Customer Service Manager
Resume:
Cathy G. Giouzelis
Email: *****.*********@*****.***
Objective:
A Highly Motivated Leader, with over 18 years of experience in event management, training, business development, donor and sponsor recruitment. A driven passion which thrives on helping others achieve their needs through event planning and coordination. I will utilize my common sense, life experiences, professional and academic background to my best ability to conquer and make life better for those who need it the most. My positive contribution and strong work ethic will motivate the organization’s mission forward.
Qualifications:
Strong experience with customer service, public and vendor relations and fundraising
Strong knowledge in various training environments; experience in logistics, LMS systems, and project management
Profound knowledge of working productively with volunteers, court volunteers, board members, donors and sponsors.
In-depth knowledge in volunteer recruitment, community organizing and mentoring.
Sound knowledge of donor management.
Skilled in developing budgets, prioritization of projects, programs, and activities.
Excellent organizational and communication skills.
Strong work ethic and leadership skills.
Familiarity with various database systems, excel, word, outlook, facebook, and quickbooks
Competitive analysis, Business building opportunities, Conflict resolution, Special events planning, Teamwork
Experience:
Talent Logic @ Acuity Brands
Special Events Manager (November 2015 – July 2016)
Coordinate all training logistics and Special Visitor Program requests
Manages key performance indicators on a monthly basis
Manages vignettes and Audio Visual training room operations
Manages and tracks all incoming enrollments and cancellation process
Executes vignette remodels with upgrades and coordinates new fixture installments
Organizes agendas, incoming fixtures and training materials for upcoming trainings
Akorbi @ Google
Junior Program Manager (February 2015 – October 2015)
Project management: managing scheduling logistics and projects
Managing content pages
Educating participants on the process of facilitating on their own
Manage “The Bus” venue
Managing facilitator profile details and updating alias lists
CARH
Executive Director (April 2014 – September 2014)
Charity Administrator (October 2013 – April 2014)
Event & Volunteer Coordinator/Program Support, (July 2012 – October 2013)
Provide leadership and management to ensure that the mission and core values of the organization are realized.
Establish and maintain an effective strategy for revenue generations: grant procurement, capital campaigns, individual donations, planned giving, fundraising events and corporate sponsorship.
Plan and manage charity news releases, publications, social media, online and printed newsletter, website and other outreach efforts to promote individual, community and corporate awareness and support.
Coordinate all aspects of client events and activities such as the Mobile Dental Hygiene Program, the Outreach Program, Financial Assistance, and Social Calendar.
Serves at the Public representative for the CARH Charity.
Responsible for the day-to-day management of the Charity Center in Castro Valley. Oversees the maintenance of the Charity Center properties.
Supervise the Charity staff and volunteers and contractors for Charity activities.
Signs contracts for Charity events and activities.
Responsible for admission of work assignments, schedules, time off and pay for Charity staff.
Develop job descriptions, conduct performance reviews, recommend promotions and salary increases.
Maintain a high-level of productivity by coaching, counseling, and disciplining employees according to established organizational policies and procedures. Recognize potential and encourage individual talent in employees.
Work in conjunction with CARH Director of Operations and Board to promote a cohesive relationship between the two entities of the organization.
Produce regular reports and statistics on a daily, weekly and monthly basis at the request of the Board of Directors; prepare and present annual budget, reforecast revenue and expenses an ongoing basis with formal presentation to the Board at the end of each quarter.
Responsible for financial matters for the Charity; achieve financial objectives by adhering to the annual budget; analyze variances and recommend/initiate proactive and/or corrective action as needed; demonstrate ability to “think outside the box’ to strategically respond to the unexpected.
Co-signer on all bank accounts, investment accounts, and credit cards.
Safeguard CARH company assets by monitoring security protocols. Report any and all incidents of accident, theft, fraud, waste or unauthorized possession of company property to the Board immediately.
Maintain regular communication with CARH Board of Directors; attend Board committee, regular monthly, and special meetings as directed by the Board.
Perform other duties as assigned that would lead to successful operation of CARH, its clients and/or mission.
Safeway, Inc
Bakery Clerk, (February 2011 – July 2012)
Accountable for packaging and pricing all baked goods for the day.
Liaison for “Just For You” program – hand selected by store manager.
Attended weekly store manager meetings for department updates.
Staged baked goods on displays and shelves.
Rotated baked goods and breads.
Contract Projects and Non-Profit Volunteer Opportunities
The Art of Active Networking 2014
Governor, Western District, Pan Arcadians of America - Project Completed 2012 - 2014
Lieutenant Governor, Western District, Pan Arcadians of America 2012 - 2009
Rubicon Programs, Resource Room Coordinator - Project Completed 2011 - 2011
Arcadians of Oakland, Skopi: Chapter Secretary - Project Completed 2011 - 2010
Chair, DOP: Project: Building Futures with Women and Children – Project Completed 2011 - 2009
Metropolis of San Francisco – Diocese - Project Completed 2010 - 2009
A Better Way, Inc, Berkeley, Volunteer Coordinator – Project Completed 2010 - 2009
Salesforce, Inc
Training Coordinator, June 2007 – April 2009
Spearheaded the setting up class materials, configuration of class set-up, printing and distribution of class materials, corresponding with vendors, developers, and instructors to make certain class is set-up and meets class standards.
Managed customer requests via e-mail and phone interactions to verify class status.
Tracked class evaluations on a weekly basis and processed billing when each class was completed.
Experience in LMS (Plateau) and Salesforce Database Applications.
Established customer service metrics for response back by achieving a 95% benchmark within a 24 hour timeframe.
Reduced the down time by 25%, this resulted in individual job enhancement and sense of accountability for all Company tier 1 technical support for certification exam issues.
Increased employee awareness by 20%, improved service, delivery and operating efficiency as the sole contact for managing employee volunteer hours not logged via the Foundation data base.
Ensured a100% accuracy in the past year by manually processing between 20-25 registrations.
Saved $7K by reducing flash drive purchases for employees within 3 months.
West Valley Staffing @ Openwave
Training Program Specialist, June 2006 – June 2007
Reduced employee complaints by 20% during a 3 month period by assisting and managing new content on two internet pages that housed employee training information.
Improved the coordination logistics by 20% during a 6 month period by developing individual employee profiles.
Improved corporate incentive program and training materials by 30% within 3 months.
Ann Taylor and Chico’s Retail Stores
Sales Associate – Lead Cashier, January 2003 – January 2006
Developed a weekly display of outfits that would generate a 20% increase of sales in a month.
Protected inventory by reducing loss by 10%.
Managed and tracked the incoming inventory and saved 20% from external theft.
Increased the utilization of in-store transfers by 10% by locating the outfit for a customer at another store.
Oracle Corporation
Sr. Resource Analyst, June 1996 – February 2002
Bootcamp Resource Analyst/Special Events Coordinator
Training Coordinator
Receptionist: Information Coordinator & Team Lead Scheduler
Managed a 32 Information Coordinator Team Schedule that staffed 11 reception desks daily and was able to eliminate scheduling errors by 50% in the first month.
Reduced internal training costs by $10,000 per year by developing an in-house training program for all new training coordinators.
Improved instructor scheduling by 15% by effectively developing a marketing strategy.
Received superior customer service and team focus with less than 5% of the company is honored with the following award: Most Valuable Player Award
Education and Professional Development
California State University-Hayward
Bachelor of Science, Major: Finance and Minor: Economics
Knowledgeable in Outlook (e-mail application), Word, Excel, Oracle Applications, Salesforce Applications and Certification Exam Tools.
Fluent in the Greek Language, Studied the Italian and Spanish Languages.
Customer Service
Transitioning to Management
Negotiation Skills
What Matters Most - Franklin Covey
Salesforce Administrator Workshop
Wedding Consultant - Association of Certified Professional Wedding Consultants - Certificate of Completion
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