B.A.A.S: Emergency Management Administration, Public Relations/Marketing West Texas A&M University - Canyon, TX GPA:
Professional Summary
Forward-thinking professional with deep understanding of resolving customer problems with efficiency and civility. Expert in high stress customer resolutions and technical support issues with dedication to increasing productivity through close analysis of data, policy and product improvement. Proven history of increasing customer satisfaction and build strong relationships.
Skills
Employee training
Data Analysis
Training program development
Training material development
Public speaking
Classroom expertise
Relationship development
Curriculum design
Adult Learning Principles
Research
Leadership
Communication Skills
Social Media
Work History
02/2014 to Current
ESL TeacherSt. Jude Children's Research Hospital – Memphis, TN,
Provided academic advisement and educational guidance for adult learners using constructive feedback, in-person facilitation, contact calls, and emails.
Utilized multimedia strategies and technology to convey information in fresh and interesting ways; reached over 2,000 students.
Plan and execute activities that assisted 174 online teachers in discovering training and development opportunities to strengthen necessary knowledge, skills, and attributes needed for professional progression.
Developed and implemented lesson plans that addressed general students as well as those with individualized 504 plans as part of integrated classroom.
10/2012 to 08/2013
National Repair Technician, Tier II, Repair TechnicianCity Of Auburn – Auburn, WA,
Rated top remote repair technician, effectively reduced repair time and ticket touches by 25% during Hurricane Sandy.
Implemented preventive maintenance measures to decrease emergent issues; rated in the top 5% of remote technicians and promoted within 6 months.
Specialized in analyzing business telecom systems, completing thorough inspections and skilled repairs; effectively increased ticket repair rates by 80%.
Counseled and collaborated with ILEC vendors to locate replacement components and resolve advanced problems.
01/2008 to 10/2012
Project Coordinator, Development OperationsAmerican Heart Association, National Center – City, STATE,
Managed a subcommittee of 9 team members, on the transformation of 300 outdated fundraising web pages into a modern online donation powerhouse and created a social media presence; effectively increased traffic and donations by more than 70%.
Commended for revenue analysis of the Hospital Accreditation program; provided the Executive Leadership Cabinet a new $ 25 Million dollar market.
Project lead for the Alpha Kappa Alpha Sorority memorial donation program; collaborated with other internal departments on public relation strategies, safety measures, materials, site, and execution for 700 new donors.
Kept projects on schedule by managing deadlines and adjusting workflows as needed.
Established a library of development and fundraising training resources to help all major initiatives in training over 500 employees on key data analysis practices; effectively provided associates with educational and development opportunities that align with learning plans.
Coordinated presentations for customers and key stakeholders. Counseling on project scope, progress and results, keeping all entities well-informed of milestones and goals; improved national employee donor metrics from $25 single donation to $28 increase
08/2001 to 03/2007
Emergency ManagerThe United States Air Force – City, STATE,
Chemical, Biological, Nuclear, and high yield Explosives (CBRNE)/ Emergency Manager/Unit Deployment Manager Maintained, developed, and coordinated comprehensive Risk Management, Emergency Operations Center (EOC), Incident Command System (ICS), Resiliency, and Continuity of Operations Plans for the installation.
Lauded by senior AF officials for the transformation of EM training exercises from a lecture format into a realistic, hands-on scenario-based program; education program utilized by 8,000 students annually.
Counseled AF leadership on the development of course curriculum for the first AF Portal Shield automated biological agent detection network, budgeted at $1.5 Million.
Authored a concise inspection plan for the Chemical Weapons Convention program; utilized by senior leadership for NATO compliance exercises.
Project lead for AF MAJCOM implementation of Department of Homeland Security NIMS, NRF, ICS programs, and training; provided strategic implementation, short term, and long-range planning.
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School Attended
West Texas A&M University
Job Titles Held:
ESL Teacher
National Repair Technician, Tier II, Repair Technician
