Debra R. Medina
5879 Bridle Path Lane
Parker, CO  80134
 [Send email to request phone number] 18-5800
Dmedina1006@msn.com 

OBJECTIVE:	Seeking greater career potential with an aggressive, dynamic, growth
oriented company that will effectively utilize and enhance my management skills
while challenging my creativity.

WORK EXPERIENCE:

9/2008 – Present	SOUTHWEST AIRLINES
	Customer Service Agent
	Provides positively outrageous customer service; assists customers at the
ticket counter, gate and baggage office with check-in, bags, ticketing, and
issues that arise; properly completes daily reports and cash closeout; performs
other duties as business demands require.
 
12/2007 – Present	INDEPENDENT HEALTH & LIFE INSURANCE 
	Broker
	Assessing needs and custom designing solutions for the individual health and
life insurance market in several states; facilitating presentations via the
Internet, phone and in person; recruiting new agents; creating marketing
materials to expand lead generation; inside and outside sales.

7/2005 – 12/2007	LENDERS FIRST CHOICE/SECURITY NATIONAL REAL ESTATE SERVICES	
	Solutions Manager
Subject matter expert, business analyst and liaison between Sales, Operations,
IT, and Customers nationwide; create unique solutions for client specific needs;
new customer integration; facilitate sales and customer training; develop
training material; assist national sales group of 10+ to exceed revenue goals. 
Work closely with marketing in creating new products/services and tools for
sales.
	Exceed revenue goals and hit highest profits in company history 2005 &
2006
	Highest profit month 5/2007 – 50.2% IBT
	Handled RFPs and vendor approvals for US Bank, Countrywide, B of A,
World/Wachovia
	Brought several new products & technologies to market for customers

8/2001 – 7/2005	TRANSUNION SETTLEMENT SOLUTIONS, Wilmington, DE
Solutions Manager (10/2002-7/2005)
Subject matter expert, business analyst and liaison between Sales, Operations,
IT, and Customers nationwide; create unique solutions for client specific needs;
new customer integration; facilitate sales and customer training; develop
training material; assist national sales group of 20+ to exceed revenue goals.  
	Exceeded 2003 revenue goal by 50%
	Exceeded 2004 revenue goal by 10%
	Created and edited a monthly internal Sales Publication
	Created, edited, and piloted a quarterly Customer Publication 

Director of Operations (8/2001-9/2002)
	Providing leadership for 50+ associate national operations center producing
home equity related products & services.  Responsibilities included facilities
management, call center support, expense control & budgeting, training, project
management, maintaining reports and business measures, expanding technology,
negotiating with vendors & recruiting.
	Created job descriptions and measurable accountabilities for all
associates
	Restructured process flow that increased quality beyond contractual
requirements
	Implemented incentives that increased productivity 
	Created new system to assist in call management and customer
satisfaction
	Increased IBT by 15%

7/1999 – 7/2001	TRANS UNION LLC, RESIDENTIAL CREDIT SOLUTIONS, Olathe, KS
	Project Manager
	Facilitating multiple projects for various business units within Trans Union
Settlement Solutions.  Responsibilities include project management, planning,
implementation, training, testing, analyzing business requirements, process
mentoring, communicating across diverse work groups, growing technology, and
customer support.
	Designed reports and data formats to automate the billing process and
increase available resources in each operations center; and reworking a customer
satisfaction survey to discover and measure the need for additional process
improvements for our customers
	Developed all training materials and system documentation, facilitated
customer and associate training, and assisted in implementation of a new system
and segment of business with a national customer for Equity Services, another
internal business unit of TUSSI
	Created product and selling tools to assist in the rollout of a new
program where other business units could cross sell our products to increase
business for Residential Credit Solutions
	Launched and managed a variety of compliance projects to ensure
conformity and regulatory compliance
	Organized Y2K research while finalized system updates and coordinated
year-end change

7/1993 – 6/1999	TRANS UNION LLC, RESIDENTIAL SERVICES, Lenexa, KS
	Director of Operations
	Providing leadership for 150+ associate national operations center producing
mortgage related products and services as a division of an international credit
repository.  Responsibilities included call center management, expense control &
budgeting, training, project management, maintaining reports and business
measures, expanding technology, human resources & recruiting.
	Created and successfully piloted an inside sales/telemarketing program
that boosted sales by 11.3% the first year and averaged 116% of Plan through the
first five months of the second year
	Lead a process improvement team that resulted in an annual savings of
$250K and created a monthly business unit newsletter to increase communication
	Increased processing productivity by 106% over 2 years
	Controlled expenses and reduced operating costs by 87% which positively
impacted the bottom line with a $2.8 million dollar swing over three years
	Increased customer satisfaction by reducing our supplements by 58% an
increasing our calls answered by 20%
	Developed and changed accounting reports that decreased billing time by
800% and eliminated mathematical errors
	Presented products, pricing and services to major customer with
follow-up on-location training
	Troubleshooting and maintaining ACCESS billing database, UNIX mortgage
software, and a host of HP and Compaq Hardware
	Experience with ACD reporting and PeopleSoft accounting software
	Implemented associate development plans and trained as a facilitator in
several programs to achieve company training goals
	Excelled through the ranks from front line associate to manager in less
than 2 years
	Eagerly assumed additional responsibilities such as Y2K project
management, new product implementation, servicing national accounts, and creating
& piloting new processes
	Formulated incentive & contest that tripled productivity during extreme
peaks in business o curbed expenses during lean times in the market
EDUCATION:

2002			MIDAMERICA NAZARINE UNIVERSITY, Olathe, KS
			Master of Business Administration

1999	MIDAMERICA NAZARINE UNIVERSITY, Olathe, KS
	Bachelor of Arts degree in Management and Human Relations 

1996	Dale Carnegie & Associates, Inc., Mission, KS
Completion of the Dale Carnegie Course	

1994			JOHNSON COUNTY COMMUNICTY COLLEGE, Overland Park, KS
Associate of Liberal Arts degree



ADDITIONAL TRAINING/LICENSES: 

			Resident CO license & non-resident PA license - title, health & life
insurance
			Investools Training – Basic Stocks & Options, Advanced Options, Advanced
Technicals

REFERENCES:	Available upon request