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To obtain a position where the perfect blend of my twenty-plus years of experience, educational background and enhanced skills will add value to operations.


Boy Scouts of America

Simon Kenton Council

Cub Master, Heath Pack # 9

K9 Search and Rescue

Public Relations Officer

Student Education Instructor

K9 Handler & Field Support

Ohio Jaycees

Special Events Coordinator

Software Knowledge

Microsoft Office 


Outlook Express

Picture Manager







Critical Thinking

Customer Focus

Decision Making and Judgment


Industry Knowledge



Relationship Building




Work experience

Mar 2012Present

Call Center Manager

Frankly Legal/GCG, Inc.
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May 2006Jun 2010

Life Response Center - Customer Service Representative

State Farm Life Company
Served as first contact, single point resolution in a fast paced, high energy response center environment; handled all facets of customer service inquiries from routine to complicated; used customer service and problem solving skills to gather information to properly execute requests; promoted products or services; handled customer ID verification calls; participated in a variety of pilots (outbound calling, survey collection etc.); provided information to internal and external customers via the telephone; documented phone call records; processed phone requests per procedural guidelines; inputted and verified data; made changes in policies and records; checked information; requested and distributed various classified documentation; processed payments or paperwork; provided associate training and mentoring duties; utilized computers; provided other general administrative support as needed.
Mar 2002Sep 2003

Assistant Office Manager/Accounts & Collections Coordinator

Hebron Dental Group, Inc.

Responsible for billing of all Medicaid and Third Party insurance; processed all accounts receivables: prepared payment contracts for patients; maintained various month end reports; payroll management; processed and managed all collection accounts; prepared bid specifications; implemented various cost control techniques; developed operations manual for general office duties and internal audit procedures; maintained patient charts and ledgers; customer service and general clerical duties.

Jun 2000Apr 2001

Legal Assistant

Hite and Heath Attorneys
Responsible for all office communication management; facilitated all accounting for Title Company; prepared various real estate documents; composed Wills, Living Wills, and Power of Attorney documents; researched Certificates of Title and Deeds; compiled various Divorce and Dissolution documentation; maintained complex index filing system of confidential records; assembled detailed based account summaries; arranged various documents for court filings; accountable for office supply inventory; and general clerical support.
Feb 1996Sep 1999

Director of Tourism

Fayette County Travel, Tourism, & Convention Bureau

Served as Director for informational organization providing specifics on lodging, dining, attractions, events, museums, arts and culture, history and recreation to promote the historical significance, points of interest, and activities for travel, tourism and the hospitality industry within Fayette County; hosted familiarization tours; created County’s first Visitor’s Guide and Tourism website; managed calendar of events information for all printed marketing material and the CVB web site; designed ads for travel magazine, meeting planner guide, and print advertising; coordinated marketing between tourism partners;  attended travel & tourism trade shows and managed assembly of necessary materials and literature; represented the CVB at various community events and meetings, and on committees as assigned by the Board; prepared monthly report of activities and accomplishments; and prepared annual plan and budget for recommended trade shows/conferences to attend to be approved by Board of Directors.

Jun 1992Feb 1996

Front Office Supervisor

Hyatt on Capitol Square

Supervised front office staff, from maintaining proper cash control to guest service standards on a day-to-day basis; attend to Guests’ enquiries, requests, complaints and compliments; monitor departmental costs to  performance against budget; ensure proper training and procedures are in place to ensure provision of quality services; attend to crisis or emergency situations; record the details of events in Duty Manager Log Book; supervises Reception personnel to ensure optimum occupancy and average room rate for purpose of maximizing revenue; and the ability to display a high degree of professionalism and integrity as befitting a member of management.

Dec 1989May 1992

Administrative Assistant

Interim Temporaries, Inc.
Responsible for maintaining all electronic files; managing projects and did research as required; composed correspondence to clients and inner office personnel; created a variety ofpresentations; reports and documents using desktop publishing software and digital graphics; handled all incoming communication including telephone, mail services and web sites; and handled all travel arrangements for executive.


Aug 1988Feb 1989


RETS Technical Center

Coursework included sales, marketing, customer service, hotel front-office management, food and beverage management, tourism geography, global tour planning, business law and legal liability within the industry, and concierge management. 


Sep 2004Present

Homeland Security IS-001 & IS-195

Emergency Managment Institute
Apr 2011Apr 2016


State of Ohio
Nov 2005Nov 2015

Notary Public

State of Ohio


Penny Pine

Dave Aschenbeck

Sara Light

Pam Goodman

Roger Blackburn

Nancy Taylor