SUMMARY

• Over 15 years of experience managing business operations and customer service with diverse technologies.
• Strengths include implementation and maintenance of a state - of-the-art customer sales & service organizations.
• Successful in resolving customers concerns in both corporate and field environments world wide.
• Innovative strategist with proven ability to identify, launch and manage products and services in both emerging and established markets.
• Demonstrated competence in start-ups and Fortune 500 organizations. s for Total Quality Management. supported structure that provided simultaneously 3 levels of customer support from Interactive Voice.
• Understood clients existing needs; products and services; wrote business processes; designed CRM system; IVR (Interactive Voice Recognition) and messaging system; designed website for each client.
• Providing care representatives a screen with customer data transferred to the agent from data captured from the caller information gathered by the system. provided the best of breed technology for the implementation of a Corporate Customer Support for architecture for telecommunications, were able to choose which environment best suits their business processes and requirements to save the client time and money. created layout; mapped the fields to ERP / CRM system; designed entry port for customers; Designed user guide for purposes of navigation; created knowledge management system for frequently asked questions (FAQ’s); implemented architecture design. Results: Allowed our customers to be able to view service requests, view order status for shipped and open orders, review warranty and service contract entitlements and financial account summary. Resulted 35% call deflection within 60 days. Knowledge management provided a reduced ticket aging from 41 to 18 days. Ticket volume increased from a month.
• Order Management for Remedy and Oracle 11i for a various customer sites. Provided the company support for both B2B consumer order / demand; capture and fulfillment applications.
• Provided product Information handling, over / under shipments, tolerances, returns, order changes, order cancellations, credit checking, holds and release drop shipments, freight and special charges, and invoicing. enabled the company to pass detailed workflow activities and streamlined flows to provide revenue accuracies.
• Received Remedy and Oracle system administration .

TECHNICAL SKILLS:

COMPUTER KNOWLEDGE: Windows 7, XP,Vista, MS Office 2007: Outlook, Eudora Pro, Lotus Notes, Word, Excel, PowerPoint, Access, MS Project, Quickbooks, and Visio.

PROFESSIONAL EXPERIENCE:

Confidential, San Jose, CA

Business Ops Mgr - Project Manager

Responsibilities:

• Manage a Agile & Waterfall software releases delivery every month, quarterly, providing support for gathering business requirements, document and communicate the timing (schedule) and detail tasks involved with migrating code through the development, test and implementation cycles. Emergency builds and software deployments, scheduled release implementations.
• All changes in a release - projects, change management controls, production trouble ticket fixes. All changes in a build - by component, all projects related software changes, production trouble ticket fixes, implement application changes to production involving coordination of testers from various cross functional teams, QA, Global Business Partners, for BAT and UAT testing. The status of code or components as it migrates through the various testing cycles TCA and TCB, FPR, EBF, Point Releases and Go Live to support for Quarterly/Monthly releases.
• Managed the Software Development Life Cycle (SDLC) components for a sales force automation (SFDC) system, SAAS Oracle Applications, including but not limited to the development of use cases, process maps, requirements documentation, test plans, deployment plans, and support system administration and processes. Support operations management.
• Created and managed project plans, specifications, meet milestones, and deliverables, and reported status to key stakeholders regularly.
• Work with cross functional teams of business analysts, subject matter experts, technical and functional architects, teradata specialists, quality assurance testers, trainers, and support staff. Provide user guides/ to sales force users globally.
• Identified potential roadblocks, risks & mitigation plans.
• Work on SFDC, sales hierarchy, company site, opportunity management, contacts, & lead generation to sales quote to cash process for Sales & Marketing team.
• Provide data governance on data mining, data cleansing, & reconciliation.

Confidential, San Jose, CA

Operations/Account Manager - Start-Up

Responsibilities:

• Provide streamline sales business processes for reconciling invoicing to the customer.
• Assessing overall performance to goals. Developing appropriate company policies and makes sure they are meeting Sarbanes and Oxley. Manage customer service issues with the customer on billing and invoicing.
• Provide a significant company-wide financial impact and also played a key role in creating an effective interface (personal and/or machine) between the company and its customers.
• Manage 2 customer service representatives.

Confidential, Milpitas, CA

Customer Support Manager - Start-Up

Responsibilities:

• Monitor sales ordering system to ensure accurate receipt and booking of sales orders within Oracle 11i. Follow Sarbanes Oxley Section 404. Manage new and change sales order process.
• Analyze existing processes and make recommendations for the improvement and growth of the customer callcenter infrastructure. Manage Oracle Order Management, Service Contracts and CRM Call Center Right Now application. Provide global support for all sales offices.
• Implement quality improvement processes to achieve continuous operational efficiencies.
• Conducts on-going detailed analysis & management of forecasts, bookings, POS, inventory, returns, backlog and growth plans. Provide detailed monthly updates.
• Track shipments, delivery, billing and backlog activities. Responds to inquiries regarding status of orders and resolves customer ordering issues/difficulties. Escalation Management.

Confidential, Sunnyvale, CA

Program Manager - Start-Up

Responsibilities:

• Plan and coordinate customer service tasks, support design and sales activities ensuring proper distribution of assignments; set priorities and inspect work to ensure standards of quality are maintained; Manage customer orders, order management, service contracts, processing RMA’s and communication work flow on a daily basis.
• Manage project follow six-sigma project implementation.
• Support Sales team on forecasting, reporting, and high profile Account Management.
• Communicate effectively and foster strong relationships with business users and stakeholders. Own, lead and drive all project activities through the Project Life Cycle to ensure successful and quality, on-time, on-budget delivery of their project(s).

Confidential, PALO ALTO, CA

DIRECTOR CUSTOMER CARE - Start-up

Responsibilities:

• Collaborates with senior management to drive company and department strategic initiatives, creating delivery practices and tactics throughout the Customer Care organization. Build a Customer Care start-up ASP environment sales and service profit centre reporting to CEO.
• Support sales operations provide sales force.com build sales hierarchy, campaigns creating leads, opportunities, to support framework for Marketing Email Campaigns goals.
• Ensures customer satisfaction and consistently meets or exceeds customer expectations by instituting service levels and managing/monitoring progress; conducts periodic customer satisfaction surveys to remain current on customers changing needs and requirements.
• Create and develops processes loading pricing structure for client engagements.
• Maximizes Customer Care as a profit center; establishes and maintains procedures to control costs, while leveraging opportunities to generate revenue with in-bound and out-bound consultative email marketing campaigns support to end customer.
• Define service contracts and manage salesforce.com for marketing and sales teams, provide teaching on usage on salesforce.com. Create user guides for purposes.
• Define and develop customer relationship management tools, call management software application, build innovative customer care operational workflows.
• Defines competency requirements of staff; MBO’s, recruits, people management, interviews, hires, budget and forecasting and develops staff.

Confidential

Business Consultant Analyst

Responsibilities:

• Manage and support Monthly, Quarter/Fiscal year end software releases of ERP.
• Provide analysis and solutions for ERP business systems issues.
• Manage and support ERP/IC Engine and provide GAP analysis.
• Write documentation for RMA support and processes.
• Provide reconciliation for Finance, Logistics, Freight Bills, RMA, and physical inventory.
• Support product, system configuration.
• LiveLink Administrator, update documents for Marketing and IT organization
• Manage and support Oracle setups, Oracle Order Entry, and Oracle 11i implementation.
• Provide ERP regression testing for Order Management, Order fulfillment and Logistics World Wide support.
• Received of s within 4 months on the job.

Confidential, Santa Clara, CA

Business Operations Manager

Responsibilities:

• Manage 24x7 operations, 18 Technical Support Engineers, deliver 3-tier customer global networking data center support worldwide. Provide support for software deployment process. .
• Conducted business process reviews, developed and implemented new policies and procedures directing Technical Assistance Center Call Center utilizing Altigen Call Center application for operations to ensure 3 tiers of consistent communications and customer satisfaction.
• Achieved ISO in half typical timeframe. Manage Apropos, Telecommunications and Remedy CRM environment; Oracle 11i Order Management, I-Procurement, CRM, Oracle I-Support, Service Contracts, Manufacturing and Oracle financials implementation. Provide of Oracle modules and coordinating requirements with IS. Responsible for documenting all ISO Certified process for services. Provide management with reporting metrics for customer orders and RMA’s disposition. Manage RMA inventory at service depot locations.
• Develop project plans from design to live production environment. Work with cross-functional teams as IT/Telecom Project team leader.
• Implemented and supported a system integrations and web self-help support capabilities including a knowledge management system, resulting in a 35% call deflection within 60 days.
• Implemented report metrics, executing increase customer satisfaction survey ratings from 2.9 to 4.6 and reduced ticket aging from 41 to 18 days, while ticket volume increased from per month.

Confidential, San Jose, CA

Customer Care Manager/Project Manager - Start-Up

Responsibilities:

• Defining, supporting complex Architecture design and building the 1st, 2nd and 3rd tier Outsource Customer Care support organization with SAP system for sales & service operation.
• Developing strategy to ensure a high degree of customer satisfaction.
• Overseeing Customer Care personnel to ensure quality customer support.
• Serving as a liaison between development and customers, and manage accounts. Work with finance and accounting for headcount forecasts.
• Manage customer pricing structure for business partners from service contracts.
• RMA requests for customers for returns & exchanges. Train new employees RMA process, provide Visio workflow on RMA processes. Interface with customer and supplier for RMA resolution. ECO coordination write business processes.
• Manage Apropos Call Center Application, and provide system administration for Remedy 4.5. Implemented crystal reporting and design report charts per customer request. Responsible for daily, weekly and monthly reporting.
• Manage Oracle Order Management activities, I-Procurement, and Oracle Financials.
• Develop Project Plans for Customer Care milestones, accounting, telecom, purchasing, and engineering.