Customer Service Program Manager

BrookeLynn Olson

*** *** ** ** ***** City IA 641-***-**** **********@*****.***

Professional Summary

Dedicated and experienced Volunteer and Program Manager with over 6 years of experience coordinating large-scale volunteer programs, managing community engagement initiatives, and providing exceptional administrative and customer service support. Proven ability to recruit, train, and retain hundreds of volunteers while fostering strong relationships between staff, volunteers, and community partners. Skilled in organization, communication, and leadership with a strong commitment to service and teamwork. Professional Experience

• Volunteer Experience Manager — Girl Scouts of Greater Iowa, Mason City, IA November 2023 – September 2025

• Managed over500 volunteers across a 200-mile region, serving as the primary liaison between volunteers and the council.

• Supported recruitment, onboarding, and ongoing engagement efforts to strengthen volunteer satisfaction and retention.

• Coordinated communications, events, and resources to ensure smooth program delivery across multiple communities.

• Server — Perkins Restaurants & Bakery, Clear Lake, IA May 2023 – March 2024

• Delivered high-quality customer service in a fast-paced environment.

• Managed multiple tables per shift, ensuring orders were accurate and timely.

• Maintained cleanliness and upheld restaurant standards to ensure guest satisfaction.

• Resigned due to new job

• Front Desk Receptionist — Cascade Creek Memory Care, Rochester, MN January 2023 – April 2023

• Welcomed residents and families, screened for COVID-19 symptoms, and maintained visitor logs.

• Managed multi-line phone system and assisted with administrative paperwork and filing.

• Supported care staff by providing exceptional front-line communication and service.

• Resigned to move to Iowa

• Volunteer Coordinator — Ronald McDonald House, Rochester, MN June 2022 – December 2022 (Temporary Position)

• Recruited, trained, and supported over 300 volunteers to serve families of hospitalized children.

• Organized volunteer scheduling, onboarding, and appreciation initiatives.

• Maintained accurate volunteer records and ensured compliance with organizational policies.

• Health Information Specialist — St. Croix Hospice, Rochester, MN March 2021 – November 2022

• Managed patient information for over 100 patients, ensuring accuracy and confidentiality.

• Scheduled staff assignments and coordinated communication between care teams.

• Handled high-volume phone calls and administrative tasks with professionalism and discretion.

• Volunteer Coordinator — St. Croix Hospice, Rochester, MN July 2018 – March 2020

• Recruited, trained, and supported hospice volunteers across multiple locations.

• Developed engagement programs to improve volunteer satisfaction and retention.

• Furloughed in March 2020 and later released due to COVID-related downsizing. Education

Bachelor of Science in Business Administration — Walden University (Completed May 2010)

Key Skills

• Volunteer Management & Recruitment

• Leadership & Team Coordination

• Event Planning & Community Outreach

• Customer Service & Relationship Building

• Administrative & Clerical Support

• Scheduling & Data Management

• Communication & Problem-Solving

• Microsoft Office Suite & CRM Software

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