Experience

Morehead State University

• United States
• Higher Education
• 700 & Above Employee

• College and Career Navigator

  • Aug 2018 - Present



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Technical Support Specialist

  • Dec 2005 - Aug 2018

• Technical Support Specialist I

  • Jan 2005 - Aug 2018

  Top 10% performer; fielded 50 calls per day while the average was 35 in an inbound technical support call center.- Responded to telephone inquiries and complaints using standard scripts and procedures.- Mentored 5 new hires during each new training class which included call shadowing and AT&T computer system training.- Qualified for monthly bonuses for meeting quality assurance standards.- Promoted to an off-line commitment team, which researched and solved technical problems on-line technical support teams could not.- Closed 80 commitments per day; average was 55.- Accepted into Management Training Program. Show less



Morehead State University

• United States
• Higher Education
• 700 & Above Employee

• Academic Counselor

  • Aug 1994 - Dec 2005

• MSU Area Coordinator

  • Jan 1995 - Jan 2003

  - MSUCorps is a tutoring and mentoring program for college students. Students tutor other students at the on campus Tutoring Lab. Recruited students through e-mail, Facebook, faculty and staff referrals.- Managed the training, recruitment, program evaluation, public relations and supervision of over 30 Academic Tutors, Executive Assistants, Directors, Librarians and other positions. - Writer, Designer and Editor, of MSUCorps newsletter. - Utilized digital photography, print and electronic media to advertise academic programs and individual professional accomplishments.- Conducted career planning and resume writing workshops.- Wrote action plans and performed end-of-year employee evaluations.- Wrote press releases, feature stories, about MSU students; and edited a newsletter distributed to all faculty and staff.- Wrote at least 10 press releases and 3 feature stories per week furnished to newspapers around the world.. Show less



2003-2004

• Education Instructor

  • Aug 2003 - Dec 2004

  Taught 20 GED students per day in English, Science, History and Writing. - 90% passing rate of GED tests which was the highest out of a team of 5 Tutors. Taught 20 GED students per day in English, Science, History and Writing. - 90% passing rate of GED tests which was the highest out of a team of 5 Tutors.