Melissa Cowan has over 30 years of experience in management, sales, operations, logistics, and project management in the telecommunications industry. She is currently a Manager of Customer Service at KMM Telecommunications where she oversees project management and customer service. Previously she held several management roles at Sprint and Transaction Network Service, where she improved processes, developed training programs, increased customer satisfaction, and managed budgets.

1. 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.

2. 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.

3. 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.