High energy, results-oriented leader who sets expectations for accountability through open communication. Sets example by taking initiative to improve processess that empower team members to achieve outstanding customer satisfaction. Employs associates as valuable resources in accomplishing mission requirements.

COMPANY	POSITION HELD	DATES WORKED
(Confidential)	(Confidential)	1/2005 - Present
US Marine Corps	(Confidential)	5/1979 - 3/1993

SCHOOL	MAJOR	YEAR	DEGREE
University of Missouri, Kansas City	Education	2005	Bachelor Degree

Highlights:

~Coached associates to increase efficiency in data entry indexing, from 45-60 documents/hour to 60-100/hour, moving work 45% more quickly through processing at H & R Block Service Center. ~Created written procedures for revised operations manual, then trained seasonal personnel. Increased employee retention by 66%--proven in that 8 of 11 trainees accepted permanent positions, compared to 1 of 16 trainees in previous group at H & R Block Service Center.~Developed and Implemented teaching method of Interactive Concept Reviews to facilitate test preparation study skills, to enhance learning, and to improve retention of circuit building skills. Received student ratings of 98% “very satisfied” (the highest ranking) at Electronics Institute.~Directed the resolution of payment backlog to military personnel from Desert Storm campaign. Led team to complete a 3-month backlog in 13 days.

Companies I like:

SAIC, General Electric, Wal-Mart, Chipotle

Presentation
Technology Solutions
Requirements Analysis & Specification
Leadership

• Train
• Teach
• Improve
• Leadership

• Saved over $19,000 by advocating for implementation of desk top faxing throughout Call Center and Operations Departments, H & R Block Service Center. • Initiated trouble-shooting actions to recover 300 electronic documents during system breakdown, retaining up to $90,000 in accounts, at H & R Block Service Center.