MMeelliissssaa CCoowwaann 30150 West 154th Street • Gardner, KS • 66030 • Phone• Cell (913-731-5579)

E-mail: mcowan48@gmail.com

PROFESSIONAL SUMMARY

Extensive Management experience in sales, Operations/logistics, and project management concentrated in the Telecommunications Industry. Accustomed to high-profile, high-pressure work environments. Strengths include leadership, self-motivated, multi-tasker, strong logistic business/management knowledge and skills, process improvement and strategic planning. Very customer focused and highly effective relationship building skills.

KMM Telecommunications Gardner, Kansas Manager Customer Service

2012-Present Specialized in Managing Operations Project Management, the Customer Service Team and serve as a SME and liaison for eRIMS: heavily involved in project implementations and developing process and procedures for new business programs.

Significant Accomplishments

Received a “Kudos” acknowledgement in our internal company wide newsletter that came from our VP of Sales and VP of Integrated Customer Solutions on the success of the KMM/Crown Castle Road Show training event that was completed in June.

Received the “Extra Mile Award” for a successful implementation with our General Dynamics customer’s warehouse move and setup. Managed the project from beginning to the end including training the customer and warehouse on our eRIMS last mile staging tool.

Assisted in the development of eRIMS system enhancements becoming a SME with this tool creating quick reference guides for internal and external users. Responsible for training all users.

Work with all levels/departments to insure projects are managed efficiently, timely, and professionally.

Developed process improvements and valuable reports utilized within the company and for customers.

Have created great rapport with my team and supporting department’s upper management. I have built solid relationships with everyone that I work with from my VP, my employees, co-workers or customers. I’m dedicated to building bridges not burning them.

Transaction Network Service Inc. Overland Park, Kansas Business Analyst/Program Management, Marketing and Training Coordinator

2006 - 2011 Specialized in Project Management and served as a SME and liaison for several departments: Sales, Operations, Marketing, Accounts Payable and Information Technology. Supports sales managers and sales representatives with revenue, quota, pipeline & contract reporting, manages sales training, websites, new software solutions, training documentation, e-learning administrator and related processes.

Significant Accomplishments

Developed reports for Sales and Marketing, created a White Space report, improved reporting for pipeline. Served as a SME with developing internal websites using SharePoint, System expert in Salesforce.com, Siebel, PeopleSoft, Oracle and other

Improved the Quota setting process for the Field and Inside Sales team

Managed Software Development Processes: Researched, planned, tested, developed and implemented company’s e-learning program served as subject matter expert, administrator and trainer. Used evaluation tool similar to the GAP analysis.

Responsible for the automation of several manual training processes: Improved the training schedule, training calendars, training manuals, and reporting.

Streamlined the Software Development Process for Survey tools. Developed and delivered Customer Satisfaction Surveys and generated the reporting results for the company.

Sprint North Supply, New Century, Kansas Program Manager and Marketing Liaison

2003-2006 Performed as project leader and liaison between Sales, Marketing and Information Technology divisions. Supported executive staff, developed and implemented process improvements, Sales reporting and analysis, developed presentations planned and implemented deliverables for organization’s annual National Customer Service week and monitored documentation and accuracy of Intranet Website content.

Significant Accomplishment

Instrumental to increasing Customer Satisfaction Survey results applicable to Inside Sales representatives (92 %) by implementing a process improvement function which improved the product knowledge of more than 350 sales agents.

Facilitated the process improvement of the stock withdrawal process and the vendor pricing process by automating the processes and reducing steps.

Participated in the success of the order holds initiative: Our team successfully improved the process to remove the holds, reduced orders going on holds and increased order release times to distribution centers and reduced cost to the company.

Sprint North Supply, New Century, Kansas Supervisor of Sales Support

2001-2003 Supervised and managed the overall performance, training and productivity of 21 employees. Sales functions comprised: processing customer orders, documentation of sales processes, managing problem invoices and customer reporting functions.

Significant Accomplishment

Successfully accomplished order entry daily goal of 95 %.

Instrumental to the reduction of customer orders that were placed on hold.

Developed and implemented performance improvement processes for agents which demonstrated an increase in employee morale.

Sprint North Supply, New Century, Kansas Manager of Sales Operations

1998-2001 Managed the performance of 30 employees and responsible for $300 million in annual revenue and divisional responsibilities pertinent to: sales, customer service, budgeting, reporting supplier relations, and new hire training. 1998 received Sprint Elite Award 1 & 2nd Quarter received the Annual Sprint Excellence Award.

Significant Accomplishments

Instrumental to the accomplishment of automating and standardizing processes and procedures for three sales organizations. The outcome improved the performance of more than 250 field sales and customer service agents who were significant to generating $1.5 billion in annual sales revenue.

Co-led and collaborated with directors, managers and supervisors to prepare for the company’s second largest reorganization.

Sprint North Supply, New Century, Kansas Program Manager III/Sales Specialist

1987-1998 Managed budgetary expenses for field sales and inside sales agents, and served as project lead for the implementation of organization’s new software. Project Specialist, Team lead for sales department, trained new hires, reporting, customer service, and order entry. 1996 received Sprint Elite Award 1st Qtr.

Resume Melissa Cowan 2

Significant Accomplishments

Created a sales operations department, created new reporting tools, control books for field sales, and user guides for new hire training.

Created incentive pay process for inside sales agents and designed and launched a marketing campaign process that was utilized by sales agents and product managers

Facilitated the Fun Committee team and activities. Incorporated the “Fish” and “Gung Ho” philosophy to motivate, inspire, energize and empower the employees to excel in meeting our goals.

EDUCATION Johnson County Community College, Overland Park, Kansas

CERTIFICATION

ICSA (International Customer Service Association) Certified (2004), Rockhurst University, Kansas City, Missouri

Kauffman Entrepreneurial Certification Program Certified (2001 & 2006) Lenexa, Kansas Brainshark Certification Program Certified (2010) Brainshark Administration, Author and Rapid Learning Administrator.