Customer Service Quality Assurance

Arsenii Samoilov

Saratoga, California, USA +1-408-***-**** (Cell)

*******.********@*****.***

Business Analyst

SUMMARY

Solid 5 years experience in diverse facets of business analysis, including

account management, forecast planning, operations, marketing, and

troubleshooting. Team player experienced working alone, in groups, and

working across departments to ensure execution of company objectives. With

ability to quickly adapt to projects with the use of a good knowledge base

of technical skills projects get done quickly and efficiently.

Technical Skills

Platforms: Windows 95/98/2000/7/NT/Vista/XP, UNIX, Mac OSX

Browsers: MS Internet Explorer, Mozilla Firefox, Chrome, Safari,

Opera

Applications: MS Office, Salesforce, Reports Console, Share Point, Adobe

Suite,

Google Docs, UPS World Ship, Quick Books, WebEx, Enterprise

Wiki,

PROFESSIONAL EXPERIENCE

03/12 - Present Sales Operations/ Commissions Analyst, OCZ Technology, San

Jose, CA

Develop forecasting models for driving business objectives to be used by

internal BU to meet company's operational goals. Responsible for daily and

monthly analytical reporting on progress to managers, directors, and senior

level executives.

. Initiate, tailor and implement analytical, audit, and process improvement

procedures after identifying specific engagement risk factors.

. Design and perform Ad hoc reporting on customer information, product

information, COGS, and budget planning for Sales, Legal, and Marketing

using excel advanced macros and database capabilities in spread sheets.

. Monitor and analyse all system databases (SAP, BW, Oracle and Business

Objects) to ensure data integrity using SQL to pull required information

for process analysis and reporting.

. Serve on an internal strategy board, responsible for writing policies and

procedures (Use SharePoint).

. Work with Developers, Architects, Development Managers, and business

teams to ensure timely delivery of a high quality overall solutions that

meet business requirements.

. Meet clients on monthly basis to perform SWOT and benchmarking analysis.

. Manage monthly Product Catalog (Microsoft SQL Server) to support the

product development process.

. Conduct training classes as needed.

11/11 - 03/12 International Authentication Analyst, Symantec,

Mountain View, CA

Worked close with management to provide valuable input to improve,

optimize, and delivered high quality product features to VeriSign

customers.

. Reported project status and escalated issues to management.

. Monitored process performance, addressed delivery issues, and provided

optimisation plans where necessary.

. Prepared training materials for deployment of applications, modules,

enhancements and bug fixes.

. Localized sensitive government documentation and managed weekly releases

of international authentication certificates.

. Composed and presented reports on productivity and order status to middle

and senior management.

. Ensured issues are identified, reported, tracked, and resolved in a

timely manner.

. Performing testing of internal Wiki after any changes or updates have

been made.

03/07 - 11/11 Inventory Control Analyst, T.P.C., San Jose, CA

Assisting in replenishing of service parts in quantities sufficient to

maintain a 98% customer service fill rate requirement, with minimal

financial investment. Acting as a point of contact with suppliers, and

answering questions related to forecast, delivery, and receipt of goods.

. Developed strong partnerships with vendors and clients (1.5M - 2M client-

base).

. Provided leadership to staff by setting expectations, delegating work,

monitoring progress, managing budgets, and assessing performance for

engagement and year-end staff reviews.

. Coordinated with management staff for facility relocation making sure

everything was done according to set standards.

. Developed and managed all aspects of pre and post-confirmation operating

budget including cash collections, staffing, vendors, and professional

costs.

. Routinely perform internal audits of business process and policy

adherence.

04/05 - 03/07 Inventory Control Analyst, Stanford, Palo Alto, CA

Efficiently handling of inventory management for 15 buildings insuring

inventory is properly managed and accounted for. Changing of inventory

handling procedures saved Stanford 1.7M of product.

. Maintained a quarterly budget of $175,000 with multiple sites with

inventory management.

. Performed analysis of supply chain, inventory, and conducted audit checks

in facilities.

. Developed, tailored and implemented analytical, audit, and process

improvement procedures after identifying specific engagement risk

factors.

. Assisted with application and reporting systems support and operations.

EDUCATION AND TRAINING

2012 Software Quality Assurance, Los Altos Computer School, Los Altos, CA

2012 Test Automation with Selenium and QTP, Los Altos Computer School, Los

Altos, CA

2011 B.S. in Business Administration, Minor: Information Technology

Management, C.S.U. East Bay, Hayward, CA

2002 A.A. Culinary Arts, California Culinary Academy, San Francisco, CA

REFERENCES AVAILABLE UPON REQUEST

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