Customer Service Manager

Cathy ‘Boo’ Shields

***** ***** ****** 214-***-****

Dallas, TX 75218 *******@*****.***

SUM MARY OF SKILLS AND EXPER IENCE

• As a Community Program Manager for the City of Dallas, managed all aspects of a

neighborhood recreation center. This included managing staff, contract negotiation, program

development, and working with City of Dallas staff and community leaders on a daily basis.

• Prepared and managed an annual budget in excess of $3M. Including allocation and t racking of

f unds from a Federal Community Development Block Grant.

• Managed Human Resource functions such as evaluating resumes, conducting interviews, hi ring

employees, compensation plan development and benefit package solicitation, evaluation and

administration.

• Managed scheduling and resource allocation for t ime sensitive projects assuring timely and

competent completion.

• Handled all aspects of purchasing both capital equipment and routine supplies. Developed

RFP’s, evaluated bids and scheduled t imely delivery of materials. Maintained inventory records

and allocated funds per guidelines.

• Successfully started and managed a company which provided make-ready services to the

commercial construction and leasing industry.

• Accounts Payable/Accounts Receivable/Collections experience including billing, record keeping,

handling deposits and assuring accuracy of financials.

• Excel at conflict resolution, assuring customer satisfaction while protecting the interests of the

company.

• Implemented technical support procedures to enhance customer experience by eliminating costly

and unnecessary on-premise service calls.

• Designed and distr ibuted targeted marketing materials for special programs and events.

Researched appropriate demographics and analyzed effectiveness of campaigns.

• Developed t raining program and provided guidance for community volunteers.

• Researched, designed and implemented programs to build self-esteem and foster responsible

community interactions.

COMPUTER SKILLS

• Microsoft Office

• Windows

• Outlook

• Various Industry Specific Programs

WORK H ISTORY

SW Security/Fort Knox Security Services October 2010 – December 2014 (Company sold)

Omni-Watch/Rapid Response Security Systems January 2002 – January 2010 (Company

folded)

Senior Administrator

City of Dallas Parks and Recreation Department June 1983 – December 2001 (Pursue New

Opportunity)

Community Program Manager

EDUCAT ION

University of North Texas, Denton

Criminal Justice Major

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