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MANAGERAccomplished manager, experienced in successfully leading and motivating individuals to meet corporate performance goals. Possesses extensive knowledge in customer experience as well as sales. An outgoing by nature individual with high energy and superior communication skills. Highly motivated in the aspect of greater opportunities, team projects and responsibilities. Core Competencies Include: Analytical Thinking • Conflict Resolution • Manages Change • Positive Influence • Computer Competency • Decision Making • Empowers Others • Personal Credibility • Writing Skills • Interpersonal Relations • Results Oriented • Organized • Confident

PROFESSIONAL EXPERIENCEPETER PAN BUS LINES INC • 2011 – PresentThe largest privately owned intercity motor coach company in the United States, proudly holding exceptional safety ratings and connecting People & Places for 77 years. Terminal Manager • Northampton, MA • 2014 - Present Oversees daily operations of terminal. Facilitates revenue reporting,

accurate cash handling, customer care & satisfaction and employee leadership & development.

Shares information, advice, and suggestions to help others to be more successful. Regularly meets with employees to review their development progress. Expresses confidence in others' ability to be successful.

Was the first user of the company’s newly developed ticketing software. Guided team to learn and operate the new system, which entailed the creation a step-by-step manual using clearly labeled instructions and photos, which is currently being utilized system wide. Traveled and trained Peter Pan ticket retailers to operate new software.

Customer Care Supervisor • Springfield, MA • 2012 – 2014

Supervised 20+ Customer Care agents. Directly monitored and coached call performance. Established higher call center standards through mentoring to achieve higher call center standards while recognizing and awarding excellent service.

Resolved escalated customer concerns ensuring satisfaction with one-call resolutions.

Contributed to the creation of the company website; specifically the customer service database. Formatted to encourage customer relations to be prompt and paperless.

Ticket Counter Agent • Springfield, MA • 2011 – 2013 Followed company cash handling procedures to efficiently handle

customer relations while providing friendly, proficient service. Customer Care Agent • Springfield, MA • 2011 – 2012 Call center representative, focusing on outstanding customer

service, extensive company knowledge and timely service. Worked in a team environment to keep call levels manageable,

while successfully striving toward low call abandonment rates. Accomplishments & Projects Two time recipient of “Way to Go” chairman commendations for

excellent service Star Award Committee Member 2015 Social Media Monitoring & Reporting expertise Facilitate Baggage Claims VIP Bus Hostess Peter Pan Representative at Women’s Leadership Confrence 2012

IMPRESSIONS ACADEMY OF DANCE • 2010 – 2015Quality dance instruction in a fun, supportive environment.Dance Instructor Educate and inspire students of all levels to feel confident in their

skills, talents and bodies. Prided on creating an energetic, upbeat and eductational environment for dancers.

Provide clients with the latest choreography, music and techniques to excel at competitive and recreational levels. Dancer excellence proven through special judges awards, national dance instensive invitations and platinum award adjudications.

Accomplishments Choreography featured the Waterside Stage at Disney World in

2012 & Starquest World Nationals in 2014, achieving high scores and adjudications.

Trained with renowned industry professionals at Broadway Dance

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Center in New York and The Pulse in Boston.

EDUCATIONSpringfield Technical Community College • Springfield, MA • 2013 - 2014 Liberal Arts Major ; 3.9 GPA

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