Customer Service Manager

M E L A N I E C O K E R

***** * ***** ***** ******, CO 80011 303-***-**** *************@*******.***

OBJECTIVE

Challenging administrative assistant position in a professional environment providing opportunity for growth and career advancements.

Profile

Strong planner and problem solver who readily adapts to change, works independently, and exceeds expectations. Motivated and personable

business professional with multiple college degrees. Able to handle multiple priorities and meet tight deadlines without compromising the

quality of work. Successfully demonstrates strong analytical problem solving skills, computer proficiency, and ability to follow through with

projects from inception to completion. Ability to adapt to change works independently and exceeds expectations.

Skills

General Office Skills Front Office Operations

Customer Service Sales

Written and Verbal skills Strong Researcher

Microsoft Office Scheduling

Professional Experience

Alutiiq, llc Aurora, CO

Proposal Professional, 2008 to 2010

Provided support to the proposal manager assisted in writing proposals, editing and proofreading, organized

and assessed requirements of RFP’s (Request for Proposals) in a timely manner.

Assisted with coordination of team meetings ensuring deadlines were met.

Mentored and provided guidance to proposal coordinator, consultants, A/E team members, and graphics/design

personnel.

Assisted in the quality control process for completion of proposals.

Instrumental in bringing $60M in new business in 2009 and $100M in 2010.

Proposal Coordinator

Provided all needed administrative support to the proposal teams for completion of proposals.

Oversaw, organized and assessed requirements of RFP’s (Request for Proposals) and completed proposal

tracking sheets and compliance matrices for proposal team.

Compiled and organized proposal content and binders for shipment.

Archived completed proposal elements into marketing database.

Bellco Credit Union Greenwood Village, CO

Operation Support Representative, 2003 to 2008

Provided call center support by reviewing transactions for item processing and performing

additional support functions as required.

Opened new member accounts daily along with sending out new member information packets.

Processed request for members regarding account changes and provided follow up letters regarding their

accounts.

Ensured quality service efficiently for internal business collaborates, external customers and clients.

Processed mail deposits, loan payments, and payoffs from various lenders too efficiently meet daily deadlines.

Assisted in department operations as needed, i.e. balancing, special project reporting, training other staff as

needed.

Member Service Representative

Demonstrated Bellco’s WOW philosophy in all interactions with members, prospective

members and personnel in other Bellco departments.

Continual answering of incoming phone calls in a courteous and professional manner.

Educated members on all products, services, and procedures, including but not limited to, loan

maintenance functions, payroll issues and research inquiries.

Sold products and services, while deepening member relationships.

Made independent judgments and posted transactions while protecting credit union assets,

minimizing losses and maintaining financial soundness.

Association Management Alliance Denver, CO

Receptionist, 2001 to 2002

Greeted and welcomed customers entering organization in a professional manner.

Provided administrative support to direct report manager and other colleagues as needed.

Responsible for organizing office calendars, conference calls and business meetings.

Managed a telephone switchboard, screen and direct calls take and relay messages.

Education

Devry University’s Keller Graduate School of Management Westminster, CO

Masters of Business Administration (MBA) with a concentration in Human Resources, 2011

DeVry University Westminster, CO

Bachelors of Science (BS) with a concentration in Security Management, 2007

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