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Work experience

Dec 2011Present


  • Take both inbound and outbound calls from existing and potential new customers
  • Set up customer accounts
  • Assist customers by modifying accounts
  • Take payments
  • Place work orders for installs and special orders such as orders to bury a drop line
Mar 2008Oct 2011

Quality Analyst

  • Assist customers in obtaining & maintaining an optimal level of service as provided by the company while maintaining the company's core values at all times.

  • Attend regular Spirit Team meetings & help plan & organize Spirit Team related functions to help boost the overall moral of the Partners in the company. Take minutes at each meeting & distribute a final copy to TM Jeremy Lombardo so he can forward them to the rest of the Tech Managers & Spirit Team Captains. Gave verbal presentations to new hire classes about the opportunities & function of Spirit Team.

  • Assisted in the training of new agents by means of live monitoring & placing mock calls. Performed as point in FLCC for training other Partners on the floor how to place mock calls for training purposes. Gave verbal presentations to new hire technical support classes about the role of the Quality Analyst Department as well as what is expected of them as universal Partners from a quality standpoint.

  • Named as point for participating as a representative for the FL Call Center in the calibration calls with all other centers including centers in LV, NY, Canada, Pampanga, Mikati, & Bacoor.

  • Senior Quality Analyst responsible for being the point of contact for the FLCC Quality department. I acted as a go between for the Tech Management Staff, the other members of Quality, & our direct Manager, Darryl “DJ” Lim.

  • Awarded POTM for the month of January 2009.

  • Promoted to Quality & Processes Dept. from Case Management Team

  • Transferred to CMT from L1.

Sep 2005Mar 2008

Customer Service Representative

  • Assisted customers with their travel itineraries & travel needs including booking, general information, cancellations, exchanges, & refunds.

  • Promoted to the Elite Desk where I handled only customers’ accounts for experienced travelers & corporate travelers.

  • Floorwalker. Assisted agents with complicated changes or requests from either the customer or the company involved in a travel itinerary. I also handled escalation calls for agents when a supervisor was requested.

Jun 2004Sep 2005

Co-Owner/Pool & Spa Tech

Mark's Spa & Pool Repair
  • Handled all marketing and advertising budgets.

  • Maintained daily records of all expenses & supplies used.

  • Oversaw the sanitation & upkeep of all customer's pools & spas.

  • Responsible for all aspects of employment (hiring, training, coaching, and termination)

  • Made bids for commercial contracts

  • Assisted with the install & repair of pools/spas including plumbing & wiring.

May 2005Aug 2005


Bubba's Seafood House
  • Answered all questions relating to menu items ranging from origins of specific types of seafood to preparation techniques used to achieve maximum flavour & appeal based on my professional culinary background
  • Took customer's orders & placed them into the computer system for the kitchen to prepare
  • Ensured all beverages were full at all times
  • Served appetisers & cleared away any empty dishes before the meal was served 
  • Served meals & cleared away any dishes in preparation for desserts if any
  • Collected funds for bills & provided change
Jan 2004May 2005


Pizza Hut
  • Took orders over the phone
  • Delivered Pizza to customers
  • Collected money for the bill
  • Other cleaning duties as assigned
Apr 2003Jun 2004


Car Quest
  • Took orders over the phone or over the counter for automotive parts to be delivered.
  • Delivered automotive parts to local mechanic shops as well as processed returns/cores/refunds.
  • Pulled stock from the shelves to be sent back to the warehouse.
  • Stocked shelves with new inventory each morning after the delivery was made from the warehouse.
Oct 2003Dec 2003


New World Landing
  • Assisted with set up of tables based on party sizes including setting places & centre piece arrangements
  • Ensured beverages stayed full at all times
  • Cleared away any used dishes
  • When the parties were buffet style I would assist by manning the line or acting as a food runner between the kitchen & the line
  • Helped break down the tables & chairs
  • Rolled silverware
May 2003Sep 2003

Head Server

Dockside Restaraunt
  • Assisted in preparing the restaurant for the Health Board & Sanitation Inspections before opening
  • Ensured all legal documentation for: workman's comp; FMLA; sanitation; etc. was posted in a clear & easy to read location for any employee
  • Ensured customer's beverages stayed full at all times
  • Answered questions about buffet items ranging in origin of certain items to how to crack crab legs
  • Cleared away used dishes
  • Ensured other servers got any assistance they needed with their stations
  • Closing side work & inspected other servers to ensure the closing work had been done properly & to the highest sanitation standards
Jul 2001Apr 2003

Food Service Specialist (FS3)

United States Coast Guard
  • Prepared well balanced nutritional food for breakfast, lunch, dinner, & mid-rations  for the on duty crews on board.
  • Maintained the strictest level of sanitation in the galley.
  • Placed orders from Sysco to be shipped in, checked in orders, stocked both the dry stores & the refrigerators.
  • Oversaw the operation of the galley including work detail crews that were assigned duty there as part of their work rotation.
  • Commanded the base's Honour Guard when presenting the colours at local football games.
  • Member of the Moral Committee.
  • Occasionally would go on border safety patrols.  


Nov 2011Present


Pensacola State College
  • I am enrolled as a full time student in PSC's Pre-Med AA degree program
  • All of my classes will let out no later than 2pm CST M-F. 
Jan 2010Jul 2011

Management/Project Management at Clearwire

Clearwire University
  • Completed a two day (8 hours each day) instructor lead course on leadership at Clearwire which included information on how to successfully coach Partners, how to effectively communicate with a team, how to assist members of a team in: HR matters (including sexual harassment); filing paper work for both long-term and short-term disability; & how to obtain & submit documentation needed for various HR reasons. In addition there was a section on how to best make judgement calls with the needs of the company & Partner involved.

  • The Project Management course is an on-line course through the Clear University website & it is self-paced. It covered the different aspects of project management including: Time; Cost; Performance; Scope; Stakeholders; Dedicated; Interested; the four phases of Project Management; the four scoring areas; Financial performance vs Time; Increasing accountability; Increasing customer satisfaction; & Improving team performance.

Nov 2001Feb 2002

Food Service/ Management

Petaluma Tracen (USCG)
  • Completed all required materials and training required to serve as a 3rd Class Petty Officer Certified Food Service Specialist. The material presented is the same used by the Culinary Institute of America (Le Cordon Bleu).
  • Included in the training was management fundamentals.
  • Before leaving the Coast Guard I was awarded 1st place "Galley of the Year" world wide for small boat station ashore in the Coast Guard.
Aug 1997Apr 2001

High School Deploma

Rutherford High School


Customer Service Specialist with over 6 years experience with a track record of exceeding all metric standards which lead to promotions from basic phone representative to Subject Matter Expert, Case Management Team, Corporate Accounts, & Quality Analyst. A commitment to human development and community services. Energetic self-starter with excellent analytical, organisational, & creative skills. 


  • Certified Diver

  • Tae Kwon Do & Tai Chi
  • Cooking for friends & family when the opportunity arises

  • Art & Architecture (specifically Elizabethan & Gothic designs)

  • Theater

  • Singing

  • On a very regular basis I ride in motorcycle charity fund raisers including Toys for Tots, Angel Ride, & Children's Miracle League of Pensacola, FL

  • Coach & Player (3/2011 – present) for an adult co-ed slow underhand pitch softball team at the Milton Community Center in Milton, FL. Team name: “Xtreme” Positions played: Catcher/ 1st Base.

  • Exercising at the gym (Riviera Fitness & Health)

  • American Sign Language


Dynamic self-motivator who seeks to provide consistent leadership and continual direction to a team as well as fellow co-workers in order to ensure the successful build and implementation of company processes, policies, and core values.


Feb 2002Present

Food Service Specialist (3rd Class Petty Officer)

United States Coast Guard
Feb 2003Present

Senior Green Belt

International TaeKwonDo Alliance
Sep 2001Present

Cerimonial Honor Guard

United States Coast Guard
Feb 2001Present

United States Navy Certificate of Achievement

United States Navy


Heather Satterlee

Heather is a former co-worker who assisted with supplemental training for my class after we began taking live calls for Clearwire.

Darryl "DJ" Lim

DJ was my direct supervisor while working for Clearwire & Teletech before transferring to a Teletech at home position.