Customer Service Manager

Melissa Smith

**** ******, ********, ** ***** 406-***-**** ********@*******.*** www.esmiths.net

http://www.linkedin.com/in/msmiss

Professional Experience

Marketing Assistant

Computers Unlimited, Billings, MT (July 2007 to present)

This position reports directly to the company president. Responsible for developing an offline and online marketing

program, developing procedures for acquiring and qualifying prospect leads. Specific marketing channels managed

include two websites, customer newsletters, testimonial interviews and writing case studies,

Duties included market research, tracking and reporting on the performance of all programs, managing two websites,

writing and administering customer newsletters and email notifications, interview testimonials, writing case studies,

writing and designing online and print advertisements and

Department Manager, Audiology

Computers Unlimited, Billings, MT (January 2006 to July 2007)

Responsible for product development and customer support management. Primary objective was to smooth a

contentious relationship between sales, support and development teams. Duties included management and supervision

of employees and coordinating and assisting in development projects. Because the entire department were previous

employees of a small company acquired by CU for the Audiology product, other tasks included aiding in the acclimation

of the staff to the CU culture and operating standards (such as support procedures, development procedures, etc).

General business management duties included setting operational budgets, bookkeeping, marketing and reporting.

Notable accomplishments including the planning and execution of the second bi-annual Users Group conference for

Audiology software customers and the development of a new, robust customer implementation and training program.

Manager, Internet Montana

Computers Unlimited, Billings, MT (August 2000 to January 2006)

Responsible for overall business management. Primary objectives were to reduce operational costs and generate new

sources of income. Duties included all aspects of managing employees, including hiring, training, coaching, scheduling,

conflict management and termination; managing customer service, including escalations, product implementation and

training; and billing administration, including processing payments, and customer payment negotiation.

Other general business management duties included including budgeting, analyzing performance data, designing trend

reports and forecast models, marketing planning including all marketing planning, design, advertising placement and

public relations such as participating and organizing community events. Developed and presented Internet classes for

children and adults. Internet Montana was the first ISP to partner with i-Safe, a national educational organization

focused on Internet safety for grades K through 12.

Personal contributions to the success of each of my department included:

• Radically increased operational efficiency and employee productivity (literally, I wrote “the book” on Internet

Montana technical support, billing support and overall management standards)

• Consistently maintained operating costs and payroll under budget

• Drastically increased employee longevity from an average of months to years

• A customer churn rate significantly lower than industry average

Department Manager

Barnes & Noble, Billings, MT (November 1998 to August 2000)

Responsible for employee management, customer service, and stock management of my assigned department. Duties

included implementing sales plans driven by home office, ordering and stocking merchandise, light bookkeeping and

training employee. Most notably, I was selected to travel to new store locations in the state to help train employees on

merchandising techniques.

Store Manager

The Learning Source, Billings, MT (November 1997 to November 1998)

Responsible for overall store business management. The Learning Source was a new startup, so my initial tasks included

designing and implementing standards, policies and reporting for all aspects of the business including customer service,

employee hiring and training, receiving, stocking and displaying merchandise and cash management.

Store Manager

Waldenbooks, Los Angeles district (July 1992 to May 1997)

Responsible for general store management including customer service, hiring and training staff, loss prevention,

ordering and stocking merchandise, bookkeeping and operational budgeting.

Notably, because of my particular skill in team management, the last few years I was placed in stores that were

scheduled to close within a year of the time of each of my transfers. My primary objectives were to minimize both

employee and property loss through the time the doors were closed. The last store I was placed in had the closing date

postponed because of improved sales performance.

Education

Bachelor of Arts, Art (Dec 1996)

California State University, Northridge, CA

Curricula Emphases: 2-D Art with a concentration in drawing and painting

Degree earned maintaining a full student schedule, while working a full time job and volunteering part-time for the non-

profit theatrical group, Queen Medb Encampment.

Technology

Software:

Platforms: Windows 3.x and higher; Macintosh 7.x and higher, Unix/Linux, Geos

Database: Microsoft Access, SQL/MySQL

Internet: expert in troubleshooting and supporting end-user systems

Web Development: familiar with most industry standard web development tools

Graphic design: proficient in most standard industry tools.

Hardware: Proficient in maintaining and troubleshooting PC/Mac hardware; as well as dialup, DSL, and LAN/WAN

Additional Activities

Queen Medb Encampment, Inc (501c3 non-profit), web administration

Billings Police Department Volunteer, mural painting, web administration and Neighborhood Watch presenter/trainer

William R Lowe Childcare Enrichment Center, Parent Advisory Board member with MSU-B

Billings Catholic Schools, Volunteer mural painting and web-developer for daycare programs

Grace Montessori Academy, Marketing consulting, graphic design and web administration

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