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To utilize my extensive experience in customer service and my strong leadership skills in a progressive company with a strong dedication to the development of its employees and it's culture.  

Work experience

Sept. 2014Present

JLL @ Google

Operations Coordinator

New York, NY

  • Manage the internal ticketing system to ensure all facilities work is completed accurately and on time.
  • Responsible for the East Coast region's reporting regarding KPI/Metrics
  • Part of the Innovation and Performance team for the Americas.
  • Provided for the first time, data analysis and trend reporting for the NYC office.
  • Managing the site page for the NYC Google office (to include HTML coding work).
  • Recreated KPI workbooks and site pages for the Google-Americas
  • Ad hoc reporting and project management work for the NYC site
  • Training of internal reporting system to new hires
Dec. 2010January 2014

SunTrust Bank

Titles held: Consumer Care Representative, Consumer Care Coach, Business Credit card Coach (All Call center)

Nashville, TN and Atlanta, GA

  • Managed a team of Inbound customer care representatives to ensure each customer received outstanding customer service and each corporate KPI metric was met. 
  • Utilized my project management skills to develop the current recruiting and hiring program to include: the interview process, New Hire Training, and the On Boarding program.
  • Increased sales and operational performance by organizing and institutionalizing a recognition program, monthly and quarterly events for top performers based on performance metrics, for our customer care representatives.
  • Rewarded with Top Care Coach for Nashville Center – 2012
  • Managed a team of 20+ customer service representatives on metrics including: Sales, Process Quality, Customer Service Skills, and Average Handle Time.
  • Analyzed and acted upon operational data to lead my team to perform 154% above set sales goals, to include balance transfers, deposit and loan products.
  • Improved customer survey scores by 30% for CY2013 by utilizing effective coaching and motivation methods.
  • Participated and graduated from SunTrust Lean Six Sigma Yellow Belt program.
  • Received the Gold Performance Teammate Award for Coaches(#3 of 70 system wide coaches) award within SunTrust for 2013.
December 2008December 2010


Technical Support Representative (Call center)

Nashville, TN

  • Received inbound calls in relation to customer's wireless phones.
  • Handled troubleshooting devices and providing exceptional customer service.
  • KPI/Metrics: Reship rate, ACW usage, Process Quality, and Average handle time.
  • Trained over 100 new hires by utilizing classroom training and side by side monitoring.  



Middle Tennessee State University

Undergraduate studies in Chemistry, Minor in Biology


  • 10+ years in Customer service, with 9+ years in a Call Center environment
  • 3 years of structured people management experience in a call center environment
  • Excellent project management skills 
  • Expert in all Microsoft Office Suite programs and Google applications
  • Highly motivated self-starter who takes initiative with minimal supervision
  • Excellent communication, time management, and team building skill-sets.
  • Exceptional listener and communicator who effectively conveys information both verbally and in writing.
  • Enthusiastic, knowledge-hungry learner, eager to meet challenges and quickly assimilate new concepts.
  • Strategic thinker, who proactively looks to make processes better.