Overland Park, KS Master of Business Administration Concentration in General Management 3.82 GPA Lawrence, KS Bachelor of General Studies Double Major in Communication Studies and English 3.18 GPA
University of Kansas
Lawrence, KS Conversation Leader, Applied English Center Supported individual students in small groups with lesson plans to promote dialogue. Work
Representative, Call Center
Representative, Call Center Achieved 3.0/3.0, third party, quality ratings each month and provided accurate client information. Researched inquires with internal applications, AWD, TA2000, 3270, to solve 80 or more calls a day.
Senior Corporate Securities
Corporate Securities University of Saint Mary
Senior Representative, Correspondence Responded to complaints by written and verbal form to maintain compliance and create resolution. Edited and proofed a forms database, wrote over 40 forms, and improved a 3. 6 to a 4.2/5.0 NQR rating.
Fund University of Saint Mary
Team Coordinator Trainer, Correspondence 10/11-10/13 Reached an NQR 4.6/5.0 score(industry best) and prevented $75,000 in contractual fines each year. Resolved escalated customer calls concerning products, processing items, and account inquiries. Facilitated a training class for a client's mutual fund products with the use of internal resources. Lead Corporate Securities Representative, Correspondence Managed edits to a forms database through Remedy change requests to create process improvements. Wrote and proofed letters for inquires and processing rejection with exposure to over 50 investment firms.
Workflow Coordinator, Command Center
DST Systems, Inc
Kansas City, MO Workflow Coordinator, Command Center 10/13- Develop and rollout a speech analytics dashboard using Dalbar metrics, improving call center continuity. Process forecast adjustments with management and employee communication to meet service levels. Create dashboard reports for workforce management with use of Business Intelligence and CMS Avaya.