Experience

Self-employed

• United States
• Advertising Services
• 700 & Above Employee

• Communication Specialist

  • Dec 2018 - Present



Self-Employed

• Salt Lake City

• Independent Consultant, Non-profit Fundraising and Communications

  • 2016 - Present

  Manage communication and donor initiatives Create fundraising opportunities Manage social media Manage communication and donor initiatives Create fundraising opportunities Manage social media



C3/CustomerContactChannels, Inc.

• Greater Salt Lake City Area

• Client Services Manager

  • 2014 - 2015

  • Managed client relationship of a leader in the U.S. communications industry. • Wrote and delivered key information and metrics, as defined by the client, throughout the organization. • Wrote business decks and delivered at quarterly and annual business reviews. • Managed monthly financials. • Managed client relationship of a leader in the U.S. communications industry. • Wrote and delivered key information and metrics, as defined by the client, throughout the organization. • Wrote business decks and delivered at quarterly and annual business reviews. • Managed monthly financials.



General Dynamics Information Technology

• IT Services and IT Consulting
• 700 & Above Employee

• Manager, Operations

  • 2013 - 2014

  • Assisted in launching a 1,250 seat call center for a federal healthcare contract. • Led area recruiting efforts by partnering with Utah Department of Workforce Services and local private agencies. • Lead a team of 10 supervisors and 180 customer services representatives • Responsible for all new employee hiring, coaching, mentoring and performance management. • Assisted in launching a 1,250 seat call center for a federal healthcare contract. • Led area recruiting efforts by partnering with Utah Department of Workforce Services and local private agencies. • Lead a team of 10 supervisors and 180 customer services representatives • Responsible for all new employee hiring, coaching, mentoring and performance management.



Teleperformance

• Greater Salt Lake City Area

• Client Services Account Manager

  • 2012 - 2013

  • Managed and oversaw all aspects of a global leader in internet-related products and services. • Demonstrated consistent business unit revenue growth through building the client relationship resulting in exceeding margin budgets. • Managed the operating budget. • Managed, led, motivated and developed multiple levels of leadership within the site. • Managed and oversaw all aspects of a global leader in internet-related products and services. • Demonstrated consistent business unit revenue growth through building the client relationship resulting in exceeding margin budgets. • Managed the operating budget. • Managed, led, motivated and developed multiple levels of leadership within the site.



Home Instead

• United States
• Individual and Family Services
• 700 & Above Employee

• Client Services Director

  • 2011 - 2012

  •Direct all aspects of new client acquisition. •Develop new professional referral sources throughout the business community. •Recruit, hire, and train new employees. •Create operational plans and quality initiatives. •Perform client service visits to ensure quality and regulatory compliance. •Direct all aspects of new client acquisition. •Develop new professional referral sources throughout the business community. •Recruit, hire, and train new employees. •Create operational plans and quality initiatives. •Perform client service visits to ensure quality and regulatory compliance.



Utah CEO

• Advertising Services

• Product Manager

  • 2010 - 2011

  •Directed advertising sales for Utah CEO, a monthly business-to-business publication targeting C-level business executives. o Identified new business opportunities within all industry sectors. o Maintained and grew established client base. o Identified subject-matter experts for editorial input. o Executed new networking opportunities for the publication. o Served on relevant boards and associations as the representative of Utah CEO. •Directed advertising sales for Utah CEO, a monthly business-to-business publication targeting C-level business executives. o Identified new business opportunities within all industry sectors. o Maintained and grew established client base. o Identified subject-matter experts for editorial input. o Executed new networking opportunities for the publication. o Served on relevant boards and associations as the representative of Utah CEO.



HGS - Hinduja Global Solutions

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Client Services Director

  • 2009 - 2010

  Clients: Humana, Ryder, Sony •Facilitated contracting process with senior executives and negotiated scope of work and performance metrics for onshore and offshore call center initiatives. •Developed and maintained client relationships to ensure understanding of strategic vision and adherence to contractual requirements. •Collaborated with senior management in service implementation. •Planned and monitored customer service implementations. •Oversaw adherence to key performance metrics. Show less



American Express

• United States
• Financial Services
• 700 & Above Employee

• Operations Manager/Team Leader

  • 2006 - 2009

  •Directed all aspects of special projects including remote management of offshore call center. •Developed Key Performance Indicator reporting to track performance levels, resulting in a reduction of offshore non-productive time from 30% to 5.6% in six weeks. •Wrote and delivered new employee hiring and training program focused on delivery of extraordinary customer care. •Conceptualized and implemented training strategy for offshore, inbound work leveraging risk experts, subject-matter experts combined with web technologies. Show less