Customer Service Manager
Resume:
Karen Rostov Kendall *** E. Gilpin Ave., Norfolk, VA 23503
757-***-**** abnmli@r.postjobfree.com
SUMMARY OF QUALIFICATIONS:
Over 15 years experience in critical thinking and analytical reasoning as a supervisor, coordinating multiple
projects, administrative functions, customer service, and leadership skills.
EDUCATION:
Master of Public Administration Law School Credit Course Work
Old Dominion University, Norfolk, VA Western New England College School of Law,
Springfield, MA
Management Practitioner Certificate
1996 Bachelor of Science, Criminal Justice
1989
Old Dominion University, Norfolk, VA
Minors: Sociology and Political Science
Old Dominion University, Norfolk, VA
PROFESSIONAL EXPERIENCE:
Goldbelt Falcon, LLC Newport News, VA
■ Special Assistant to the President August 2008
– September 2008
■ Personnel/Purchasing/Logistics Assistant October 2008
– Present
• Arranged for the development of company online store.
• Coordinated efforts for the redesign of the web site.
• Edited and compiled draft of new employee handbooks.
• Researched commercial real estate opportunities and logistics for upcoming
move.
• Assist Logistics Manager with all coordinated efforts of successfully managing 9 remote sites for
Tethered Aerostat Radar Systems (TARS) defense contract.
• Generate Requests for Proposals, create Purchase Requisitions and develop and maintain Purchase
Order files in Program Management Office for TARS in accordance with ITT Corporation’s Purchasing
Manual.
• Track over 400 outstanding Repair and New Build orders from prior contractor, for completion and
delivery.
• Source pricing for new parts as requested and assist in tracking stock for all 9 sites.
• Receive invoices for utilities, repairs, stock and other services in a timely fashion.
• Item Unique Identifier (IUID) Program researcher, developer and trainer.
Old Dominion University Norfolk, VA
Frank Batten College of Engineering and Technology
Dean’s Office Program Manager October 2007 –
June 2008
Assistant to the Dean August 2007 –
January 2008
Maintained and scheduled the Dean’s calendar, including the coordination and planning of all aspects
•
of the Dean’s meetings and events.
Was accountable for all correspondence to and from the Dean.
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Karen Rostov Kendall 306 E. Gilpin Ave., Norfolk, VA 23503
757-***-**** abnmli@r.postjobfree.com
Published monthly online newsletter and maintained and updated the website for content.
•
Served as CGEP Program Manager; monitored and insured compliance of the program admission
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and registration procedures to include: the planning, advertising, attendance of recruitment sessions,
development of promotional material, processing applications and registration forms, handling
student problems and preparing enrollment and financial report.
Acted as liaison between students, ODU, and the college and universities within the CGEP program,
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educational centers, and industrial and military site administrative offices.
Performed as Special Events Coordinator and Donor Steward; coordinated the strategic
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promotion, marketing, organization and execution of yearly college events.
Assisted the Development Officer with donor relations, monitoring of mailings, and responding to
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inquiries.
Coordinated and arranged for event details including: site selection, parking considerations, contract
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negotiation, cost analysis, travel arrangements and catering services.
Coordinated and directed the work of volunteers and special event staff.
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Served as liaison and point of contact between the Dean’s Office and Advisory Board members in
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regard to special Board events, yearly meetings and execution of strategic goals and objectives.
Oversaw and executed College events related to Recruitment, Open Houses and Campus Visits.
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Coordinated the development and implementation of effective advertising campaigns, ensured all
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advertising efforts.
Worked towards the College’s overall goals and objectives for recruiting students.
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Coordinated and created communication programs that effectively described and promoted the
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college.
Hollins University Roanoke, VA
Office of Scholarships and Financial Assistance
Director Jan. 2007 – April 2007
Provided leadership in establishing and interpreting financial aid policies, set financial aid criteria, and
•
developed strategies to assist students and families.
Oversaw the provision of counseling for students and families to ensure that financial aid funds (in
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excess of $20 million) were distributed fairly, equitably, and in compliance with federal, state, and
budgetary guidelines.
Primary spokesperson for Hollins regarding financial aid policies both internally with students and
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families and externally for admissions recruitment purposes.
Worked closely with the Business Office to ensure proper implementation of procedures and clear
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communication efforts to ensure high quality customer service for the students.
Old Dominion University Norfolk, VA
Office of Student Financial Aid
Karen Rostov Kendall 306 E. Gilpin Ave., Norfolk, VA 23503
757-***-**** abnmli@r.postjobfree.com
University Scholarship Coordinator
September 1996 – January 2007
Enrollment Services Specialist – Financial Aid Counselor
September 1995 – September 1996
Program Support Technician – Financial Aid Intake Supervisor
December 1992 – September 1995
Facilitated a comprehensive, University-wide scholarship program totaling in excess of $6 million in
•
budgets.
Interpreted and disseminated federal regulations, state policies and institutional procedures as they
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pertained to all federal and state aid programs.
Facilitated relationships with the Admissions and Development Offices, academic areas, scholarship
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donors, trustees and students.
Promoted scholarship, scholarship processing and student aid by speaking at and participating in
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meetings, seminars, orientations and recruitment activities.
Provided frequent analysis of current scholarship programs and forecast budget plans for future
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spending.
Reviewed and edited endowment contracts for university compliance.
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Reconciled in excess of 110 fund accounts on an annual basis.
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Supervised State Classified Staff, following state-regulated procedures for evaluation.
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Managed a caseload of over 2,600 students.
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Provided high quality aid counseling service explaining aid application procedures, eligibility criteria
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and types of aid available.
Provided budget counseling to students and parents and guidance in personal budget management.
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Screened all financial aid clients to determine service needs and supervised student workers and
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counselors.
COMPUTER SKILLS:
Microsoft Office (completed Access 97 Level Microsoft Outlook
IV Training) Hummingbird's BI Query
Sungard’s BANNER Datatream’s 7i
Crystal Reports (completed 7.0 Advanced
Internet Research using several search
Training) engines
Lotus Notes Experience with SPSS
COMMUNITY SERVICE:
Congregation Beth Chaverim January 2007 to Present
Executive Women International – Hampton Roads Chapter January 2000 to May
2002
Virginia Jaycess April 1990 to November
2007
Oyster Point Mariners Lion’s Club July 2009 to Present
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