1. Steven Lakes
(859) 866-4465
2916 Park Street
Burlington, KY 41005 stelakes@yahoo.com
OBJECTIVE: TO PROCUREA POSITIONWITH STABILITYAND UPWARD MOBILITYWHERE I
CAN UTILIZE MYPAST WORK EXPERIENCE AND EDUCATIONTO MAKE THE COMPANYMORE
SUCCESSFUL.
EDUCATION
Master ofArts: English
Eastern Kentucky University, Richmond KY
Bachelor ofArts: English
Eastern Kentucky University, Richmond, KY
PROFESSIONAL EXPERIENCE
Sears Credit Specialist- Citi, Florence, Ky
Operational Highlights
 Inbound call representative
 Responsible for reviewing credit applications and determining if credit could be allowed based on
information provided
 Spoke directly with customers to correct information provided on applications
 Dealt with adverse customer calls
 Provided accurate information to customers regarding the status of their accounts
 Toggled back and forth between multiple screens to synchronize the workflow process and get the most
accurate information
 Ensured a positive customer experience
 Trained to provide customers with credit line increases for upon request
 Worked within a fast paced team environment to ensure that service level agreements were met
Adjunct Professor: Beckfield College, Florence, KY 04/2004 – 06/2015
Operational Highlights
 Instructor for various general education programs, specifically English 111 & 112
 Schedule and post office hours to provide academic support to students, tutor if necessary, and provide
other assistance as needed
 Start classes on time, conduct classes for the full time period, and enforce campus administrative policies
 Responsible for preparing course material, including syllabus, and other instructional materials to enhance
the students’ needs
 Utilize a variety of teaching styles and methods to accommodate diverse learning styles of students
 Complete and directed all end of term responsibilities, including submission of final grades, copies of
exams, attendance records, and all other designed materials to the Academic Office
 Ensure all educational activities were conducted in a legal and ethical manner
 Delivers learning-centered instruction by establishing a classroom environment conducive to learning and
student involvement as well as effectively planning and preparing for classes and student success

2. STEVEN LAKES Page 2
 Contribute to a learning culture by participating on curriculum and system task forces, supporting local
campus events such as orientation and graduation, and participating in various workshops and meetings
 Enables the achievement of pre-describe exit competencies for student achievement and evaluation of
learning by providing instruction with fosters competencies and establish student performance criteria and
evaluation
Dean of Academic Affairs: Beckfield College, Florence, KY 04/2011-03/2015
Operational Highlights
 Working closely with the Campus Director, contribute to and implement the Institutional Vision of the
College, and insure that the Educational Philosophy is executed
 Developed courses to teach online including English Composition I & II, Critical Thinking and
subsequently taught the courses
 Instructor for various general education programs, specifically English 111 & 112
 Lead the institutional Effectiveness Planning
 Guide the Student Success Committee for overall improvement of persistence
 Discuss new developments and trends and to obtain feedback on curriculum effects
 Partnership with the President, assist with general compliance of the institutes educational practices with
national, state and regional regulations
 Coordinate with the Director of Admissions to set and maintain Admission standards and the process
 Supervise, develop, and evaluate all Deans, Faculty, and Librarian
 Guide the Educational Managers in hiring and developing faculty and staff members
 Continually improve the faculty and educational staff orientation, training, and development activities to
promote a culture of learning
 Establish priorities and plans for program development, faculty recruitment and development
 Work with Deans to evaluate faculty, assess classroom effectiveness, and correct observed deficiencies
through training, counseling, or disciplinary action
Customer Service Specialist: Fidelity Investments,Taylor Mill, KY 03/1998-04/2011
Operational Highlights
 Responsible for managing volume for one of the OSG processing teams
 Evaluate daily assignments and send correspondences to management
 Identified resources on the floor to help ensure that items were processed in a timely manner
 Trained new associates when there was a need
 Interact with management staff daily to devise strategies and help manage income volume for our team
 Responsible for facilitating new classes
 Developed classroom curriculum and instructed on new account set up, money line, trading authority and other
OSG line items
 Coordinated meetings with trainers from the L&C group
 Promoted to Senior Customer Service Associate
 Training Liaison
 Verified the work of peers,and implemented a new process to aid in better quality for shareowners
 Navigated back and forth between difference screens to ensure that data was accurate and complete

3. STEVEN LAKES Page 3
Adjunct Instructor:Northern Kentucky University 08/1997-12/1997
 Instructed two English 101 courses and a developmental English course
 Developed curriculum to help students improve writing proficiency
 Facilitated student comprehension of English grammar usage
 Instructed students in research techniques and source documentation for essays
 Tutor students as needed to enhance their life skills
 Assist in delivery and maintenance of English coursework, including the development and preparation of
course and assessment materials
REFERENCES AVAILABLE UPON REQUEST