Daily collaboration with the Quality Assurance, Learning and Organizational Effectiveness, InfoCenter, Workforce and Support teams to ensure that Customer Care was consistently meeting Lowe’s customer’s needs.
  • Assisted in the formation of the InfoCenter Review Board put in place to review procedural change requests.
  • Empowered a team of 150+ call agents/pros, in multiple sites, towards a one call resolution, customer focused approach to all aspects of their work.
  • Created Career Development Plans for my direct agents (12-24 agents) by utilizing their Performance Development Plan goals and expectations throughout the year.
  • Motivated and inspired the Lowe’s Customer Care workforce in order to boost morale and performance as well as embrace company initiatives.

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy


Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume scorecould be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

resume Strength

  • Clear Contact Info
  • Completeness
  • Formatting
  • Length
  • Personalization
  • Target Job
  • Typos

Resume Overview

School Attended

  • Liberty University
  • Buncombe Technical Community College

Job Titles Held:

  • Donor Response Specialist
  • Donor Response Supervisor
  • Manager
  • Supervisor


  • Bachelors
  • Associates

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: