Cathy Brown-Walker896 Blossom Lane - Hayward, CA 94541walkercathy@comcast.net - (510) 305-6694

Versatile Customer Service Manager with 15 years of progressive leadership experience. Proven ability tomanage people and processes to create fluent workflow amidst cross-functional departments. Proven ability tonegotiate and administrate all practical business needs. Successful key resource and liaison to diverse groupsand customers, with a strong service and team orientation in mind at all times. Strong organizational skills andhighly detail oriented. Adept at building relationships and collaborating with all levels in the organization.

WORK EXPERIENCE

Admissions RepresentativeAcademy of Art University - San Francisco, CA - August 2014 to Present

Responsibilities* Heavy volume of telephone in the recruitment process of potential students.* Organize and staff recruitment activities, including campus tours and open house events.* Apply, matriculate and register students for university programs.* Manage a portfolio of over 500 students for potential enrollment.* Uphold all Federal and legal guidelines outlined by the university as well as state and federal regulations.

Senior Admissions Representative Level IIBryman College - Hayward, CA - January 2013 to July 2014

Led the Admissions team of 2 representatives from January 2013 until February 2014 when through restructureof staff I have worked as the only representative of the Admissions department. Responsible for recruitment andenrollment of prospective students. Built student population through own initiative of referrals and partnershipwith Ability to benefit students in programs of earning credential needed to begin classes at Bryman College.

� Telephone appointment setting, high volume of incoming and outbound calls.� Strong motivational skills, mentoring perspective students from beginning to end in the process ofenrollment.������� all enrollment forms timely and appropriate for student files.

Admissions Representative IIEverest College - Hayward, CA - December 2007 to January 2013

Responsible for recruitment and enrollment of prospective students. Assist in identifying skills and interest ofprospective students to transition them into appropriate career training classes. Guide applicants through theenrollment process by presenting curriculum information relative to classes of interest.

� Telephone appointment setting, high volume of incoming and outbound calls.� Strong motivational skills, mentoring perspective students from beginning to end in the process ofenrollment.�� � �� own territory of company provided "leads".

Customer Service SupervisorRunco International - Union City, CA - September 2006 to May 2007

Responsible for directing and coordinating the Customer Service Representatives in a call center environment,in the facilitation, implementation, and maintenance of sales order activity into SBT (ACCPAC) systemprogram. Accountable for communication of product requests to Inventory control Management, AccountingManagement, as well as the national sales representatives. Maintained product fulfillment and shipmentaccuracy reports in company folders necessary for company audits. Worked closely with customers to improvecommunication and elevation in the level of service provided by the Customer Service Department.

� Hired and trained customer service representatives on appropriate customer interaction necessary toachieve a higher level of professionalism and to achieve overall customer satisfaction.� Coordinated weekly staff meetings in advisement of company incentives and product information as well asperform role-playing and establish policies and procedures in verbal sales order entry with customers.� Established territory assignments for Customer Service Representatives to establish a rapport with Salesteam and their aligned areas, and respective customer base.� Manage daily receipt of sales/customer work orders through electronic mail and facsimile for distributionand timely data entry based on installation and customer demand.� Advise upper management as well as departmental managers on sales order product availability throughSBT reporting system.� Answer high volume of incoming calls from dealers, representatives and sales staff to determinecustomer needs, issues, and concerns.

Regional Customer Care ManagerScholastic Book Fairs - Fremont, CA - 1995 to September 2006

Responsible for leading a highly engaged Customer Service team in an extremely heavy call-volume setting.Accountable for ensuring focus and execution of services provided enhanced customer experiences, and builtorganizational profit. Lead department in CRM conversion from a proprietary database system to a PeopleSoft,online-based environment; with heavy involvement in leading the Company change to ensure maximumbenefit from employee involvement. Foster strong customer and peer relationships through heightenedcommunications and professional credibility.

� Hire, train, supervise and develop customer service representatives, ensuring alignment and adherence tocompany policies and procedures.� Manage day-to-day activities within department, delegating various duties as needed to ensure balancedworkloads in order to align with fluctuations in business needs.� Champion positive communications to ultimately increase employee morale and retention.� Negotiate contracts with vendors, including, but not limited to: copiers, fax machines, vending, telephonecarriers, maintenance and cleaning services.� Measure and influence effectiveness of services through consolidated customer survey results.� Manage cash collection, credit card processing and collection call processes for entire region.� Maintain constant and open communication with onsite staff and three satellite offices ensuring consistentand ongoing information exchange and meeting the needs of both the managers and organization.� Supervise bulk of office responsibilities, including reception area; responsible for all incoming calls, faxes,and outbound mail.� Plan and execute special department and company events, including employee recognition and other majorachievement milestones.� Develop and present leadership updates to regional management staff, as well as during regional salesmeetings.� Responsible for maintain adequate office and maintenance supplies for on and off-site employees.� Forecast staffing needs against peaks and valleys of seasons, to ensure complete customer satisfaction,and meet labor budget plans.

EDUCATION

Psychology and Special EducationHarris Stowe State College - St. Louis, MO

Marketing, Management, and Business AdministrationFlorissant Valley Community College - St. Louis, MO

ADDITIONAL INFORMATION

KEY PROFICIENCIES

• Customer Orientation/Focus• Staffing, Training and Development• Process Implementation• Problem Resolution• Change Management

• Relationship Building• Kronos Timekeeping system• Microsoft Office (Word, Excel, Outlook)• Communications• Adaptability & Leadership Presence