Customer Service Management

JULIE JOHNSON

Cell: 770-***-****

****************@*****.***

SUMMARY

I am an experienced and highly organized business professional with 9 years in building and maintaining relationships with

businesses, individuals, and community partners. Energetic, self-starter with excellent analytical, writing, research, and

entry level management skills. Innovative and attentive to details with out-standing follow-through. Ability to balance the

customers’ needs with the needs of the company.

HIGHLIGHTS

Microsoft Office Suite Contracts

Records Management Managing multiple priorities

Public Relations Conflict resolution

QuickBooks Critical thinking

Office Management Eye for detail

CRM Excellent interpersonal and coaching skills

Supervisor Proficient communicator

Compliance Interviewing

Event Planning Hiring recommendations

Report & Document Prep Strong lead development skills

Policies & Procedures Implementation Order Processing

Goal-oriented Staff development/training

ACCOMPLISHMENTS

Sales and Marketing

Devised a successful recruiting plan for new clients, which resulted in a 25% increase in consumer revenue.

Developed process to increase client retention which increased departments overall performance by 40%.

Supervisory/Mentoring

Teams of 3-10 staff members.

Acted as the department's "go-to"person for challenging calls.

Compliance Officer for state and federal funding sources.

Process Improvement

Created new department procedures to ensure smoother processing

Assessed organizational training needs

Successfully training staff on policies, procedures and customer retention.

Maintained compliance with all state and federal funding sources.

Customer Service

Handled customers effectively by identifying needs, gaining trust, approaching complex situations and resolving

problems to maximize efficiency.

EXPERIENCE

NEW HORIZONS CLC

Atlanta, GA

Senior Education Agent VA & WIA Compliance Coordinator/Recruiter 12/2010 to Current

Provides the full range of business services in response to the specific needs of the organization.

Heavy inbound/outbound phone contact.

Setting and conducting on-campus interviews and tours for potential students.

Operate within the highest ethical standards and integrity in every aspect of the position.

Maintaining a high level of productivity to meet and exceed established goals.

Completing all administrative task that are in alignment with position.

Assist program officials in defining the level and what kinds of services are needed to carry out assigned

responsibilities and to accomplish project objectives.

Develops and applies methods and procedures designed to provide business services to the serviced organization

in the most effective manner possible.

Meet on a regular basis with team leaders, supervisors and managers to provide advice and assistance, resolve

business service problems, and identify ways to expand, enhance, and improve business services.

Meet with managers regarding the workflow and discuss ways to improve our process, how we can improve and

if there needs to be any corrective action.

Responsible for federal and state compliance which entails, funding, documentation, student's enrollment process

and ensuring all government guidelines are met.

Provides career advice to students for entry-level positions regarding resume writing, interview etiquette,

effective communication techniques, etc.

Responsible for placing students in employment.

Responsible for all billing (processing, billing and reconciling invoices) to county, state and federal offices for

payment of services.

Responsible for reporting information to county, state and federal government agencies.

Created and maintains a tracking report for all county, state funded students.

Contact person for all billing questions and/or concerns.

A constant figure in many community events by being the liaison for New Horizons CLC and promoting our

company's services.

Performs administrative duties including; creating, proofreading and editing documents and spreadsheets,

managing calendars & events, communicating and maintaining relationships with vendors.

Actively recruit individuals for open positions online and in the community at career fairs, as well as

interviewed qualified individuals and participated in the hiring process.

JAVELIN TECH

Atlanta, GA

Lead Manager/Admissions Coordinator 09/2006 to 01/2010

Co-managed an administration team, responsible for hiring, documenting the discipline process as well as

terminating individuals if need be.

Attends staff meetings to explain and interpret administrative policies and procedures, to discuss significant

operating issues, and to provide input on program planning and management decisions.

Continually evaluates the quality, effectiveness, and responsiveness of services provided and initiates

improvements where possible.

Responsible for training for the administrative team as well as new admissions individuals.

Contributed to the development, enhancement, and improvement of administration and operations of the

organizations internal and external systems, including operation policies, planning assessments, and reporting

requirement to promote process and business delivery improvements; enhanced customer service; maintained

efficient and effective business operations.

Helped owner create and implement new policies and procedures to coincide with any and all federal/state

regulations.

Created and maintained reports for upper management team, created brochures and flyers for new programs.

Reviews requests for adequacy of justification, availability of funds, and compliance with policies and

procedures.

Resolved problems that were related to the procurement process.

Directed the implementation of new or revised procurement procedures.

Supervised each campus (six total) to ensure accuracy of information being recorded in our database.

Maintained the highest level of accuracy for my reports which determined our advertising budget as well as

goals for our admissions team.

Prepared and submitted written and oral reports, reconciliations and briefings regarding governing policies and

regulations to the appropriate supervisor for review and tracking.

Assisted management with internal workflow regarding processes, improvement and/or corrective action.

Represented the company with extraordinary professionalism which created many business relationships.

Engaged in all community events on behalf of the company.

EDUCATION

BACHELORS OF SCIENCE: BUSINESS MANAGEMENT

Belhaven University, Atlanta, GA

Currently Pursuing

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