SUMMARY:

• Experienced and highly motivated self - starter with strong leadership skills and 18 years of exceptional customer service. With a proven ability to take initiative, multi-task, meet tight deadlines and will enhance your company. Resourceful and organized team player with strength in learning new programs quickly. Consistently recognized for leadership and delivering high quality under pressure.

TECHNICAL SKILLS:

SKILLS: Crystal Reports MS Office: Access, Excel, Outlook, PowerPoint, Publisher, Word CRM Database Lotus Notes Google Apps Google Docs Microsoft SQL

PROFESSIONAL EXPERIENCE:

Application Support Manager

Confidential, Chicago, IL

Responsibilities:

• Managed, maintained, and supported the Personify system and relevant data bases.
• Provided specifications and recommendations for process work arounds or Personify system modifications.
• Updated and maintained Personify system code, tables, and queries.
• Created and modified user and group security privileges for Personify application.
• Acted as a liaison with Personify staff and other partners to ensure product growth, development, and stability.
• Designed, tested, and analyzed Crystal reports for end users.
• Documented all procedures, standards, best practices, and policies as applicable.
• Provided semi-regular to end users.
• Modified and designed tables, tabs, screens, and created SQL functions.
• Built dashboard reports using Tableau.

Business Systems Analyst

Confidential, Chicago, IL

Responsibilities:

• Provided helpdesk Level 2 end user support for the CRM applications, including basic functional and troubleshooting through the Track-It ticketing system.
• Served as liaison to Personify.
• Served as administrator for CRM applications, i.e. with the appropriate authorization, adds/changes/deactivates system codes and maintains user accounts.
• Collected business needs and requirements for implementation/upgrade projects, under the guidance of project manager and in conjunction with business owner/business department.
• Translated business requirements into specifications to be used by the application development team.
• Coordinated test script development, user acceptance testing.
• Provided assistance with canned reports.
• Developed, ran and administered data analyzer reports.
• Developed procedural documents, workflow diagrams, statistical reports and other written tools.
• Developed SQLqueries to research, analyze, and troubleshoot data and to createdreports.

Member Services Data Specialist

Confidential, Chicago, IL

Responsibilities:

• Served as liaison to IT for Personify upgrades and system changes.
• Managed the setup of new system products and codes.
• Ensured data was current and up to date in the system and was pushed out for Find a Periodontist (FaP).
• Assisted Director and Managers with any reports and statistics needed for the annual budget.
• Developed and maintained data integrity with the creation of proper a standard operating procedure manual.
• Worked with Manager of Journal Production and Circulation on subscription renewal: Issues invoices, processes payments, welcome emails, online access instructions, alerts Manager of delivery problems and other service complaints.
• Communicated effectively and diplomatically with a wide variety of constituents.
• Managed and coordinated the annual dues campaign for 8200 members resulting in $4.5+ million in revenue (40% of the Academy’s revenue).
• Managed retention efforts including: dues reduction plans, monitoring members on dues payment plans, offers financial waivers as need, and managed the full time faculty reduction program.
• Managed retention reports sent to the AAP Board of Trustees.
• Managed and coordinated with the Publications and Marketing department in billing individuals, institutions and subscription agents resulting in $600+ thousand in revenue (5.4% of the Academy’s revenue).
• Managed the monthly balancing report for s, Subscriptions and Donations (Refunds/Write-offs).
• Managed accounting codes for s, products and Subscriptions in Personify.
• Generated reports from raw data using SQL.

Quality Specialist

Confidential, Chicago, IL

Responsibilities:

• Managed the Error Change report that was created and distributed weekly to the Executive Team in providing analysis.
• Researched errors and charged them accordingly to the Associates on the production floor.
• Communicated with Client Service Professionals and Remit One Service Support.
• Created a research manual and trained new Quality Specialists from Mumbai and the Philippines in transitioning the work overseas, resulting in the savings of $1.5+ million a year.
• Selected as Diversity Team Council Member and organized diversity events to strengthen culture and support high performing teams; created events to bring people together to show that work is fun to learn about others.

Team Lead

Confidential, Chicago, IL

Responsibilities:

• Developed 3 teams of 10 Associates; Modules 6, 8 and 10 (Mail Extractors and Data Keyers) through strong leadership, mentoring and provided feedback.
• Trained and coached others in all aspects of assigned work functions.
• Communicated with the Executive Team with progress of the teams.
• Managed 600+ lockboxes that would result in $500k+ in daily deposits.
• Responsible for migration to a new platform for 30 Associates. During platform transition this included: s and created a timeline for Associates with their respective accounts to the new platform.