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Customer Service Manager

Location:
Patterson, CA, 95363
Posted:
September 04, 2010

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Resume:

Jennifer Hawkins

**** *** **** ****, *********, CA 95363

408-***-****/ablhi7@r.postjobfree.com

HIGHLIGHTS OF QUALIFICATIONS

Experienced professional offering expertise in program and operations

management, education, and leadership development. Proven experience in

employee recruitment and retention, leadership/management,

academic/professional coaching/advising, and working with a diverse

population. Skills also include the ability to multi-task, excellent

written and verbal communications, comfortable working in a fast-paced

environment (independently and in a team environment), strong presentation

skills, and have worked with and built relationships with all levels of

professionals in a variety of fields (e.g., Energy, Technology, Sales, Data

Storage, Consumer Products, Retail, Financial Services, Health Care,

Education and University Officials).

PROFESSIONAL STRENGTHS & EXPERTISE

LEADERSHIP DEVELOPMENT Strong Facilitator Interpersonal Savvy

Training & Development /Presentation Skills Event Planning & Execution

College/University/Diversity Retention & Succession Planning Detail Oriented

Recruitment Strong Organizational Skills

Sales & Customer Service Coaching & Advising

Program Management

Professional Experience

Vanguard College Preparatory Academy (an Aspire Public School) - Empire, CA

2009-Present

Director, After School Program (60%), Learning Center Coordinator (15%),

Educator (25%)

Program creation and management. Created and built a safe, academically

enriching, and productive afterschool program for middle school students

(grades 6-9). Recruited, trained and manage a team of professionals

ensuring compliance with human resources policies/procedures - five after

school educators to provide support to students in language arts, math,

homework, and science, as well as to provide all students with enrichment

activities in art, recreation, culture, and social prevention.

Key Achievements:

* Increased afterschool program enrollment from 60 students in August

2009 to 110 students.

* Improved student grades due to tutoring and homework assistance via

the after school program and the learning center.

* Operating on a limited budget - after school program was currently

funded through the school's general budget during 2009; have written

and applied for grants to assist in our decreasing budget for the

after school program.

* Created and managed the after school program policies in procedures

(parent handbook, registration forms, behavior management, etc.)

* Produced the school's first student newsletter via the journalism

class.

* Shaped a learning center environment and manage the day to day

operation of the center and is an integral part of the planning and

evaluation processes.

* Facilitated academic instruction to: 8th Graders via Computer Skills

Class; 6th-8th Graders via Journalism Class; and 8th Grade Females via

Advisory.

* Council Member, Community Council Fundraising Committee (since August

2009)

* Member, Vanguard College Preparatory Academy's Leadership Team (since

August 2009)

* Member, Vanguard College Preparatory Academy's Response to

Intervention Team (since August 2009)

INROADS/Northern California, Inc. - Oakland, CA 2001-2009

Client Manager

2005-2009

Led training and development efforts for the Pacific Northwestern Region to

include being a member of the INROADS National Curriculum and Training &

Development Support Team; recruited and provided talent to fill internship

requisitions - to include interviewing, preparing, coaching and tracking

candidates through the INROADS/Corporate Sponsor hiring process to increase

appropriate student to company match; identified creative ways to reduce

costs and expand sponsorship levels with corporate sponsors; managed

various technical, retail, consumer product, healthcare, and financial

sponsoring companies throughout the Pacific Northwestern Region (Northern

California, Puget Sound, and Oregon) - continued

Jennifer Hawkins

Page 2

Client Manager continued - delivered INROADS sales presentations to

interested corporate professionals, as well as actively built and

maintained corporate and university contacts/relationships; provided

excellent customer service to existing clients (corporate/interns);

Administered career related professional development/leadership seminars

for over 150 college students and 35 corporate partners.

Key Achievements:

* Selected by leadership to manage the Oakland site office operations

to include four employees (2005-2009).

* Provided academic/professional guidance to a diverse group of high

school and college students seeking to ascend the ladder of

corporate/professional/academic success.

* Provided excellent customer service to existing clients

(corporate/interns), recruit and provide talent to fill internship

requisitions - includes interviewing and tracking candidates

through the INROADS/Corporate Sponsor hiring process.

* South Bay and Central Valley college/university recruiter (San

Jose State University, Stanford University, Santa Clara

University, UC Merced, and CSU Stanislaus - not limited to)

from 2001-2006.

* Managed intern, corporate, and new INROADS employee training

and development.

* Member of the INROADS National Training Support Team - evaluate

and improve upon intern training and development curriculum

2008-present.

* Coordinated and facilitated monthly developmental workshops for

college students.

* Planned and implemented seasonal community service events to take

place 2-3 times a year for intern/corporate clients - Toy Drive,

Book/Backpack/School Supplies Drive, Second Harvest Food Bank, AIDS

Walk, Beach Clean-ups, and Graffiti Clean-up (2001-2009).

* Managed 10+ Corporate Sponsors to include (T-Mobile, Hitachi

Data Systems, Cintas, Anixter, IBM, Nortel, AT&T, Deloitte

Consulting, & Kaiser Permanente, etc.).

* Lead national relationship between INROADS and Nortel to build

upon and strengthen the relationship as well as to

strategically grow internship opportunities in select areas.

* Established relationships and new business in 2008 with the

following companies: Anixter, EDS, Nortel, Integrated Archive

Systems, Seagate, and T-Mobile.

* 2008 overall outcome: Top 30/Emerging & Regional Accounts goal 47

vs 58 filled (exceeded goal).

Professional Development Specialist 2001-2005

Responsible for the development of the intern management strategy for the

Northern California affiliate. Managed approximately 45+ intern clients

and 7+ corporate clients on a year-round basis. Built relationships with a

diverse intern group and corporate clients that will enhance their INROADS

experience. Coached, advised and mentored interns regarding their

professional, personal, and academic needs and goals, as well as to ensure

that corporate client needs were being met thereby increasing sponsor

satisfaction, retention, and growth of new and existing accounts;

established key relationships with minority organizations, career

development centers and university officials to recruit, source and develop

college students for over 200 competitive internship opportunities, South

Bay and Central Valley college/university lead recruiter (San Jose State

University, Stanford University, Santa Clara University, UC Merced - not

limited to).

Key Achievements:

* Developed an effective coaching and advising/recruiting system amongst

college campuses and staff.

* Maintained over 80% intern and corporate retention over the past four

years (2001-2005).

EDUCATION

Bachelor of Arts Degree in Early Childhood Education (Child Development)

San Jose State University, August 1999

TECHNICAL SKILLS

Expert: MS PowerPoint, MS Word, Lotus Notes, Outlook

Proficient: MS Access, MS Project, MS Excel, MS Publisher, Siebel (I360)

Customer Relations

Management Database System



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