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Customer Service Manager

Port St. Lucie, Florida, United States
August 29, 2017

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**** ** ****** ******

Port St Lucie, FL 34983

Cell: 310-***-****



I am a skilled professional with more than twenty years as of experience including; Recruitment Manager, Family and Individual Counselor, Customer Service Representative/ CSM Database Manager, Direct Instructor of students in a variety of educational settings, Family Recruitment Coordinator, and Program Improvement & Development Strategist. My special skills include; training employees, development and maintenance of database tracking programs, troubleshooting, and presenting & implementing innovative programs specific to customer needs. I have researched specific strategies and techniques that are beneficial to the growth of programs, which ultimately benefit the needs of clients, students and customers. Technical Skills


WiKi (PBworks)

ACMS (CaseWatch) – database technologies

Smart Technologies (SmartBoard)

Cloud Computing


Microsoft Office


Customer Service Management (CSM)

Typing 60 wpm

Key Skills

Excellent Communication Skills

Excellent Listening Skills

Proven Problem Solving Ability


Initiative and Proactive


Public Speaking and Team Building

Career Achievements


10/2012 – Present

Parent Advocate Manager/Database Administrator/Recruitment & Training

Maintain an active database of pre-adoptive families and their stage in the adoption process


Perform statistical analysis and write/maintain formulas in spreadsheets and reports

Manage both GUI and Web based CRM systems (CaseWatch, DonorView, Nationbuilder and iContact)

Customer Service Representative Manager (respond to and resolves pre- adoptive family issues regarding the adoption process and working with outside agencies)

Call Center Technician and family support (field questions regarding the adoption process)

Management of active database technologies

Carry an active caseload and conduct new family intakes

Provide on-going support as needed by family

Facilitate and foster communication between adoption agencies & pre- adoptive families

Maintain confidentiality and privacy standards of service partner and pre- adoptive families

Independently identify and advise pre-adoptive parents on agency selection to meet family needs

Recruitment of pre-adoptive families through specialized events and fundraisers

FULTON COUNTY– Atlanta, GA 08/2005 – 02/2012


Created and implemented lesson plans aligned to state student and teacher standards

Mentor educator and lead team member

Administered state wide standardized testing

Presented via Promethean Activ-board, overhead, and other technology

Managed and facilitated lessons on active student data system folders

Implemented and instructed “Learning Focused Strategies” program

Administrator of DORA & DOMA evaluation systems

CITY OF SPRINGFIELD – Springfield, MA 08/2004 – 06/2005 Educator/Trainer

Development and implementation of program intervention strategies

Development of multicultural activities focusing on overall diversity

Technology coordinator

Presenter of behavior management techniques and identification of resources

Held training sessions for managers and staff on data system’s software

Worked independently on various community projects to comply with stringent state deadlines


LOS ANGELES COUNTY – Los Angeles, CA 11/2000 – 11/2004 Educator/Trainer

Interpretation and implementation of core curriculum

Team leader for educational plan development

Implementation and coordinator of annual writing assessments

Coordinator for annual statewide testing

Data support team coordinator

Assigned the tasks of running automated test by referring the development and testing guidelines

EDISON LEARNING – New York, NY 09/1996 – 11/2000

Recruitment Coordinator/Training Lead/Program Facilitator

Recruitment of potential teachers/administrators into the Edison network systems

National presenter of the Edison Learning philosophy and educational systems

Conducted live and online presentations

Developed and implementation of presentation materials

Updated local (school based) and national website

Created and maintained recruitment database

Supervision of team leaders within an educational setting THE DEVEREUX FOUNDATION – Rutland, MA 11/1987 – 09/1996 Family Therapist/Presenter & Trainer/Program Management

Family and milieu team member

Workshop presenter for ACT1

Supervision of house staff members

Developed and implementation of presentation materials

Assessment of quality program needs to ensure strategic advancement

Created and maintained student recruitment database

Development of student specific behavior management treatment plans JASON R COOK – PAGE 4


Ed.S. – Curriculum, Instruction & Training

Capella University – Minneapolis, MN

M.A. – Education – Special Populations/Curriculum

Assumption College – Worcester, MA

B.A. – Psychology/Education

Worcester State University – Worcester, MA

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