1. Peggy​ Brooks
2548 Fairview Lane, Jonesboro, GA 30236 • c.678.767.6224 • c.678.570.4152 • ​brooks_peggy@bellsouth.net
Summary
Over twenty years of quantitative results in ‘voice of the customer’ applications, fundraising and project
management, special events, donor and best practices development consistently surpassing fundraising goals
Professional Accomplishments
Customer Relations Management (CRM) and Voice of the Customer (VoC) Programs
❖ Addressed low customer satisfaction rates for multimillion dollar companies with end-to-end total quality
approach, issue resolution methods, productivity metrics, incentives, customer sentiment data (Survey
Monkey), case studies, data analytics and best practices to effectively surpass performance goals;
consistently, 96% customer value rating
❖ Worked with Executive Directors to draft ​first​ CRM strategies with action plans for customer optimization to
include managing multi-source feedback for customer experiences, expectations and issue resolution
supported by NetSuite CRM software
❖ Department lead for fundraising, donor/employee communications and cause awareness utilizing Voicent and
Bright Idea analytics resulting in actionable processes that drove the highest annual Return on Investment
(ROI) for several nonprofits
❖ Managed hundreds of volunteers with workable action plans to increase personal commitment and buy-in to
the mission.
❖ Among the ​first in local nonprofit industry to develop customer centric, VoC applications with highest
customer end-to-end total quality to include March of Dimes, City of Refuge, United Way, Arts Clayton, House
of Dawn
Fundraising and Special Event Planning
❖ Department lead for fundraising, donor/employee communications and cause awareness utilizing Voicent and
Bright Idea analytics resulting in actionable processes that drove the highest annual Return on Investment
(ROI) for several nonprofits
❖ Managed hundreds of volunteers with workable action plans to increase personal commitment and buy-in to
the mission.
❖ Annual capital campaign processes that exceeded fundraising and sales projections for the year
❖ Special awards include:“Outstanding Fundraising and Project Leadership” by national foundations for four
consecutive years
Project Management and Implementation
❖ Special Project Director for 105k Federal contract for USA First Lady resulting in highest sales for nonprofit;
and Project developer and concept designer for innovative Air Force ROTC program
❖ Project manager for annual 13​th​
Congressional District special event to increase client participation every year
❖ Project management of corporate partnerships and collaborations specific to sustainability initiatives that
helped write new environmental policies with a focus on reducing carbon footprint
❖ Demand planning, forecasting, client experience mapping and KPIs
Corporate Sales/Fundraising Comparatives and Account Management
❖ Acquisitioned millions of dollars in B2B retail sales and B2C corporate sales through Request for Proposals
(RFPs), presentations and negotiations to include Chick-fil-A, Publix Supermarkets, Microsoft Korea, CSX and
GA Power

2. ❖ Employee hiring and training to include skills, sales and customer service (overall 5-100 employees ) as well as
retooling performance goals, incentives, best practices and KPIs to improve overall sales processes , boosting
employee morale
Corporate Sales/Fundraising Comparatives and Account Management cont.
❖ Acquisition and account management for the GA International Convention Center, CDC, Cushman &
Wakefield, GA Institute of Technology Univ., Verizon, Home Depot and YMCA
❖ Cisco agent desktop for sales team call center; cold call toolkit chosen to be implemented in nationwide
branches
❖ Website concept and design, enhancing customer experience and increasing online sales orders
Profit & Loss Management
❖ Sales P&L reports, providing strategies to offset losses from previous year, reducing expenditures 75%
❖ A/P, A/R, payroll and inventory control proficiencies helped reduce employee numbers
❖ Early development of Enterprise Resource Planning (ERP) cloud, helping demand planning and forecasting
Public Relations and Marketing
❖ Corporate liaison to successfully lobby local government leaders on sustainability issues
❖ Adobe Illustrator, Publisher, Photoshop, Createspace and InDesign software for publications and brand
marketing deliverables
❖ Multimedia applications to include tv, radio and social media as well as SEO and Google Analytics
Employment History
August 2015 - Present Program Director and Fundraising
Consultant, USA Air Force ROTC
Mundy’s Mill High School
Jonesboro, GA
Sept. 2013 – May 2015 Client Relations and Project Mgr.
and Fundraising
ATRS Warehouse
Lithia Springs, GA
June 2007-Sept. 2013
Jan. 2002-Nov. 2004
Dec. 2004-April 2008
Oct. 1993- Dec. 2001
Education
BA
Certifications
8 Track Master CERT Supply
Chain Mgmnt.
Affiliations
Director, Sales, Marketing and
Fundraising
Marketing Director (Units)
and Fundraising
Client Relations, Fundraising
P/R, Sales and Fundraising Mgr
Journalism Broadcasting,
Communications
Client Service Operations
Inventory Management
Transportation Operations
Demand Planning
Manufacturing & Serv. Operations
Warehouse Operations
TRIOS Marketing Services (MTI)
Jonesboro, GA
Chick-fil-A Corp.
Atlanta, GA
Arts Clayton Gallery Nonprofit
Jonesboro, GA
Publix Supermarkets
Atlanta, GA
Clark Atlanta University
GA Inst. of Technology Univ.

3. -Supply Chain Mgmt. Proc. Prof.
-GA Charter School Association
-Diversity Professionals Network
-Atlanta Visitors and Conv. Bureau
-Atl. Airport Chamber of Commerce