Customer Service Project Manager

Elaine M. Robichaux

**** ****** *****, ******, ** • 714-***-**** • ***********@*****.***

QUALIFICATION HIGHLIGHTS

Administrative professional with experience in higher education, university relations, project management, and event planning. Possess strong planning and organizational skills, tact and diplomacy. Demonstrate ability to multi-task, provide effective customer service, and engage in continuous learning. Results-oriented team player recognized for proactive initiative, flexibility and ability to manage stress in fast-paced work environments. Possess excellent critical thinking and analytical skills.

EDUCATION

M.A. in Organizational Leadership Chapman University College, Irvine, California

Graduate Certificate in Human Resource Mgmt Chapman University, Orange, California

B.A. in History; Minor in Business Technology University of Houston, Texas

PROFESSIONAL EXPERIENCE

Project Management:

Worked closely with offices of the president, chancellor, dean, and admissions in arranging campus visits for VIP parents and students to discuss enrollment, residence life, and orientation resulting in greater commitment and success

Planned and coordinated student scholarship events affording opportunity for donors to meet students resulting in donors realizing how their gift impacts the lives of students

Managed gift process of presidential documents and memorabilia, working directly with donor and historical appraiser to inventory items, determine value, and arrange safe display

Planned and coordinated presidential VIP tours overseas that fostered relationship building; coordinated with ambassadors’ offices and other high ranking officials

Coordinated student events that afforded donors opportunity to meet students and realize the impact of their support

Coordinated visits by distinguished guests to campus, such as former Secretary of State Colin Powell, entertainer Jerry Lewis, and TV personality Huell Howser, resulting in community engagement

Performed survey and analysis to determine effectiveness of board, board engagement, and various campaigns, thus increasing board effectiveness and gaining greater commitment

Developed and implemented training sessions for departmental supervisors that resulted in greater team building and ensured consistency in policy implementation

Interfaced with artists in the design, approval and completion of prominent statues on campus

Project management for major complex publication printed through Cambridge University Press

o Leadership role facilitating coordination between 3 senior editors, 4 typesetters and 40 proofreaders

o Developed procedures to enhance project productivity

o Brought savings to company by completing project one month ahead of schedule

o Budget oversight

Supervisory:

Demonstrated strong customer service orientation and ability to build trusted relationships with key stakeholders, senior level administrators, and students

Provided training and oversight for new employees, volunteers, and student interns/assistants

Instrumental in establishing and overseeing book sales department for global non-profit publication firm, resulting in greater efficiency and customer satisfaction

Oversaw and directed customer service department in publication industry for six years

Ensured customer satisfaction by troubleshooting challenging issues and responding to client business needs through collaboration

Executed smooth transition in several relocation efforts

Created efficient processing and documentation of written procedures

Organized inventory, order fulfillment, invoicing and shipping for greater efficiency

Event Planning:

Proven expertise in planning and organizing logistics for executive-level board meetings, including orientation, board committees, and major social events involving prominent leaders

Directed logistics for promotional sales items at conventions with 2-3,000 attendees, including delivery of inventory, set-up and staff training

Coordinated logistics for frequent nation-wide executive meetings involving catering and convention centers

Worked closely with the Office of the President to coordinate meetings, luncheons, and special visits to campus involving distinguished guests

Administrative:

Proven ability in providing outstanding administrative support to C-level executives and boards

Proven ability to prioritize, multi-task, and manage stressful environments

Possess expertise in coordinating meetings for boards and executives that includes preparing agendas, recording minutes, drafting resolutions, and coordinating venues

Liaison for several university support groups; maintained membership records, recorded gifts, planned special events for groups, provided all correspondence to prospects and donors

Expert in performing office manager duties, including interfacing with facilities management and vendors to assure space allocation and equipment set up

Prepared confidential proposals, gift and pledge agreements, achieving major financial support

Display cultural sensitivity in receiving domestic and international executive clients

Author professional correspondence to clients, customers and donors

Arrange teleconferences involving large number of national and international participants

Proficient in maintaining busy electronic calendar and coordinating travel itineraries

Experienced in fulfilling human resources aspects for department

Fund Raising:

Effectively managed President’s Circle donor group, expanding donor base by 20% and renewal rate of 42%; raising $75,000 within 6 months

Fostered corporate relationships with parents, alumni and university prospects and performed donor relations function

Conducted on- and off-campus personal meetings with members to solicit further participation by apprising them of university programs and events

Introduced new members to the university and its student programs

Planned and managed social events for members to interact with the president

Drafted president’s correspondence; maintained membership records;

Successfully managed two student fund-raising campaigns, raising a total of $169,000

Recruited, interviewed, trained and supervised 30 student callers during phonathon campaigns

Effective in establishing and maintaining positive working relationships with community leaders and senior leadership

Assist in coordination and implementation of major fund-raising events

EMPLOYMENT

Chapman University, Orange, CA 2005 – May 2012

Executive Assistant, Office of the Executive Vice President for University Advancement

President’s Circle Manager

Senior Development Assistant, AVP of Annual Giving and Special Events

Living Stream Ministry Publishing, Anaheim, CA 1993 – 2003

Project Manager

Director of Book Sales Department

Customer Service Supervisor and Volunteer Coordinator

INTERNATIONAL EXPERIENCE

Lived in three overseas countries; possess cultural sensitivity; experienced global traveler

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