Work Experience
Call Center Agent
ANSWER UNITED – Kalamazoo, MI
October 2024 to Present
- Handled dozens of different types of calls; each customer tailored, on behalf of hundreds of businesses.
- Quickly integrated into a small locally owned company that is relying on a mixture of technologies, communication methods, and strategic social & business skills.
- Provided much appreciated regular communication up as a base agent on how scripting was pragmatically affecting the calls.
- Quickly communicated IT issues that arose to minimize any negative experiences for our callers, customers, and companies.
Youth Specialist
Lets Talk About It – Kalamazoo, MI
October 2023 to June 2024
- Supervise youth who have intellectual disabilities
- Write reports detailing problematic behaviors and steps taken to overcome them
- Made judgments as to proper resolutions within boundaries of the foster care regulations
Customer Service Representative
Qualfon – Holland, MI
April 2020 to October 2023
- Process or deny online work orders
- Write reports detailing programming/configuration bugs, and conflicting policy & procedures as it relates to IT systems
- Made financial judgment negotiations with third party service providers
Plastics Injection Mold Operator
WSI – Kalamazoo, Ml
January 2020 to March 2020
- Showed attention to detail in quality control in a plastics factory
- Operated a plastics press in a factory setting
- Manufactured parts at a rapid rate
ITAD Auditor
WSI – Kalamazoo, Ml
August 2019 to December 2019
- Audit electronics as profitable reuse as refurbishable, or for recycling and disposal
- Make repairs or designate valuable computers for more intensive repairs
- Disassemble computers to identify and report valuable components
Security Guard
Securitas – Portage, Ml
March 2019 to August 2019
- Provide security and monitor for chemical leaks at Pfizer
Toy Warehouse Packer
WSI – Plainwell, MI
November 2018 to January 2019
- Pack toys for holiday season
Customer Service Agent – Call Center
Peckham, Inc – Battle Creek, MI
March 2015 to November 2017
- Excelled as a Trainer/SME in a fast-paced inbound call center environment
- Documented calls by writing reports for separate departments of the military
- Held responsible with sensitive government information
- Received inbound calls to analyze policy and perform supply and logistics to the Department of Defense with DLA
- Taught relevant computer systems including SAP and CRM to new hires
Security Officer
Contractual Security Services and Investigations – Kalamazoo, MI
September 2014 to March 2015
- Secured various apartment communities
- Wrote reports regarding specific incidents that occurred while on shift
Dishwasher/Food Prep
Creative Dining – Portage, MI
February 2013 to May 2014
- Washed dishes, glassware, flatware, pots, & pans
- Maintained kitchen work areas, industrial machines, & equipment
Education
Bachelor of Arts in Criminal Justice, 2006
Western Michigan University – Kalamazoo, MI
Military
Cavalry Scout (Recon)
Us Army
September 1995 to September 1998
- Reconnaissance and security in Bosnia during the NATO led implementation force
- De-escalated armed standoffs
- Riot Control
- Assisted and Secured Interpol Officers
- Secured Military Intelligence sites and mass graves
Awards
Source America – Veteran of the Year 2016
Western Michigan University – Suma Cum Laude
Joker's Wild 