Customer Service High School

Brooke Daniel

**** ******** ****, *** *** ( Columbus, GA 31909 (

****************@***.*** 762-***-****

Career achievements

IMPACT

. Generated additional revenue by building rapport in community,

identifying and attracting new business development opportunities.

. Successfully launched crucial new Visitation Program, strategically

developing effective structure and parameters for program after extensive

research.

. Improved profitability, productivity, and performance by streamlining

accounting and billing processes and activities in a more efficient

manner.

. Enhanced organization's functionality through team building and staff

development.

. Delivered strong and consistent revenue results through expertise in

leadership, operations, staff training, budget management, and meaningful

business relationships.

Leadership

. Managed all aspects of operations, providing direction and guidance of

entire staff at Child Advocacy Center, leading team to attain or surpass

strategic initiatives.

. Trained and developed staff, implementing cross-training to facilitate

staffing while promoting teamwork.

. Advanced strategic initiatives through compelling staff training and

development and performance-driven implementation.

. Directed and trained employees, coordinating strengths with job needs,

emphasizing and modeling teamwork and effective performance.

. Chaired monthly Multi-disciplinary Team meeting, focused on in-depth

discussion of current cases of child abuse, promoting cross-functional

and inter-departmental approaches.

. Served on Nominations Committee of the Columbus Family Connection to

select qualified Board Members and Officers.

Liaise

. Effectively served as agency representative at sponsored meetings with

diverse stakeholders as well as providing community outreach to enhance

awareness and educational activities.

. Coordinated services for all agencies, effectively interfacing with local

Judicial circuit to facilitate vital inter-departmental approach.

. Engaged in monthly Child Fatality Review meetings to address current

cases and develop strategic approaches.

Acclaim

. Received 15 Minutes of Fame recognition at TSYS, nation's largest

processor of merchant acquirers and bank credit card issuers.

. Designated Leader of Business Continuity Plan based on demonstrated

leadership, organizational skills, and past performance.

. Consistently recognized as a team leader, designated to train and guide

other staff members.

. Quickly promoted from Post Closer to Closer for meritorious performance,

expeditious and thorough processing of documents.

. Distinguished by manager as only agent able to successfully monitor and

complete 100% of caseload.

. Earned Team Member of the Month Award twice due to increased revenue

generation and exceptional rapport building among clients.

. Recognized by colleagues on company website as Star Employee of the

Month.

Performance

. Provided comprehensive operations management, including executing all

program functions within budgetary constraints.

. Proactively identified and secured new revenue streams as well as

preparing grant proposals to potential funders, including the United Way,

VOCA, CACGA, and PSSF.

. Facilitated case management process for all Children's Advocacy Center

programs, advancing vital Mission and Vision of organization.

. Played pivotal role in conversion from manual to automated operations

used to reconcile accounts.

. Managed multiple financial and administrative duties, including

coordinating with external auditors; conducting weekly calls with

clients; and serving as an inter-departmental liaison.

. Investigated and prepared cases to be referred for court action, locating

absent parents via postal letters; obtaining employment verification

letters; conducting computer inquiries and telephone interactions;

scheduling paternity testing; negotiating settlement with absent parent;

and testifying in court as necessary.

. Effectively managed multiple priority projects concurrently, achieving or

exceeding expectations, while adhering to strict guidelines, budgets, and

timeframes in challenging, fast-paced environments.

. Analyzed incoming consumer data on a regular basis, looking for trend

information, submitting daily consumer inquiry reports to the

organization. Developed and prepared response rates and monthly reports.

. Monitored and participated in social media outlets and communicated with

the consumer in the realm of social media to keep informed of news

regarding the company on the web.

Core Competencies

. Ability to assess organizational needs, responding fluidly to evolving

situations with resolution options to create positive outcomes and

changes.

. Exceptional ability to elicit confidence and build rapport with

incomparable leadership skills.

. Versatile and accomplished professional with strong analytical and

quantitative reasoning skills.

. Ability to conceive and market innovative ideas and solutions with

excellent attention to detail from conception to actualization.

. Excellent organization and strategic planning skills: setting and

attaining goals; managing time commitments through proper planning and

delegation; directing workflow; and maintaining work schedules.

. Contributed to success of cross-functional teams, collaborating to

develop better processes.

. Excellent qualifications in accounting, with comprehensive knowledge of

analysis, organizational development, team building and project

execution.

. Thorough understanding of the vital role of the accounting department and

its importance in the overall success of an organization.

. Exceptional verbal, written, and interpersonal communication skills with

strong presentation and negotiation capabilities; interfacing effectively

with all levels of staff and management in a manner that promotes team

building while developing a sense of cooperation.

. Extensive experience in accounting, including journal entry,

reconciliations, and general ledgers.

Customer Service

. Conducted in-depth interviews with clients to ensure proper case

progression, demonstrating excellent customer service and interpersonal

communications skills.

. Resolved problems and customers' issues, applying excellent problem

solving and customer service skills.

. Provided exceptional customer service, combining professionalism and

product/service knowledge with highly effective communication and

interpersonal skills.

. Initiated effective and professional resolution of consumer inquiries.

. Excellent ability to employ tact and judgment in communicating with

consumers and making decisions on appropriate resolution.

Professional Experience

CONSUMER AFFAIRS ANALYST

cott beverages November 2011 - December 2012

Columbus, GA

PROGRAM COORDINATOR

Children's Tree House

April 2010 - November 2011

Columbus, GA

Accounting Associate March 2008 -- April 2010

TSYS Columbus, GA

Child Support Establishment Agent January 2007-- March 2008

Office of Child Support Services Columbus, GA

Paralegal

Closer

Post Closer January 2006 -- January 2007

Hudson Law Offices, LLC Columbus, GA

Education And Training

BACHELOR OF SCIENCE DEGREE: PSYCHOLOGY

Minor: Biology 2005

Columbus State University Columbus, GA

? Dean's List ? Tri Beta Honor Society

? Who's Who Among American College Students ? National Honor Roll

high school diploma 1997

Taylor county high school Butler, GA

? College Preparatory Curriculum

academic training & accomplishments

. Forensic Interviewer, Finding Words Georgia, Georgia Public Safety

Training Center, Forsyth, GA, 2010

professional & civic associations

. VOLUNTEER, VICTIM WITNESS ADVOCACY, COLUMBUS, GA, 2011

. Volunteer, PAWS, Columbus, GA, 2010

. Volunteer, Oak Manor Nursing Home, Columbus, GA, 2002-2003

. Volunteer Candy Striper, Spalding Regional Medical Center, Griffin, GA,

1993-1995

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