Customer Service Management

MARILYN A. COX

***********@***.***

**** ********* *****, **** *******, MD 20748

301-***-**** - voicemail

OBJECTIVE

To work with an organization where I can provide the highest quality of

customer care in the areas of excellent customer service and problem-

solving both externally and internally.

SUMMARY OF QUALIFICATIONS

With over 15+ years of experience in project coordination, conference and

event planning, superior customer service management and training,

administration operations, financial management in work environments of

various industries. Proven ability to work with diverse groups of people,

minimal supervision and maintain high sense of confidentiality and

accountability. Exhibit and possess strong oral and written communication

skills. Possess strong leadership and decision making ability, analytical,

and detailed-oriented skills. Experienced in the technological industry,

property management, state and federal government contracts, billing, and

non-profit organizations, both domestic and international. Extensive

experience in staff development, organization, and implementation of

contractual, financial, travel, and promotional programs. Earned

certificates of training in Superior Customer Service, Conflict Resolution

and The Art of Negotiation.

Special Note: I am currently lending my skills and talent volunteering as

the team leader of the customer service ministry for The Soul Factory

Church Theater. Two projects that I recently provided leadership and

coordination: From the Hood to Harvard parenting seminar, based on the

book by Jill Cloud, From the Hood to Harvard. And Operation Safe Kid, a

Halloween family night out event.

.

PROFESSIONAL EXPERIENCE

Bastion Technologies, Inc., Lanham, MD

2008 - 2013

BUDGET ANALYST

Support the Deputy Program Manager and Financial Analyst for a $250 Million

NASA multi-disciplined engineering contract at Goddard Space Flight Center.

. Prepared, analyzed, generated financial data for tracking and

reporting of task orders and contract deliverables for National

Aeronautics and Space Administration (NASA) engineering contracts at

Goddard Space Flight Center (GSFC).

. Utilized the Resource Management System (RMS) to generate NASA's 533

financial reports.

. Monitored data from NASA's Task Order Management Stem (TOMS) and the

company's database programs.

. Prepared budget to actual and analyzed any variances and adjusted the

533 financial reports as required.

. Prepared and maintained Excel spreadsheet of cost and fee data and

submitted monthly and/or as necessary to the Program Manager.

. Interacted with Prime Contract personnel on projects monthly financial

meetings.

. Performed other duties as requested.

. Secured a partnership with a local school providing a grant for their

science department. The science department won a opportunity with

NASA to have their project placed on the SRS spacecraft. (July 2011)

Robert Half International/Office Team, Greenbelt, MD

2007 - 2008

ADMINISTRATIVE ASSISTANT

Provide financial and administrative support for several clients of Office

Team, to include, Radio One, DRS Technologies, Inc., and Bastion

Technologies, Inc.

. Prepared A/P checks, filing of financial reports and receipts

. Prepared and maintained all outgoing checks.

. Provided administrative support as required by management.

. Answered telephone, client & guest inquiries and performed other

duties.

. Prepared written reports and maintained extensive filing systems for

various agency clients.

The Soul Factory Church Theatre, Forestville, MD

2004 - 2007

EXECUTIVE ASSISTANT/CONFERENCE COORDINATOR

Support Pastors and Elders with all events, including conferences,

seminars, workshops, classes and annual retreats

. Coordinated annual retreats, workshops and conferences, locally and

out of state.

. Prepared weekly reports pertaining to attendance, fund-raising,

contributions, and special event activities.

. Maintained communication with local vendors, business associates, and

staff at the Soul Factory's Atlanta location.

. Provided oversight and insight for new and recurring events-local and

national, trips, retreats, conferences and workshops.

. Prepared both estimated and final budgets for events, special

promotions, long-term projects and, educational training courses.

Archstone-Smith Real Estate Investment Trust, Arlington, VA

2001- 2004

(Formerly Charles E. Smith)

EXECUTIVE ASSISTANT

. Conducted daily oversight of office operations and supervised

administrative staff

. Managed and coordinated vendor inventory system, including processing,

uploading, and updating information into the organization's database

. Managed the filing and documentation system

. Prepared the estimated and final budgets for special promotions,

events, and long-term projects

. Conducted all residential inspections.

. Maintained communication with vendors, station managers, and business

associates in 70 markets.

. Coordinated all travel and prepared expense reports for reimbursement.

. Prepared and maintained the vendor accountability reports

RESIDENT RELATIONS MANAGER

. Managed front desk and provided assistance for all residents (900

apartment-homes).

. Provided support to residents for various inquires and events.

. Assisted the Leasing Department as needed and performed residential

tours for futures residents.

. Coordinated and scheduled use of company party clubhouse and visitor

over-night stay guest apartment.

Abatement Environmental Resources, Inc., Bladensburg, MD 1994 -

2000

PROJECT COORDINATOR/DIVISION ADMINISTRATOR

. Ensured compliance with regulations for notification of hazardous

removal projects to the Environmental Protection Agencies (Federal

and State) and to the clients

. Reviewed & Interpreted contract specifications to obtain requisition

instructions & contractual requirements and conditions

. Assisted in contract negotiations and cost/price analysis research

. Assisted the project management team in executing contracts/projects

from start to completion

. Prepared budgets and cost estimates for new contracts/projects.

. Coordinated project preparation, including contract documents,

manpower schedules, and subcontractor agreements, ordering bonding and

insurance certificates.

. Monitored and updated project tracking boards for reporting purposes

which included: proposals, estimation of new and current projects.

. Prepared project labels, on-site corporate information books, status

reports, and contract closeouts.

. Prepared payment requisitions schedule, and field personnel expense

reports.

. Oversaw and ensured the accuracy of the project management filing

system.

. Coordinated personnel security clearances for highly secured projects

national and international.

. Prepared and maintained projects numbering system, and all

environmental contracts for accuracy and quality control.

. Prepared weekly time summaries for salary approval and pay

distribution.

. Reviewed and approved requisitions, credit card payments and bank

transmittals.

. Prepared and maintained tracking system for accounts receivable.

EDUCATION and PROFESSIONAL DEVELOPMENT

McKinley Technical Senior High School, Washington, DC

Diploma 1981, Business and Office Machinery & Equipment

Prince Georges' Community College, Largo, MD

Pursuing a Degree in Hospitality Services Management, expected date

December, 2014

COMPUTER SKILLS

Proficiency in Microsoft Word

Proficiency in Microsoft Excel

Proficiency in Microsoft Outlook

Proficiency in Microsoft Power Point

Resource Data Entry Management Systems (RMS)

VOLUNTEER SERVICE & AFFILIATIONS

The Soul Factory Church Theater,

Customer Service Team Leader &

Conference Coordinator - 2012 -

Present

Board of Directors of the Literacy

Council of Prince Georges' County

Maryland, Inc. - member since 2004

Literacy Council of Prince Georges'

County, Maryland -Board Treasurer,

2008 - Present

Ambassador/Concierge - Obama/Biden

Presidential Inauguration 2009

Established the Sweet Reads Literary

Club, 2011

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