Manager Customer Service

Kelly Copp

206-***-**** *************@*****.*** https://www.linkedin.com/in/kelly-copp

PROGRAM AND PROJECT MANAGER

Entrepreneurial, cross-sector program and project manager with proven communication skills and experience working with diverse partners. Excels in promoting and executing innovative projects communication across teams and meeting goals for deliverables within budget in complex environments.

Microsoft Office * Microsoft Excel * Microsoft PowerPoint * Microsoft Word

CAREER HIGHLIGHTS

Acted as a conduit for local program, public administration and federal program opportunities, developed effective programs, grants, budgets, documentation, secured partners and marketing resources. Grant projects from $2,000 - $5,000,000

Translated business objectives into event marketing strategies and created inspiring, memorable events that drove messages to influence key stakeholders and establish collaborative relationships for future projects.

Human Resource and staff development experience developing and delivering effective and innovative training experiences that focused on efficiency, effectiveness, safety and organizational values. Activities included: hiring, on boarding, and evaluating staff.

Managed statewide (high touch/ customer service) program of over 1600 retired and volunteer professionals. Measurable program growth of over100% in 4 years with a 97% approval rating. Utilizing effective presentation, public speaking and persuasion skills through varied approaches with an obsession on maintaining ‘customer satisfaction’.

Independently managed total program delivery with strong interpersonal ethical skills including: tracking and reporting cross-functional partnerships with diverse reporting structures. Deep knowledge of grant reporting, budgets and partnership/cost sharing models.

PROFESSIONAL EXPERIENCE

Girl Scouts of Western Washington 2017 - current

Girl Experience Board Advisor

Advisor for innovative, entrepreneurial girl-led leadership development program, facilitating four weekend project management skill building workshops including event planning, budget and financial management, and marketing. The outcome of which is the development of the “#WeAre…” Regional speaker series in Fall 2018. Working with participants to ensure that all outgoing materials adhere to Girl Scouts of Western Washington Marking guidelines and policies and represent the inclusive mission of Girl Scouts. Participants are learning how to goal set, make decisions, manage money, work with people, and gain an understanding of business ethics.

Girl Scouts of Western Washington serves 25,000 girls in four Regions from the Cascade Mountains to the Pacific Ocean and the Canadian Border to just north of the Oregon Stateline.

Represented the Girl Experience Board at organization wide meetings

Western Washington Area Health Education Center 2012 – 2016

Program Manager

Program Manager for complex programs, communication point of contact for statewide initiative with 1600 volunteers at over 170 clinics in Washington State. Annual strategic plan, assessment and analytics that increased efficiency, developed and presented high quality annual program performance survey and data reports to Washington State Legislature demonstrating continuous improvement.

Developed cross-sector Project Management for, “Healing Our Heroes”, a Veterans Administrations conference focused on providing rural provider and community outreach education on Post-Traumatic Stress and Suicide Prevention in returning veteran populations.

Authored an innovative educational program and report including data analysis, and program assessment on the development of an evidence-based (analytics) healthcare workforce careers symposium in 2 regional rural communities for 9-12 graders.

Olympic College 2002 – 2011

Workforce Development Coordinator, Work-Based Learning Coordinator, Adjunct Faculty

Coordinated grant project management on branch campus in a self-directed environment that supported Professional Technical, Adult Basic Education and Continuing Education programs, Worked under pressure with local DSHS, WorkSource, Economic Development Council on requests for program expansion and communicated with funders through monthly and quarterly progress reports and data.

Multi-tasked in a face-paced environment. Supported students and program faculty with job search skills building through class presentations, internship identification; one-on-one attention, conference and job fair presentations.

Led communication, outreach, event planning and marketing, serving as a point of contact within the community and developing presentation materials for annual fairs, college events, diversity presentations, visitor tours, and civic organizations. Sought out opportunities and grants to partner with local and regional partners to create significant and meaningful educational programs and community enrichment activities.

Adjunct Faculty – Teaching Experience

Developed curriculum, facilitated discussions, presented learning materials based on adult learning principals, Worked closely with a diverse, tribal, non-traditional aged and generational poverty communities of learners.

Co-op 121-224 – variable credit Cooperative Work Experience 2003 - 2011

Co-op 120 – 3 credit Transition to Work 2004 - 2011

OFTEC 136 -2 credit Customer Service and the Information Age 2004 - 2005

Co-op 111 – 2 credit Cooperative Education Seminar I 2003 - 2004

EDUCATION

Coe College - Cedar Rapids, Iowa Bachelors Degree

Seattle University – Seattle, Washington MA coursework

RECOGNITION AND VOLUNTEER EXPERIENCE

Girl Scouts of Western Washington, Girl Planning Board 2017 - current

Shelton-Mason County Chamber Volunteer of the Year Award 2005

Shelton-Mason County Journal’s “Women of Mason County” insert 2009

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