Substitute Teacher - Lake County Public Schools, Central Florida - Central Florida
(2025-03)
- Ability to manage a classroom effectively, deliver pre-assigned lesson plans, adapt to various grade levels and subjects, maintain a positive learning environment, and build rapport with students.
- Ensure continuity with the regular teacher's curriculum while demonstrating flexibility and strong communication skills.
Senior Consultant/Instructor/Contractor - Victorious Consultant Services, Inc.
(2019-08 - 2025-01)
I am a professional counselor, entrepreneur, and coach dedicated to helping individuals find direction. I provide counseling for adults and pre-teens who are recovering from the pandemic and dealing with various mental health issues. As a Federal Contract Specialist, I focus on identifying bidding opportunities in the education and real estate sectors.
I excel as an effective team player and research for Yellow Ribbon Events as they become available through the Federal Government. These are special occasions that celebrate military members deploying overseas, allowing them to share moments with their friends and family. I am also a skilled administrator with experience in implementing strategies that enhance the development of both staff and board members within a corporate structure.
I have facilitated conferences and seminars for diverse learners, teaching sessions on life skills, behavioral sciences, and fiscal management. Additionally, I conduct monthly online training sessions focused on promoting workplace consistency in the public sector and professionalism.
IAM Trusted US Military Certified Specialist - Interstate/Checks and Balances
(2020-02 - 2023-06)
Responsible for providing full-service move management for military members of all ranks and services to ensure customer satisfaction and improve the Company's shipment and financial performance. This role requires an understanding of reporting requirements, emotional intelligence, shipment documentation, weight allowances, and Department of Defense regulations. I collaborate closely with a team of customer care representatives, management, Van Lines operation planners and dispatchers, transportation service providers, and transportation offices with the Department of Defense – USTRANSCOM across the country to manage the relocation process proactively.
This includes conducting post-delivery service evaluations to support the company's short and long-term strategic business objectives for excellence.
- Ensure a supportive relationship is developed with customers over the phone, maintaining contact from start to finish while managing realistic expectations.
- Achieve 95% of predetermined customer touchpoints throughout the service delivery. Communicate by phone at expected milestones to measure service and resolve issues, as necessary.
- Notify customers of schedule changes to avoid unnecessary inconvenience. Monitor distressed shipments and provide customer updates for late shipments.
- Schedule warehouse shipment pick-ups and manage documentation. Identify problems and act to rectify them by employing analytical thinking and sound judgment.
- Manage customer complaints without the manager's intervention 90% of the time.
- Perform internal post-delivery surveys, providing service recovery as necessary to improve customer satisfaction.
- Answer all calls professionally, using proper phone etiquette.
- Utilize strong time management, organization skills, and prioritization in a challenging environment.
- Work professionally as a collaborator, exhibiting timely, professional, and initiative-taking customer service skills.
- Recognize varying levels of customer concerns, emotions, and stress points to adapt accordingly to meet customer expectations.
- Project an image of patience and expertise while providing courteous, timely, and professional communication through all customer (external and internal) interactions by phone, written, or in person.
- Perform necessary administrative tasks of dates, authorizations, and customer or transportation service provider requests.
- Understand and apply DP3 Business Rules, DTR, and "It is Your Move" regulations.
- Utilize multiple monitors with different software applications: IMIS, Easy DPS, DPS, Avaya Call Center Software.
Senior Business Consultant - Victorious Consultant Services
(2014-02 - 2019-11)
- Business Consultant: Office of Planner, Coordination, and Management with special projects in the areas of Grants Management, Budget Formulation & Execution, Acquisition Management, and Human Resource Management
- Certified Notary
- Managing client portfolios, consulting with clients to identify business needs, and providing best practices
- Hired under Government Contracts to Facilitate review of Company portfolios, and train board members and staff.
- Supporting Business Development teams in pre-sales, cross-selling products, and services to clients
- Assisting the consulting team in developing solutions and establishing metrics and analysis frameworks within consulting procedures
- Conducting market research to identify business opportunities, monitor portfolio performance, and present findings to clients
- Performing analysis of client data to develop and present prototypes and solutions to clients
- Travel as required/requested
Advanced Certified Facilitator/Adjunct Professor - University of Phoenix – Victorious Consultant Services, Inc.
(2006-04 - 2018-04)
Professor of Behavioral Science & Psychology
- Created and facilitated a syllabus for Graduate and Undergraduate students
- Conducted Online Courses
- Student Retention Responsibility
- Canvas Learning Management System
- Weekly Feedback and direct participation with assigned students
- Maintain the Office of Student Rights and Responsibilities - Office of Student Conduct within the webpage and coordinate social media presence
- Explicit in following the rules and regulations relative to FERPA, Title XI, and VAWA
Clinic Manager/Contract Officer Representative {Neurosurgery Department} - Walter Reed National Military Medical Center, Bethesda, Maryland - Bethesda, Maryland
(2007-02 - 2014-02)
- Manage and oversee program areas, including fiscal plans, human resources, customer service, and financial operations. Function as the point of contact for the Department of Surgery/Neurosurgery.
- Interview and hire staff for the Trauma Start-Up Department and Clinic, including Physician Assistants, Neurosurgeons, Administrators, and Clinic Front Desk Staff Members.
- Serve as the backup point of contact for providing oversight into budgetary requests from field offices.
- Review all financial documents for accuracy and compliance with standard operating procedures.
- Supervise administrative government contractors
- Liaison for workforce development projects in the CFO budget office.
- Provide expert guidance to the team regarding budget operations and serve as the backup analyst for Performance Management. Support the development of customer requirements and associated Performance Work Statements (PWS), Statement of Objectives (SOO), Statement of Work (SOW), Bill of Materials (BOM), and Independent Government Cost Estimates (IGCEs) supporting U.S. Federal Government organizations/agencies.
