(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary

Capable Relationship Manager experienced in developing customized solutions to meet wide-ranging customer needs. Strong collaborator and active listener with excellent verbal and written communication skills. Offering 13-year track record of success in Aviation. Talented and relationship-driven Customer Experience Manager with solid leverages data-driven approaches to maximize business profits. Excellent communication, planning and problem-solving abilities.

  • Revenue Generation
  • Business analytics
  • Troubleshooting
  • User feedback
  • Client renewals and prospecting
  • Best practices
  • Client relationship management
  • Customer service and support
  • Training Oversight
  • Company branding
  • Policy and procedure adherence
University of Phoenix Online, Expected in 05/2010 Associates : Computer Science Networking/ IT Systems Management - GPA :
USAF Italy, Expected in 04/2007 -USAF-Airman Leadership School : - GPA :
USAF Sheppard AFB, Texas, Expected in 11/2001 -USAF-Aircraft Armament Apprentice Course F-16 : - GPA :
Huntington High West Virginia, Expected in 06/2000 Date of diploma, Date of Diploma : - GPA :
Work History
Verizon Communications - Government Account Manager
Cleveland, TN, 09/2009 - Current
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Drove operational improvements which resulted in savings and improved profit margins.
  • Monitored social media and online sources for industry trends.
  • Developed team communications and information for Squadron Commander meetings.
  • Handled 200 calls per quarter to address customer inquiries and concerns within squadron.
  • Resolved countless problems, improved operations and provided exceptional client support.
  • Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
  • Saved $250,000.00 by implementing cost-saving initiatives that addressed long-standing problems.
  • Worked with maintenance customers to understand needs and provide time saving service.
  • Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
  • Identified, researched and resolved billing variances to maintain system accuracy and currency.
  • Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
Warnermedia - Client Success Manager
NH, State, 05/2008 - Current
  • Worked with Maintenance and Aviation departments to facilitate communication and deliver personalized solutions to customers.
  • Generated new business models and referred clients in partnership with financial advisors and branch team.
  • Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.
  • Assist with event planning, including working with vendors, event coordinators, and design teams for on-site collateral
  • Work with VP’s in development and maintenance of client and agency relationships
  • Successfully manage to any related KPIs such as revenue growth, client satisfaction, etc set forth by Client Success management
  • Supports the evaluation and selection of third-party advertising, marketing collateral, and related service providers
  • Responsible for finalizing media plan & making adjustments to media plan post sale
  • Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
  • Reviewed products and user documentation to assess compliance with client success processes.
  • Maintained high level of understanding regarding industry trends, legislation, compliance and competitor activity.
Kion Group - Program Manager
Peachtree Corners, GA, 05/2008 - Current
  • Helped numerous individuals in shop with; software installation, printer errors, spreadsheets, and other Microsoft suite programs.
  • Extensive knowledge in translating detailed logical steps developed by others into language codes that computers accept where this required understanding of procedures and limitations appropriate to use of programming language.
  • Interviewing subject-matter personnel to get facts regarding work processes, and synthesizing resulting data into charts showing information flow.
  • Operating computer consoles where this involved choosing from among various procedures in responding to machine commands or unscheduled halts.
  • While working in this capacity have taken care of planning sequence of actions necessary to accomplish assignment; and personally have been responsible for segments of overall project.
  • Have experience in developing modifications to parts of system that required significant revisions in logic or techniques used in original development.
  • Physical building of Computers and creating operational systems for individuals outside of work to bring peace of mind to families who do not possess skills required.
  • Excellent problem solving skills – able to identify, analyze and propose solutions to technical and business issues.
  • Excellent time management, multi-tasking and organizational skills.
  • Demonstrated ability to work in fast-paced environment and manage multiple work streams.
  • Assess risk using financial, statistical and economic data and create manageable solutions.
  • Evaluate emerging technologies for suitability and competitive advantage.
  • Prepare project documentation, status reporting, policies, procedures and reports assigned by management.
  • Can work independently.
  • Promote teamwork within team and foster cooperation with other groups and departments.
  • Currently working on Microsoft certifications.
  • Maintained tight production timetables and quality standards to give audiences exceptional offerings.
  • Delivered training for staff development, change management and materials, process and technical controls.
  • Interacted with customers and clients to identify business needs and requirements.
  • Planned, created, tested, and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Improved success of program by making proactive adjustments to operations.
  • Created and presented data using MS Excel spreadsheets and other MS Office tools.
  • Controlled resources and assets for Support department activities for compliance with industry standards and government regulations
  • Supported operational and functional programs by nurturing professional relationships with community members.
  • Trained 350 personnel in Air Force equipment maintenance and enforced participation in exercises focused on developing proficiency.
  • Launched quality assurance practices for each phase of development
  • Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
  • Instituted quality systems within organization encompassing training, corrective and preventative action.
  • Verified that design, operation and IT systems complied with applicable regulations.
  • Implemented and executed reviews of computer systems for compliance with state and federal regulations.
  • Resolved problems and provided solutions to customers by communicating requirements to subordinates.
  • Developed detailed plans based on broad guidance and direction.

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School Attended

  • University of Phoenix
  • USAF
  • USAF
  • Huntington High

Job Titles Held:

  • Government Account Manager
  • Client Success Manager
  • Program Manager


  • Associates
  • -USAF-Airman Leadership School
  • -USAF-Aircraft Armament Apprentice Course F-16
  • Date of diploma, Date of Diploma

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