Resume
Experience
2022 - present
RESERVATION SALES AGENT
The Biltmore Company
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Effectively manage over 800 customer calls each month, receiving 22 performance awards for total revenue and monthly incentive rewards for maintaining quality service and target rates.
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Utilize communication skills to drive over $75K in monthly revenue, achieving a sales total of $1M in the last year, surpassing monthly sales quotas by 22%.
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Implemented efficient call handling strategies, resulting in a customer satisfaction rate of 90%.
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Consistently provide support for department operations to ensure continuity across critical operations and proper communication lines.
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Routinely surpass monthly conversion target metrics in revenue per booking ($200) and close rate (40%).
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Adept at cultivating relationships with customers through personalized recommendations and exceptional service, leading to a high rate of repeat booking and customer loyalty.
2022
FINANCIAL SERVICES COUNSELLOR
Montreat College
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Used instructional design tools to facilitate onboarding and counsel for 400 students regarding financial options, distribution process, federal loan procedures, and eligibility requirements.
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Utilized a variety of technologies to maintain the latest information for procuring maximum aid in multiple venues for students to attend college.
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Attended statewide conference on best practices, trends, and challenges at peer institutions in acquiring financial aid and delivering information.
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Collaborated cross-functionally with department and other administrators to strengthen existing university policies to reflect current national practices in financial aid.
2006 - 2021
PROFESSOR
University of North Dakota
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Implemented instructional design skills in the creation and restructuring of 15 online courses, resulting in adoption for core curriculum/essential studies credit for the entire student population.
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Provided professional development training for faculty tenure process and classroom delivery and management using Digital Measures, Blackboard, video/audio tools, and mobile applications.
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Provided outstanding service in teaching and research/creative activities, resulting in 15 “exceeds expectations” on faculty evaluations and an average of 4.9/5.0 on student evaluations.
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Served as student advisor, providing counseling and analysis of career objectives, resulting in a yearly retention and graduation rate of over 90%.
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Used a variety of online and live technologies for communication and outreach to recruit new students, resulting in growth in my area to a full one-fifth of the department size (160 students).
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Founded and managed T.R.U.M.P.E.T.S., an organization bringing together seven universities and over 250 participants throughout the upper midwest to network and perform, resulting in annual events at each member institution and national/international conference presentations.
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Authored the book The Dauverne Collection, wrote 5 peer-reviewed journal articles, taught 15 large survey lecture classes, presented at over 50 national/international conferences, and performed over 750 national/international performances as a soloist and clinician.
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Led over 30 committees and organizations (ex. Americation Federation of Teachers VP, Executive Committee Chair, International Diversity Committee).
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Invited to serve as a Resident Guest Artist at seven universities throughout the U.S.
Education
Doctor of Arts
Music Performance
University of North Carolina
Greensboro, NC
Master of Arts
Music Performance
Webster University
St. Louis, MO
Bachelor of Arts
Music Performance
Western Carolina University
Cullowhee, NC
Professional Skills
Instructional Design (Storyline, Rise, Canva, Captivate, Vyond) | Video/Audio (ProTools, Camtasia, Lightworks, Premiere, iMovie, Finale) | Mobile Applications (many tools for productivity, communication, performance) | CRM/Sales/Support (SalesForce, CJP, Calabrio, Workday) | LMS/SaaS (Blackboard, D2L, C4E, Sakai) | Financial Aid (Jenzabar, Campus Solutions) | Web Conferencing (Zoom, Skype, WebEx, Teams, Meets) | Google Suite (Docs, Slides, Sheets) | Microsoft Suite (Word, PowerPoint, Excel, OneNote)
Certifications and Awards
Curriculum and Instructional Design Certification (2024) • Edwards Instrument Performing Artist (2011-present) • Biltmore Sales Awards (2023-2024) • Pi Kappa Lambda Honor Society Member (2012-present) • University Grant Awards (2006-2019) • Teaching with Technology Certificate (2017) • Graduate Teaching Award Finalist (2012-2013)