PATRICIA P. FRESHOUR
2605 Vega Court  Raleigh, NC 27614
(919) 741-2191  p.freshour@gmail.com
PROFESSIONAL PROFILE
Extensive background in the areas of training including development and delivery of training programs,
development of staffing capabilities, curriculum development and skills assessments based on company
requirements.
Background in professional development practices including the creation of policies and procedures to
determine needs to build skills within the existing staff or restructure organizational components to meet
project or company needs. Responsible for creating and directing the competency programs and analysis
for the company.
Experienced in in many aspects of staffing including interviewing, new hire training, data collection for
employee performance. This experience also includes the evaluation of organizational resources to
ensure optimal resource allocation.
EXPERIENCE AND ACCOMPLISHMENTS:
Created, developed, and delivered end user training for employees. Managed New Product Orientation for
Sales Consultants, Technical Consultants and Project Managers for Aspect Communications. Designed and
delivered Mentoring program for employees.
Background also includes CRM Consulting and Operations Management for Lucent Technologies. Created
Vantive Customer Relationship Management (CRM) user documentation while reviewing development of
specific software requirements. Designed customer skills assessment for CRM requirements. Developed
and delivered customer CRM end-user training
Served in the U.S. AIR FORCE as an imagery analyst and training instructor. Held a TS/SCI clearance
from 1988 - 1994.
PROFESSIONAL EXPERIENCE
Meeting Manager / Senior Conference Coordinator
Verizon Enterprise - Cary, NC 2014 - Present
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Single point of contact within Operations for customers
Work with customers to ensure all conference call features and products have
been set up per customers’ satisfaction
Assemble and oversee a designated team of skilled professionals to support
conference calls
Provide audio support for video calls
Interact with multiple departments, including Sales, Customer Relations,
Scheduling, Reservations, to ensure the success of the conference calls
Conduct post conference follow up meetings for investor relations calls
Responsible for 450+ customer conference calls monthly
Troubleshoot potential difficulties and/or contact resources for assistance
Facilitate conference calls for customers
Communicate directly with small, medium and large business and government
agency customers
Accept and establish conference call reservations
Greet and/or place meeting attendees in the appropriate conferences
Facilitate conferences for high level customers
Tax Analyst
QBE First - Raleigh, NC 2013 - 2014
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Performed in-depth research necessary to resolve record discrepancies
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Disbursed funds to tax collectors for the payment of taxes
PATRICIA P. FRESHOUR
2605 Vega Court  Raleigh, NC 27614
(919) 741-2191  p.freshour@gmail.com
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Updated multiple systems for tax record retention
Responded to clients’ questions and concerns
Processed daily work flow and evaluated daily workload
Met established productivity/quality standards
Ensured accuracy of information in the system
Performed other tasks as required
Transitioned from contract to permanent position (Additional Staffing)
Accounting Clerk (Contract – completed)
Accountemps - Raleigh, NC 2012-2013
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Reviewed invoices and check requests
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Sorted and matched invoices and check requests
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Prepared and processed accounts payable checks and ACH payments
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Reconciled payments and bank statements
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Maintained accounts payable vendor files
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Verified accounts by reconciling statements and transactions
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Posted customer payments by recording cash, checks, and credit card transactions
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Maintained accounts receivable customer files
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Assisted in month end closing
Volunteer Accountant –Non Profit Organizations
Boy Scouts / Girl Scouts - Wake Forest, NC 2009 - 2013
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Treasurer for cub scout pack and girl scout troop
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Maintained accounts receivable and accounts payable records and general ledger
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Performed annual financial audit for girl scout troop
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Completed end-of-year financial reports
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Participated in the recruitment of cub scouts and girl scouts for troops
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Worked with scout parents on scout rank advancement records
 Managed sales and fundraising
 Updated membership and collected scout dues
Personal Tax Preparer
Volunteer - Wake Forest, NC 2003 – 2006 and 2010 - 2014
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Prepared individual federal income tax returns
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Prepared individual state income tax returns
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Researched tax questions
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Reviewed tax documentation
Crew Leader / Interviewer (Completed Contract)
U.S. Department of Commerce – Charlotte, NC 2010 - 2011
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Handled new hire orientation for temporary Census employees
Trained temporary employees on security protocols and non-disclosure
requirements and ensured requirements clearly understood by employees
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Trained employees (enumerators) on the procedures of collecting data and field
techniques
Conducted observations of enumerators to ensure proper field techniques were
being followed
Conducted interviews with North Carolina residents for data collection
Ensured collected data was accurate
Supervised six employees
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Tax Preparer (Seasonal)
Liberty Tax - Wake Forest, NC 2009 - 2010
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Prepared individual and corporate federal and state tax returns
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Processed tax returns to ensure error free
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Transmitted processed tax returns to the Internal Revenue Service
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Served as client contact with regard to tax questions
PATRICIA P. FRESHOUR
2605 Vega Court  Raleigh, NC 27614
(919) 741-2191  p.freshour@gmail.com
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Printed and distributed client tax return checks
Handled marketing activities for company
Continuing Education in Accounting 2009 - 2010
Client Account Manager
FileONE, Inc. – Cary NC 2008 - 2009
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Managed multiple client accounts for company
Reviewed and updated monthly client financial statements
Audited client spreadsheets for a previous five year period for accuracy
Created and delivered monthly client invoices
Served as client contact for escalated issues concerning ongoing support services
Directed weekly meetings with clients to determine needs, priorities, and
requirements
Created and delivered Statements of Work to clients for application modifications
Software Project Manager
Peopleclick - Raleigh, NC 2007 - 2008
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Interfaced with various internal technical departments to ensure timely completion
of all tasks pertaining to my projects
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Prepared updates and facilitated weekly project meetings
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Maintained master project plan and monitored progress to ensure deadlines were
met
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Worked closely with clients to ensure requirements gathering were successfully
completed to the clients’ satisfaction
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Ensured the requirements were defined, actionable, and technically sound
throughout lifecycle of project
Project Manager / Project Coordinator (Contract Completed)
Manpower Professional - Raleigh, NC 2006 - 2007
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Tracked and reported status, costs, issues, risks, and action items for the projects
Reviewed requirements and specifications for accuracy
Researched and created an extensive contact list for all needs of the projects
Facilitated project meetings with internal and external team members
Performed customer account research and analysis
Interfaced with customers on a daily basis to ensure customer satisfaction
Prepared weekly project updates
Maintained and updated customer information spreadsheet
Lead IT Project Manager
Qwest Communications – Denver, CO 2001 - 2003
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Handled the development and implementation of Qwest Communication services
products and programs, including management and monitoring of Unit Acceptance
Testing (UAT)
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Provided technical expertise to Resource Management for staffing requirements
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Created and directed the competency programs and analysis for the company
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Worked with multiple development teams
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Worked closely with developers, architects, and product line leaders across the IT
departments with responsibility for providing overall business level analysis for IT
initiatives
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Created skills assessment processes to integrate schedules between IT project
teams and any other organization in which there was a dependent relationship
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Tracked and reported status, costs, issues, risks, and action items for the IT
program
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Managed budgets and schedules for the program’s team members
PATRICIA P. FRESHOUR
2605 Vega Court  Raleigh, NC 27614
(919) 741-2191  p.freshour@gmail.com
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Proactively determined ways that systems could improve/transform business
execution
Ensured the requirements were defined, actionable, and technically sound
throughout lifecycle
Program Manager
Aspect Communications - Highlands Ranch, CO 2000 - 2001
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Involved in all aspects of business planning to include budgets, Return on
Investments (ROI), and cost benefit analysis
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Created and directed the competency programs and analysis for the company
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Responsible for the development of expertise and the core competencies in
technologies and services
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Worked with Resource Management to determine staffing requirements
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Managed New Product Orientation for Sales Consultants, Technical Consultants
and Project Managers
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Designed and developed curriculum maps for Aspect employees
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Created and delivered consulting skills training for new employees
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Created training manual and delivered telecommuting training for new employees
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Designed and developed employee Mentor Program
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Developed business plan for high speed VPN connection for telecommuters
Product Manager / Service Support Manager
Lucent Technologies – Englewood, CO 1997 - 2000
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Managed product lifecycle for new wireless products and developed business cases
and marketing road maps for potential future wireless products
Published operational readiness reports for the sales and marketing organizations
Handled the development and implementation of product programs, including
management and monitoring of Unit Acceptance Testing (UAT)
Developed and produced training video for the DEFINITY Wireless Business phone
system
Created Vantive Customer Relationship Management (CRM) user documentation
while reviewing development of specific software requirements
Designed customer skills assessment for CRM requirements
Developed and delivered customer CRM end-user training
Coordinated and managed the development of curriculum plans for employee
career enhancement
Worked on CRM methodologies and procedures
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MILITARY
Imagery Analyst, Technical Instructor, Mission Planner/Project Manager
United States Air Force / Honorable Discharge 1987 - 1994
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Planned and project managed reconnaissance missions for joint Air Force and
Army missions
Designed and developed presentations for the Air Force Chief of staff
Created and maintained databases for the imagery reconnaissance objectives
Managed and tracked missions remotely to ensure objectives were met
Created and delivered after action reports detailing the success/failure of each
mission
Responsible for the collection and operations planning of the Tactical
Reconnaissance System to include formal presentations and knowledge transfers
Developed and maintained lesson plans, information appraisals, and visual aids for
classroom instruction
Created and delivered training to Air Force and Marine Personnel on aircraft
identification and reconnaissance systems
Held a Top Secret/SCI security clearance
PATRICIA P. FRESHOUR
2605 Vega Court  Raleigh, NC 27614
(919) 741-2191  p.freshour@gmail.com
AWARDS
Received an Air Force Commendation Medal, three Air Force Achievement Medals, two
Air Force Good Conduct Medals, a National Defense Service Medal for being a member
of the Armed Forces during Operation Desert Shield and Desert Storm, and won the
John Levitow Award for honor graduate in the Noncommissioned Officer Preparatory
School.
EDUCATION
M.S. Accountancy
University of Phoenix
M.A. Computer Resources and Information Management
Webster University
B.S. Management/Human Resources
Park University
Six Sigma (Black Belt)
Villanova University