Experience

ClearOne Advantage

• United States
• Financial Services
• 100 - 200 Employee

• Operations Support Manager

  • Jul 2022 - Present

  • assessing the efficiency & technical proficiency of the Customer Loyalty Group • developing, implementing and revising Standard Operating Procedures among 6 specialty groups • Department liaison, establishing and building upon new and existing cross department communication and collaboration • Quality Assurance & Compliance • Workforce Management, developing and scheduling continued education training for the entire department • Client Relations and… Show more • assessing the efficiency & technical proficiency of the Customer Loyalty Group • developing, implementing and revising Standard Operating Procedures among 6 specialty groups • Department liaison, establishing and building upon new and existing cross department communication and collaboration • Quality Assurance & Compliance • Workforce Management, developing and scheduling continued education training for the entire department • Client Relations and Retention resolving formal complaints

• Customer Loyalty Management Team

  • Jan 2021 - Jul 2022

  • Lead the customer service teams fostering an environment of success, teamwork, strong work ethic, integrity, and excellence. Key performance metrics measured in their daily execution of their assigned performance agreement and profitable FYI metrics, which include, but are not limited to, customer satisfaction, customer loyalty, employee efficiency, Working Rate, and Positive Actions Attainment. • Suggested and led adopted strategies that improved overall customer experience, agent… Show more • Lead the customer service teams fostering an environment of success, teamwork, strong work ethic, integrity, and excellence. Key performance metrics measured in their daily execution of their assigned performance agreement and profitable FYI metrics, which include, but are not limited to, customer satisfaction, customer loyalty, employee efficiency, Working Rate, and Positive Actions Attainment. • Suggested and led adopted strategies that improved overall customer experience, agent productivity and reliability, and company profitability. • Direct impact to professional growth through mentoring, coaching, and leading employees through their career development. • Launched and support the workforce management process for the customer service team, which includes schedule generation, client contact forecasting, and employee shift bids to maximize efficiency and occupancy levels. Created initial departmental attendance policy which also resulted in improved attendance, occupation levels, and overall productivity.

• Leadership Team Client Relations Department

  • Dec 2018 - Jan 2021

  Streamlined leadership focus on the Client Relations team responsible for rebranding client retention and revenue recovery. • helped lead the Client Relations team to decrease client cancellation around 2% which result in company saved fee over $1.3M, redrafting over $500k, and collecting outstanding fee over $50k monthly. • Continued team growth now expanding it’s remote employee presence across three states, while driving a winning virtual culture, delivering record breaking… Show more Streamlined leadership focus on the Client Relations team responsible for rebranding client retention and revenue recovery. • helped lead the Client Relations team to decrease client cancellation around 2% which result in company saved fee over $1.3M, redrafting over $500k, and collecting outstanding fee over $50k monthly. • Continued team growth now expanding it’s remote employee presence across three states, while driving a winning virtual culture, delivering record breaking results, and developed virtual team training and development strategies. • personally interviewed, trained and onboarded 16 remote agents across 3 different departments and 4 different states. • Helped institute and adopt bonus structure for client relations team which drives increased company bottom line and challenges employee to reach new personal goals. • Drive day to day key performance metrics, which include productivity (Working Rate and Contacts per Hour) and Profitability (Save Count, Save Fee, Outstanding Fee Collection, and Redrafts). • Ongoing cross functional partnerships and relationship building.

• Client Relations Specialist

  • May 2015 - Dec 2018

  • Drive day to day key performance metrics, which include productivity (Working Rate and Contacts per Hour) and Profitability (Save Count, Save Fee, Outstanding Fee Collection, and Redrafts). • responsible for rebuilding, rebranding and repairing relationships with clients • Ongoing cross functional partnerships and relationship building. • Employee of the year 2016, Employee Excellence Award 2016 - Directors Choice Award • set, broke and reset multiple company… Show more • Drive day to day key performance metrics, which include productivity (Working Rate and Contacts per Hour) and Profitability (Save Count, Save Fee, Outstanding Fee Collection, and Redrafts). • responsible for rebuilding, rebranding and repairing relationships with clients • Ongoing cross functional partnerships and relationship building. • Employee of the year 2016, Employee Excellence Award 2016 - Directors Choice Award • set, broke and reset multiple company records

• Saving Solutions Manager

  • May 2015 - May 2016

  In early 2015 I took on a new position within the ClearOne Advantage as the Saving Solutions Manager and set a new company record in April 2015. For the great work I had done in April I was given the honor of receiving the Employee Excellence award for my work in April 2015. In May 2015 I broke my own record with the company, I had previously set the month before, as I continued to excel at my new position.

• Certified Debt Settlement Specialist - Enrollment Department

  • Jun 2013 - May 2015

  I started with ClearOne Advantage as an Account Executive in 2013. ClearOne Advantage is registered with the BBB (Better Business Bureau) and an accredited member of the AFCC (American Fair Credit Council). While at ClearOne I gained my certification as a Certified Debt Specialist, and I was top 3 in the company in November of 2013.



FREEstate Workshop

• Baltimore, Maryland Area

• Founder/Partner

  • Jan 2009 - Present

  Audio and Video production design and editing Marketing, Graphic Design, Web Management, Networking, Public Relations, Promotions and Advertising Responsible for booking talent and venues for performances as well as merchandising sales and creation Liaison for the working relationship with LeVeL uP Productions, DNL and One Koast Entertainemnt PhotoshopCS5, Adobe Premier, Cubase, Windows Media Movie Maker (main computer programs Audio and Video production design and editing Marketing, Graphic Design, Web Management, Networking, Public Relations, Promotions and Advertising Responsible for booking talent and venues for performances as well as merchandising sales and creation Liaison for the working relationship with LeVeL uP Productions, DNL and One Koast Entertainemnt PhotoshopCS5, Adobe Premier, Cubase, Windows Media Movie Maker (main computer programs



Automotive Training Institute

• United States
• Business Consulting and Services
• 1 - 100 Employee

• New Business Development

  • Jun 2012 - Oct 2012

  New business development responsible for signing up new shop owners for a consulting workshops. Sales, cold calling, customer service. New business development responsible for signing up new shop owners for a consulting workshops. Sales, cold calling, customer service.



Bond & Bentley

• Baltimore, Maryland Area

• Woodwinds, Vocals, Keyboards, Graphic Designer

  • Jan 2005 - Jun 2012

  Baltimore Indie Rock Band - Clarinet, Keyboards, Harmonica and vocals. Aswell as Marketing, Graphic Design, Web Management, and Networking. Responsibilities include writing, performing, booking shows, and merchandise sales. Bond & bentley plays numerous carity events including but not limited to Toys for Tots, Trash Bash 2010, Denafest, Susan Koman fund, Red Cross, Haiti Benefit, Special Olympics and more. Baltimore Indie Rock Band - Clarinet, Keyboards, Harmonica and vocals. Aswell as Marketing, Graphic Design, Web Management, and Networking. Responsibilities include writing, performing, booking shows, and merchandise sales. Bond & bentley plays numerous carity events including but not limited to Toys for Tots, Trash Bash 2010, Denafest, Susan Koman fund, Red Cross, Haiti Benefit, Special Olympics and more.



Home123 Mortgage

• United States
• Real Estate
• 1 - 100 Employee

• Senior Mortgage Specialist

  • Mar 2006 - Jul 2007

  • 1 of 8 Mortgage Specialists in the company's top producing office in the nation • Inside Sales, call center focus (cold calling, self generating, outside marketing and sourcing) • Focused on Prime, Non Prime and Secondary mortgage products • Continued to further my knowledge and experience within the Financial and Mortgage Industry • Personally Averaged $1,000,000 per month in loans. • Built and maintained relationships with outside vendors including but not limited to Title… Show more • 1 of 8 Mortgage Specialists in the company's top producing office in the nation • Inside Sales, call center focus (cold calling, self generating, outside marketing and sourcing) • Focused on Prime, Non Prime and Secondary mortgage products • Continued to further my knowledge and experience within the Financial and Mortgage Industry • Personally Averaged $1,000,000 per month in loans. • Built and maintained relationships with outside vendors including but not limited to Title Companies, Appraisers, Notary Publics, and Underwriting Teams. I worked with Home123 Mortgage at the North Linthicum Maryland Office until I was laid off due to the office closing in 2007 Show less • 1 of 8 Mortgage Specialists in the company's top producing office in the nation • Inside Sales, call center focus (cold calling, self generating, outside marketing and sourcing) • Focused on Prime, Non Prime and Secondary mortgage products • Continued to further my knowledge and experience within the Financial and Mortgage Industry • Personally Averaged $1,000,000 per month in loans. • Built and maintained relationships with outside vendors including but not limited to Title… Show more • 1 of 8 Mortgage Specialists in the company's top producing office in the nation • Inside Sales, call center focus (cold calling, self generating, outside marketing and sourcing) • Focused on Prime, Non Prime and Secondary mortgage products • Continued to further my knowledge and experience within the Financial and Mortgage Industry • Personally Averaged $1,000,000 per month in loans. • Built and maintained relationships with outside vendors including but not limited to Title Companies, Appraisers, Notary Publics, and Underwriting Teams. I worked with Home123 Mortgage at the North Linthicum Maryland Office until I was laid off due to the office closing in 2007 Show less



H&R Block Mortgage

• Financial Services
• 1 - 100 Employee

• Senior Mortgage Account Executive

  • Jun 2004 - Mar 2006

  • Inside Sales, call center focus • Self generating new business, referrals and maintained current relationships with clients • Focused on Prime and Non Prime mortgage products • Personally Averaged $1,000,000 per month in loans. • Built and maintained relationships with outside vendors including but not limited to Title Companies, Appraisers, Notary Publics, and Underwriting Teams. I was with H&R Block mortgage until 2006 when, ironically, they filed their tax information… Show more • Inside Sales, call center focus • Self generating new business, referrals and maintained current relationships with clients • Focused on Prime and Non Prime mortgage products • Personally Averaged $1,000,000 per month in loans. • Built and maintained relationships with outside vendors including but not limited to Title Companies, Appraisers, Notary Publics, and Underwriting Teams. I was with H&R Block mortgage until 2006 when, ironically, they filed their tax information incorrectly and filed for Bankruptcy. I was offered another position with in the company but at that time I was unwilling to relocate. Show less • Inside Sales, call center focus • Self generating new business, referrals and maintained current relationships with clients • Focused on Prime and Non Prime mortgage products • Personally Averaged $1,000,000 per month in loans. • Built and maintained relationships with outside vendors including but not limited to Title Companies, Appraisers, Notary Publics, and Underwriting Teams. I was with H&R Block mortgage until 2006 when, ironically, they filed their tax information… Show more • Inside Sales, call center focus • Self generating new business, referrals and maintained current relationships with clients • Focused on Prime and Non Prime mortgage products • Personally Averaged $1,000,000 per month in loans. • Built and maintained relationships with outside vendors including but not limited to Title Companies, Appraisers, Notary Publics, and Underwriting Teams. I was with H&R Block mortgage until 2006 when, ironically, they filed their tax information incorrectly and filed for Bankruptcy. I was offered another position with in the company but at that time I was unwilling to relocate. Show less



Ameriquest Mortgage Company

• United States
• Financial Services
• 1 - 100 Employee

• Senior Mortgage Account Executive, Team Leader

  • Feb 2003 - Jun 2004

  • Inside Sales, call center management team • worked hand in hand with the Underwriting team to improve file flow with focus on client experience • Primarily focused on non prime mortgages • Personally Averaged $1,000,000 per month in loans. • focused on leading, training, coaching and developing a team of 5 -7 account executives with a focus on results and client experience • certified Notary Public • Inside Sales, call center management team • worked hand in hand with the Underwriting team to improve file flow with focus on client experience • Primarily focused on non prime mortgages • Personally Averaged $1,000,000 per month in loans. • focused on leading, training, coaching and developing a team of 5 -7 account executives with a focus on results and client experience • certified Notary Public



Sterling Jewelers

• United States
• Retail
• 700 & Above Employee

• Store Manager

  • Feb 1999 - Aug 2003

  • Averaged $310,000 a year in merchandise, repair, and warranty sales. • Managed, interviewed, hired and trained a staff of 8+ employees • Focused on daily operations in a retail environment, merchandising and display, opening/closing, large cash handling including bank drops and employee performance appraisals • DCA certified Diamontologist • Bonded in the State of Md • Averaged $310,000 a year in merchandise, repair, and warranty sales. • Managed, interviewed, hired and trained a staff of 8+ employees • Focused on daily operations in a retail environment, merchandising and display, opening/closing, large cash handling including bank drops and employee performance appraisals • DCA certified Diamontologist • Bonded in the State of Md