QUALIFICATIONS

Analytical, results-driven management professional with experience in process im

provement and quality assurance. Promoted five times in six years based on recor
d of exceeding performance expectations. Efficiently manage staff and operations
to reach and surpass company objectives; assess procedures and implement modifi
cations and upgrades to boost operational results. Skilled in statistical and tr
end analysis, utilizing various metrics to identify customer needs and recommend
solutions to drive continuous customer satisfaction and profitability. Excellen
t communicator, works well with staff and customers. Technical proficiency in Mi
crosoft Office applications and database administration software.
PROFESSIONAL EXPERIENCE
EDUCATE INC. SYLVAN LEARNING CENTERS
Baltimore, Maryland 2003 - 2010
Quality Assurance Manager (2008-2010)
* Increased new enrollment rate in programs by 3-5%, resulting in new business b
y overhauling sales guides to boost customer call-handling processes.
* Manage quality process, designing and implementing improvements that work succ
essfully with coaching, hiring, and training protocols.
* Reduced from over 1.5% to .67% the monthly error complaint rate by redesigning
quality monitoring process.
* Instituted process improvement and improved customer experience by re-engineer
ing sales process from one-time sales event to long-term, relationship-based sal
es.
* Slashed by 50% average call talk-times by implementing upgraded call control m
easures, resulting in a reduction in payroll by over 50%.
* Streamlined process of compliance measures needed to finalize agreements with
customers.
* Entrusted by corporate management team to serve on behalf of customers as a re
presentative voice to marketing, new product development, franchise operations,
and corporate finance.
* Selected to represent Corporate Sales Center at annual franchise conference; e
stablished relationships and attained 30 new contracts with franchise owners for
utilization of Sales Center services.
* Joined corporate management team in successful effort to transform the interna
l business culture.
* Advise over 150 franchise centers regarding contract terms, communicating freq
uently with each center regarding their individually-set standards and terms of
service.
Quality Assurance Supervisor (2006-2008)
* Boosted number of training classes 50% per quarter; created role-play "mock ca
ll" to add to new employee course materials, which helped cut on-the-job trainin
g by 50%, from 2 weeks to 1 week.
* Analyzed consumer feedback statements to quantify top five Sylvan service requ
ests; results were used to develop marketing materials to support new Customer M
anagement Tool.
* Achieved daily and monthly quality objectives by providing leadership and tech
nical direction to QA Analyst team.
* Developed and tracked internal and external quality standard operating procedu
res; created evaluation forms, metrics and guidelines, and designed statistical
databases and charts to show trends.
* Promoted to Quality Assurance Manager based on performance.
Quality Assurance Analyst (2005-2006)
* Evaluated over 90 employees daily to ensure compliance with quality assurance
standards.
* Fulfilled workforce scheduling adherence rate of 80% by balancing staff, filli
ng previous schedule gaps.
* Increased team performance by providing quality feedback to sales groups on ma
tching client needs to new layer of strategic products offered by company.
* Facilitated and assisted with employee training classes; developed PowerPoint
presentations.
* Recognized for creative contribution in Analyst role; rewarded with system tra
ining in new quality recording tool and earned designation of Database Administr
ator and mastery of quality process.
* Promoted to Quality Assurance Supervisor based on performance.
Academic Advisor I, II (2003-2005)
* Maintained at over 45% the rate of program new enrollment; recognized for high
est in center out of 90 agents and upheld for 11-month record.
* Exceeded targeted goals by 10-15% per month consistently; recognized as Top Pe
rformer.
* Selected as Top Agent at annual company conference, based on winning sales per
formance contest.
* Led department in making highest number of outbound calls; contacted prospecti
ve clients and enrolled in various services, boosting previously declining servi
ce sectors.
* Substituted as Team Leader as needed in absence of supervisor.
* Elevated to Level II status at 4-month minimum threshold, becoming first membe
r of training class to achieve this distinction based on reaching performance go
als.
* Promoted to Quality Assurance Analyst based on performance.
EDUCATION
UNIVERSITY OF MARYLAND, College Park, Maryland
Bachelor of Arts Degree, Emphasis in Psychology, 2002
* First Team All-Academic Student Athlete, Big South Conference 2000
HONORS
Top Performer Eagles Club, Sylvan Learning Center, 2004, 2005
Peer Nomination Eagles Club, Sylvan Learning Center, 2004
Athletic Scholarship, Baseball, 1997, 2001
CONTINUING EDUCATION
The Positive Coach Approach, McKee Consulting, 2010
The Versatile Sales Person, Wilson Learning, 2009
Sales Training Workshop, Sales Excellence, 2007