Experience

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  Olympia Entertainment

  • Detroit Michigan

  • Concierge & Tour Guide

    • Dec 2017 - Present
    • Detroit Michigan

    https://www.313presents.com/plan-your-visit/tour-photo-opportunities/Front line team member ensuring that the premium and private areas of Little Caesars Arena and other entertainment venues promote a world class experience for the guests and fans. Combining my love of the hospitality industry and exceptional customer service and the excitement of entertainment and sports.

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  IOR Global Services & Techworld Language Solutions

  • Multiple Locations

  • English as a Second Language Tutor

    • Nov 2007 - Present
    • Multiple Locations

    Assist Fortune 500 executives and their families in the Detroit Metropolitan area, providing customized tutoring to advance English language proficiency.Meet with clients to evaluate goals and determine learning style; develop instructional plans and teaching strategies aligned with client needs. Track and report client progress, adjusting lesson plans to address problem areas and improve comprehension.Key Achievement: Consistently received excellent customer feedback and high levels of satisfaction.

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  Bloomfield Township Senior Services

  • Bloomfield Township, Michigan

  • Outreach Coordinator

    • Sep 2019 - Aug 2022
    • Bloomfield Township, Michigan

    Provide resources, information and services relating to Community Outreach including CDBG Federal Minor Home Repair Program, Medical Transportation, Friendly Caller Program, Medicare Assistance, Medical Loan Closet to the seniors of Bloomfield Township.

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  Hotel Royal Oak

  • 811 E. 11 Mile Road, Royal Oak MI 48067

  • Community Outreach Director-Sales & Marketing

    • Apr 2018 - Mar 2019
    • 811 E. 11 Mile Road, Royal Oak MI 48067

    Ensure the organizations objectives and goals achieve brand positioning and success. Build loyalty through proactive communications, setting and managing expectations and deliver solid business results. Work with partners and the community to promote business opportunites for the Hotel Royal Oak.

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  Telegration, Inc.

  • Clawson, Michigan

  • Order Fufillment Manager

    • Mar 2016 - Nov 2017
    • Clawson, Michigan

    Provided end to end data and voice solutions and support focused on customer service excellence. Direct leadership for a team of implementation and customer service representatives. Managed staff hiring, training and professional development. Created and led an efficient and productive operational order fulfillment department. Maintained open lines of communication across departments and functionos within the company including: Managment, Marketing and Sales. Key achievement: successfully rolled out SalesForce CRM for both Customer Service and Order Processing Departments.

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  New Horizons Computer Learning Centers

  • Great Lakes Region

  • Student Service Specialist - Contract Fulfilled

    • Jun 2015 - Nov 2015
    • Great Lakes Region

    Responsible for maintaining contacts with students to ensure that they have a positive experience at New Horizons and help to remove any roadblocks that might prevent them from successfully completing their programs. Provide excellent customer service to all students and act as a liaison between students, student services, Career Consultants and the Directors of Admissions.**Pearson VUE Certified Test Administrator**

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  Detroit Regional Chamber

  • Detroit Michigan

  • Affliliate Account Representative-Business Solutions Group-Channel Marketing - Contract Fulfilled

    • Apr 2015 - Jun 2015
    • Detroit Michigan

    Provided outreach and support to affiliate chambers with a focus on affinity program participation. Used excellent communication and interpersonal skills to build rapport, assess needs and to enhance the overall program experience. Educated affiliates on programs and how to effectively market to chamber members.

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  AMI Strategies

  • Livonia, Michigan

  • Telecom Expense & Account Manager

    • Apr 2014 - Sep 2014
    • Livonia, Michigan

    Provided outstanding customer service, coordinating with internal and external resources to enforce compliance with service level agreements while capitalizing on opportunities to reduce client costs. Served as vital liaison between client and vendors / suppliers, facilitating efficient communication and billing delivery to enhance the customer experience. Reviewed and analyzed vendor invoices, verifying contractual accuracy. Generated reports and “health checks” for customers with expense management tool. Accountable for technology expense management, onboarding and off-boarding of services, and data quality and integrity monitoring; continuously focused on identifying and capitalizing on opportunities for cost control and reduction.

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  Bullseye Telecommunications – Southfield, Michigan

  • Southfield, Michigan

  • Billing Operations Manager

    • Sep 2011 - Apr 2014
    • Southfield, Michigan

    Promoted efficient and productive daily operations while ensuring timely and accurate client billing, contributing to delivery of excellent customer service and support.Provided leadership and direction for a team of five, supervising customer invoicing activities for four billing cycles per month. Integrated and supported new products including Broadband Data and Voice over IP (VOIP) and telecommunication services on billing and rating platforms. Managed staff hiring, training, and professional development. Maintained open lines of communication across all departments and functions within the company including: Marketing, Account Managers and Customer Service.Key Achievement:Revitalized a previously underperforming department within the first year of employment, leveraging best practices to establish new processes and substantially improve workflow.

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  MCI TELECOMMUNICATIONS

  • SOUTHFIELD, MI

  • Technical Implementation Manager, Global Services

    • Nov 1999 - Jun 2005
    • SOUTHFIELD, MI

    Repeatedly promoted through positions of increased scope and accountability during 15+-year career with this leading telecommunications provider.Directed a 17-member staff of Global Financial Support Consultants, Implementation Consultants, and Technical Performance Consultants dedicated to servicing the DaimlerChrysler (DCX) account. Managed workflow allocation, driving efficient implementation of products and services. Ensured compliance with contract terms and service level agreements (SLAs). Prepared and presented monthly data reviews.Key Achievements:Received the ’02 Applause Award from DaimlerChrysler for successfully managing the implementation of the Supplier Network and DCX Global Backbone, connecting Germany, Singapore, and the United States.Maintained an average of 2.14 hours for mean time to repair (MTTR) with a target of four hours MMTR and 99.96% network availability.Accomplished the goal of 60 day accounts receivable at 3.89%, outperforming the established target of 60 day accounts receivable at 19%.

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  MCI Telecommunications

  • Senior Regional Implementation Manager

    • 1998 - 1999

    Managed 70 staff members across five state region, providing financial and resource management. Responsible for supporting and retaining Fortune 50 customers. Position demanded superior communication and presentations skills, along with understanding of Local telecommunications technology and related industries. Responsible for recruiting, training and development of employees. Accomplishments included:Supporting entire product set (over 300 products) and managing implementation of all Long-distance and Local services: voice and data.Developed and deployed processes for all Local service orders (Great Lakes Region serving Cincinnati Bell, GTE and Ameritech) developing "best of" practices for integration and training of staffs.

  • Local Service Support Manager

    • 1996 - 1998

    Responsible for managing the Start Up Local Service Division for MCI managing Local Service Consultants in Michigan, Wisconsin, and Ohio. Achievements included:Increase revenue from $0 to 22.2M in first 2 years of program.Responsible for recruitment, training and retention of Local Service staff.Project management of building and activation of new MCI Cincinnati Local Service Terminal and Switch

  • National Account Support Manager

    • 1991 - 1996

    National Account Manager for the General Motors/EDS Account, supervising all facets of service by the National Account Support Consultants in both Southfield, Michigan and Dallas,Texas. Responsibilities included: order activity, tariff and contract services, voice and data service installation, billing process and pre- and post- sales support. Efforts resulted in revenue increase of $30M (from $20.5M to $50M)

  • Strategic Account Support Consultant

    • 1989 - 1991

    Provided extensive field support, customer service and network implementation to Strategic/Investment Accounts including: AAA Michigan, Federal Mogul, Guardian Industries, Volkswagen of America. Notable Achievements include:1990 Service Leadership and Executive Club Award including the honor of meeting Mr. Bill McGowan-Founder and Chairman of MCI Telecommunications.

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  MCI Tellecommunications

  • Detroit, Michigan

  • Major Account Support Consultant

    • 1987 - 1989
    • Detroit, Michigan

    Joined MCI Telecommunications to provide customer service, billing and implementation support for over 300 Detroit area customers including major newspapers and hospitals.