Experience

Calabrio, Inc.

• United States
• Software Development
• 400 - 500 Employee

• Customer Success Manager

  • Apr 2023 - Present

  St Paul, Minnesota, United States



Capital One

• United States
• Financial Services
• 700 & Above Employee

• Agile delivery lead

  • Jun 2022 - Apr 2023

  Richmond, Virginia, United States Promoted to Agile Delivery Lead to lead and coach two high performing teams, ensuring the agile framework is utilized in conjunction with proactive risk identification and issue resolution to enable software delivery. Servant leader committed to creating a safe and trusted environment for the team while shielding their valuable time.

• Process Manager, Integrated Workforce Solutions

  • Apr 2017 - Jun 2022

  Richmond, Virginia Area Managed relationship with Calabrio Teleopti, which is a workforce management software tool that our frontline associates and managers use to monitor and manage schedules, metrics, and reporting. Accountable for developing and delivering on Internal customer requests to improve processes and resolve defects.

• Process Coordinator; Workforce Management and Staffing Specialist

  • Oct 2013 - Jun 2022

  Richmond, Virginia Area Accountable to partner with short term planners and leadership in multiple lines of business to properly staff the department based on demand. Managed intraday to reduce risk of missing service intervals.



Capital One

• United States
• Financial Services
• 700 & Above Employee

• Customer Service Specialist

  • Jan 2011 - Oct 2012

  Richmond, Virginia Area Assisted customers by educating them on products, services and troubleshooting requests and issues. Focused on providing stellar customer service while managing business risk(s).



Richmond Harley Davidson

• Assistant Service Manager and Chrome Consultant

  • Jun 2009 - Dec 2011

  Richmond, Virginia Area Managed new hires where I was accountable to train and coach, monitor performance and provide feedback. Relationship manager with new and existing customers to ensure sales and basic service needs were met.

• Service Writer / Sales Associate

  • Jun 2008 - Jun 2009

  Richmond, Virginia Area Assisted the service manager to maintain an efficient service department with a high degree of customer satisfaction.

• Certified Technician

  • Mar 2006 - Jun 2008

  Richmond, Virginia Area Performed everyday maintenance services as well as PDI’s, motor work and rebuilds, transmission overhauls, frame swaps, jet kits, dyno tuning, troubleshooting (electrical and mechanical) and installing accessories. All courses to obtain a Master certification were completed.