Experienced Manager with a diverse background: Strengths in the HR, Customer Service and Quality Assurance arenas.

5/2006 - 11/2008

Airlink Mobile

Manager

• Managed relationship between retail partners, category managers and wireless dealers; Prepared & reviewed of revenue reports, new product communications, trainings on products and service, developed revenue generating contests; Developed and prepared training materials (guides, PowerPoint & scripts) on each of our programs, trained outsourced customer service team and acted as resource & escalation point of contact; Monitored outsourced customer service agents calls and call statistics and reported findings to VP; Researched and responded to subpoenas from ICE, DEA, FBI, etc.; Resolved and responded to Consumer Agency complaints

3/2001 - 3/2006

Wireless Retail

Manager

• Managed litigated cases working directly with General Counsel/Human Resources Vice President, internal resources and outside counsel; Investigated consumer and employee complaints, prepared cases for litigation and/or negotiated settlements; Acted as resource and decision maker on escalated customer issues involving litigation, state agencies and other consumer advocacy organizations; Managed customer service representatives, tracked and evaluated service issues; Maintained a strong understanding of Human Resources, Real Estate, and Liability Laws in order to ensure compliance with various state requirements; Established a unit designed to track and analyze operational and sales procedures, documented and communicated findings with senior management and department heads to ensure best practices were implemented; Researched industry issues in relation to current trends in the field of wireless communication: legislation, new technology, products, business mergers, etc.; Created and produced two monthly (sales field and corporate) newsletters for 4000(+) employees nationwide; prepared articles, designed layout, coordinated printing and mailing; Evaluated costs involved with various training programs, projects, and proposals; Facilitated successful execution of training events at corporate office by preparing materials, organizing on and off-site events, and coordinating schedules; Acted as liaison between sales force/management and corporate office regarding employee concerns/complaints, researched and communicated outcomes; Chaired bi-weekly Manager meetings for Corporate office management: prepared and set agenda, edited minutes and communicated action items and suggestions to executive management

3/1997 - 3/2001

Employee Solutions

Manager

• Managed Quality Control and Solution Center Staffs, overseeing all correspondence to customers, data integrity of employee information, new customer installations, customer terminations, employment verifications, special report requests and charges for services provided; Analyzed billing and pricing issues and made recommendations to executive management for resolution; Reviewed contractual agreements with customers and vendors; Evaluated escalated client/customer issues and determined appropriate follow up action and outcome; Identified process improvements and charted procedures in order to obtain the highest levels of efficiency; Developed and maintained a company wide customer service database established to monitor and track customer inquiries and internal response times; Provided department and interdepartmental training; Participated in management committee meetings geared toward developing strategies to meet company-wide objectives, chaired three of ten management committees; Maintained a strong understanding in key areas relating to Human Resources regulations in multiple states; Employee Relations, Benefits, Payroll, Tax and Workers’ Compensation; Selected as a key member of a 6 person management team established to consolidate all corporate functions from field operating centers to the Phoenix headquarters and facilitated in the development of the organizational plan; Developed procedures, guidelines and all correspondence for the Claims unit in order to maintain compliance in a self-insured environment for a monopolistic state;Worked with outside legal counsel and prepared disputed claims for litigation

6/1994 - 1/1997

SAIF Corporation

Individual Contributor

• Managed Workers’ Compensation claims determinations through analysis of medical records, legal requirements and investigations while applying rules, regulations and case law; Educated employers and injured workers on their rights and responsibilities; Identified and initiated cost containment programs by optimizing loss control and early return-to-work efforts; Determined the reserves for the financial costs of a claim realistically and accurately; Established settlement parameters, negotiated settlements and defended claim decisions in litigation; Prospected new accounts and assisted in presentation of our business model and services provided

9/1992 - 6/1994

Denny Smith for Governor Campaign

Manager

• Managed state-wide schedule for Candidate; Reviewed invitations and events for political value and made recommendations to the candidate; Responded in writing to each invitation recieved; Organized fund-raisers and events for business and government leaders, constituency and media; Researched, prepared and edited briefing papers, speeches, correspondence and press releases; Organized volunteers at campaign events

2/1991 - 8/1997

US Chamber of Commerce

Individual Contributor

• searched and edited various reports and communications for National Chamber Foundation and Economic Policy Division; Acted as liaison for business constituency, researched and responded to inquiries; Maintained knowledge of current legislation relating to business community; Coordinated seminars and events for business community, Members of Congress and their staffs

1988

Bachelor Degree

Oregon State University

• Education