Career Objective		

Results-driven professional with extensive experience in training, sales,
operations, human resources and customer service management seeking challenging,
rewarding position within a solid, progressive organization that best uses my
experience and training, with opportunity for personal and professional
development.

Education	

Argosy University
Atlanta, Georgia
2005 - Present
Doctor of Education in Instructional Leadership (EdD).
Concentration: Higher Education 

Franklin University
Columbus, Ohio
2004
Master of Science in Marketing and Communication (MS).
Concentration: Human Resources Management

Ohio Dominican University
Columbus, Ohio
2002
Bachelor of Arts in Business Administration (BA).
Concentration: Marketing

Experience

SunTrust™ Bank
2005 - Present
Branch Manager III 
Responsible for providing direction, leadership, and training to branch
employees with emphasis on superior customer service skills, achieving sales
goals, and teamwork.  Providing operations oversight; ensuring compliance with
bank and federal policies and procedures.  Supervising branch employees with
duties that include conducting performance reviews, selection, and participating
in performance counseling; and, traveling to various banking center locations to
assist when needed.  Handling customer inquiries, concerns, and complaints in a
professional manner.
	Auditing and processing consumer and investor mortgage loans.
	Preparing and distributing various sales reports.
	Maintaining loan files, scheduling appointments, and providing
assistance to numerous divisions within the SunTrust™ organization.
Assistant Branch Manager, SunTrust™ Bank (2007 – 2008)
Sales Assistant, SunTrust Mortgage™ (2006 – 2007, Contract through Spherion)
Lock Desk Specialist, SunTrust Mortgage™ (2005 – 2006, Contract through
Spherion)

AutoTrader.com (Contract through Willmott & Associates, Inc.)
2005 - 2006
Business Analyst, Contract Position  
	Monitor daily queue activities in a call center environment using
systems such as AVAYA CMS Supervisor and CARS 3.0 (Analytics).
	Created automated journal entry system using Microsoft Access and
Excel.
	Responsible for forecasting, scheduling, and reporting in Dealer
Support.
	Highlight opportunity areas identified through standard and ad-hoc
report analysis.
	Oversee the achievement of departmental, divisional, and regional
goals.

Central Benefits
2002 - 2005
Claims Administrator/Benefits Specialist
	Account manager for Ohio State University Hospital’s health benefits.
	Produced correspondence and responded to public inquiries.
	Responded to public inquiries regarding medical and dental claims.
	Monitored and maintained confidential health records and reports.   

Gap Inc. Direct, Part-Time
Consumer Service Specialist, Customer Relations Specialist.  
	Elevated standards of quality and service by establishing planned
activities.
	Maintained a high level of consumer satisfaction.
	Monitor daily queue activities in a call center environment using
systems such as AVAYA CMS Supervisor.

Nationwide Insurance Enterprise
2000 - 2002
Senior Financial Service Analyst  
	Reduced the error margin of incorrect transactions processed to 0%.
	Assisted IT in redeveloping the Nationwide Variable Life Insurance
Website to increase usage by 30%.
	Monitor daily queue activities in a call center environment using
systems such as AVAYA CMS Supervisor.
	Developed and implemented an automated journal entry system using
Excel.

National City Bank
1994 – 2000
Branch Assistant Manager, 1997 – 2000
	Increased employee retention rate by 95% by focusing on training.
	Won highest award for managerial excellence and consumer sales.
	Increased sales 65% and penetrated new market areas.
Sales Specialist, 1997 – 1998   
Customer Service Representative/Teller, 1994 – 1997 

Neighborhood House Inc.
1988 – 1996
Supervisor and Head Teacher   
Oversaw the company’s Extended Daycare Program.
Supervised volunteer, contract, and direct hire employees. 
	Increased student enrollment by 75% and parent participation.
	Increased the number of students to pass the Ohio Proficiency Test to
93%.
	Established computer literacy, basic typing and educational courses
which led to 35% of the students’ parents enrolling in college (from 0%).
	Developed the curriculum for wellness and educational after-care
activities.
	Project Manager for implementing an Ohio Proficiency Test tutorial
program.
	Conducted staff meeting and presentations.
Executive Assistant, 1990 – 1992   
Teacher Assistant, 1988 – 1990   

References Available Upon Request