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Work experience

Jun 2002Jun 2011

Operations Manager

Hav-N-Fun Inc

•Oversaw all operations of retail oriented small business with annual sales of over $100,000

•Contributed to short and long-term planning and strategy as a member of the management team

•Managed purchasing and inventory, created and analyzed business forecasts, sales reports and financial statements 

•Created customized excel spreadsheets to track inventory and perform cost analysis.  

•Implemented new promotions that increased sales by 20%. 

•Helped create and launch website to create an additional revenue stream  

Mar 1996Jun 2001

Employee Development Counselor

Air Canada

•Worked with a team in the Tampa reservation call center to advance the concept of a self-directed work force, with continual emphasis on improvement in all aspects of performance. 

•Listened to and analyze customer service calls in the Tampa reservation call center 

•Met with customer service agents to provide performance feedback, increase confidence and knowledge level on call handling, and increase agent revenue on an ongoing basis

•Identified technical, product or procedural improvement based on call analysis and customer feedback in the corporate sales and service team.

•Traveled to other call centers, both around the country and internationally to meet with other service team to develop and maintain a sales training program that aligned with the company wide marketing strategies and customer service objectives. 

Jun 1992Oct 1995

Medical Claims Adjuster


•Was responsible for incoming high volume multi-group insurance calls and the processing of medical claims for several groups accurately and expediently. 

•Handled high volume of incoming calls (100 per day), providing customers information regarding their policies, benefits, claims, provider contracts, and medical necessity for HMO, POS, PPO, and indemnity groups.

•Processed medical claims for several groups accurately and expediently. 

•Was responsible for the accurate processing and completion of US and International medical claims. 

•Provided expertise or general claims support by reviewing, researching, investigating, negotiating, processing and adjusting claims


Jun 2011Present

Bachelor of Science

University of South Florida