Ruggiero Resume ****

Lisa Ruggiero

Phoenix, AZ

abqkxp@r.postjobfree.com h: 480-***-**** c: 480-***-****

Strategic Passionate Customer Centric Professional

CAREER SUMMARY

Strong focus on building and improving client relationships driving high levels of satisfaction resulting in

a 98.9% retention rate. Results-oriented and highly organized with proven success managing 5 to 7

simultaneous complex projects / programs from requirements gathering through launch. Consistently

achieve project delivery milestones and deadlines with exceptional communication and follow through.

KEY STRENGTHS

Relationship Building; Leadership; Requirements Definition; Contingency Planning; Delivery Management;

Training and Development; PMI Standards; SAP Methodology; Agile Methodology; Call Center Technology

PROFESSIONAL EXPERIENCE

CONSTULTANT, OCT 2010 TO PRESENT

ERP STAFFING SOLUTIONS, INC.

90 day contract for a large ERP Hosting company in Phoenix, AZ to manage a new SAP

implementation project.

PROGRAM MANAGER, JULY 2007 to FEB 2010

MontaVista Software (acquired by Cavium) Tempe, AZ

Embedded Linux Software Company

Increased customer satisfaction by 45.5% within 2 months after assuming responsibility for high

revenue key customers as a result of exceptional ability to advocate for client needs.

Ensured strict adherence to Project Management Institute (PMI) guidelines while utilizing the

Agile Software Development methodologies resulting in on-time in-scope delivery of a new

software product.

Achieved a 1.2% increase in training revenue in 2009 compared to lost revenues throughout the

industry during the same time period by creating and managing new Web-based training courses.

Managed relationships with training vendors, as well as created training schedules.

SERVICE DELIVERY MANAGER, JUNE 2000 to JULY 2007

ACS AMS Phoenix, AZ

ERP Hosting Company

Achieved 90% client retention, grew revenue by 35%, and increased overall satisfaction by 80%

within 10 months through exceptional communication and improved service delivery for key SAP

hosted accounts.

Managed 5 to 7 simultaneous complex projects and programs from requirements gathering

through launch and then on-going account maintenance. Developed and updated project plans,

coordinated project meetings, managed requirements, and tracked progress.

Drafted Statements of Work (SOWs) and maintained 100% current account receivables.

Monitored client database disk utilization and delivered timely reports to facilitate client planning,

budgeting, and forecasting.

Chosen as key member of three process groups working to obtain BS15000 certification.

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CUSTOMER CARE DIRECTOR, 1999

Dobson Communications / Cellular One Richmond, KY

Cellular Phone Company

Managed day-to-day operations of customer care center. Supervised, trained, and evaluated over

45 team members.

Orchestrated complete restructuring of the customer care center; introduced workflow efficiencies

resulting in 20% increase in client satisfaction within 6 months.

Enhanced team satisfaction by 40% with implementation of clearly defined responsibilities,

performance standards and incentives.

CUSTOMER CARE MANAGER, 1990 to 1999

AirTouch Cellular (acquired by Verizon Wireless) Phoenix, AZ

Cellular Phone Company

Developed and coached a management staff of 10 supervisors.

Implemented job requirements and performance standards for customer service representatives

and supervisors to achieve world class call center goals.

Focused on results for the Call Center, which contributed to 78% increase in the Average

Speed of Answer, 48% decrease in Average Handle Time and 42% increase in Service Level.

Developed contingency plans with the Network Director to ensure minimum customer impact.

Collaborated with Cellular Network Engineers, Telecom Manager, and LEC to resolve customer

call routing issues worldwide.

Assigned to the corporate team to implement new products and practices to combat cellular

fraud and maintain customer satisfaction and loyalty. Decreased fraud losses from 1.5M to .4M

in 8 months.

Selected best practices and procedures for new fraud prevention technologies on the network,

and decreased fraud by 60% in the Atlanta market compared to gains in other markets.

Additional experience: Paralegal with Household Finance, and Bankruptcy Supervisor with Citicorp.

EDUCATION / CREDENTIALS / AFFILIATIONS

Bachelor of Science in Information Technology, Systems Analysis University of Phoenix

Training: Project Management Certification Training (PMP Exam in process)

Professional Affiliations: Project Management Institute, National Association for Female Executives

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