Customer Service Sales

Melissa D. Norsten, CPPM

**** ***** ******

South Saint Paul, MN 55075

Home: 651-***-****

Cell: 612-***-****

E-mail: ********@***.***

LinkedIn: www.linkedin.com/in/melissanorsten

Professional Summary:

Experienced project coordinator, account and customer service manager.

Successful partner in the start-up of a new division that sold 10 million

units the first year with growth doubling in each of the next two years. As

account sales manager managed $2 million annual budget and increased sales

20% for three consecutive years. Possess strong client service skills;

computer proficient; excellent verbal and written communicator.

Experience:

Order Processor/Data Entry, Brown & Bigelow, St. Paul, MN (2010)

. Seasonal contract to assist order processing, prepare ad copy for

composing department, proof approvals and perform other assignments as

needed during busy production months.

. Data entry of names and addresses for mailing services.

. Miscellaneous duties including promotional mailings, order completion

notifications to sales staff and filing.

Target Corporation, Minneapolis, MN (2003 - 2009)

Project Lead/Client Services, Target Commercial Interiors, Minneapolis, MN

(2004 - 2009)

. Coordinated project activity for team members and upper management for

multi-sized projects to ensure tasks were completed within time and budget

constraints. Projects included:

. Children's Hospital - $5+ million new construction and remodel

. Gander Mountain - Midsize remodel and move to existing building

. TCF Stadium - New construction installation of lounge and lobby

seating

. Chippewa County Montevideo Hospital - Multi-phased, new

construction

. Target Northern Campus, Building D - $1.5+ million new construction

. Client communication - Gather project requirements; provide quotes;

develop documentation and timelines; track/report project status; and

monitor project to identify any potential delays for corrective action,

with limited or no direction.

. Schedule and coordinate shipping, receiving and deliver/installation of

products locally and nationally.

. Follow-up on post-installation and any corrective actions for customer

satisfaction.

. Invoice reconciliation with managers, accounting and clients.

. Implement change and increase efficiency of specific customer processes

and internal processes through documentation, effective communication,

utilization of internal tools and resources, partnerships and relationship

building.

Correspondence Coordinator, Target Financial Services, Minneapolis, MN

(2003 - 2004)

. Resolve written guest inquires and concerns via e-mail, letter or

telephone.

. Handle second level escalation customer inquiries.

. Telephone customer service backup.

Design Consultant, Ethan Allen, Edina, MN (2001 - 2003)

. Interim employment while completing bachelor degree.

. Design floor plans and specify furniture, fabrics, window treatments,

floor coverings and accessories.

. Maintain sales accounts through retail sales, order entry and customer

service.

Hoyle Products, Division of Brown & Bigelow, St. Paul, MN (1990 - 2001)

Custom/Premium Sales Manager, Hoyle Products Retail, St. Paul, MN (1997 -

2001)

. Manage business-to-business sales and marketing department with annual

sales budget of $2+ million; specifically for Casino and promotional

playing cards.

. Increased sales 20% in competitive and declining market.

. Administer all phases of an order from initial customer contact, quotes,

general product information, specifications for artwork, creation and

sourcing packaging, through prepress, proof approval, press checks and

planned with all departments to ensure accurate print production and on-

time shipments.

. Work with vendors to add new products and negotiate pricing and service.

Customer Service Manager, Hoyle Products Advertising Specialties, St. Paul,

MN (1993 - 1996)

. Planning and start-up operations of new calendar promotional products

supplier division.

. Sold 10 million units in the first year with growth doubling in each of

the next two years.

. Establish policies and procedures for order entry, customer service,

invoicing and expediting shipments.

. Collaborate with marketing and sales on new products released.

. Proof-read and edit sales brochures, catalogs and sample mock-ups.

Assistant to Order Service Manager, Brown & Bigelow, St. Paul, MN (1990 -

1992)

. Monitor activities of 23 employees in order entry, customer service,

reception and switchboard.

. Provide proactive customer service with attention to detail, flexibility

and innovative problem solving.

. Handle multi-line phone with calls from customer and sales reps.

Education:

2001 - 2003 University of Minnesota, Minneapolis, MN - BS Applied

Business - 3.7 GPA

1980 - 1983 Inver Hills Community College, Inver Grove Heights, MN - AA

Liberal Arts

1980 - 1983 Inver Hills Community College, Inver Grove Heights, MN - AA

Packaging Technology

Certificates:

2010 - Certified Professional Project Manager, University of St. Thomas,

Minneapolis, MN

2010 - Microsoft Project: Integrated for Certified Project Managers

2010 - Project Management PREP

Proficiencies:

. Microsoft Office 2007

. Microsoft Project 2007

. Typing - 55 wpm

. Data Entry - 10 key

. Write catalogs, brochures

. E-mail and multi-line telephones

. Hire, train, and supervise others

. New department start-up

Other Experience:

. Manage an adult women's hockey team - 5 years

. Incorporated a 501(c)3 national organization to promote girls' and

women's ice sport

. Secretary-Treasurer of a national organization and Executive Vice

President of an international organization to promote girls' and women's

ice sport - 4 years

. Recent Volunteer activities:

. Hearts and Hammers House Captain

. United Way Coordinator

. St. Stephen's Human Resources Volunteer Coordinator

References: Available on request.

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