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CAREER OBJECTIVE To continue to grow as a professional in all areas of management to include personnel growth and development as well as program design and implementation.

Work experience

Jan 2006Present

Service Manager/ Jr. Programming Director

Responsibilities include: Oversee multi-tiered staff of 100+ associates with all applicable HR functions including using Taleo, hiring, training and coaching, design and exceed annual profit center and operation center budgets, design and execute all programs for youth including dance, martial arts, seasonal sports camps, fencing and more, build community partnerships to enhance win-win relationships between the community and my profit centers, direct all operations of childcare, youth sports programs, customer service kiosks, camps and member communication in a health and fitness environment, plan and conduct staff meetings, instruct customer service classes as we all classes on giving and receiving feedback in a professional environment. ClubSport, Floor Coverage Manager January 2006-July 2007 Responsibilities include: acting as the floor manager for all areas of the club ensuring that the club runs to corporate standard during off hours shifts, oversee all departments and staff to ensure smooth operations, primary contact for all emergency, communication or otherwise major events during shift, monitor and adjust pool and spa chemicals to ensure member safety and club efficiency, assist in the opening and/or closing of each department including the accounting of assigned monies, responding to any and all elevated staff and member issues, doing a wide variety of other miscellaneous responsibilities to ensure that the member service and experience is all at least meeting if not exceeding club standards.
Aug 2001Sep 2005


The Sports Section

Owned, operated and managed a youth sports photography franchise. Researched and purchased all applicable equipment, set business plans with continuous review, marketed services, established and maintained a customer base, established, trained and managed staff, selected and priced merchandise, merchandised sales areas, managed sports photography events of varying kinds, processed orders, provided a high level of customer service and follow through, maintained all business financial records and managed relationships with both clients and vendors vital to the support of the business. Through excellent customer service and positive team management I was able to create a zero percent turnover rate of employees as well as a thriving business growing solidly through referrals.

Aug 1991Aug 2001

Quality Analyst

Bank of America
for overseeing customer interactions of loan processors and underwriters throughout the mortgage lending process. Maintained a call monitoring system including program management and scheduling. Monitored phone conversations between underwriters and clients to ensure quality of service and to identify training opportunities. Analyzed customer service reports from third party to make summarized report to upper management along with presentations on how to continually improve the service level provided. Designed, delivered and trained customer service classes specifically for loan processors and underwriters. Also, trained other trainers to deliver my custom classes nationwide.



Western Governors University