Manager Customer Service
Resume:
KATHERINE LYONS
**** ****** ******** ****, ********* 903, Columbus, Georgia 31909
*****.**********@*****.***
FOCUS OF INTEREST: PROFESSIONAL COMMUNICATIONS/WRITING
QUALIFICATIONS PROFILE
Highly creative, vision-driven, and compassionate professional, offering extensive knowledge and experience in research, editing, communication, and writing. Equally skilled in human resource administration, event planning and coordination, leadership and teaching, consultation, and organizational administration. Adept at developing and implementing communication strategies and tactical plans; with outstanding ability to create content for memos, message points, presentations, speeches, articles, and other communications. Armed with in-depth capability and passion in creating artistic page layout and design in accordance with the concept of assignment.
- Excellent and innovative writer; with solid attributes and proficiency in expressing ideas clearly, utilizing good judgment, resourcefulness, and curiosity. Known for fondness in composing news, feature stories, articles, and headlines as well as profound ideas and broad vocabulary in formulating its content.
- Articulate communicator and effective speaker; with exceptional interpersonal, liaison, facilitation, and presentation aptitudes; able to easily deal and establish rapport with individuals from different age groups and backgrounds.
- Visionary leader and competent teacher; expert at educating and motivating individuals and teams toward achievement of organizational missions, vision, and values.
- Flexible and versatile; accustomed to adjusting rapidly to new and challenging situations as well as in working well independently to meet time-sensitive deadlines within competitive environments.
RELEVANT EXPERIENCE
CHRIST COMMUNITY CHURCH, COLUMBUS, GA
LIVE Ministries Intern 2012
- Assumed full accountability in administering research and planning for meetings, preparing agenda and PowerPoint presentations, sending e-mails and e-mail blasts, communicating with volunteers through phone or social media, updating the LIVE blog (WordPress) linked to the church’s website, drafting articles for the monthly newsletter, and taking the minutes of meetings.
- Took charge of facilitating lessons at one of the largest Celebrate Recovery weekly gatherings in the country; as well as directing production for the weekly event; conducted new leader training and orientation as Celebrate Recovery Training Coach; provided training sessions for monthly leadership meetings; developed and oversaw leadership for small groups; and handled a Training Coach apprentice.
KEY HIGHLIGHTS:
- Contributed to the successful planning and implementation of multiple annual, monthly, and one-time events, as well as weekly Celebrate Recovery gatherings.
- Displayed strong leadership skills in handling a weekly class for women at church, a weekly class for women at a local shelter, and another weekly class for women at Muscogee County Jail; facilitated one-on-one mentoring and provided assistance and encouragement to disadvantaged women.
RANDSTAD (FOR MEADWESTVACO), COTTONTON, AL
Communications Coordinator 2009–2010
- Leveraged exceptional writing skills in drafting thought-provoking content, articles, and headlines.
- Worked collaboratively with the communications manager in planning and developing newsletter.
- Sustained efficient communication with employees by keeping the in-venue visual communications system, Symon Communications, updated.
- Managed the design and printing of invitations, programs, and award certificates; communication with all tenured employees and their managers/supervisors through phone for attendance confirmation; menu selection and décor; as well as set-up for events and photography.
KEY HIGHLIGHTS:
- Significantly improved the aesthetics and visual appeal of Symon Communications by adding innovative dimension of graphics and design.
- Led the creative concept development of an article called, “The Jack Stands for Safety” that was selected by the headquarters and displayed on the front page of the main MWV website; managed newsletter distribution, including printing of approximately 800 copies per week for local employees without computer access and mass email to several hundred executives.
- Helped in the successful planning and execution of the Annual Tenured Employee Banquet, a formal event for employees and executives with about 125 in attendance.
- Pioneered the “SMahrt Ideas” to allow employees to communicate and send their suggestions on workplace improvement, particularly in safety issues.
BOYS & GIRLS CLUB OF COLLIER COUNTY, NAPLES, FL
Grants Coordinator 2008–2009
- Identified foundations, government organizations, and private donors for prospective funding sources aligned with the goals and mission of the Boys & Girls Club of Collier County (BGCCC); utilized various search databases, such as the Foundation Center, Grants.gov, Do Something, the Boys & Girls Club of America, and Grant Wrangler.
- Identified and presented research to the Director of Development and the Executive Director of BGCCC for approval to move forward in response to the request for proposal.
- Demonstrated expertise in writing grant proposal; performed all research and consulting functions in cooperation with comptroller, program director, and classroom instructors.
- Managed the compilation, generation, and submission of reports to grant awarding agencies, executive director and other executives of BGCCC, as well as the Board of Directors (BOD).
- Served as the managing editor of a quarterly newsletter for the BOD as well as for all the donors.
- Exemplified keen attention to detail in composing, editing, modifying, and authorizing stories; prepared article requests to staff responsible for drafting stories.
KEY HIGHLIGHTS:
- Developed sustainable growth initiatives for the organization by successfully securing more than $725K in grant awards, including Housing and Urban Development (HUD) award for $500K; garnered commendation for outstanding performance and received a $5K raise for the HUD award.
- Strictly maintained compliance with grant contracts in documenting and auditing all awards.
- Increased BGCCC awareness in the community through creative design of public relations materials and letters to the editor of Naples Daily News.
AFLAC, COLUMBUS, GA
Human Resource Communications Analyst 2004–2006
- Conceptualized, wrote, and designed award-winning and on-brand recruiting brochures and advertisements, employee event brochures and invitations, posters, banners, billboards, and special publications in partnership with vice presidents, managers, subject-matter experts, graphic designers, and print specialists.
- Displayed superior communication skills in preparing and writing executive speeches for senior executive officers, including Dan Amos, chairman and chief executive officer of Aflac; Paul Amos II, vice president of US Operations; Audrey Tillman, executive vice president of Human Resources; and Sharon Douglas, vice president and chief people officer.
- Authored different technical and administrative books and publications, such as the employee handbook, the Seasonal Employee Handbook, the Employee Benefits Guide, human resource training manuals, project proposals, and news releases; as well as accurate and comprehensive quarterly online newsletter through imakenews.com.
- Organized and submitted all manner of internal announcements and information, which included payroll, compensation, talent acquisition, employee relations, diversity, training, and special events.
- Provided hands-on oversight to the training and development of communication assistant/interns on processes and procedures, relevant software, and best practices and methodologies.
KEY HIGHLIGHTS:
- Successfully garnered the following accolades for exemplary achievements and contributions:
- “Grand” APEX award for the 2006 Fortune Great Places to Work Application, “What Color Is Your Duck?”
- APEX award for the 2005 Employee Appreciation Week Campaign
- I.F.C.A. award for the 2005 Diversity Week Brochure
- $800 monetary award for the design of two new Aflac policy brochures for internal use during the company’s open enrollment
- Commendation from the founder of the company, Chairman Emeritus Paul Amos for excellent work on the 2005 Employee Holiday Album and the company’s year-long 50th anniversary celebration
- Mid-year raise given by the executive vice president
- Delivered strategic descriptions of employee benefits and policies, thus enabling the organization to receive numerous corporate awards, such as Fortune’s “100 Best Companies to Work For in America,” Working Mother’s “100 Best Companies for Working Mothers,” Computerworld’s “100 Best Places to Work in IT,” Training Magazine’s “Training Top 100,” and others.
- Applied key insights in the design and implementation of a LiveLink training manual with step-by-step instructions for LiveLink system operations for assigned team members.
- Substantially contributed to the facilitation of annual companywide and leadership meetings, including the annual State of the Company meeting, the annual managers meeting, the annual Retirees Breakfast, and the annual Employee Appreciation meeting for all employees at the Columbus Civic Center; served as the communications consultant in charge of print and audio-visual materials.
- Spearheaded the creative design of multiple printing and online communication pieces toward completion of large-scale projects, such as Employee Appreciation Week and Best Places to Work and Holiday events.
Editing Specialist 2002–2004
- Provided expert oversight in reviewing and proofreading draft documents and other materials/written communications, including difficult, sensitive documents such as policies, magazines, advertisements, scripts, brochures, news releases, manuals, and executive speeches and articles to adhere to specific grammatical standards.
- Assumed full responsibility for the maintenance of the department’s database of style guidelines exclusive to the company and/or individual divisions/departments.
- Collaborated closely with clients and utilized original concept or idea in drafting and redrafting documents.
- Evaluated writing samples of candidates for employment or employee promotion, including management.
KEY HIGHLIGHT:
- Received praises from the hiring manager during the interview by obtaining a perfect score on the pre-employment editing exam.
EARLIER EXPERIENCE:
Freelance Writer, COLUMBUS AND THE VALLEY MAGAZINE, PHENIX CITY, AL
Intern and Freelance Writer, THE PHENIX CITIZEN, PHENIX CITY, AL
Editor, EXPRESSIONS, AUBURN, AL Staff Reporter, THE AUBURN PLAINSMAN, AUBURN, AL
Freelance Writer, AUBURN REPORTER, AUBURN, AL Freelance Writer, AUBURN CIRCLE, AUBURN, AL
OTHER EXPERIENCE
CHATTAHOOCHEE VALLEY JAIL MINISTRIES, COLUMBUS, GA
General Education Development Instructor 2012–Present
DEPARTMENT OF DEFENSE, DEPARTMENT OF FAMILY, MORALE, WELFARE, AND RECREATION (DFMWR), FORT BENNING, GA
Administrative Assistant 2010–2011
FEDEX OFFICE, NAPLES, FL
Center Lead Consultant 2007
CABLE TV OF EAST ALABAMA, PHENIX CITY, AL
Quality Assurance Technician 2002
APPLEBEE’S, COLUMBUS, GA BAGEL BREAK, COLUMBUS, GA NOBLE ROMAN’S, SOUTH BEND, IN PAPA JOE’S, BIRMINGHAM, AL
Restaurant Manager 1988–1997 2001
EDUCATION
Auburn University, Auburn, AL - BACHELOR OF ARTS IN JOURNALISM, 2001
Academic Dean’s List (4) Graduated with Honors Arnell Academic Scholarship F.W. Bedford Academic Scholarship
PROFESSIONAL TRAINING
Customer Service - Professional Communications - Diversity at Work - Root Cause Analysis
Business Writing I, II, and III - Professional Development - Continuing Education Units in the Field of Education
Drug Education and Awareness - Workplace Safety - HIPAA and GLB
Health Insurance Association of America (HIAA): Supplemental, Fundamental A, and Fundamental B
AWARDS
AUBURN PLAINSMAN, 2 Pacemaker and 4 Story of the Week
ACTIVITIES
Volunteer and Facilitator, Highland Meals, Highland Community Church
Volunteer and Trainer, Celebrate Recovery, Christ Community Church
Volunteer, Valley Interfaith Promise, Area Churches Volunteer, Local Women’s Shelter (Name of Shelter Confidential)
Volunteer and Paid Instructor/Facilitator for Women, Muscogee County Jail
TECHNICAL SKILLS
Adobe Photoshop - InDesign - Acrobat Pro - QuarkXPress - CorelDRAW - iMakeNews ¬ - Symon Communications
OpenText - Livelink ECM - DonorPerfect - Oracle - DCPDS - SharePoint - IMETS - ARIMS
Microsoft Office Applications: Word, PowerPoint, Excel, Publisher, and Outlook Express
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