Manager Customer Service

Kimberly Y.

Parker

P: 678-***-****, ********.***.******@*****.***

Relevant

education

J. Mack Robinson College of Business (Georgia State University)

Atlanta, GA

o Master of Business Administration (MBA), Organization Management

July 2013

Professional affiliations

Society for Human Resource Management (SHRM)

SHRM at Georgia State University

Employment

Fulton County Court Appointed Special Advocates (CASA), Inc.

2006-2013

An organization that recruits, trains, and supervises community volunteers

(CASAs) to advocate on behalf of abused and neglected children in juvenile

court proceedings.

Program Manager and HR Specialist

2008-2013

. Developed the first Advocacy Coordinator's Manual for the

organization.

. Administrator and overseer of the CASA MANAGER database system used to

collect all statistical data.

. Supervised a staff of five Advocacy Coordinators and 10 volunteers and

interns.

. Trained all new hires and interns.

. Developed and managed all volunteer programs.

. Analyzed the organization's performance and developed strategies and

formal processes to address programmatic bottlenecks and performance

gaps. Examples:

o Streamlined the case referral and case assignment process.

o Automated statistical data and reports.

o Formalized the advocacy process for the organization's specialty

programs.

o Created a new performance evaluation tool to quantify

deliverables and simplify the evaluation process.

o Developed manuals to ensure consistency in the quality of

services provided to the court.

. Facilitated and coordinated professional development trainings for the

staff and volunteers.

. Facilitated and coordinated volunteer orientations.

. Coordinated 40-hour trainings for prospective volunteer advocates.

. Recruited, screened, interviewed and selected candidates for the

Advocacy Coordinator's position.

. Recruited, screened, interviewed and selected potential volunteer

advocates (CASAs).

. Appointed by the state office as a liaison for Georgia CASA's

Fostering Futures Training Grant.

. Provided the Executive Director with yearly projections and objectives

for grant proposals and strategic planning.

. Wrote grant proposals for federal funding and raised approximately 1/3

of the annual budget for FY 13-14.

. Coordinated and managed all Federal and State grants, which accounted

for 90% of the total program budget.

Advocacy Coordinator

2007-2008

. Supervised and managed a caseload of up to 35 CASA volunteers and 75

abused and neglected children.

. Acted as a liaison between the volunteer advocates and the judicial

court system.

. Assisted in the facilitation of advocate trainings.

. Managed federal grants.

Recruitment and Training Manager

2006- 2007

. Facilitated and coordinated a 40 hr pre-service training for potential

advocates.

. Solicited donors to fund the 10-week trainings.

. Recruited, screened and trained over 75 advocates.

. Customized training materials and exercises to address the needs of

the trainees and gaps identified by the organization.

. Organized and facilitated the largest pre-service class since Fulton

County CASA's inception in 1995.

Program Assistant and Assistant Training Coordinator

May-September 2006

. Assisted the facilitator by soliciting donors for volunteer pre-

service trainings.

. Recruited and retained potential volunteers.

. Assisted staff by automating administrative tools.

Convenient Store Assistant Manager

2001-2005

. Supervised and trained incoming employees.

. Managed and directed incoming deliveries.

. Organized incoming merchandise.

Skills

. Proficient in Microsoft Excel, Word, Outlook, and PowerPoint.

. Strong verbal and written communication skills.

. Strong customer service skills.

. Ability to work collaboratively and independently with minimal

supervision.

. Very detailed-oriented and strong interpersonal skills.

. Ability to effectively multi-task.

Other

Education

GEORGIA STATE UNIVERSITY,

Atlanta, GA Bachelor of Arts, Sociology

December 2005

GEORGIA STATE UNIVERSITY

Atlanta, GA Bachelor of Science, Psychology Minor in

Sociology May 2005

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