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Client Services Team Lead Resume

Irvine, CaliforniA

SUMMARY:

Over 20 years Professional Retail and Business Management experience serving the Retail, IT/Software industry. Diversified experience managing full life cycle, high profile business critical projects for a broad range of business applications.

CORE COMPETENCIES:

  • Project Management Complex Business Acumen Analysis/Requirements/ROI Specialist
  • Planning Professional Superior Writing Skills Quality Assurance Dedicated
  • Superior Interpersonal Skills Retail Subject Expert Critical/Convergent Thinker
  • Business/Vendor Management Project Scheduling Adept Documentation Principles

TECHNICAL PROFICIENCIES:

Software Applications: Retek (RMS), Island Pacific, Retail Pro, ERP, CRM, HP Test, Neoload, Selenium, Bad Boy, Point of Sale (POS), Seagull GUI, Serena, Oracle SQL Developer, SharePoint, Paymentech, PayPal, CBA - Amazon, Tealium

Operating Systems/Platforms: Demandware, Fry, Windows 7/XP, Microsoft Office Suite, Oracle, MAC, IOS, E-Commerce, Internet Explorer, Firefox, Safari, Chrome, Opera, Social Media, Loyalty, JIRA, Tradestone, WebPDM, Merchantry

Databases/ Languages: Oracle, Linux, SEQUEL/SQL, AS/400 I Series, DBU, Query/400, RPG

Process Management: JAD Sessions, Waterfall/SDLC, Agile, Quality Control, Change Management, SOX/PCI

PROFESSIONAL EXPERIENCE:

Client Services Team Lead

Confidential, Irvine, California

Responsibilities:

  • Manage team of Client Service Analysts who provide technical support to leading Retailers
  • Manage Client challenges, recommend innovative solutions and resolve conflict
  • Motivate team to exceed Client expectations for targeted SLA goals as well as other Client service goals for exceptional Client Management
  • Advise benefits of Confidential products/services as well solicit feedback for improvement
  • Demand Forecasting, Assortment/Inventory Planning, Allocation/Replenishment, Order Planning and Price & Markdown Promotion Management Focus
  • Comply with Confidential Client Service charter
  • Operate in a fast - paced, dynamic technical environment offering OnCloud and OnSite models
  • Publish daily, weekly status reports

Project Lead/Senior Business Analyst IT Projects PMO

Confidential, Anaheim, California

Responsibilities:

  • Established Project Management life Cycle from initiation of project to achieve more efficient control on application implementations, integration, collaboration, interoperability and overall quality
  • Facilitated high level meetings for stakeholders including Business Sponsor including CFO, CIO and VP’s for accelerated collaboration - communications
  • Developed various project documents including:
  • Business Charter, Branded Vendor Survey, Vendor Demo/Comparison Matrix, Vendor Recommendations, Analysis Recommendations, Architectural Design Document, Pricing Analysis, MSA/SLA, Department Impact Matrix, Vendor Discovery and Expanded Assortment ROI Analysis
  • Completed Vendor Demos, Scoring Matrix, Vendor Policy Guide, Vendor Agreement, Vendor Terms, Profile Sheet, Recommendation and On-Boarding
  • Created Development, Business and Vendor Resource Management Calendar
  • Technical Development:
  • XML, EDI, SFTP, Database, Product Samples, Imagery, Order Management and Invoicing
  • Prepared QA test strategy with cases and test plans in partnership with Team
  • Held walkthrough presentations for Business Users to improve communication - overall project success
  • Generated Technical Guide for Branded Vendors, Business and Developers
  • Generate Project/Development/QA log files (bug, revision, issues, resolution, Post Mortem Management)

Manager, Quality Control

Confidential, Foothill Ranch, California

Responsibilities:

  • Manage the quality of business systems delivery by collaborating with business users, development team members, and others through the project life cycle.
  • Create and contribute to business requirement and design documentation.
  • Manage and maintain test plans, schedules and communications in support of the project functional requirements; using the Quality Control Packet templates.
  • Manage new development - test processes using proven regression, modification and integration methodologies.
  • Troubleshoot recreating issues related to new development defects and production defects, as appropriate.
  • Manage defects, issues, risks, action items and/or status with Manager immediately and regularly.
  • Manage complete testing in a timely manner working closely with QC Staff, Development and Business Owners.
  • Manage defect database to identify trend, solution and summary data.
  • Maintain high level of system application knowledge.
  • Develop automated test tool methodologies to simplify future testing.
  • Train and/or demo new development - fixes to Business Owners and Users as assigned.
  • Create complex SQL related to project delivery and reporting needs.

Business Analyst

Confidential, Foothill Ranch, California

Responsibilities:

  • Lead Joint Application Design (JAD) Sessions with Executive Management, Business Users and IT principles to understand, design and scope requirements.
  • Created extensively detailed Functional Specification documents that included business process workflows, screen mockup/prototypes and reporting SQL queries/samples.
  • Utilized Visio, Microsoft Suite tools to strategically map out current process flows, future process flows.
  • Developed test plans, test cases and scripts, perform User Acceptance Testing (UAT) testing; provide timely results.
  • Created complex SQL Queries as well as Report mockups to assist in the Data Modeling requirements
  • Analyzed complex business problems to be solved with automated systems. Provides practical application expertise in identifying, evaluating and developing systems and procedures that are cost effective and meet user requirements.
  • Extensive Web Technology experience included native module applications as well home-grown solutions
  • Conducted Vendor and Industry analysis; where applicable.
  • Trained users on the current process change; troubleshoot daily production issues.

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