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Education

2011

Master of Science

Stetson University

Graduated with Honors

GPA: 3.8

Highlights:

  • Based on exceptional performance, ability to facilitate class sessions and stimulate meaningful class discussions, as well as a demonstrated ability to lead others, I was recruited by the School of Business Department Chair, and I was asked to join the Adjunct Faculty team.
  • Provided Strategic Planning Consulting Services to an international client seeking to develop learning and training services for high school students who will be required to take the Al Qudorat, the Saudi Arabian equivalent to the American Scholastic Assessment Test
Dec 2009

Bachelor of Science

Walden University

Summa Cum Laude with Highest Honors

GPA: 4.0

Highlights:

  • Served as team lead in eleven of thirteen online group projects, each project focusing on a specific management challenge and business need
    • Designed and implemented the use of a Roles and Responsibilities Project Resource which clearly identified the desired project outcome, expectations and assigned tasks of each researcher, communication requirements for successful group dynamics, knowledge management processes, and assessments of lessons learned

Work experience

Adjunct Faculty

Stetson University
  • Create a supportive learning environment which promotes critical thinking Collaborate with students and faculty to ensure stakeholder needs are exceeded
  • Employ multiple techniques so as to accommodate a broad range of learning styles
  • Build rapport with students and consistently look for ways to improve relationships and increase retention
2007Present

Branch Manager

Raymond James Financial Services, Inc.
  • Maintain and support the sale of banking, investment, and insurance products and services.
  • Ensure compliance with company and regulatory requirements and guidelines while exceeding customer service expectations
  • Consistently work to build rapport with wholesalers to maintain effective business relationships
  • Manage and update the Customer Relationship Management system to maximize sales productivity and customer satisfaction
  • Assist with the enhancement of marketing materials used in direct mail campaigns and seminar presentations
  • Maintain financial reports for use in tailoring products and services to fit the individual needs of clients
  • Perform marketing functions to secure new accounts and procure new business within existing accounts
20062007

Training Delivery Specialist, Senior

Washington Mutual Bank, FA
  • Responsible for devising and delivering Retail Banking, Mortgage Banking, and Consumer Lending training classes, both Instructor Led Training (ILT) as well as internet-based training    (E-Learning)
  • Conducted Retail, Mortgage, Customer Service as well as Leadership training with associates, middle management, and new employees, which enhanced individual and company performance
  • Coordinated development of orientation and training of new Contact Center associates and provided on-the-job mentoring and direction on transition to new roles
  • Participated in an intensive regional training effort and development program for the Jacksonville Region Mortgage/Retail Contact Center working collaboratively with management to identify long-term goals and objectives and to facilitate all areas of staff development
  • Created and maintained the training and development plans in compliance with corporate goals and objectives to ensure the highest levels of staff training, facilitating operational success and enhanced customer service
  • Conducted leadership courses for associates and personnel and offered guidance and direction in the areas of communications, cross-selling, and staff development
  • Skillfully participated in devising programs to provide the Training Delivery teams and Learning Services with the tools required to provide high quality, systematic training programs in alliance with strategic business partners
20052005

Training Delivery Specialist– Customer Service Mortgage Division

Washington Mutual Bank, FA
  • Responsible for delivering Instructor Led Training for new hires to create programs that exceeded business partner requirements
  • Coordinated the new hire, orientation and training of mortgage customer service representatives and provided on-the-job mentoring and direction on transition to new roles
  • Worked effectively with ECC trainers in tracking training and development activities for individual personnel
20012003

Front Office Manager

Best Western Inn at Amelia Island
  • Assigned progressively responsible duties based on a proven record of success and demonstrated ability to envision long-term company requirements and business goals
  • Responsible for day-to-day operations and assignments of hotel staff and communication of policies and procedures
  • Assisted the Regional Operations Manager with the development and implementation of departmental goals and strategies
  • Provided direct supervision of the front desk staff and fostered a team atmosphere through improved training, communication and motivation, creating a customer focused, highly effective team, committed to the provision of exemplary customer service
20002001

Group Sales Coordinator

Best Western Inn at Amelia Island
  • Managed a diverse range of business functions on a daily basis with responsibility for group sales associated with hotel room blocks and banquet and business conference events
  • Devised a client database to maximize marketing functions and sales
  • Worked closely with management and multi-functional personnel on various events, scheduling based on forecasted needs and inventory management
  • Processing all billing and payment of charges for all groups and conference events

Curriculum Vitae

Online Learning Experience

Teaching Philosophy

Class Instruction Experience

Professional

Washington Mutual Bank

  • Corporate Trainer
    • Facilitated classes online and in traditional classrooms
    • New hire and continuing education banking and customer service training consisting of four week training schedules with up to thirty class participants
    • Leadership workshops ranging from eight to twenty-four hour class schedules and consisting of an average class size of twenty participants
Academic

Stetson University

  • Adjunct Instructor
    • Business Communication, BN 205: This course aims to develop students’ written and oral communication skills for the professional environment. Through a combination of lecture, class discussion, and online activities, students learn to use supporting technology to improve writing mechanics, develop various forms of written assignments applicable to the business disciplines, evaluate research sources, and write a topical research paper. 
    • Human Relations, Leadership, & Teamwork, MGT 305: The human relations class provides students with foundational skills which are needed to lead and manage effectively. The course includes an introduction to core theories and principles related to human relations, leadership, and teamwork. Through an experiential learning approach, which blends classroom and online activities, students develop skills that enhance their ability to assess situations from multiple perspectives, thus enhancing their ability to make effective decisions and build relationships.
  • Graduate Student
    • Facilitated class discussions and presentations in accordance with graduate course requirements, which included sessions in the following courses: Organizational Theory and Behavior, Current Topics in Management, Organizational Creativity and Innovation, Technology for Business Transformation, Marketing Decision Making, and International Business and Finance

Summary of Qualifications

  • Diverse professional and educational experiences in a variety of settings including: online and instructor- led corporate training, academic instruction, live and virtual coaching and development, and domestic and international strategic planning projects
  • Demonstrated ability to develop strong professional relationships and partnerships that enhance and improve business practices
  • Superior written and oral communication skills, as well as dynamic presentation skills
  • Proficient with numerous computer applications including: Microsoft Word, Excel, PowerPoint, Fidelity MSP, Siebel, Advisors Resource Console, eCollege, Blackboard, and Florida Online Virtual College

Teaching Interests

Introduction to Business, Principles of Management, Leadership, Marketing, Organizational Behavior, Business Communication, Business Ethics, Customer Relations, Human Resource Management, E-Commerce, Service Management, Small Business, Strategy and Decision Making, Change Management, and Corporate Social Responsibility 

Licenses/ Workshops

Licensed Mortgage Broker

State of Florida

2006-2008

Successful Training Techniques

2006

Professional Awards

Best of Enterprise Customer Care

Washington Mutual Bank

2006

Recognized as

The  STAR Performer

Washington Mutual Bank

2005