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Professional Profile Freelance Writer and Blogger – Jan 2007 – Present • Started several blogs on topics of interest. • Writing blog articles for advertisers to include on my blogs. • Creating SEO pages on my blogs and write articles rich in keywords. • Started a radio show on one of my blogs as a way to increase readers. • Publish and maintain blogs on Wordpress and Blogger platforms on my own domain names. Alpine Access – Dec 2006 – Present Escalation Coach – Blue Box • Communicate with agents on phones to assist them in handling card member accounts. • Updating performance metrics and various documents in Excel spreadsheets. • Supervise 10-40 agents on the phones at one time. • Take escalated phone calls from card members and assist calls from CCP’s.. • Use of Google Docs to upload and share documents within department and teams. • Monitor calls both in real time and recorded for Quality Assurance GE GAP Customer Service Agent with Alpine Access § Completed Training on GE GAP Portfolio. § Excellent AHT and QCAL ratings along with great work ethics § Quickly promoted to coach on Blue box program. § Web Based and telephone customer service skills. eConcierge – Sept 1992 to Present § Developed a website to highlight my wide range of Virtual concierge services. § Provided Virtual Administrative and Personal Assistant Services to individuals and companies on an as needed basis. § Owner of IT and Business Consulting business § Recruiting and Training of newly hired contractors to work in telephone and web consulting fields. Responsible for employee retention, discipline actions and promotions as deemed appropriate. § Trained contractors on client requirements and policies. § Responsible for creating contractor schedules and assigning contractors to appropriate jobs. § Created team groups within organization to better manage current work load and to offer incentives based on team performance. § Set up corporate intranet to facilitate document and tools that are easily accessed by contractors. § Started new websites, responsible for attracting and maintaining new customers and readers of blogs. § Created marketing plans to meet business goals. § Worked as a web developer creating various web sites for myself and other clients. Furniture Medic March 2002 – April 2005 § Placed new business on the web to increase exposure and sales. § Responsible for hiring and interviewing potential employees. § Started company “Drug Free Workplace” and safety policies. Skills • Typing 45 words per minute. • Microsoft Office 2003 • Knowledgeable in Excel • Adobe Photoshop • Macromedia Freehand • Microsoft FrontPage and Web Expressions • Wordpress and Blogger Blog Platforms • WordPerfect • Microsoft Outlook • Google Documents and Schedules • Macromedia Flash • QuickBooks • Franklin Covey Forms Plus • Franklin Covey Plan Plus • Mozilla Firefox • Skype • CuteFTP • Windows XP Education Present - Kaplan University, Tampa, FL § BS Information Systems 2003-2006 University of Phoenix, Tampa, FL § Information Technology § Business Communications References References are available on request.