Experience

American Senior Benefits

• United States
• Insurance
• 400 - 500 Employee

• Insurance Broker

  • Sep 2020 - Present



Combined Insurance

• United States
• Insurance
• 300 - 400 Employee

• Sales Agent

  • Feb 2020 - Sep 2020



Liberty National Life Insurance Company

• United States
• Insurance
• 700 & Above Employee

• Supervising Agent

  • Feb 2019 - Jan 2020



Victoria's Secret

• United States
• Retail
• 700 & Above Employee

• Brand Assurance Analyist

  • Jun 2016 - Feb 2019

  -Facilitated New Hire CCS training for the fall 2017 season-Evaluate contacts for CCS, ICS and Chat departments, produce reporting to analyze to present to individual departments revealing strengths and areas of opportunity.-Review reporting and prepare presentation materials for executive review.-Strategize team workload to meet deadlines and deliverables.-Document, catalog and archive work performed by the Brand Assurance team.-Partner with leadership to identify and spot trends and opportunities of front line associates.-Present classroom material to a diverse population.-Participate in the development of training materials and themes to improve the quality of experience for Victoria’s Secret customers and associates.

• Quality Assurance Analyst

  • Feb 2015 - Jun 2016

  ● Participate in department demos of new Stories/Improvements● Monitor defects in JIRA● Participate in Smoke testing, Functional testing, Integration testing, UAT, AdHoc● Identify and prioritize the data setup needs for each cycle● Manually execute test cases in HP ALM● Utilize HP ALM reporting to monitor execution progress and identify any roadblocks● Review peer outlines and test cases to ensure that requirements/acceptance criteria are covered● In-depth analysis of defects with ensuring clarity and validations after fixes are installed ● Share feedback for customer impacts on functionality of new and current features● Participate in design studios to develop new functionality based on leadership or customer desire● Participate in daily scrums, planning/development sessions, retrospective meetings ● Lean UX and Agile workflow environments● Production pre-launch and launch validation to ensure positive customer experience● Exceeding on number of test case scenarios executed per cycle for projects In-development● Documented defects found during testing in high detail● Create outlines, test cases, scenarios from requirement documents and comps ● Utilization of excel to track test cases as well as progress and tasks for each project



Bath & Body Works

• United States
• Retail
• 700 & Above Employee

• Customer Care Supervisor (Seasonal)

  • Oct 2014 - Feb 2015

  +Managed a team of 25 direct-report employees+Coached and developed recently hired associates to perform in required KPI's and behaviors.+Created and implemented team activities and incentives to build morale and drive team success in required KPI's. +Lean Six Sigma Project - Attendance Tracking Transition: Streamlined attendance tracking process to create additional capacity for front line supervisors and improve consistency in the application and interpretation of attendance tracking guidelines. Fundamentally changed process from manual to automated. Saved the business equivalent of two full-time associates.



Victoria's Secret

• United States
• Retail
• 700 & Above Employee

• Specialist, Self Service Online

  • Jul 2014 - Oct 2014

  +Administration of Oracle RightNow Self Service Online Customer Portal; utilized this platform to add web service content and administer the website.+Served as primary content creator and subject matter expert (SME) for the customer-facing portion of the company's website.+Technical contributions let to CCC contact reduction, which yielded an expected return on investment of $250k.

• Power Coach

  • Mar 2014 - Jul 2014

  +Served as a Coach/Trainer on a specialized leadership team with a focus on maximization of retail associate opportunities. +Coached associates of all experience levels in order to close the knowledge gap present between new and tenured employees.+Implemented new programs which enhanced call and purchase experience for customers.

• Customer Service Supervisor

  • Jul 2012 - Feb 2014

  +Led and managed a team of 27 direct report employees.+Provided ongoing coaching to associate staff, utilizing the Victoria's Secret Direct (VSD) employee recognition program.+Mentored emerging leaders while assisting in the new hire orientation and ongoing training experiences. +Lean Six Sigma Project - Associate Help Line-Call Reduction: Improved processes driving calls without new technology or organizational models. Reduced calls by an average of 15% over same period last year, reducing handle time, cost per contact and improved customer experience.

• Universal Agent

  • Oct 2005 - Jul 2012

  +Responded to calls regarding customer issues, catalog orders and general inquiries; Exceeded expectations in all expected metrics.+Promoted sales initiatives, marketing and customer service. +Solved accounting and customer service issues do to ordering and delivery errors.



Acoustic Productions

• Production Assistant

  • Aug 1999 - Sep 2006

  +Managed event ticket sales and revenue accounting/P&L reporting of incomes exceeding $1,000,000.+Directly responsible for merchandising management with an annual budget exceeding $50,000.+Managed on-site event sales and gate staffs of up to 40 direct-report employees. +Managed event ticket sales and revenue accounting/P&L reporting of incomes exceeding $1,000,000.+Directly responsible for merchandising management with an annual budget exceeding $50,000.+Managed on-site event sales and gate staffs of up to 40 direct-report employees.



Club & Hospitality Industry

• United States
• Hospitality
• 1 - 100 Employee

• Multiple Positions

  • Aug 1991 - Jul 2005

  +Prior to building a business-focused career in real and pursuing higher education, worked 19 years in the hospitality industry including five years in management and four years as a chef. +Gained extensive experience in the planning and execution of events of various sizes, from intimate receptions to large-scale functions. +Prior to building a business-focused career in real and pursuing higher education, worked 19 years in the hospitality industry including five years in management and four years as a chef. +Gained extensive experience in the planning and execution of events of various sizes, from intimate receptions to large-scale functions.