Customer Service Manager
Resume:
Sara Haynes
Email: *********@********.***
Address: **** ******* ***
City: Dickinson
State: TX
Zip: 77539
Country: USA
Phone: 713-***-****
Skill Level: Management
Salary Range: $80,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
SARA McGaughran HAYNES
5066 Winding Way Dickinson TX 77539
713-***-**** *********@********.***
Dynamic manager with superb organizational, operational, customer service, business development and marketing skills that have yielded exceptional results for program development and expansion. Committed and compassionate administrator; successful in establishing partnerships with key stakeholders and industry-leading organizations and institutions. Effective communicator who is comfortable in public speaking, managing workshops, attending health fairs, and planning programs that can help overcome community challenges. Dedicated leader who is able to implement process improvements and streamline workflow to increase productivity and efficiency. Superb communication, interpersonal and problem solving skills with the ability to excel in challenging and deadline-driven environments.
Community Relations Strategic Planning Team Leadership
Motivation Recruiting Budgeting Financial Analysis Restructuring
Process Improvement
Business Development Client Relations Presentations
Event Planning Customer Service Procurement / Purchasing
Vendor Relations Ops Management Expert knowledge of volunteer dynamics
PROFESSIONAL EXPERIENCE
SCI DIGNITY MEMORIAL FOREST PARK EAST CEMETERY AND FUNERAL HOME, September 17, 2012 to present:
Family Service Counselor - In this position I am actively participating in Arrangement Conferences, which are meetings between funeral directors, and/or family service counselors and the client family for the discussion of funeral and/or cemetery arrangements. This can be done on an -At Need- or -Pre Need- basis, and both are components of a Family Service Counselors` responsibilities. An -At Need- Funeral of cemetery arrangement is made at the time of death. At need sales can include interment rights (land spaces, mausoleum or lawn crypts, niches or urn spaces), and merchandise such as bronze or granite markers, granite bases, vaults, monuments and vases; and services - making arrangements for funeral services and visitations and graveside services, flowers, catering and any special events.
-Pre-need- sales are all sales made in advance of death. All sales contracts not specified, as at-need sales are considered pre-need. Prospecting is the first step of the sales process. It requires us to think about prospecting all the time; to have a sense of urgency (but not emergency) of what needs to be done on a daily basis to become a top prospector and a top producer. The Pre-Planning Presentation is practiced and delivered within the concept of further protecting one`s family; the idea that funding your own arrangement is a sound logical choice. Historically, final arrangement costs have risen. However, planning and funding now can secure the future.
We make the point that those who choose to do nothing leave their families to face difficult decisions at the time of their death. For example, a woman who has just lost her husband and has not had the benefit of pre-planning will be responsible for all of the details - from the grave space to the casket to the service itself. All of these decisions come crashing in on her at this very difficult time.
The job of a Family Service Counselor is to make people aware that pre-planning is a better alternative.
UNIVERSITY OF TEXAS MEDICAL BRANCH AT GALVESTON February 7, 2012 to May 21, 2012:
Coordinator of Pink Ribbons Grant and scheduler of Mobile Mammography Van for D`Feet Breast Cancer Organization and BCCS (Breast and Cervical Cancer System) for Galveston County Health District. I accepted this position at a substantial reduction in salary because my interest at this time in my life was to help others and this motivated me more than making money. My responsibilities included overseeing the scheduling of underserved and uninsured women in Galveston County for their annual mammograms. We were given a grant by the Pink Ribbons Project to fund us for a six-month period to lower the -No-Show- rate from an average of 30% to 5%. To do this
Sara Haynes - Page 2 *********@********.***
I was required to put together a variety of educational sessions called -Project Mind Body Spirit- events conducted in a grass-roots manner of going to the area where our patients lived to procure space within which to hold monthly events. I also assembled -gift bags- that contained Breast Cancer Educational material, such as a -Shower Card for self examination- and a DVD by Dr. Jenny Bennett called -Take 30 to Save Your Life-, and other inexpensive gifts such as shampoo, body lotion, perfume samples, etc. In addition, I worked with HEB, Wal-Mart and Kroger to acquire $15 gift cards that we were mandated to call -Transportation Vouchers- to reimburse patients for their transportation, even though we privately told each client that the could use the card for groceries, if they wanted to. We were permitted only to contact these patients on the day of their appointment to encourage attendance, but with a combination of describing incentives and upcoming events were successful at encouraging many patients to keep their appointments reducing the -No Show- rate from 30% to about 7% in the first three months of the grant. The last event and breast cancer mammography van unit scheduled, we experienced our very first 100% attendance record. There was discord between my style and my manager`s idea of what my style should consist of. She wanted me to be more at my desk working a regular 40-hour week and did not like the idea of me being out in the community driving up response. For this reason I was let go, 3 months into a position at which I was extremely successful.
UNIVERSITY OF HOUSTON, Houston, Texas April 2005 - January 2012
University of Houston is the leading public research university in the vibrant international city of Houston.
Manager of Donor and Alumni Records
Recruited to improve staff morale and the reputation of the Donor and Alumni Records organization. Manage programs, streamline processes and eliminate errors. Increase efficiency and prepare/enter data into the information management system. Provide community outreach within the University of Houston System and serve as a UH Staff Council Member, and Co-Chair of the Events Committee. Manage interactive events and recruit/coordinate volunteers. Liaise between the staff and UH Staff Council to advance issues and community concerns which are then presented to senior management. Aid in developing the university`s annual strategic business plan and generate weekly, monthly and annual reports which include gifts, bequests, endowments, and fellowships that have been received by Donor and Alumni Records.
Achievements
* Manage a $124K budget, the team and 16 online giving sites.
* Ensure all donations are properly recorded into the Advance Donor Database/PeopleSoft Accounting System and are distributed to the donors' chosen program or department.
* Oversee the Bank of America credit card and ACH process and spearhead participation in an annual Payment Card Industry Compliance survey assuring that cardholder data is protected in a secure environment.
* Supervised the daily deposit processes were following proper cash handling techniques previously approved by the UH Treasury and the UH Police Force.
* Improved Donor and Alumni Records' productivity and efficiency by 40% by establishing metrics to measure the productivity and accuracy of each individual employee.
* Utilized the UH Police Department to safely transport cash and checks which increased donor satisfaction.
* Personally handle special donor requests and work an extra day at the end of the year when the university is closed to provide donors a secure venue to make last minute year-end gifts of stock, cash and credit cards.
HAYNES RETAIL ADVERTISING, Houston, Texas October 2000 - October 2010
Focused on radio or broadcast advertising.
Media Planner and Buyer
Accompanied Ernest Haynes as he met with radio and other media representatives to discuss the marketing strategies and assisted with the processing of orders, trades, and contracts. Organized billing and invoices and handled accounts payable/receivable.
Achievements:
* Supported Spec's Liquor and Fine Wines expansion into 8 different Texas markets; attended community events and handled telephone correspondence to ensure all client projects were completed on times.
* Assisted with retail business education, giving presentations to a variety of retail ventures, including small box retail, grocery or convenience store environments, larger big box environments. Our firm acted as consultants when stores experienced staffing challenges, such as reliability of showing up for appointed shift, honesty
Sara Haynes - Page 3 *********@********.***
* about what employees experienced as a lack of understanding from senior management, efficiencies in store merchandising in how to stage, stock and place merchandise, inventory challenges, cash register efficiency, promptness to offer courteous customer service, proper separation of cash handling procedures, knowledge of cash, facility and safety control policies and practices, such as deposits, store keys, safety programs, etc.
* Managed end of month invoicing practices for Haynes Retail Advertising, ensuring that each market was billed properly for their radio, television and newspaper advertising.
BAYLOR COLLEGE OF MEDICINE, Houston, Texas September 1995 - July 2004
Baylor College of Medicine is committed to the practice of medicine, the advancement of medicine through discovery, and the passing of the torch to the next generation of physicians, scientists, and researchers. It is the only private medical school in the Greater Southwest recognized as a premier academic health science center and is known for excellence in education, research and patient care.
Director of Development (September 2002 - May 2010)
Promoted to the position of Director of Development based on exceptional performance record and expertise in leadership, strategic planning, marketing strategies, and quality assurance. Served as the Fundraising Coordinator for Baylor College of Medicine, securing major gifts and maintaining a portfolio of donor prospects including corporations, foundations, faculty, staff, and patients. Contacted prospective donors/groups to secure large gifts and organized volunteers to assist with parties, exhibitions, and workshops.
Achievements:
* Represented the Office of Development and the Vice President at off-campus exhibits, conventions, workshops and events and delivered highly effective presentations.
* Submitted a compelling proposal for the Teen Health Center, which resulted in funding of $350K.
* Planned a successful community relations event for a cardiovascular surgeon who encouraged patients to undergo major lifestyle changes.
* Organized a successful holiday party for community members supporting the Research Department.
* Personally drove world-renowned cardiovascular surgeon Dr. Michael DeBakey to high-profile community events.
Sr. Director for Development Administration (September 2000 - August 2002)
Planned, managed and provided leadership for administrative, financial, budgetary, and human resources operations. Oversaw personnel performance, procurement operations and travel documentation; administered accounts payable and receivable. Directed the recruitment, retention and termination processes and oversaw the Office Manager,
Director of Gift Records, Director of Stewardship, and Director of Information Management.
Achievements:
* Led focus groups to identify highly qualified candidates and successfully recruited, interviewed and hired personnel.
* Worked closely with the Human Resources Division in regards to allegations of potential substance abuse.
* Reduced departmental costs by 30% and prepared weekly/monthly budget reports to the Vice President for Development.
* Streamlined and systemized the department`s guidelines and developed a policy and procedures manual.
* Volunteered as a member of the clean-up crew after Tropical Storm Allison and saved approximately 50% of tissue samples stored by the Baylor Breast Center.
Sr. Director for Development Services (September 1996 - July 2004)
Managed the newly formed division of Development Services, administered a $2M+ budget supporting the "Investment in Discovery" Campaign and oversaw the performance of 20 employees. Assigned job duties, established performance development plans, conducted annual evaluations and implemented organizational/operational processes. Implemented safety compliance regulations and facilitated network upgrades. Liaised with the VP to deliver fiscal year budget analysis and reports.
Achievements:
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* Oversaw the construction of the new office space and handled the recruiting of staff for new positions.
* Scheduled and conducted staff meetings to ensure productivity and reviewed current practices and procedures.
* Received accolades for the achievements of the Development Services organization.
* Led the support staff, gained extensive understanding of medical terminology and communicated effectively with faculty and physicians at the school.
Senior Administrative Assistant (September 1995 - August 1996)
Provided high-level administrative support, managed the clerical staff, oversaw support services, and enforced office policies and procedures. Attended staff meetings, monitored budgets, and served as the Chief Assistant to the VP for Development.
Achievements:
* Managed and coordinated volunteers for a community service event for patients of graduates of Baylor College of Medicine.
* Delivered weekly reports of staff activities and handled telephone inquiries related to the Vice President.
* Received an exceptional recommendation and promoted to Sr. Director for Development Services.
EDUCATION, PUBLICATIONS, & PRESENTATIONS
Pursued Bachelors of Art, Major in Art
University of Houston - Houston, 1969, 1970 - Did not graduate
Four Years Certificate Program, Major in Printmaking
Glassell School of Art, Museum of Fine Arts - Houston, 1982 - Graduated
Core Artist in Residence - Graduate Program, 1983
Certificate of completion for sixteen hours of instruction, Executive Leadership
Private Contractor supporting Breast Cancer Nanotechnology under Mauro Ferrari
Awarded "Unsung Hero" award for volunteer efforts in raising money for breast cancer
"Lifeline", a Quarterly Publication of Breast Cancer Network of Strength
Included in article "People Who Have Made a Difference", Fall 2008
Presenter, "Unsung Heroes" Cocktail Event and Fundraiser, February 2009
Teacher/Monitor, "Remembering Church" Co-Cathedral of the Sacred Heart, Spring 2008
COMPUTER SKILLS
SCI Dignity Portal using specific cemetery software including ALAS and HMIS
Microsoft Office Suite: Outlook, Word, Excel, and PowerPoint
Graduate, Intro to M/S Office Professional 2010 - College of the Mainland, Oct. 2011
(Now at intermediate level)
SAP Accounting Software - 2 years of experience at BCM
PeopleSoft Accounting Software - 6 years of experience at U of H
PROFESSIONAL AFFILIATION
University of Houston, Executive Leadership Seminar
Chairman of the Board, Gulf Coast Affiliate Breast Cancer Network of Strength
Patient Advocate, BCM Promise Grant awarded by Susan G. Komen Foundation
Member, D`Feet Breast Cancer Organization in Galveston County
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