(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Diverse background in management, customer service and exceptional interpersonal, communication and negotiation skills with the ability to develop and maintain mutually beneficial internal and external relationships. Managing, motivating and training, a successful and productive team and thrives in a highly pressurized and challenging working environment.

  • Client relations specialist
  • Team management
  • Talent development
  • Skilled multi-tasker
  • Avaya CMS, Citrix, SB Client, Callegro, Dynamic AX, Webtraccms IT, Dropbox software proficiency
  • Focused on customer satisfaction
  • Deadline-oriented
  • Scheduling
  • Conflict resolution techniques
  • Management of remote employees
Bauder College Atlanta, GA Expected in 2010 Bachelor of Science : Business Administration - GPA :
Rtx - Team Lead
Desoto, TX, 09/2014 - Current
  • Successfully managed the activities of 80 team members in multiple locations.  
  •  Assisted with creating training manuals targeted at resolving even the most difficult customer issues.
  • Monitored the daily activities of 5 customer support teams.
  • Owned team productivity metrics.
  • Provided detailed monthly departmental reports and updates to senior management.
  • Resolved customer questions, issues and complaints.
  • Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.
  • Lead on and off-site customer support teams across multiple time zones.  
San Manuel Indian Bingo & Casino - Administrative Assistant/Event Assistant
Highland, CA, 02/2013 - 01/2015


  • Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences.
  • Designed electronic file systems and maintained electronic and paper files.
  • Planned meetings and prepared conference rooms.
  • Supplied key cards and building access to employees and visitors.
  • Managed daily office operations and maintenance of equipment.
  • Set up equipment for broadcasts and promotions at station remotes.
  • Managed all closed-captioning orders for shows.
Cort Business Services - Catering Manager
Capitol Heights, MD, 10/2012 - 11/2014
  • Overseeing the management of facilities; checking event bookings and allocation or resource/staff.
  • Successfully planning new promotions and initiatives while contributing to business development; managing staffing and client issues with effective turnaround time.
  • Monitoring, adjustments and implementation of trending developments in the industry such as menus and consumer tastes.
  • Daily functions include managing food and beverage provision and functions for events, supervising catering and wait staff, budgeting and establishing financial targets and forecasting, managing payroll and monitoring spending levels, negotiating contracts with customers, assessing requirements and ensuring satisfaction with service deliveries, maximizing sales and meeting profit and financial 
Swirll Yogurt - Operations Manager
City, STATE, 08/2010 - 07/2012
  • Ensuring staff provides world class customer service while performing daily management of recruiting, training, supervision and appraising staff.
  • Responsible for managing daily, weekly and monthly budgeting and keeping accurate financial metrics for reporting.
  • Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
  • Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates. Effectively communicated with team members to maintain clearly defined expectations.
  • Interviewed, hired and trained new quality customer service representatives.
  • Successfully managed the activities of 50 team members in multiple locations.
Computer Skills
  • Metrics Software: Avaya CMS Supervisor
  • Ticketing Software: SB Client, Citrix, Remedy
  • Programs: Callegro, Dynamic AX, Webtraccms IT, Dropbox
  • Type 65 WPM 
  • Proficient in Microsoft Office, Open Office, PowerPoint, Excel

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School Attended

  • Bauder College

Job Titles Held:

  • Team Lead
  • Administrative Assistant/Event Assistant
  • Catering Manager
  • Operations Manager


  • Bachelor of Science

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