Project Management Customer Service

Emily Cooper

Columbus, Ohio

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

740-***-****

A versaƟle and adaptable administraƟve professional with a strong background in customer service, team leadership, and project management

I’m seeking a posiƟon with an established company that will allow me to fully uƟlize my skills and experience to contribute to its efficiency and success while providing opportuniƟes to enhance and deepen my professional repertoire

Work Experience

Driver

LyŌ-Columbus, OH

August 2023 to Present

UƟlize the LyŌ app, navigaƟon apps, and iPhone to pick up passengers from their selected pickup points and drive them safely to their selected drop-off points.

Cashier/Night Manager

Kirby Foods-Eureka, IL

May 2022 to March 2023

- Customer Service: Assisted customers with quesƟons regarding stock and orders, checked customers through lanes, bagged groceries, and sold loƩery Ɵckets

- AccounƟng: Balanced safe, generated store totals reports and loƩery sales and cashed reports, ensured drawers were stocked with correct cash amounts and stored in the safe

- Team Management: Supervised a team of 3-5 cashiers and 1-2 stock staff during night shiŌs and trained new cashier staff members

Student, Court ReporƟng Program

Downey Adult School-Remote

April 2019 to September 2022

ExecuƟve Assistant

Rosov ConsulƟng-Berkeley, CA

July 2017 to April 2019

- Project Management: Acted as Project Assistant on an academic consorƟum run by the principal, created agendas for project management meeƟngs, managed the ProjectPlace workspace for the project management team, coordinated board meeƟngs and events, wrote correspondence, coordinated with funders, researchers, and board members, and assisted the principal in draŌing budgets, acƟvity plans, and other documentaƟon of work

- Sales Support: Managed the NBD pipeline, entered and updated New Business OpportuniƟes in Salesforce, keeping Salesforce opportunity amounts and client informaƟon up to date as RFP's were assessed and proposals were wriƩen, prepared and sent contract documents to clients as New Business Deals were closed, and followed up with senior project associates weekly to ensure that informaƟon on opportuniƟes was accurate and current

- ExecuƟve Support: Managed the principal's calendar, prioriƟzed client and internal meeƟngs, scheduled events, watched for conflicts, and acted to reschedule or cancel meeƟngs as needed

- Travel Planning: Assisted the principal with arranging travel to client meeƟngs, conferences, and events between one and two Ɵmes per month, including internaƟonal travel, created travel iƟneraries and worked with travel agent to book hotels, car service, and airfare, ensured all bookings were entered into the principal's calendar, taking Ɵme zone into account, and confirmed all relevant phone numbers and addresses

- Event Planning: Planned annual staff retreat, searched for, evaluated, and secured meeƟng venues, caterers, and accommodaƟons, created budgets, coordinated ground transportaƟon and employee air travel, assisted with acƟvity planning, coordinated other off-site team meeƟngs such as board meeƟngs and research project design team meeƟngs, planned and coordinated team events including happy hours, monthly team lunches, and holiday parƟes

- RecruiƟng: Assisted the director of operaƟons with posƟng job lisƟngs on job boards, sourcing resumes, assessing resumes, and general recruiƟng strategy

- Office Management: Kept kitchen and office supply closet stocked and organized, maintained the office’s library, maintained magazine and journal subscripƟons, hired contractors for small projects, and kept vendor contracts organized

- WriƟng: Assisted the principal and director of operaƟons in draŌing email and mail correspondence, markeƟng materials, recruiƟng materials, contracts, and reports, and proofread documents Driver

LyŌ & Uber-San Francisco, CA

October 2016 to July 2017

UƟlized the LyŌ app, navigaƟon apps, and iPhone to pick up passengers from their selected pickup points and drive them safely to their selected drop-off points.

Customer MarkeƟng Manager

PlanGrid-San Francisco, CA

June 2015 to May 2016

- Program Design: Designed, implemented, and administered customer loyalty program through InfluiƟve plaƞorm

- Market Research: Researched projects, interviewed customers, and draŌed and obtained publishing approval for case studies

- Review SolicitaƟon: Worked with demand generaƟon to generate 300 organic customer reviews on popular b2b review sites

- Customer Feedback Loop: Worked with product and growth teams to write and deploy surveys to gather customer feedback on UI and UX design and purchasing decision making, including a net promoter score survey

- Content GeneraƟon: Organized blog publishing schedule, developed content ideas, and wrote and edited blog posts Head of Customer Support and QA

PlanGrid-San Francisco, CA

September 2014 to June 2015

- RecruiƟng: Hired, trained, and managed eight customer support representaƟves and six QA testers for iOS, Android and web

- Training: Developed and implemented onboarding program and ongoing training for customer support staff and sales team members and served as ongoing point of contact for sales support

- Scheduling: Scheduled weekly support shiŌs for up to 40 frontline support team and sales team members

- Quality Assurance: Ensured test protocols for all plaƞorms were kept current for each release and led the development and implementaƟon of cross-team processes for bug reporƟng and feature requests OperaƟons Coordinator

PlanGrid-San Francisco, CA

September 2012 to September 2014

- Customer Service: Provided frontline customer support (via chat, email, and phone)

- Customer RelaƟonship Management: Conducted product demonstraƟons and maintained customer relaƟonships, including maintaining accounts and providing billing support.

- WriƟng: Wrote and maintained customer-facing help documentaƟon

- Technical Support: TroubleshooƟng, soŌware tesƟng, and bug reporƟng EducaƟon

Bachelor of Science in Sociology

Bradley University - Peoria, IL

Skills

• Customer service (10+ years)

• Task Tracking (6 years)

• RelaƟonship management

• MarkeƟng

• AccounƟng

• Calendar management (5 years)

• Live chat

• ExecuƟve administraƟve support

• MarkeƟng automaƟon (2 years)

• Cash register

• AdministraƟve Experience

• BudgeƟng

• Zoom (5 years)

• Supervising experience

• English

• Event planning (2 years)

• MicrosoŌ Outlook

• Client services

• Front desk

• Customer support

• Trello (10+ years)

• EdiƟng

• Project scheduling

• Travel planning (5 years)

• Office management (2 years)

• Salesforce (2 years)

• Google Ad Manager

• CommunicaƟon skills

• Slack (5 years)

• Interviewing (5 years)

• Google Docs (5 years)

• Training & development

• RecepƟon (2 years)

• Product demos (2 years)

• MicrosoŌ Excel (2 years)

• ProjectPlace (2 years)

• Training (5 years)

• Mac OS (15 years)

• MicrosoŌ Office (15+ years)

• Project management (5 years)

• Team management (5 years)

• Data entry

• Banking

• Office experience (5 years)

• Product Demos

• Phone eƟqueƩe

• Analysis skills

• RecruiƟng

• iOS

• Time management

• Personal assistant experience

• Filing

• Leadership (5 years)

• Driving

• Project coordinaƟon

• WriƟng skills (20+ years)

• Project management soŌware

• SoŌware tesƟng

• Cash handling

• Management

• Proofreading

• ExecuƟve Support (2 years)

• OrganizaƟonal skills

• GPS

• Water damage restoraƟon

• MicrosoŌ Powerpoint

• Clerical experience

• MicrosoŌ Word

• DropBox (10+ years)

• Google Calendar (5 years)

• Google Suite

• Computer skills (20+ years)

• SoŌware TroubleshooƟng

• Databases

Contact this candidate