Heating Air Conditioning Specialist

• Aug 2022 - Present

Program Director

• Jun 2019 - Jul 2022

Manage program budget of $1.4 million annually, overseeing all major administrative functions of treatment facility including development and improvement of operating policies and procedures, managing client intake and flow, treatment paths and continuing care protocols. Responsible for the management and development of 45+ clients and staff coaching them through goal setting and individual plans of action to transform the life they lead. Representative of JVA in community awareness campaigns, direct advocate for clients, main contact for family of clients, responsible for ensuring overall service satisfaction for clients, family, customers and the community. Streamlined program operations documentation from intake and accounting through client completion, improving the maintenance of records and statistical data gathering. Directed and implemented new branding and marketing strategy driving a cohesive message across 5 individual businesses educating customers on JVA mission and services, increasing brand awareness and loyalty. Direct staffing roles and responsibilities across five businesses, facility management including housekeeping, maintenance, and food service Show less

Manager

• Dec 2017 - Jun 2019

Manage all disciplines on project team, including but not limited too. Move management, project management. Provide a single point of contact for all move management activities. Develop training documentation 360-work order completion and expiration. Ensure move processes are managed in accordance with client expectations, JVA Movers and Washington State policies and procedures. Manage all disciplines on project team, including but not limited too. Move management, project management. Provide a single point of contact for all move management activities. Develop training documentation 360-work order completion and expiration. Ensure move processes are managed in accordance with client expectations, JVA Movers and Washington State policies and procedures.

Machine Operator

• Jan 2016 - Dec 2017

Senior Customer Care Specialist

• Jul 2014 - Apr 2016

Provided technical support for Intuit customers who use their Quickbooks Online software. Successful customer service representative with a proven record of customer satisfaction with average TNPS score of 93% over the last 12 months. Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume). Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees. Earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness. Assisted with the daily responsibilities of managing and training a team of 10-12 agents. Worked with those agents who struggled the most with customer satisfaction. Monitored agents calls for quality assurance and training purposes. Show less

Account Manager

• Jan 2011 - Feb 2014

Business to business sales for a premier Arizona safety company. My responsibilities included organizing meetings with new and established clients and perform sales presentations that provided information about AGS and its products. Generated referrals and built personal relationships with each client and closed sales by obtaining orders. Business to business sales for a premier Arizona safety company. My responsibilities included organizing meetings with new and established clients and perform sales presentations that provided information about AGS and its products. Generated referrals and built personal relationships with each client and closed sales by obtaining orders.

Machine Operator

• Jan 2009 - Jan 2011