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Work Background
Chief Executive Officer
Impact Nexus LLCChief Executive Officer
Feb. 2023Baton Rouge, Louisiana, United StatesWe provide coaching and consulting services. We specialize in bringing people together for a common cause. Instructional design, website building, grant writing, and much more.
MyBranch Digital Services and Training Manager
Pelican State Credit UnionMyBranch Digital Services and Training Manager
Feb. 2020Louisiana, United States- Leading cross-functional teams in fast-paced omni-channel call center - SME for Employee Development and Engagement, Coaching, Performance Management, Reporting and Forecasting, DE&I, and Organizational Development - Leadership Coaching throughout credit union on Personal & Team Development, Communication Skills, Criticial Decision Making, and Organizational Behavior
Call Center Supervisor
Congressional Federal Credit UnionCall Center Supervisor
Aug. 2017 - Feb. 2020Virginia, United States- Managed day-to-day operations of a high volume, full service, omnichannel contact center to ensure agents complied with call center objectives and KPIs, procedural and quality performance standards. - Monitored and evaluated agent performance to provide coaching and professional development. - Resolved complex and escalated customer concerns with empathy. - Used data analytics and reporting to advise of emerging trends and customer pain points.
ESL Tutor, Voiceover Actor, Trainer, Recruiter, Instructional Designer
ALO7 爱乐奇ESL Tutor, Voiceover Actor, Trainer, Recruiter, Instructional Designer
Feb. 2017 - Jul. 2019Virtual- Member of Academic, Training and Recruiting, Social Media, Video Production, and Substitute Teams. - Contributed to "Tales of China" Podcast as a voiceover actor and sound engineer. - Taught 1:1 through 24:1 Pre-K to Graduate level fluency and English language classes. - Recruited, created content for, and engaged tutors through Facebook, YouTube, Twitter, Instagram, Giphy, etc. - Managed international, virtually operating teams. - Onboarded and trained new employees. Provided coaching for quality service review of classes.
Call Center Fraud Supervisor
Navy Federal Credit UnionCall Center Fraud Supervisor
Dec. 2014 - Aug. 2017Virginia, United States
Quality Service Specialist
Navy Federal Credit UnionQuality Service Specialist
Jul. 2014 - Dec. 2014
Documentation Specialist
Navy Federal Credit UnionDocumentation Specialist
May. 2012 - Jul. 2014
Panel of Experts Member
Customer Service GroupPanel of Experts Member
Jan. 2011 - Jan. 2021Mountain Lakes, New Jersey, United States- Bi-monthly contributing writer to The Panel of Experts section of the nationally distributed publication.
Quality Service Specialist
Navy Federal Credit UnionQuality Service Specialist
May. 2009 - Jul. 2012Established the Correspondence Monitoring Program. Received President’s Award (2011) and two Sustained Superior Performance Awards (2011, 2012).
Member Service Representative
Navy Federal Credit UnionMember Service Representative
May. 2007 - May. 2009Virginia, United States

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