Customer Service Manager

Melanie Houge

Email: ********@*********.***

Address:

City: Great Falls

State: MT

Zip: 59405

Country: USA

Phone: 406-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Experienced administrative professional through demonstrated organizational, customer service, computer, and multi-tasking skills with an educational background in communication and human resources.

Educational Background:

High School Dipolma from American Military University, Charles Town WV 1/2001 to 10/2012 (Management)

High School Dipolma from Montana State University - Billings, Charles Town WV 1/2001 to 10/2012

High School Dipolma from Montana State University - Great Falls College of, Charles Town WV 1/2001 to 10/2012

Job History / Details:

Career Overview

Experienced administrative professional through demonstrated organizational, customer service, computer, and multi-tasking skills with an educational background in communication and human resources.

Skill Highlights

Administrative support

Schedule management

Project planning

Attention to detail

Report development

Banner proficient

Presentation/Public Speaking Skills

Customer Service

Microsoft Office Suite

Client Relations

Creative Problem Solving

Internet/Social Media Marketing

Teaching, training, and development

Core Accomplishments

Operations

Collaborated with financial aid, admissions counselors, and academic advisors to ensure a smooth admissions process and efficient organization operations.

Accountable for all operations of busy office, including application processing, communication track, admissions files, main phone line, office supplies, and department budget.

Data Organization

Improved office organization by compiling daily enrollment reports and admissions data reports using advanced Microsoft Excel functions, maintaining the college catalog, updating the admissions website, and ensuring data integrity.

Multitasking

Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment.

Completed projects, data entry, and appointments while managing unanticipated tasks and problem-solving opportunities.

Customer Service

Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency and satisfaction.

Professional Experience

March 2012 to 10/30/2012 12:00:00 AM

University of Great Falls Great Falls, MT

Admissions Operations Manager

Supervises Operations Assistant and student workers and their duties and approves time cards and leave requests. Responsible for data entry and reporting integrity through Banner and Hobsons CRM software. Manages communication track including weekly communication mailings and associated reports, copying and filing communications for student files, mailing original communication, and arranging continued communication with students. Assists in the design of electronic communication and web-based content management. Maintains and orders supplies and admissions marketing materials. Manages purchase orders, requisitions, and budget tracking.

September 2007 to March 2012

Montana State University - Great Falls College of Technology Great Falls, Montana

Admissions Evaluator II

Complied with and implemented privacy policies including FERPA, protecting student information at all times. This includes the maintenance and protection of student records, transcripts, grades, personal information, and application materials. Processed admission applications in a timeframe consistent with Montana Board of Regents Policy. Updated the college catalog, including the rolling addendum. Kept Admissions/Records website updated and free of inaccuracies. Provided support to students, staff, and faculty members of the College through email, phone, and face-to-face interactions. Coordinated all aspects of student registration including adding and dropping classes, facilitating overrides for course restrictions, and maintaining student registration holds. Completed a variety of data entry on a continuous basis relating to student records and admission. Advised prospective students and parents on proper admissions and records procedures as outlined by college policies.

February 2007 to September 2007

Ross Dress For Less Great Falls, Montana

Assistant Manager

Completed and implemented Ross policy, planned and delegated merchandise display changes, performed customer service supervision in all aspects of the store including 50 employees in various areas. Managed accounting office procedures, including counting tills and preparing daily deposits, notifying sales audit and Loss Prevention in the event of a problem, and retaining proper invoices. Created and implemented staff schedules for all hourly employees. Utilized computer and software knowledge with all company systems for duties including email, daily procedures, service tickets, payroll processing, and time/attendance.

August 1999 to February 2007

Wal-Mart Stores, Inc. Great Falls, Montana

Support Manager, Department Manager, Customer Service Manager & Associate

Support/Department Manager: Initiated and completed special projects, planned and delegated merchandise display changes, and performed customer service supervision in all areas of the store including 500 employees. Motivated employees to keep a clean, orderly, and organized work area. Assisted with employee evaluations and coaching opportunities. Responded to customer complaints, emergencies, and Loss Prevention-related situations.

Customer Service Manager/Associate: Provided excellent customer service, resolved customer issues, served customers at the check-out and left customers with positive impressions of their visits. Participated in the development, success, and recognition of front end associates by following company procedures for training, performance evaluations, hiring, and promotion processes. Served on the Promotions Committee involving community volunteer opportunities and donations.

Education

2013 American Military University Charles Town, West Virginia

Master of Arts Management

Human Resource Management concentration

Member of Society for Human Resource Management Student Chapter

Coursework in management, organizational behavior, and strategic planning

3.5 GPA

2009 Montana State University - Billings Billings, Montana

Bachelor of Arts Organizational Communication

Graduated Cum Laude

3.69 GPA

2006 Montana State University - Great Falls College of Technology Great Falls, Montana

Associate of Arts General Studies

Graduated with high honors

GPA 3.78

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