Melissa V. Coleman ♦ Stafford, Virginia 22554 ♦

Customer Service & Administrative Professional
Program Analyst │ Customer Support Analyst

Results-oriented, accomplished operational support and customer service analyst professional with a 10+ year record of achievement and demonstrated success enhancing client satisfaction while simultaneously boosting efficiencies and bottom-line results.

Adept at leveraging technology to increase operational efficiencies, training clients, optimizing resources, forming mutually beneficial partnerships, and creating comprehensive procurement and customer service initiatives. Proven analyst who mentors team members and provides critical leadership to the corporation and senior management team. Demonstrated ability to learn and teach new concepts, easily adapt to change and manage multiple simultaneous tasks. Additional core competencies include:

 Project Management  Reporting  Budget Management
 Strategic Planning  Forecasting  Customer Relationships
 Policy Creation  Process Design  Operational Efficiency
 Regulation Compliance  Service Support  Procurement

Career History

SAIC, Stafford, VA 2011 to Present

Technical Analyst I / Team Lead (Procurement)
Managed a team of three top-notch Analysts. Expertly guided clients through complex purchasing process. Acted as subject matter expert (SME) on Marine Corps Common Hardware and Enterprise Licensing Catalog. Researched and resolved customer issues via telephone and email. Authored detailed progress reports for clients to ease tracking ability. Liaised with customers off-site to provide procurement support. Trained and mentored newly hired team members on internal processes, procedures and systems. Created and presented weekly productivity reports.

Appointed Liaison between commands and contracts with complex procurements as well as copious requests; attended bi-weekly meetings, posting minutes, tracking procurements and gathering documentation.
Utilized ITSS Shopping Cart, ITPRAS and SharePoint to track orders from origination to delivery.

Swishdata Corp., Warwick NY (Remote Employee) 2010 to 2011

Inside Sales Representative
Forged relationships with key stakeholders at client accounts to enlarge account base. Constructed a detailed cold calling plan to establish business within a new territory. Performed research on product pricing, analyzed configurations for accuracy and created sales quotes for Army Team. Maximized sales within existing accounts. Cultivated and fostered relationships with vendors and distributors.

Leveraged innate creative ability to develop compelling marketing campaigns to boost revenue from federal clients.
Obtained certifications to further knowledge base; VMWare, SpectraLogic, Network Appliance.

McAfee, Reston, Virginia 2006 to 2010

Inside Sales Representative
Prospected for new clients through outbound sales call campaigns. Showcased product attributes to clients. Drove customer attendance to customer-focused events. Gained in-depth knowledge of security industry products.