Carolyn W. Walker

Dawsonville, GA *****

770-***-**** ade9xv@r.postjobfree.com www.linkedin.com/in/carolyn-williams-walker

Customer Service/Administrative/Managerial

Office Management / Editing / Content Development / Proofing / Writing

Professional Summary:

●Proficient at providing exceptional customer service.

●Proven ability in optimizing office processes and procedures.

●Highly adaptable to various environments and grasps new tasks quickly.

●Nearly 20-year record of developing, editing, and proofreading business publications and documents.

●Excellent communicator who can articulate plans and strategies to obtain buy-in and get results.

Areas of Expertise:

●MS Office & Adobe Creative Suite

●Project Planning & Development

●Quark

●FTP Interfaces

●Team Leadership & Training

●Process Optimization

●Quality Control & Assurance

●AP Style

Experience & Accomplishments

Business Development Center Manager 2/2017 – June 2019

Penske Automotive Group - Honda Mall of Georgia, Buford, GA and Atlanta Toyota, Duluth, GA

Started with company at Honda Mall of Georgia as cashier, maintaining the file room and sustaining daily operations of service department. Promoted within six months to revamp and supervise the call center, setting customers’ appointments for service and answering questions regarding various automotive issues. Added responsibilities with Atlanta Toyota eight months later, integrating employees from other area dealerships to develop a team of 10 agents who provide exceptional customer service.

Selected Accomplishments:

●Initiated procedures to follow up on customers who missed appointments, leading to a recapture of business instead of losing opportunities.

●Spearheaded the transition to a new scheduling software program through Reynolds & Reynolds at both dealerships, which helped to support a better customer experience.

●Worked directly with the management teams of both dealerships to optimize appointment times and circumnavigate overbookings.

●Continuously provided lists for agents to make outbound calls, supplementing and driving business to the service department.

●Named Honda Mall of Georgia Employee of the Month for October 2017.

Office Administrator 8/2016 – 1/2017(part time)

The Cleaning Authority, Cumming, GA

Maintained first line of contact for customer relations, handling issues, scheduling, onboarding and more. Assisted owners with improving operations and streamlining communication systems that led to better customer satisfaction and retention.

Selected Accomplishments:

●Created and implemented a tracking system to improve closing rate on outstanding accounts.

●Reorganized client, employee and other vital records, which increased productivity and response to customer needs.

Managing Editor/Office Manager 3/2004 – 6/2016

SouthComm Publishing Company, Inc., Canton, GA

Spearheaded the Production Department including direct reports and freelancers. Executed the communication plan based on the creative direction of the team including writing, editing, and layout. Implemented weekly production meetings to set focus, tasks, and develop project plans for client meetings. Regularly planned, communicated, and updated clients to ensure desired projects were delivered timely and in alignment with the appropriate specifications.

Selected Accomplishments:

●Served as the point person for unhappy clients. Reversed a project that was set to have a negative outcome by reworking the whole thing. Ended with the client stating that it is the best work she had received in 7 years with the company.

●Successfully delegated up to 35 projects simultaneously while managing each to completion with positive outcomes.

●Named Employee of the Year in 2015 for delivering the highest revenue in company history.

Managing Editor 4/1999 – 3/2004

Points North Magazine, Cumming, Georgia

Guided and created editorial direction for monthly magazine. Led and developed a team of 10 freelance writers and a copyeditor. Scheduled and ensured accountability for deadlines for writers and production.

Selected Accomplishments:

●Created and implemented a style sheet to assist in supplementing AP style. This document increased productivity and timeliness of projects.

●Developed an editorial calendar to outline and plan content for the year.

●Expanded the page count from 50 to 150 pages during 5-year tenure at the company.

Educational Background

Bachelor of Arts in History, Minor in English William Jewell College

Contact this candidate