Total Quality Management Leadership

Project Management Crisis Management

Customer Service Sales

Windows MS Office

Financial Planning Search Engine Optimization (SEO)

WORK EXPERIENCE

2007-Present Retention Specialist, Website Pros-Jacksonville, Fl

i. Retain customers by helping to improve their knowledge about the investment in their website.

ii. Provide Search Engine Optimization (SEO) Consultation on websites.

iii. Able to write Meta tags and make them search engine friendly.

iv. Supply information on how to write website copy in order to make search engines rank the website higher.

v. Provide information on ways customers can improve websites through Search Engine Optimization (SEO).

vi. Developed and had implemented process for how agents perform Search Engine Optimization (SEO) on websites.

2006-2007 Customer Service Consultant, British Airways-Jacksonville, FL

i. Assist customers with booking and changing flights.

ii. Provide needed support to customers who have had baggage delayed by updating and giving information of World Tracer files.

iii. Supply needed knowledge on a wide range of products associated with the travel industry.

iv. Sales of Travel Insurance to help protect customers.

2003-2006 Customer Support Specialist, Customer Care Consultant, AOL Jacksonville, FL

Team Leader of Member CARE Consultants; provide “just in time” support as subject matter expert.

Conduct 1-on-1 interactions with consultants to improve sales skills & call-flow process.

Assure that team meets corporate quality measurements & statistical sales requirements.

Lead ‘Crew Briefs’ to keep consultants informed on changes within the call center.

i. Complete knowledge of AOL and all AOL related tools.

ii. Retention of existing customer database by using the Member Connect Enhanced process.

iii. Well organized with a track record that demonstrates self-motivation, creativity, and initiative to achieve both personal and corporate goals.

2000-2003 Collections Specialist II, CitiFinancial –Charlotte, NC

i. Responsible for collection and maintenance of delinquent accounts; consistently perform in top 10%, well exceeding monthly requirements. Also work with customers to resolve problems and inquiries.

ii. Technical skills used at CitiFinancial: Windows NT, Microsoft Word, CACS collection software, Magellan Dialer software, Maestro Financial software and APS check by phone software.

iii. Personal Relations Skills: Leadership, Customer Service skills, Sales, and Financial Planning.

MILITARY EXPERIENCE

1992-1996 Petty Officer 3^rd Class United States Navy - US Naval Facility Argentia, USS Philippine Sea (Honorably Discharged)

2008 Received six “Letters of Accommodation” during service period.

2009 Crisis Management Specialist.

2010 Leadership- Shift leader for the Officers Galley.

2011 Event Planning- Coordinated plans for functions with Foreign Dignitaries.

2012 Human Relations- Responsible for instructing new arrivals to the ship.

2013 Duties also required time management, attention to detail and cultural awareness.

EDUCATION

1998-2000 University of North Carolina at Charlotte

Vice President, Science Fiction and Fantasy Club

1997-1998 Central Piedmont Community College

1991-1992 Vance-Granville Community College

1987-1991 William G. Enloe High School

OTHER ACTIVITIES

2006-Present Executive Production Assistant, Continental Championship Wrestling

2008 Duties include Main Camera Person and Technical Assistance.

2007-Present Head of SEO, Panels and Gaming for Ancient City Con

2009 Perform Search Engine Optimization for www.ancientcitycon.com

2010 Organize Panels and Games for the Convention.

2011 Assist with Talking to potential vendor for the convention.