Customer Service Manager
Resume:
JOANNA CRANE
PALM BAY, FLORIDA 32907
OBJECTIVE: To obtain a position where I will be able to interact with clients and help support the
staff in implementing their ideas and expertise, utilizing my skills with the possibility for personal
growth.
EDUCATION
1995 University of Humanistic Studies, Solana Beach, California
Masters of Arts in Psychology
1993 San Jose State University, San Jose, California
Bachelors Degree in Psychology/Minor in Sociology
2005 North Carolina Real Estate Broker’s License
SKILLS
Listening and interpreting
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Positive feedback
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Organized
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Ability to prioritize
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Ability to work independently
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Computer and office equipment skills
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RELATED PROFESSIONAL EXPERIENCE
1997 2001 Psychological Counseling, Independent Contractor, Maui HI
Therapist/Crisis Worker/Case Manager for non profit agencies. Performed counseling activities
with molest/rape victims, children (and their families) with problems in school setting, part time
Child Protective Services Case Manager, Crisis intervention. Counseled and gave support to
clients and families. Maintained all client records, gave referrals to community agencies, compiled
statistics for state and non profit contracts, attended Individual Education Performance meetings
for clients, prepared correspondence to clients and agencies. Formatted and prepared spread
sheets for agency records, billing and appointment setting. Interacted with other agencies and
police department regarding client care.
• Through counseling sessions, built confidence in clients which enabled them to
be more productive in their lives. This allowed them to hold jobs and maintain
relationships.
Increased community support for clients by advocating for them.
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Achieved goals related to clients adaptation into school setting.
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Through learned skills, clients were able to utilize coping skills.
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JOANNA CRANE PAGE 2
1995 1997 Scripps Psychiatric Management, San Diego, CA
Therapist/Case Manager Facilitated group/individual sessions for severely mentally ill adults.
Responsible for writing reports, preparing treatment plans including school enrollment or job
locating for my client base, in a day treatment center.
• Some clients were able to attend college and/or hold part time jobs as a direct
result of counseling and everyday living skills training.
OTHER PROFESSIONAL EXPERIENCE
2007 2009 Old Navy
Service and Training Manager Responsible for customer service, orientation, training, motivating
associates, customer feedback and handling complaints from customers. Generate spread
sheets to track associates performance and other related information. Open and close store
including cash handling duties.
• Motivate associates through example, guidance and positive reinforcement.
• Assist with visual displays.
• Provide excellence in Customer Service.
2006 2007 SteinMart
Department Lead Responsible for sales, stocking, scheduling, managing sales associates and
setting up displays in linen and gift departments.
• Employee of the Month Award.
• Excellence in Customer Service Award through the Mystery Shopper Program.
• Motivated associates through positive reinforcement.
2004 2006 Allen Tate Real Estate
Office Administrator Supervised agents regarding documents required by the state and local real
estate board. Maintained the office and provided all clerical functions for 30 real estate agents.
• Maintained agents/ broker’s licenses by monitoring contracts utilizing state guidelines.
• Assisted in increasing agent work force from 11 to 30 agents, which included processing
all their paperwork for the state and the corporation.
Each month, reviewed approximately 150 or more files (contracts etc.) which
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assisted the branch in reaching their internal goals set by the corporation.
2003 2004 SteinMart
Area Manager Supervised 9 employees and was responsible for managing three departments
including schedules, sales, stocking, and visual presentations. Responsible for opening and
closing the store/cash handling.
• Received Employee of the Month Award.
• Met sales goals for the department.
1993 1995 University for Humanistic Studies
Administrative Assistant All clerical tasks which included answering phones, scheduling
appointments for University applicants, spread sheets, word processing class
schedules/University catalog of classes.
References upon request
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