Experience

PrePass Safety Alliance

• United States
• IT Services and IT Consulting

• Project Manager

  • Apr 2016 - Present

  • Provide oversight and ensure timely completion of numerous Alliance projects • Work with Alliance staff to identify and manage enhancements to Alliance PrePass software • Manage a States Users Group to determine reporting needs for state/federal reporting requirements • Assist Alliance Leadership and Regional Directors with training needs • Assist with Board of Directors' meetings and Alliance Committees • Provide oversight and ensure timely completion of numerous Alliance projects • Work with Alliance staff to identify and manage enhancements to Alliance PrePass software • Manage a States Users Group to determine reporting needs for state/federal reporting requirements • Assist Alliance Leadership and Regional Directors with training needs • Assist with Board of Directors' meetings and Alliance Committees



Heavy Vehicle Electronic License Plate, Inc. (HELP)

• Regional Director

  • Jul 2014 - Mar 2016

  • Develop and maintain relationships with state transportation and enforcement agencies and other government officials to foster positive relationships in six states using the PrePass service - Delaware, Kentucky, Maryland, Tennessee, Virginia and West Virginia. • Seek opportunities to expand the PrePass system and other services through relationships with state officials. • Assist state agencies with training needs, program updates and other issues upon request by the state. • Monitor assigned states for concerns, issues or needs of the state agencies. • Attend meetings and provide presentations to various organizations.



Affiliated Computer Services (a Xerox company as of 2010)

• Client Services Specialist

  • 2006 - Apr 2013

  • Managed nine states utilizing PrePass, traveling to customer locations for meetings with key decision makers on a regular basis to ensure success and overall understanding of the system, building a strong rapport and high level of trust in all areas • Analyzed PrePass truck data statistics and prepared PowerPoint presentations, Excel reports and graphs to show PrePass usage • Developed detailed training manuals and custom user manuals (eligibility and system operation), ensuring accuracy and differentiation where needed across the states • Organized and conducted training classes for state personnel at over 50 weigh stations nationwide and carried out a continual program of further training or retraining as required • Regularly attended internal meetings to provide feedback on the design of new PrePass software and facilitate ease of use for customers • Promptly and accurately responded to customer inquiries and/or complaints, ensuring high levels of customer satisfaction, forwarded customer requests and unresolved issues to the designated resource and followed up until resolved • Kept detailed records of customer interactions and actions taken, including minutes from meetings, transactions, comments, inquiries and complaints • Supported all team members, advising and assisting other customer service specialists and handling challenging calls as required; kept up to date with company changes, new products and services



Affiliated Computer Services

• Outsourcing/Offshoring
• 1 - 100 Employee

• Billing Manager

  • 2005 - 2006

  • Supervised a team of ten customer service representatives.• Trained and coached team members to deliver a high standard of customer service.• Worked with Sales to ensure customers were billed properly.• Informed customers of any pricing errors and corrected errors immediately.• Handled escalated calls from customers.• Created a step-by-step customized user manual for PeopleSoft Billing application.

• Asst. Customer Service Manager

  • 2003 - 2005

  • Supervised three team leaders responsible for 80 customer service representatives in a call center.• Worked with Sales and Shipping Dept. to ensure large customer orders were shipped properly to numerous locations along with the correct quantity. • Informed customers if there was a delivery or shipping delay due to product inventory.• Handled escalated calls from customers.• Trained 100 employees who were hired when a large part of the call center moved from Phoenix to Sandy, Utah. Taught in a classroom setting using a projector as well as hands-on computer training. • Designed several different assessment exams for each new employee to test their knowledge in creating accounts properly within the PrePass software and associated procedures. • Coached and mentored employees on areas that needed retraining and followed up with employees to ensure compliance with policies and procedures.