Experience

Quarles, Inc.

• United States
• Utilities
• 1 - 100 Employee

• Customer Service Manager

  • Oct 2014 - Present

  Fredericksburg, VA • Grew the team from 10-20 CSRs with 0 Lead Professionals to 20-35 CSRs with 2 Lead Professionals • Implemented a defined process for interviewing and hiring new associates to include a weighted scoring system to qualify candidates • Advocated for and achieved a competitive wage for staff in order to attract and retain top talent • Researched, found and implemented a new afterhours call center for the company, saving the company over $90k annually • Built and implemented an Erlang… Show more • Grew the team from 10-20 CSRs with 0 Lead Professionals to 20-35 CSRs with 2 Lead Professionals • Implemented a defined process for interviewing and hiring new associates to include a weighted scoring system to qualify candidates • Advocated for and achieved a competitive wage for staff in order to attract and retain top talent • Researched, found and implemented a new afterhours call center for the company, saving the company over $90k annually • Built and implemented an Erlang Model based staffing strategy to project change in coverage in half hour increments based upon historical and projected monthly call volumes • Successfully managed the team through a reorganization that included dividing the department into two separate business functions • Implemented an individual report card for each CSR to measure pertinent metrics on a monthly basis (Call metrics, schedule adherence, unplanned time off) • Managed the team and maintained morale through historic call volume levels, record turnover and multiple phone system outages during the winter of 2020/2021 • Supported the rapid transition of 75% of the team moving to a remote work setup, including the use of new technology, Windows Virtual Desktop, during the COVID pandemic while also managing the remaining onsite staffing model • Successfully managed the implementation of a new VOIP phone system in 2021 Show less



Telemedia

• Telecommunications
• 1 - 100 Employee

• On Air Personality

  • Oct 2014 - Present

  Fredericksburg, Virginia, United States • Lead a weekly military themed radio show – Got Your Six • Regularly interact and communicate with local nonprofit organizations tied to the military • Participate in community events to raise awareness and support veterans and active duty military • Maintain and regularly post to social media • Maintain a working knowledge of communication equipment and music catalogue



Intuit

• United States
• Software Development
• 700 & Above Employee

• Customer Care Manager

  • Oct 2011 - Sep 2014

  Fredericksburg, VA • Selected from among 450+ agents to facilitate soft skills training with 600 outsourced agents in Cebu, Philippines, because of exceptional training and coaching skills. • Played a key role in improving the escalation process as part of a small team of managers who championed changing the process to meet customer needs. • Surpassed previous results on customer satisfaction metrics for new hire classes with a strategy of focusing on each call and each day, rather than on monthly/quarterly… Show more • Selected from among 450+ agents to facilitate soft skills training with 600 outsourced agents in Cebu, Philippines, because of exceptional training and coaching skills. • Played a key role in improving the escalation process as part of a small team of managers who championed changing the process to meet customer needs. • Surpassed previous results on customer satisfaction metrics for new hire classes with a strategy of focusing on each call and each day, rather than on monthly/quarterly goals. • Earned 15-20% higher ratings than any other client service agent after rapidly achieving expertise in Intuit online payroll products; ranked as the top performing agent in 2012 and rose to positions of increasing responsibility from temp to permanent to Tier 2 to manager. Show less



Fox Sports

• Broadcast Media Production and Distribution
• 700 & Above Employee

• Specialty Statistician

  • Sep 2009 - Oct 2012

  Charlotte, NC/Atlanta, GA/Landover, MD - I worked directly under the executive producer for football game broadcasts live on the Fox Network (Carolina Panthers, Atlanta Falcons, and Washington Football Team) - I am responsible for tracking specialty stats for games such as specific WR/CB matchups, QB in and out of the pocket throws, etc. - Arrived 3 hours before kickoff to prepare the on field presentation as well as research within the production truck before kickoff/throughout the game and breaking down after the game



Cromwell Radio Group

• United States
• Broadcast Media
• 1 - 100 Employee

• On-Air Talent

  • Nov 2010 - Feb 2011

  Greater Nashville Area, TN WPRT, 102.5 The Party, Rhythmic CHR -Prepared, organized and executed the night show with listeners, contest and more in a PPM Rated Market. -Attended and broadcasted live at local events in the community -Updated and utilized social media websites and station blogs daily. -Attended and participated in weekly promotional meetings. -Assisted in weekly music calls making decisions for which must will play on the station. -Voiced and produced commercials.



Qantum Communications

• Broadcast Media Production and Distribution
• 1 - 100 Employee

• Program Director/Morning Show Host

  • Sep 2008 - Nov 2010

  Auburn, Alabama/Florence, SC Program Director/ Morning Show Host Mix 96-7 (WMXA)-Hot AC (12/09 to 11/10): -Provided managerial oversight for operations as well as managing personnel issues with a full staff. -Initiated cost savings for station by assisting management reduce expenses. -Managed administrative functions. -Improved the station standings by moving from #3 in the market to #1 during my tenure. -Hit my goal of highly maintaining a radio station that the key demographic, women… Show more Program Director/ Morning Show Host Mix 96-7 (WMXA)-Hot AC (12/09 to 11/10): -Provided managerial oversight for operations as well as managing personnel issues with a full staff. -Initiated cost savings for station by assisting management reduce expenses. -Managed administrative functions. -Improved the station standings by moving from #3 in the market to #1 during my tenure. -Hit my goal of highly maintaining a radio station that the key demographic, women age 18-49, can relate to. -Ensured that full staff executed a live air shift to full potential. -Kept the station imaging (sound of the station) current and relevant. -Worked with sales and clients to produce a great product. On Air Talent/Music Director Florence, SC (09/08 to 11/09): -Midday Host on Eagle 92.9 (WEGX)-Country -Led the Morning Show as Host, Producer, and Music Director 103X (WJMX)-Top 40 format. -Prepared, organized, and executed a very listener interactive morning show aimed at the female demographic ages 18-34. -Assisted the Program Director in making music decisions for the station. -Scheduled future music using Selector. -Very accessible to the community with attending live events and broadcasting live multiple times a week . -Assisted the sales department with promotional ideas to sell to clients. -Used Adobe Audition and Sound Forge to produce high quality production. -Exhibited ease at group led discussions and on/off air events. -Provided equal opportunity with team by fostering team building activities. Show less



Sinclair Communications

• United States

• On-Air Talent

  • Jun 2006 - Sep 2008

  Norfolk, Virginia Area -On-air Talent/Music Director for US 106(WUSH)-Country -On-air Talent for 96X (WROX)-Alternative -On-air Talent The Zone (WZNR)-Top 40 -Provided on-air expertise for various situations. -Participated in events providing exposure for Sinclair Communications. -Increased listeners by having #1 slot for the Hampton Roads Market. -Used knowledge of music to enhance off air activities. -Provided support to music concerts by… Show more -On-air Talent/Music Director for US 106(WUSH)-Country -On-air Talent for 96X (WROX)-Alternative -On-air Talent The Zone (WZNR)-Top 40 -Provided on-air expertise for various situations. -Participated in events providing exposure for Sinclair Communications. -Increased listeners by having #1 slot for the Hampton Roads Market. -Used knowledge of music to enhance off air activities. -Provided support to music concerts by introducing at various venues. Show less