Tanika Lee

**** ********* **** * **********, GA 30096 u 404-***-**** u acrexx@r.postjobfree.com

Professional Summary

Seasoned Project Manager and Business Analyst with strong ability to synthesize available data and identify opportunities for increasing revenue, decreasing costs and improving business processes while keeping customer satisfaction as the primary goal. Motivated self-starter with excellent analytical and quantitative skills. Core competencies include Big Data reporting, Business Process Improvement as well as excellent communication and time management skills.

Core Competencies

Project Management

SAP/GEMS/CRM Manufacturing/Planning

Customer Focused

Operational Metrics Reporting

Audit/Reconciliations

AR/AP Accounting

Forecasting & Planning

Process Improvement

Compliance & Ethics

Contract Management

Resource Allocation

Vendor Management

Business System Analysis

Sales Force

Professional Experience

COMPLIANCE ADMINISTRATOR (CONTRACT) 06/2015 – CURRENT

UPS/MANPOWER

Overseeing and monitoring the implementation of ethical and legal compliance & ethics program by preforming legal research in order to assist executive level management to take a decision in a legal issue. Also serving in a lead capacity, responsible for the improvement of service process and procedures.

Single source of contact for Code of Business Conduct approvals for employees with financial ownership interest or held political offices. Follow up and maintain the implementation of the ethical code of conduct by monitoring and issuing daily/monthly/quarterly reports related to code of conduct violations.

Providing administrative support for the Vice President performing advance diversified confidential administrative duties.

HIGH TOUCH OPERATIONS MANAGER (CONTRACT) 12/2014 – 04/2015

CISCO SYSTEMS/GLOW NETWORKS

Analyzed processes and procedures for customized support services. Ensuring proper delivery and sales of product and service solutions. Identify need for and assist with creation of customer training.

Served as a business driver to improve internal and external customer operations by understanding business functions and culture. Project manage customer facing projects and internal advanced service improvements. Identifying, building and maintaining relationships with customer's internal management.

A single point of contact for operational issues, process improvements, escalations, and coordination of technical support. Representing customer needs to Cisco post-sales support teams and applicable organizations. Conducting weekly conference calls to provide status reports to customer. Presents quarterly customer business review reports including analysis and recommendations.

PRODUCT SUPPORT ANALYST 04/2014 – 12/2014

MCKESSON CORPORATION

Provided resolution for technical and operational issues regarding imaging software application. Created and routed cases to escalation engineers in a timely manner. Engaged customer advocates to provide status updates through to case closure.

Established process flowchart for case life cycle to maximize quality of service. Collaborated cross-organizationally, providing warm transfers for superior customer experience. Analyzed operational call logs to spot trends and underlying issues. Utilized the DMAIC methodology to map business processes.

Continuously reviewing performance against Service Level Agreements. Retrieved system metrics and formatted statistics to identify system issues. Monitored IT network to ensure availability to all users.

BUSINESS OPERATIONS ANALYST (CONTRACT) 06/2011 – 04/2014

CISCO SYSTEMS/INSIGHT GLOBAL

Built SQL queries within SAP/Business Objects for business reporting, including: consumer trending, metric reporting, financial planning, and forecasting. Assisted the organization in judging the feasibility of undertaking a project, policy, or new workload.

Innovative reporting to enable data-driven decision making for Supply Chain organizations. Developed a Qlikview dashboard for RMA (Return Merchandise Authorization) trending and insights. Helped the organization to make sound decisions by gathering data required to conduct product analysis from several sources, responsible for answering queries and/or complaints regarding OEM/ODM and classic Cisco defective products and general product support.

Supported Senior Manager with creating business intelligence reports. Managed headcount alignment for reporting on 60+ employees. Provided training to staff members on new systems tools and implemented business processes. Coordinated with cross-functional teams in multiple site locations for quality manufacturing data analysis utilizing Agile database (failure analysis, etc.).

PROJECT MANAGER 01/2009 – 06/2011

MAXWELL SYSTEMS

Executed and maintained program management processes and disciplines in the areas of: program schedule and quality management; communications management; human resource management; account/cost management; procurement management; risk management; change management. Managed Statements of Work to secure projects. Project scheduler responsible for project turnaround time (TAT) with emphasis on customer loyalty. Monitored project activities and updated staff on resource availability. Assigned appropriate Field Engineers to facilitate training at customer sites. Designed customer satisfaction surveys to analyze the performance of engineers.

Professional Affiliations & Awards

Operational Excellence Award – Technical Services Organization

Member of Toastmasters International - Lawrenceville, GA

Inclusion & Diversity Ambassador

Employee Resource Group Leadership Team

oTalent Pipeline Lead

oSocial Media Lead

Computer Skills

Business Intelligence - Infoview

Qlikview

MS Office Suite (Excel, Access, Powerpoint, Project)

SAP/CRM/GEMS

Clarify

Tableau

Salesforce

Agile

Quickbooks

Remedy

Education

HOWARD COMMUNITY COLLEGE – Columbia, MD

BioInformatics, 1 year completed

COMMUNITY COLLEGE OF BALTIMORE COUNTY – Catonsville, MD

Business Marketing, 1 year completed

UNIVERSITY OF MARYLAND EASTERN SHORE – Princess Anne, MD

Business Marketing, 1 year completed

References

Mr. Joseph Duarte, Senior Technical Support Manager

Cisco Systems

770-***-****

acrexx@r.postjobfree.com

Ms. Sonia Rodriguez, Business Analyst

Cisco Systems

770-***-****

acrexx@r.postjobfree.com

Ms. Gaylene Johnson, Technical Support Manager

Cisco Systems

678-***-****

acrexx@r.postjobfree.com

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