1. Skills Summary:
 15+ years experience in developing and implementing training programs for constantly changing business needs
 Knowledge in all Project Management process areas as well as Project Management knowledge areas, MSOffice and Project proficient
 Experience in evaluating, auditing, and briefing statisticalreports and adjusting necessary systems to better customer procedures
 Excellent interpersonal, organizational, project management, verbal and written skills
 Currently pursuing Project Management certification
 Proficient in Microsoft Suite: MSProject, Excel, PowerPoint, MSWord, Access
Employment History:
Frederick County Public Schools, Substitute Teacher 2013 – Present
 Apply aprogram of study prescribed in the lesson plans left by the classroom teacher.
 Create a classroom environment that is conducive to learning and appropriateto thematurity and interests of the students.
 Guides the learning process toward the achievement of curriculum goals and objectives as indicated in the lesson plans, units,
or projects assigned.
 Employ instructional methods and materials that are most appropriate for meeting lesson objectives.
Goodwill Industries of Monacacy Valley, Store Manager 2014 – 2015
 Staffed, scheduled and managed 20 employees
 Ensured compliance to customer service standards, and in-storepolicies and procedures
 Evaluated, monitored and translated sales and statisticalaudit reports.
 Over saw crisis management
 Coordinate training workshops for company sales objectives and marketing strategies
 Actively, and competitively achieved stores production figures
 Assisted in strategic and annual Profit and Loss planning
Chase Bank, Customer Service Specialist 2011 – 2013
 Provided customer assistance through strategic planning of foreclosure alternatives
 Evaluated, audited, and translated daily statistical reports to recognize and forecast departmental trends
 Complied with Office of the Comptroller of theCurrency regulations through accurate call handling
 Monitored personalproductivity metrics
 Utilized problem-solving skills with customer who conveyed escalated concerns
 Coordinated communication across departments to assist in the decision process of customer files
 Communicated complex ideas clearly and efficiently to clients and coordinating deportments regarding terms and conditions
for foreclosure alternative contracts
Colonial Medical Supplies, Client Services Project Manager 2010 – 2011
 Staffed, scheduled, and managed 4 – 8 employees
 Modeled and upheld organizations customer service standards across a multi-site organization
 Composed and prepared educational material and training sessions for new hires, as well as on-going education for tenured staff
 Performed file maintenance for Medicare compliance regarding customer service and billing documentation
 Served as project lead on projects which resulted in higher client service standards as well as probability improvement
 Gathered project requirements, established project deadlines, monitored progress, facilitated status meetings which identified
deliverables
Pier 1 Import, Store Manager 2000 – 2009
 Staffed, scheduled and managed 12 – 25 employees within a multi-site World Class organization
 Modeled and upheld customer service standards, and in-store policies and procedures
 Evaluated, monitored and translated statistical sales and audit reports.
 Guided progress through on-site crisis management regarding all risks
 Coordinated training workshops for company sales objectives and marketing strategies
 Partnered with Management team to define communication and merchandising strategies for sales promotions
 Ensured that merchandising strategies and training programs are aligned with thePier 1 brand and business strategy
 Designed and planned visual layouts to support sales events
 Procured all goods and services to ensure proper operationaleffectiveness
Education
Walden University, Minneapolis, MN
Masters of Science in Project Management
Graduated April2014
Overall GPA: 4.0
ADOA Experts, Inc.
Contracting Officer Representative (COR) II Certified
Completed: February 28, 2015
University of Central Florida, Orlando, FL
Bachelors of Arts in Psychology
Graduated: December 2002
Overall GPA: 3.0
4904 Whitney Terrace
Frederick, MD 21703
321.745.9397
akatisha@gmail.com
Tisha Gonzalez