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Customer Service Human Resources

Bethlehem, Pennsylvania, United States
October 16, 2016

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Catherine A. McIntyre

**** ******* ******, *********, ** 18018 • Tel: 610-***-**** • Cell: 610-***-**** • Email: CAREER SUMMARY: A dedicated professional with experience in project and personnel management, customer relations, program administration, training, and human resources.

EDUCATION/AWARDS: Kutztown University of Pennsylvania Masters in Public Administration

GPA 3.4/4.0 (Cum Laude)

Kutztown University of Pennsylvania

Bachelors of Science in Education

GPA 3.71/4.0 (Magna cum Laude)

Kutztown University of Pennsylvania

Young Alumni Award


Human Resources:

Verified employment and background checks using automated and online systems to include: OnBase Client Tracking/Scanning System, E-Verify Employment Eligibility Verification System, DocuSign Employee Hiring Documentation System, Position Manager Online Application System, Cogent Applicant Fingerprinting Online Services, and HireRight Global Employment Background Screening System and Certiphi Background Screening System.

Credentialing of medical school faculty and new hires for employment.

Document retention for termed files.

Project Management:

Responsible for the overall department budget, as well as individual program budgets, in excess of 40 million dollars.

Resolved previous federal audit, reducing the institution’s liability from one million dollars to fifty thousand.

Developed framework to include conversion to SAP/Wolfpack in new policy and procedure manuals.

Established new policies resulting in the elimination of previous federal audit exceptions.

Oversaw internal assessment of financial aid office.

Served as lead officer for State Program Review and Annual A-133 Financial Aid Audit.

Developed new procedures resulting in major improvements in customer service, such as reducing the amount of paperwork students and parents need to submit to complete their applications. Program Administration:

Oversaw and administered federal, state and institutional financial aid processing for a maximum of 12,000 students.

Developed and conducted financial aid information nights at local high schools and community organizations.

Communicated federal and state regulation updates and impact to University.

Administered University’s endowment, corporate and private scholarship programs.

Reviewed, discussed, and marketed all state products, services, programs and technology to post- secondary educational institutions.

Customer Relations:

Dedicate to excellent customer service throughout my entire career and had provided training and professional development on improving customer relations.

Resolved financial aid conflicts and appeals.

Developed and conducted meetings, presentations, and workshops for school personnel and professional organizations, nationally, regionally and statewide.

Developed, in conjunction with the Institutional Advancement Office, a program that improved donor stewardship and recognition.


Effectively managed and supervised 13 staff and improved customer service and staff morale by implementing changes office policies and procedures, such as rotating the front counter so staff had the opportunity for uninterrupted work time to complete assigned tasks.

Emphasized professional development for staff through attending training and professional conferences.

Supervised Early Awareness Program Staff; sponsored in conjunction with Reading School District. Training:

Responsible for the overall curriculum development, presentation and evaluation of the success of the learning modules, with an emphasis on the adult learner. Attended workshops and conferences related to integrated software systems. Developed and conducted sales and marketing meetings, policy presentations and training workshops.

Trained new and existing employees and evaluated and reviewed the performance of employees.

Presented financial aid policies, regulations and training at local, regional and national student financial aid conferences.

Trained staff in use of State of Pennsylvania’s financial aid technology and assisted in their efforts to minimize loan default prevention.

WORK HISTORY: Lehigh Valley Health Network, Allentown, PA Human Resource Specialist – Talent Acquisition and Benefits August, 2015 – March, 2016

Verified employment and background checks using automated and online systems to include: OnBase Client Tracking/Scanning System, E-Verify Employment Eligibility Verification System, DocuSign Employee Hiring Documentation System, Position Manager Online Application System, Cogent Applicant Fingerprinting Online Services, and HireRight Global Employment Background Screening System and Certiphi Background Screening System. Responsible for credentialing of medical school faculty and new hires for employment.

Responsible for document retention for termed files. Holy Family Manor Senior Housing/ Rehabilitation Services, Bethlehem, PA Admissions Coordinator, Short Term Rehabilitation and Skilled Nursing Care March – August, 2014

Assisted with marketing and community relations and the offering of a Senior Health Fair.

Reviewed admissions applications and worked with health care facilities on Proper placement of residents. Provided facility tours. Temple/St. Luke’s Regional Medical School, Bethlehem, PA Assistant Director, Medical Curriculum, Simulation and Admissions April, 2011-March, 2012

Responsible for faculty contracts and payroll. Reviewed admissions applications, Oversaw the admissions committee and interviews. Proctored testing. Created elective courses. Assisted in the simulation laboratory. Maintained faculty schedules and maintained attendance.

McIntyre Consulting, Bethlehem, PA


May, 2006-March, 2011

Consulted at post-secondary educational institutions in Eastern PA. Assisted them with all aspects of financial aid administration, enrollment management and admissions.

Kutztown University, Kutztown, PA

Financial Aid Consultant and Interim/Acting Director September, 2006-January, 2008

Oversaw the total operation of the Financial Aid Office during a software system conversion. Reorganized office and staff. Hired five dditional staff members. Maintained excellent customer service.

Pennsylvania Higher Education Assistance Agency, Harrisburg, PA Regional Manager, Pennsylvania School Services, Education Services Group March, 1999-April, 2006

Responsible for sales and marketing of products and services. Training clients on software system. Presented professional development workshops and seminars at local, state, regional and national conferences and meetings. REFERENCES


Senior Recruitment Specialist

Human Resources

Lehigh Valley Health Network

2100 Mack Blvd., 6th Floor

Allentown, PA 18105


Renee Saleh

Higher Education Consultant

1846 Alexander Dr.

Macungie, PA 18062


Pete McGee

Project Management and IT


3524 Sagedale Ct.

High Point, NC 27261


September, 2016

Dear Sir/Madam:

I am very interested in applying for a position with Muhlenberg College. I have attached my resume, and I am willing to set up a time to meet with you to discuss my qualifications and to learn more about this position. I was working as an Employment Specialist in Human Resources at Lehigh Valley Health Network until my recent layoff. Prior to working at LVHN, I was an Admissions Coordinator at Catholic Senior Housing and Rehabilitation – Holy Family Manor in Bethlehem, PA. My previous position at Temple/St. Luke’s Regional Medical School, as Assistant Director of Curriculum and Admissions, required me to assist faculty with the creation of coursework, schedule interviews, proctor testing, build elective course opportunities and maintaining attendance. I also was responsible for all aspects of the admissions process for the medical school. This position ended in February 2013 due to budget cuts and the realigning of job duties. I had the least seniority.

My background has predominantly in higher education administration, and I have experience working at local institutions, including Lehigh University, DeSales University, and Kutztown University of PA. I have presented workshops and I have provided training at state, regional and national conferences. I have extensive experience with Federal and State regulations and have been responsible for the hiring and firing of staff for over 20 years. I have served as manager and supervisor for most of my career in higher education administration. Many of my roles required the management of projects such as a software conversion, audit resolution, Latino initiative, and other duties. I enjoy working with the public, providing excellent customer service, and I am confident that I will be successful in this position. Most importantly, I am looking for a new career challenge. You may contact me at any time via my cell phone – 610-***-**** or at home - 610-***-****. You may also reach me via email at

I look forward to hearing from you in the near future and to meeting with members of your team to discuss the position. Thank you for your consideration.


Catherine (Cate) A. McIntyre

1833 Calypso Avenue

Bethlehem, PA 18018

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