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Resume

Experience

2022 - present

RESERVATION SALES AGENT

The Biltmore Company

  • Effectively manage over 800 customer calls each month, receiving 20 performance rewards for highest selling agent and monthly incentive rewards for maintaining quality service and achieving target rates

  • Utilize communication skills to drive over $75K in revenue monthly, achieving a sales total of $1M over the last year and surpassing monthly sales quotas by 22%. 

  • Implemented efficient call handling strategies, resulting in shorter customer wait times and a customer satisfaction rate of 90% 

  • Consistently provide support for department operations to ensure continuity across critical operations and proper communication lines

  • Regularly surpass monthly conversion target metrics in revenue per booking ($200) and close rate (40%)

  • Cultivate relationships with customers through personalized recommendations and exceptional service, leading to a high rate of repeat bookings and customer loyalty

2022 - 2022

FINANCIAL SERVICES COUNSELLOR

Montreat College

  • Facilitated onboarding and ongoing counsel for over 400 students regarding financial options, distribution process, federal loan procedures, eligibility requirements, and internal processes

  • Maintained up-to-date knowledge to help procure maximum aid in multiple venues for students to attend college 

  • Attended statewide conference on best practices, trends, and challenges at peer institutions in the acquiring and distribution of aid

  • 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

  • Provided outstanding service through teaching, research/creative activities, and service, resulting in 15 “exceeds expectations” on faculty evaluations and an average of 4.9/5.0 on student evaluations

  • Implemented instructional design/development skills in the creation and restructuring of 15 courses (in person/hybrid/asynchronous) using a variety of tools, resulting in adoption for core curriculum and essential studies credit for entire student population

  • Provided professional development training and support for faculty tenure process and classroom delivery and management (Digital Measures, Blackboard, video/audio tools, mobile applications)

  • Served as student advisor, providing counseling and analysis of career objectives, resulting in a retention and graduation rate of 90% 

  • Recruited students to the program through innovative strategies, targeted outreach, building and maintaining pipelines, and presenting at conferences and other significant events, with my area coming to represent a full one-fifth the department size.

  • Founded and managed T.R.U.M.P.E.T.S., an organization bringing together 7 universities and over 250 participants throughout the upper midwest to network and perform, resulting in annual events at each member institution and conference presentations in Sydney, Australia and throughout the United States

  • Authored the book “The Dauverne Collection” (published by Carl Fischer Music, Inc.), 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

  • Led over 30 committees and organizations (ex. Americation Federation of teachers VP, Executive Committee Chair, International Diversity)

  • Served as a Resident Guest Artist at 7 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 Skillset

Instructional Design Tools (Articulate Rise 360, Articulate Storyline, Canva, Adobe Captivate, PowerPoint)  |  Video/Audio (ProTools, Camtasia, Lightworks, Premiere, iMovie, Finale)  |  Mobile Applications (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, PPT, 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)

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