Project Manager Customer Service

Rosa Tao

***** ***** *** • Union City, CA ***** • *******@*******.*** • 416-***-****

A passionate and results-oriented professional experienced in Business Analytics, System/Software

Development Life Cycle, Requirement Gathering, Data Analysis, Financial Analysis, UML, Customer

Relationship Management, Business Process Design/Reengineering, Website Design and SAP ERP.

Highlight of Qualifications

Excellent analytical and interpersonal skills applied to research and marketing in the E-Commerce industry

Effective problem solving and communication skills gained from 8 years of experience in Customer Service

Proactive team player with experience working in diverse groups and ability to prioritize demonstrated by applying

Project Management Principles such as conflict resolution in group work, increased teamwork efficiency

Strong attention to detail and accuracy while meeting deadlines and ability to working under pressure

Exceptional organizational skills, quick learner, highly self-motivated and easily able to adapt to change

Fluently bilingual in English and Mandarin

Proficient in Computer Applications - MS Office (Word, Excel, PowerPoint, Outlook, Access, Project, Visio) Adobe

(Photoshop, Flash, Dreamweaver), FrontPage, HTML, MySQL, Google Analytics, OOD, JAVA, PHP

EducationBachelor of Commerce Degree - Business Technology Management

Apr 2013 Ted Rogers School of Management, Ryerson University, Toronto ON

Business Administration 3 years Advanced Diploma - E-Commerce Management (Graduated with Honours)

Sheridan Institute of Technology and Advanced Learning, Oakville ON Apr

2011

Certified Search Engine Marketing Professional SEMPO

Institute, 2010

Professional Work Experience

Business Analyst Consultant: Metrolinx, Toronto Sep 2012 –

Present

Worked closely with I.T. and Transportation Planning to define business needs and requirements on a Geographic

Information System (GIS); conducted face to face interviews with 31 departments within Metrolinx

Delivered a thorough analysis report that evaluates current business process to the IT Director; provided

recommendations on the possibility of implementing GIS enterprise-wide based on cost and benefit analysis

Wrote and presented a detailed 20 page Request for Proposal (RFP) on project approach methodologies, successfully

convincing senior management to approve a collaborative project with Ryerson students

Prepared status and project progress reports; attended weekly stakeholder meetings to gather business requirements

Acted as a Project Manager, applied PMBOK conflict resolution principles to increase teamwork efficiency; improved

communication among 6 members on the project team

Inside Sales Support: Lakeside Process Controls Ltd, Mississauga June –

Sep 2011

Worked as a liaison among cross functional teams for compliance validation and audit activities

Updated Purchase Order Change Request and Requests for Quotations (RFQs)

Documented customer orders in company’s Order Management System (NOMIS), ensured each business process was

completed on time, increased overall team work efficiency

Provided ad-hoc reporting and analytical support as needed, created customer status reports

Maintained correspondence with clients and vendors on a daily basis, solved their concerns precisely

Contact Centre Representative (Bilingual): Planet Energy, Mississauga Jan –

June 2011

Demonstrated ability to quickly grasp company’s services, techniques and procedures; effectively used the

knowledge to address customers’ inquiries and issues at 1st line, resulted in greater customer satisfaction

Used multitasking skills to provide matching services and maintaining records while simultaneously conversing with

client over the phone; exceeded management’s daily KPI goals for both outbound and inbound calls

Rosa Tao 416-***-**** page 2

Real Estate Assistant: RE/MAX Realty Enterprises Inc., Brokerage, Mississauga May –

Aug 2010

Designed window display advertisements, newsletters and feature sheets

Reviewed and recorded agent’s monthly spending using Quicken

Managed and migrated client database from Agent Office to Microsoft Outlook; self-taught mail merge and used it to

generate newsletters, labels, E-mails

Prepared legal documents for listings and purchased properties, ensuring timely delivery

Created websites promoting listings, applied Google SEO techniques to optimize website traffic

Internet Marketing Research Analyst: WSI Internet Consulting, Mississauga Jun –

Aug 2009

Conducted in-depth SEO/SEM/PPC research, analyzed competitors’ unique selling proposition and pain points, top

keywords that increase ROI, presented a 20 page recommendation report to manager to improve brand awareness

Created marketing best practices and E-mail marketing campaigns including marketing messages for Conversion

Architecture Platforms, Paid Search Marketing, Organic Search Marketing, Targeted Lead Marketing and Web

Analytics, implemented on social media websites

Collaborated with the web development team, launched a new website on time and within budget

Designed Web Banners, Sales Sheet and Logos using Photoshop for company’s conventions

Product Data Management (PDM) Documentation Office Assistant: Motorola Solutions, Mississauga Jun – Aug

2008

Used ERP BaaN Configurator to manage, update, and generate company’s confidential documents. Used judgment and

professionalism when submitted to Engineers for approval. Reduced process time by 25%, allowing Engineers to

complete projects faster; gained in-depth knowledge of Product Lifecycle Management

Managed, migrated, archived and maintained sensitive engineering data consisting of thousands of records with

attention to detail; enhanced file locate time

Processed Engineering Change Request/Notice documentation (ECR’s/ECN) using both written and verbal

communication skills, learned engineering release procedures

Relevant Projects

Information Technology

Designed a database using Access and MySQL to construct, query, update and administer a database

Created, designed and published a static and dynamic website using Dreamweaver CS4, PHP, HTML and MySQL to

meet a real customer’s expectations from scratch

Designed and implemented a new computer system for a clinic to improve their administration process, including

creation of use case analysis; system sequence, interaction and class diagrams; ensured final system design is well

matched with user requirements specification

Business Administration / Teamwork

Analyzed Google, Oracle, Amazon, EBay, Cisco using SWOT analysis and competitor analysis; produced a 15 page

report outlining alternatives and recommendations for each corporation

Presented a 25 page report at RBC Case Competition on “ Leveraging Social Media to Improve Business Processes”,

analysis contains business strategy map, re-designed business process flow chart and marketing initiatives

Developed critical thinking and negotiation skills as a result of participating in a highly competitive international

business strategy game; successfully collaborated with 3 group members on making each year’s decisions

Played both roles as board of directors and executives to evaluate Cisco’s ERP system

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