I currently work in Customer Service as a floor supervisor.  I have a passion for helping others learn and develop job skills.  I am pursuing a Masters degree in Instructional Design so I can learn how to be most effective in teaching others.  I hope to work in a corporate training environment in the future.



University of Alabama at Birmingham
May 1992 - May 1997

Bachelor of Arts in English; Bachelor of Arts in Communication

Jacksonville State University

Work History

Work History
Nov 2005 - Present

Customer Service Team Leader

Blue Cross and Blue Shield of Alabama

I have worked in a variety of roles as a Team Leader.  I have been in Customer Service Training where new representatives received additional training and mentoring before moving to their permanent areas.  I have also worked as an area supervisor, assisting representatives with questions.  My current position is in the Customer Service QA Department.  My responsibilities here include QA, creating a Customer Service Newsletter and other communication pieces, and training representatives on Health Care Reform and the Affordable Care Act.

May 2005 - Present

Camp-In Coordinator

McWane Science Center

Develop and present educational activities to children attending overnight camps.

May 2003 - Nov 2005

Customer Service Trainer

Blue Cross and Blue Shield of Alabama

Developed and presented dedicated Customer Service training to new representatives.  Also responsible for mentoring new representatives and tenured representatives with performance concerns.

Mar 2001 - May 2003

QA Associate, Customer Service

Blue Cross and Blue Shield of Alabama

Completed weekly QA for approximately 80 telephone representatives.  Completed mentoring sessions with representatives with low QA scores.

Jun 1998 - Mar 2001

Customer Service Specialist

Blue Cross and Blue Shield of Alabama

Assisted subscribers with claims and benefit questions in an incoming call center.

Jul 1992 - May 1998

Shift Manager


Virtual Portfolio



Licensed Health Insurance Agent

State of Alabama