Customer Service Information Technology

Katrina V. Brooks, C.B.P.

***** ********* ***** ************, ** 32218 (904) 904-***-****

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

Qualification Profile

Certified Business Professional/Leadership

Team leadership and staff management abilities

PC Proficient in all MS Office software, Sequel and database programming

Exceptional customer service skills...strong written and oral communications abilities…ability to create and revise written policy.

Proven problem-solving and analytical skills...well organized, with excellent planning and follow-through.

Education Strayer University

Masters of Business Administration/Management Jacksonville, FL

Bryant & Stratton College Virginia Beach, VA

Bachelors of Business Administration/Information Technology/Computer Science

Bryant & Stratton College Virginia Beach, VA

Associate of Applied Science in Information Technology

Experience

Dade Medical College/University of Southernmost Florida (Jacksonville, Florida) Director of Education

Supervised a combined professional staff for both Southern Career College and

Dade Medical College-Jacksonville location to include: Instructional Faculty (Full

Time/Adjunct), the school’s Registrar, and 5 Program Directors. Oversaw the daily

operational aspects of both colleges. Resolved student and staff escalated issues lead departmental and team meetings and implemented corrective action as needed.

ACICS-Accrediting Council for Independent Colleges and Schools-Institutional Member ABHES-Accrediting Bureau of Health Education Schools- Institutional Member

Certifying Official for the Florida Bureau of Veteran’s Administration

Florida Association Post-Secondary Schools and Colleges-FAPSC Conference attendee for

two consecutive years-Trainings included: -Curriculum Development,- Student Retention, -

Staff Development,- Compliance Review and New Regulations for Florida Commission of

Independent Schools, -Community Partnerships, Quarterly In-Service trainings

Dade Medical College Jacksonville FL

Business Program Director 2010 to 2012

Responsible for the campus level management of Business Education faculty, ensuring that instructors adhere to instructional and departmental policies. Maintains open and continuous communication with the Director of Education and Campus Director. Schedules and conducts student advisement meetings and notifies students of rights, responsibilities, and requirements. Conducts in-class observations of General Education. Follows up with instructor action plans in response to Class Observation and Evaluation. Schedules CPR classes and provides CPR cards on time. Orients new faculty upon arrival. Plans and schedules training for Business Education instructors.

Duval County Public Schools Jacksonville FL

Enrichment Program Director 2008 to 2010

Plan and coordinate before and after school programs and summer camp sessions including

curriculum approval and development, hire/train/oversee, supervise and evaluate teachers.

Oversee and maintained program budget, payroll and overall program development.

Everest University Orange Park, FL

Registrar 2006 to 2008

Administer the overall operations of the records office, including management of student records, petitions, graduation process, monitoring academic guidelines, audit reporting system and related matters. Assist in the registration process, student schedules, evaluate and resolve student inquiries, issues and problems, and ensure appropriate action is taken to the satisfaction of the student.

ADT Security Services Jacksonville, FL

Special Ops Representative/Call Center 2002 to 2005

Handled high volume of incoming calls, navigated several databases to assist with billing and collections questions, payment discrepancies and other issues. Handled escalated calls, assisted with new training classes on a rotational basis.

Navy Exchange Ingleside, TX

Sales Supervisor 2000 to 2001

Managed a staff of 12 employees including preparation and delivery of performance review feedback. Conducted monthly staff meetings regarding sales objectives. Handled monthly inventory and security reports, training, and other duties during the frequent absence of store manager.

United States Navy Various locations in U.S.

Engineman/Electricians Mate 1990 to 2000

Maintained technical manuals as part of the technical library. Revised and updated manuals including ordering replacement manuals as required.

Provided administrative support to enlisted personnel and their families.

Prepared and maintained office and enlisted service records.

Awards: Joint Service Achievement Medal, National Defense Service Medal, Naval Achievement Medal and Good Conduct Medal.

Affiliations Active Member of the Sigma Beta Delta Honor Society, Virginia Beach Chapter

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