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Silver Spring, MD, USA
Arts And Crafts, Paper Crafts, Paper Ed Instructor, Program Analyst, Project Coordinator
I have been crafting for more than 20 years. From hand-designed shirts to making betta bowls, designed baskets, house decor, embroidery, handmade cards and scrapbook layouts. It is a joy to put a smile on someone's face. I taught scrapbook classes; a combination of the Paper-Ed Program at Michaels Arts & Crafts for 3 years and became a certified Scrapbook and Paper-Ed Instructor through EKSuccess.
I have taught scrapbook and card making classes since 2010 teaching from the basic to advanced in organization, work space logistics, color combination, page elements, and multi-functional uses of craft tools. I also have hosted many Crop Night events where individuals come together to share their passion and ideas and we collaborate in showing each other what skills and projects we have.
Windows 7 Migration Project Coordinator
August 2011 - November 2013
Managed the logistics and timelines involving preparation stages to upgrade 3,000 Marriott headquarters and field end users to the Windows 7 environment, using MAARK1 and PC compatibility tools that enabled the ability to leverage existing licenses vs. purchasing new licenses for a cost savings over $100k.
Marriott Sales and Catering
August 2009 - January 2010
Supported field end users utilizing the SFAWeb CI/TY application for Banquet and Catering Sales. This allowed for the upgrade from SFA (Sales Force Automation tool) to a more robust reporting system for catered sales and functions, space occupancy, and detailed reporting.
Program Analyst, Marriott Systems Support Center Client Services Team
MARRIOTT INTERNATIONAL, INC
April 2008 - July 2013
I developed, analyzed and reported key service and quality metrics based on call tracking and daily monitoring of associates’ customer interactions. Was able to collaborate with Client Services Help Desk Management in planning process improvement strategies to implement customer service training for Help Desk associates, and maintained service level database for reporting to upper management. I also managed logistics for all BMC Remedy Training WEBINARS.
These accomplishments allowed our analysts to be more proficient in their customer service skills in qualifying the customer calls and issues in a more productive manner that permitted the analyst to exceed in customer satisfaction, reduce the number of calls into the call center, and earn consecutive recognition for top performers.
• Recommended and implemented strategies that generated substantial performance improvements against key metrics:
o Reduced average speed of call answer by half, from ten seconds to five seconds.
o Improved number of calls required for problem resolution from an average of three calls to one call.
• Earned number one rating for seven consecutive years in an independent audit comparing Help Desk performance among similar companies.
Cashier and Scrapbook Instructor (Part-time)
MICHAELS ARTS & CRAFTS
November 2007 - January 2014
Performed all cash register operations and related customer service duties, also monitored activities in the front of the store and secured Michaels assets including cash, checks, media and merchandise. I provided world class service to our customers; ensured key marketing initiatives were achieved such as: bounce back coupons, email collection, and brochure handouts. Also performed store merchandise presentation by merchandise recovery, put backs, and clean up. Taught scrapbook classes from 2 to 5 students at a time to get the understanding of color combination, lines and elements, handwriting, and multi-use of craft tools. Sponsored Paper-Ed events, demos to showcase new store products and projects.
Through these efforts our store achieved number one in store presentation, top sales, and the most accommodating place to shop according to our customer surveys for top performance and knowledge the store products.
• Achieved amongst other associates top associate is customer service
• Recognized for outstanding customer service in front of store operations and store events
Lead Support Analyst
MARRIOTT INTERNATIONAL, INC
September 2004 - April 2008
Led the Human Resources Systems Group of 8 Support and Senior Analysts in providing first and second level functional and technical support to 486 BlueCube and 220 Labor Management Systems (LMS) user locations with payroll and Employee Training tasks. Managed strategy and planning that directly impacted customers and vendors in the HR Systems arena, utilizing MSSC tools and applications including eTrack Call Tracking System, Microsoft applications, UNIX, Labor Management Systems (LMS) and BlueCube Payroll applications, PeopleSoft HRMS, MarrPay, and Profiles mainframe. Provided metrics development and analysis to upper Management and Business Partners for new development and/or enhancement to supported applications for field properties.
These strategies help to improve our customer service to our field end user in providing hands on guidance using payroll applications, to better teach the troubleshooting steps to resolve simple time clock and application problems, and achieving goals set at the property level.
Senior Support Analyst
Marriott Systems Support Center
November 1999 - September 2004
Succeeded in providing help desk support using eTrack Call System and working with vendors (Radiant-Red Prairie, IBM subsidiaries, Kronos and Interboro) to resolve hardware and software problems. Provided first and second level support for functional/technical use for HR Property-Based Systems and MHRS weekly and biweekly payroll.
My knowledge and ability to assist our field end users enable them to be more productive in the day to day operations, resolve problems on a first call basis, and teach the end user on how to address simple problems without having to call into the call center. This reduced our repeated calls by 75%.
Senior Living Services, and Renaissance Hotels. Configured Kronos
Kronos Timekeeper Systems Project
August 1998 - September 2000
Supported, developed, and implemented the conversion and roll out of the Kronos, BlueCube, and Labor Management Scheduling payroll application products to MHRS, Conference Centers, Reservation Centers, Interstate, Limited Lodging, Senior Living Services, and Renaissance Hotels. Configured Kronos software to existing hotel requirements - using Kronos 2C software and coding. Created and designed unique system profiles to accommodate specific property requirements.
Marriott Systems Support Center
May 1995 - September 1999
Provided help desk support using eTrack Call System and working with vendors (Radiant-Red Prairie, IBM subsidiaries, Kronos and Interboro) to resolve hardware and software problems. Provided Tier1 and Tier2 level support for functional/technical use for HR Property-Based Systems and MHRS weekly and biweekly payroll. Also supported NGS - Sales and Catering with TOPCAT and ASAP software for field troubleshooting.
Group Room Sales Coordinator
Marriott Airport Marriott, Sales and Catering
May 1990 - May 1995
Serviced and retained critically important travel agent weekend familiarization (or "FAM") tour business. As key contact for six FAM tour groups, ensured that every aspect of their three-night stay - with multiple catered events - was delivered with outstanding service and operational efficiency. The tours produced $18K+ in rooms revenue (150 - 200 room nights) and catering income of $16K+, and laid the groundwork for substantial future group business from clients of the attending travel professionals.
Back to School
Learn to make scrapbook pages to capture your various memories of your little ones going back to school or first time attendees.
Using multi textured materials either as die cut or made by hand to design scrapbook layouts to complete baby scrapbooks.
Qualifications & Certifications
Bachelor of Science
Florida A&M University
Customer Service Representative
Help Desk Institute
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