SUMMARY:

• Extensive Customer Support experience
• Very responsible and motivated with high ethical values that can be counted on to “get things done”
• Maintain persistence and consistency to a plan to meet established goals
• Proven product/project/program management, planning, research and problem solving skill
• Strong team player with excellent communication, leadership and relationship building skills
• Exercise judgment, initiative, negotiation and diplomacy skills when providing solutions
• Unwavering advocate for customer needs and perspective
• Professional Certified TechWomen Mentor

PROFESSIONAL EXPERIENCE:

Confidential, Mt. View, CA

Sr. Product Manager

Responsibilities:

• Product Manager and POC for Salesforce Service Cloud application used worldwide by Confidential Support
• Responsible for assessing the business and technical Salesforce integration requirements for LifeLock
• (Acquisition) and Confidential .
• Define Support & Service requirements for Confidential flagship IoT Confidential Core Secure Wi - Fi router
• Participated in the E2E testing of Confidential Core Secure Wi-Fi router
• Defined Support & Service requirements for all Product Launches
• Managed and launched Confidential initiatives to increase customer acquisitions via online channel
• Plan the launch of new promotions and services offerings

Confidential

Sr. Principal Business Analyst

Responsibilities:

• Understand customer needs and create product requirements by working closely with stakeholders
• Lead POC and owner for all Confidential online store related projects, enhancements and bugs
• Improved customer experience of the Online Store, Automatic Renewal and ePayments
• Managed and drove enhancements to ecommerce process flow, resolutions of issues and regression testing globally
• Worked with ecommerce team to increase Market share and Revenue by introducing
• Worked with eCommerce team to increase Market share and Revenue by introducing multiple payment methods globally
• Implemented local currency purchasing for Brazil, thereby increasing Brazil FY15 revenue by ~$2.3M and managed deliverables

Confidential

Principal Business Analyst

Responsibilities:

• Improved and enhanced the Online Bank Transfer order fulfillment from 4 days to 24 hours. Resulted in better customer experience
• Online Store Personalization Project - Participated in the Requirements definition and provided use cases to “learn” customer buying habits
• Project Manager/Business Analyst Lead role on improving Customer Service Tool (Encore).
• Redesigned the tool User Interface and improved the performance
• Resolved one-year backlog of over 750 bugs within 4 months of being assigned the project
• POC for eMarketing team and worked on multiple eMarketing projects

Confidential, Tencor, CA

Business Process Analyst / Relationship Management

Responsibilities:

• Project Manager for Indirect Sales implementation in the Sale’s Customer Relationship Management (CRM) Application
• Project Manager for the Business Objects implementation for the Sales Team
• Business Process Analyst role for Sales CRM II project - Implementation of Served Available Market (SAM) Database for Marketing Division. Traveled to Asia and provided Sales CRM II training in Korea and Japan
• Managed and drove enhancements to the process flow, resolutions of issues, regression testing, and training for the SAP Sales CRM application
• Responsible for integration of business systems of all new mergers and acquisitions, new products and offshore manufacturing in SAP ECC 6 Variant Configuration (VC)
• Negotiated functional requirements with Business and Marketing managers (GSS team)
• Successfully implemented new processes in SAP VC resulting in increased value to Service
• Worldwide POC for generating, testing and validating SAP Business Intelligence (BI) reports
• Coordinated and successfully met all milestones for User Acceptance Testing (UAT) and all cut-over activities for final “Go-Live” for the Sale’s CRM
• Resolve over 100 inventory discrepancies in a two-week period resulting in a 99.9% accuracy and a successful year-end audit by PWC

Confidential, Redwood Shores, CA

Program Manager

Responsibilities:

• Managed strategic Oracle customer accounts
• Documented requirements, prioritized and work with development team to resolve product issues
• Managed escalations and developed project plans for all Asia Pacific strategic customers
• Facilitated escalation meetings between Oracle Strategic Customers, Oracle Consulting Services and Oracle partners to expedite resolutions
• Program managed and participated in Oracle 10 release
• Presented Metalink Demo at Trade-shows - OAUG, IOUG
• Participated in multiple Oracle trade shows

Confidential

Client Relation Analyst

Responsibilities:

• Provided operational and technical support to clients using Oracle applications
• Assisted clients with software issues, bugs, purchases, licensing, product availability, alerts & support notices
• Maintained and updated the department's internal web site, with client and product related information
• Coordinated and provided training to new team members
• Participated in creation of Metalink support portal and provided demos at multiple Oracle trade shows
• Responsible for coordinating the Y2K roll out for Client Relations and established contingency plans