completed coursework for my PhD in Organizational Development & Psychology and will graduate in 2017. I have a MBA and a BS in Business Management. Have extensive experience in creating curriculum and teaching in business and for non-profit organizations.
I have a passion for people and for teaching others. I believe the difference in a student making an A or a C often lies with not understanding or sometimes even reading the required assignment. I have taught 100's of people in Corporate America, who have gone forward and achieved improved knowledge, skills and promotions
Statement of Teaching Philosophy
As an educator, I am motivated to teach from seeing the raw potential individuals have and helping them translate this potential to goals they may not have believed they could achieve. I am passionate about lifelong learning and the importance of this for everyone. To me, this works best in an environment where specific experiences are shared along with lessons learned. This creates an environment for students to be able to relate to these specific experiences and to see the parallels in their own learning journey and lives. The primary reason I want to teach is to be able to share knowledge with others in a supportive way, using real life examples students can relate to. I am aware of the state of education falling short in the United States and I would like to make a difference in improving the quality of learning. I find teaching rewarding when my students are excited and engaged about what we are learning. I have no problem sharing my mistakes in life if it helps anyone else grow. Seeing the “light” in students’ eyes when what they are learning makes sense to them is a positive experience for me as an instructor. I find it rewarding to see people achieve their goals and move forward in their lives to better opportunities.
The instructor’s job in the classroom is to clearly deliver the information in such a way that the students can understand and receive the information and ultimately be engaged. In my instructional methods, I achieve this by conveying information through multi-media. My experience has shown what works is to verbally provide the information, provide documents to be downloaded and provide an interactive approach for questions. This interactive approach may mean an online discussion board and/or quick response to emails. I believe the “gamification of learning” is important for millennials and the next generation. These students grew up with technology and teachers need to be creative to ensure technology savvy students are truly learning. Meeting this need with my students is where I truly shine.
Detail oriented professional with extensive consulting and senior management experience.
Skilled in many disciplines such as industrial psychology and management, leadership assessment and organizational development.
In depth experience in needs assessment, strategic planning and organizational development.
Vast real world business knowledge valuable at creating immediate relevancy to students.
Experienced in interactive curriculum development that drives maximum retention.
Dedicated to student success incorporating innovative methodology into classroom activities.
Far reaching expertise in the communications industry.
Efficiently and creatively use my experience to identify ways in which students can learn and discuss material in their course.
Apply a variety of teaching styles and adapt instruction to students with diverse learning styles.
Ability to excel in a demanding, outcome-oriented, and dynamic work environment.
Lifelong learner committed to ongoing personal development.
Proven teaching strategies that promote student success, including online learning and the “gamification” of learning.
Executive visionary leader & consultant with entrepreneurial spirit, extensive large-scale organizational background and passion for people.
Expert driver of process excellence, technology and best practices for top profit and loss results.
Transformational thought leader adept at identifying and developing top talent.
Expertise in partnering with company stakeholders in addition to business and industry leaders to focus on economic growth and development.
Teacher/Developer 1999 - 2007
Created Leadership University and Supervisory University to develop curriculum for employees exhibiting management and leadership potential.
Taught and developed ongoing professional development classes at different levels for supervisors, managers and directors to enhance skills.
Sessions included leaders and managers from all locations companywide across the United States.
Focused on developing high level tactical skills such as business writing, coaching, and public speaking.
Developed Succession Management to build bench strength with new leaders.
Established best practices for instructors utilizing innovative training including online learning methods.
Courses developed and taught:
Developing the Leader in You- Includes Stack Ranking by Leadership Skill Set and Succession Planning.
Critical Thinking Skills
The steps of moving from “Good to Great”.
Coaching for Effective Results
How to be a personal coach, engage your team and drive results.
Understanding the key performance indicators to focus on daily, weekly, and monthly and your responsibilities as a leader.
Providing the Customer with the Best Product Solution for their personal situation, overcoming objections and closing the sale.
Basic management skills.
Learning how to communicate with customers, resolve problems and drive a positive experience.
Appropriate writing methodologies for email, text messaging and social media.
Senior Consultant 2014 - 2016
Ericsson, Monroe, LA
Senior consultant serving in the following capacities:
Big Data Analytics Consultant- Op Ex reduction, Improved Net Promoter Score (NPS), point of care (POC) for “next best offer” sales performance to drive omni-channel customer experience.
CenturyLink - Project Manager for Big Data Speech Analytics Churn Reduction Project.
SOMOS – Coordinated hiring and training of Off-shore (India) Solution Architects and Developers.
AT&T – Project Manager for Personalized Digital Care point of care (POC) to reduce inbound support calls.
Solutions Leader for (Code Modernization) under Cloud Apps & Deployment.
Financial Modeling for Pre-Sales Project Management.
Director of Operations 2012 - 2014
Teleperformance US, Shreveport, LA
Ramped multiple business process outsourcing (BPO) and managed services new clients in tech support and customer care in telecom, healthcare, tax preparation, retail sales & video games for global organization to 2000 employees achieving top company profit and loss results.
Led managed services and business process outsourcing (BPO) operations for multi-client site with over 1900 agents and 10 direct reports. Included customer experience, retention and technical support for telecom, video games, retail and healthcare.
Participated in sales site visits, request for proposals and launched multiple new clients successfully with a solid track record of top key performance indicators and financial performance.
Reduced employee complaints by 80% and improved E-sat scores by 30% in the first year of employment, which drove lowest employee churn numbers in prior five years.
Responsible for profit and loss budget of $90M.
Consulted with Louisiana Governor, Bobby Jindal and Louisiana Economic Development Board to procure $10M in funding over a five-year period for hiring and training of new employees, new employee center for relaxation.
Joined forces with local government to provide the first bus routes for employees, reducing employee expenses and improving morale.
Engagement Center Director 2007 – 2012
Accent Marketing, Monroe, LA
Established and led telecommunications operations start-up involving 500+ employees for integrated global marketing solutions business process outsourcing (BPO) provider, ultimately achieving company’s top billed revenue in the 1st year of operations.
Managed 3rd -party client’s customer care and quality assurance, recommending value-add assessments in order to reach pre-determined business objectives-3rd party client, Boost Mobile.
Introduced quality coaching initiative resulting in highest rated customer satisfaction against client's 7 other support sites.
Aligned with city, state and federal representative and LA Economic Development Board to negotiate $2.5M in funding for hiring and training of new employees paid by the state of Louisiana.
Responsible for P&L Budget of $10M.
CenturyLink Overall 1999 - 2007
Vice President of Customer Relations 2006 – 2007
Reported directly to Century Tel President, and recommended enterprise-wide continuous improvement and customer experience initiatives to Board of Directors and Senior Executive Team.
Collaborated across operational department and functional boundaries, utilizing Six Sigma lean principles to drive operational excellence, improve efficiencies and reduce costs.
Monitored recommendation implementations for improvements in bill format, records standardization, asset retirement, new product rollout improvements, operational execution, technical upgrades, and process standardization.
Completed external consulting initiative to segment telecommunications customer base by value/revenue and reduce cost.
Vice President of Customer Service and Operations Fulfillment 2004 – 2006
Transformed customer service environment into sales and service, aggressively surpassing sales goals year-over-year for 5 years and driving 80% of marketable revenue for communications residential and business customers- Circle of Excellence Leadership Award for five successive years.
Consolidated 16 telecom centers into a “virtual” environment composed of 5 inbound/outbound centers and 1 offline support center, re-engineering processes and achieving 1st year 49% reduction in customer complaints.
Analyzed onshore/ offshore outsourcing solutions, ultimately outsourcing 75% of technical support calls, enabling the growth of high-speed Internet customer base with no incremental headcount expense.
Managed sales and customer service call center & customer experience operations for primary sales channel.
Drove 80% of marketable revenue year-over-year, repair calls & 24 x7 internet technical support center.
Served as customer service lead for multiple Amdocs conversions of 2.4M customer base.
Led operational functions of repair, programming, circuit provisioning and access services
departments, supporting 2.4 million access lines in 21 states.
Supervised support functions of people services, call center & customer experience technology, standards & procedures, quality assurance, training and technical support.
Reported directly to President while supervising 1,500 employees across 9 locations with a $90 million operating budget.
Maximized efficientcies through operational process standardization and multiple site consolidations, streamlining processes for new areas of repair, programming, and circuit provisioning and consolidating 15 operations sites into 3.
Vice President of Customer Service 1999 – 2004
Responsible for customer service and call center & customer experience sales & service operations for local exchange, long distance, and ILEC for +2.5 million customers across 21 states.
Served as customer service lead for multiple Amdocs conversions of up to 2.4M customer base.
Transformed traditional customer service operations into inbound sales & service profit centers, driving 80% of company’s marketable revenue stream and exceeding sales goals year-over-year for 5 years.
Reported directly to Century Tel President while supervising 1,200 employees and an operating budget of $60 million.
Analyzed technology solutions, ultimately implementing Rockwell phone switches, a virtual call network with redundant circuits, a quality monitoring system (Parallax/Cacti), an online handbook, e-learning, a workforce management system (IEX), and a post-call quality survey.
Standardized processes and training curriculum for 16 centers across 21 state regulatory environments, transforming centers into 1 “virtual” enterprise contact center & customer experience maximizing answered calls and service quality.
Consolidated 16 centers into 5 + 1 “off-line” center to take over agent paperwork, resulting in improved quality performance and 49% reduction in customer complaints the 1st year.
Boosted quality monitoring scores from 75% to 90% in the 1st year of implementing quality monitoring program.
Exceeded center sales goals from 2001 – 2004, ensuring quality and process improvements through standardized training and Six Sigma continuous improvement methodologies.
Led customer care operations through 2 major acquisitions that expanded customer base by 900,000.
Administered union and non-union agents in the sales & service environment with equally positive results, meeting sales goals year-over-year, and successfully negotiating sales goals into I.B.E.W and C.W.A telecommunications union contracts.
PhD, Organizational Psychology/Industrial Psychology Expected 2017
Credits Completed 117
Walden University, Minneapolis, MN
MBA, Organizational Development and Psychology 2007
American Intercontinental University, Schaumburg, IL
BS, Business Management 2003
University of Phoenix, Phoenix, AZ
Human Resources and the Law 2004
Managing Multiple Sites to Success 2001
Business and Technical Training and Certifications
Dale Carnegie Public Speaking 2001
Memberships and Affiliations
Member, Board of Directors, RWSLLC (a Start Up Company) 2009 - 2010
Community Service and Leadership
Board of Directors, Hope Restored 2015 - Present
Addiction Recovery & Family Counseling
United Way Fund Raising Campaign Manager 2006
Residencies and Colloquia
Residency 1 Winter 2008
Residency 2 Winter 2010
Residency 3 Winter 2012
Residency 4 Fall 2013
Awards and Honors
CenturyLink Circle of Excellence Sales and Service Award 2001 - 2005
Highly Competent Subject Areas
Microsoft Office Suite
Learning Management Systems:
Subject Matter Expert:
Tests and Measurement
Systems of Psychology
Organizational Development and Theory
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