DeVry University 2014-Present – Graduation Date August 2016 - Technical Management – Project Management
CSCC 2009-2013-Business Administration/Political Science
Phi Beta Kappa – Liberal Arts and Sciences Academic Honor Society
Hawkeye Tech 1999-2000 – Criminal Justice
NIACC 1992-1994 - General Studies
Sedgwick – June 2012- Present – Implementation Project Specialist
Maintains project documents through leveraging internal data systems and websites such as Sharepoint.
Produces project correspondence,reports,and other documentation as required.
Streamline internal project management processes, as well as perform oral presentations to explain process improvements.
Generate data and analyze statisticaldata reports, and report findings to various steering committees.
Provide training to colleagues, as needed.
Sedgwick - January 2011-June 2012 - Call Center Quality Analyst
Scheduled and conducted work quality evaluations to determine if service and quality control standards were being met.
Analyzed quality issues and recommended improvement opportunities to QA management for review.
Compiled issues and recommendations for improvement, for use in calibration sessions.Provided feedback to associates
and managers on results.
Provided information to QA leadership to assist in the feedback and formal education process of service or processing
performance expectations. Made initial needs recommendations based on evaluation results.
Prepared internal reporting on quality, quantity, workflow analysis, and performance statistics.
Nationwide Better Health - November 2007-December 2010 – Total Absence Manager/Customer Contact Team
Provided external customer service to claimant/employee, supervisor,and human resources. Provided internal customer
service at all levels within the department/company.
Handled technical eligibility and qualification questions,complex situations,and correspondence as it relates to FMLA,
disability, and medical case management.
Reviewed multiple leaves for multiple customers in multiple states and maintain knowledge of multiple account
requirements and claims related functions for the purpose of providing customer service.
Trained new Customer Contact Team members.
Placed outbound call to health provider to obtain information as it relates to medical condition for verification.
U.S. Properties Group - February 2006-June 2007 - Commercial Project Coordinator
Assisted Commercial Project Manager in executing network plans by coordinating new store development processes.
Monitored key project steps and timelines in order to accelerate store openings.
Expedited and ensured the resolutions of all conditions required to close Real Estate transactions and prepare sites for the
Coordinated all phases ofthe new store opening/delivery process.
Performed various administrative duties including applying for permits, preparing bid packets, awarding bids.
The Connor Group - January 2005-February 2006 - Property Manager
Took new acquisition rental property from 53% occupied to 94% occupied in 6 months, with a time allowance of 12
months and turned a profit within 8 months.
All controllable expenses within or lower than budget.
Contributed to overseeing time, productivity, and cost efficiency for $3.5 million worth of exterior renovations.
Lowe’s Home Centers Inc. - 2000-2004 - Assistant Store Manager
Developed and met financial plans including sales, margins, labor, expenses,and inventory budgets.
Created and maintained team environments through mass hiring, zero turnover, and complete obsession for customer
Managed over 45 employees, including salaried, full-time, part-time, seasonalassociates and multiple live good,
chemical, and hard-line vendors. .
Trained all store managers on P&L reports, policy and procedures,safety, time management, merchandising, career
development, and conflict resolution.
Implemented training course for executing company programs policies and procedures.
Raised corporate audit scores from 79.31% to above company standards at 89.13% in 6 months.
Responsible for minimizing losses and controlling expenses via receiving, accounts receivable, delivery, due file,
company audits, and overall controllable spending at store level.
Fully reached comp and budget through excellent merchandising, training and full team compliance of company
COMPUTER APPLICATIONS: MS Office, Word, Excel, Explorer, Outlook, Power Point, PageMaker, People Soft, JURIS,
TAMS, TAMS2, Word Perfect, Lotus Notes, MS Works,Internet, SIR, eTime, Changepoint,MS Project, MS Access,Sharepoint,
Sony Organizer, Snagit, Footprints,Microsoft Visio, Microsoft Project