Customer Service Management

Brenda Nimoh Rogers

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

EDUCATION

Georgetown University

Public Policy Institute, Nonprofit Executive Management Certificate Program July, 2006

Howard University

Master of Education, M.Ed, Educational Administration and Policy K-12 May, 2005

Kappa Delta Pi International Honor Society for Education, 2003.

Howard University Graduate School of Education Dean’s List, 2002-2005.

Georgetown University

Bachelor of Arts, Government and Sociology May, 1999

STRATEGIC LEADERSHIP QUALIFICATIONS

Experience with staff selection, supervision, team development and performance evaluation.

Ability to advise, support, guide and direct professional staff, faculty, students, organizations and groups.

Demonstrated competencies with designing and conducting qualitative and quantitative research to inform decision-making.

Strategic management of financial resources, facilities, technology use and application in support of organizational operations.

Experience with crisis management, risk management and sustainability of resources.

PROFESSIONAL EXPERIENCE

Spelman College: Atlanta, GA

Director of Housing & Residence Life September 2006-July 2010

Responsible for generating annual housing revenue of $17 million.

Administered and enforced housing contracts.

Provided direction and management to a staff of 90, in overseeing all matters related to Housing & Residence Life.

Implemented a five year strategic plan which resulted in the re-organization of the department and 35% increase in customer service satisfaction.

Directed the Housing & Residence Life marketing and recruiting activities for a student population of 2100.

Developed, implemented, evaluated and administered department policies and procedures.

Opened the first Leadership in Energy and Environmental Design (LEED), environmentally responsible, profitable and “green” certified 303 bed residential facility at a Historically Black College.

Designed a Quality of Life assessment tool to evaluate programs and services.

Assistant Director of Housing & Residence Life July 2006-September 2006

Recruited, trained, supervised, developed and evaluated 5 professional staff members and 75 paraprofessionals.

Developed co-curricular programming for 1400 students.

Managed and administered residential programming budget of $50,000 and co-managed departmental budget of $750,000 with the Dean of Students.

Provided 24-hour on-call emergency response on a rotating basis and provided crisis intervention for serious accidents.

Recommended the adoption and implementation of streamlined processes regarding the housing assignment process which resulted in a 10% increase in customer service satisfaction.

Promoted to Director of Housing & Residence Life.

Georgetown University: Washington, DC

Area Coordinator, Residence Life July 2004-June 2006

Provided management and oversight for one residential area consisting of three residential facilities with a student population of 1, 000 students and a campus population of 5, 600.

Recruited, trained, supervised, developed and evaluated 22 paraprofessionals and 2 professional staff members.

Managed and administered residential community budget of $25, 000 per academic year.

Developed department-wide training and assessment tools for 85 paraprofessional staff members. Adjudicated infractions of the Student Code of conduct and provided rotating, after-hours on-call crisis intervention and support for 5,600 students.

Implemented and chaired Project Hilltop P.R.I.D.E., a Campus-wide Vandalism Reduction Program which resulted in a 50% decline in incidents of vandalism on campus.

Coordinated and implemented diversity initiatives for the department, which resulted in a long-term strategic plan to enhance training, recruitment, student education, communication and marketing.

Residence Hall Director, Residence Life August 2001-June 2004

Coordinated programs and services for a first year residence hall.

Supervised paraprofessional staff of 8 and a residential population of 400.

Developed residential programming reports and worked with Department of Residence Life on staff selection and recruitment.

PROFESSIONAL INTERNSHIPS

Georgetown University: Washington, DC

Diversity Outreach Liaison, Center for Minority Educational Affairs September 2004-May 2005

Developed diversity and multicultural education programs for the Center for Minority Education Affairs.

Worked with the Associate Dean of Residence Life in developing inclusion and diversity initiatives and programs for the Office of Housing & Residence Life.

Summer Counselor Coordinator, Continuing Education January-August 2002-January-August 2004

Coordinated three summer high school programs consisting of 150 students.

Developed summer program curriculum.

Recruited, trained, supervised and evaluated 10 summer counselors.

Managed overall programming budget of $25, 000.

Designed, implemented and administered a demerit system for student conduct which resulted in a 15% decline in student conduct issues.

Intake Coordinator, Counseling Center September 2001-May 2002

Processed requests for accommodations with the coordinator for Disability Support Services.

Coordinated resources for students seeking academic accommodations such as note-takers, extended time testing, assistive technologies, etc.

Managed programming calendar for the Office of Disability Services.

TEACHING EXPERIENCE

District of Columbia Public Schools August 1999-June 2001

Gibbs Elementary School

Elementary School Teacher-5th Grade

Served as a member of highly selective national corps of recent college graduates of all academic majors who commit two years to teach in under-resourced public schools and become lifelong leaders in a wide range of careers.

Delivered instruction in Reading, Language Arts, Math, Social Studies and Science.

Provided effective classroom management techniques.

Assessed and evaluated student achievement & progress.

Supervised and organized the Hall Patrol, Student Government, and After-school Stanford-9 Testing program.

Met district-wide standards in Reading for school year 2000-2001.

AWARDS AND RECOGNITION

Honorary Coach Award, Spelman College, 2010.

Shea High School Commencement Speaker and Outstanding Alumni, 2009.

Employee of the Week Award, Spelman College, 2008.

Outstanding Supervisor Award, Spelman College, 2007.

40th Anniversary Rhode Island College Upward Bound Outstanding Alumni Award, 2006.

Outstanding Advisor Award, Black Student Alliance, 2005.

Vision of Excellence Award, Georgetown University, 2005.

PROFESSIONAL ASSOCIATIONS AND ORGANIZATIONS

Member, Seventh & Sourou Charter School Development Advisory Committee, 2010-Present

Member, National Association of Professional Women (NAPW), 2009-Present.

Member, Oakley Elementary School, Local School Advisory Committee, 2009-Present.

Licensed Georgia Real Estate Consultant, 2009-Present.

Member, National Association of Student Personnel Administrators (NASPA), 2005-Present.

Member, American College Personnel Association (ACPA), 2004-Present.

Member, Teach For America Alumni Association, 2001-Present.

Member, Rhode Island College Upward Bound Alumni Association, 1995-Present.

ACTIVITIES AND SKILLS

Certified Time Management Coach (Georgetown University Academic Resource Center).

Diversity Trainer, National Coalition Building Institute (NCBI).

Computer Proficiency in Symplicity, Banner and Microsoft Office Applications.

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