Customer Service Management
Resume:
Victoria Rice
San Diego, California *****
********@*****.***
SKILLS/HIGHLIGHTS
• Experience as a Project, Financial, and Business Analyst
• Strong modeling experience
• Led multi-layers of management through development of metrics on an overall department basis that reached across
five countries, including multiple sites in the United States, and diverse product lines
• Work successfully in regulated environments including experience in FDA, SOX and SEC settings
• Experience in highly structured systems such as CAPA, Six Sigma and ERP
• Accounting principles (including GAAP) and financial analysis knowledge
• Interact effectively across levels of personnel from San Diego Council Members to customer service associates
• Possess strong quantitative and analytic capacities, and written and verbal abilities
• Pay attention to detail in a deadline-oriented, team environment
• Adapt appropriately and with versatility to changing situations and systems
• Knowledge of the following computer systems:
o Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, Access and Visio)
o SharePoint
o SAP
o Business Objects
o Oracle
o Cognos
PROFESSIONAL EXPERIENCE
Honeywell (Temporary Assignment) March 2011 – Present
Operations Excellence Analyst
• Create and develop metrics and improve processes using LEAN (Six Sigma) concepts in the manufacturing and
operations area of an Aerospace environment
CareFusion (formerly Cardinal Health) 2005-2010
CareFusion - Senior Business Analyst (Quality Supply) February 2010 - October 2010
• Developed and analyzed metrics to measure medical devices supplier performance and recommended corrective
action, ensuring we received the highest quality parts and components on a continuous basis
• Monitored internal and external corrective action plans (CAPA) and trended for long term effectiveness
• Tracked suppliers for acceptance rates, audit results, and other quality issues to satisfy regulatory, especially the FDA,
requirements for our industry
• Conducted monthly presentations to communicate supplier performance and internal operations across multiple
departments, countries and sites
• Performed unique and insightful ad hoc analytical techniques to communicate broad pictures while retaining the
required level of technical data
• Compared company information with standard industry data and communicated benchmarks to management and all
layers down to production staff
• Evaluated alternative solutions/decisions in light of the potential impact on internal and external customers
• Communicated the implications of solutions and made recommendations in adherence to government regulations and
company goals
• Connected unique business systems together to create data for a more universal picture of supplier quality tracking
effectiveness
CareFusion - Project Analyst (Metrics Development and Tracking) January 2008 – February 2010
• Led multi-layers of management through development of metrics on an overall department basis that reached across
five countries, including multiple sites in the United States, and diverse product lines
• Monitored trends to identify issues and evaluate the relevance of the metrics
• Monthly presentations and regularly communicated trends regularly to management and interpreted results, bringing
original analysis to mine deeper into any unusual or surprising trends
• Measured and evaluated the effectiveness of protocols, programs and deliverables comparing results to standards and
goals
CareFusion - Project Analyst (Project Management Office) November 2005 – January 2008
• Supported R&D Project Management and Portfolio Management through troubleshooting, schedule maintenance,
report writing, metric creation and reporting, user training and application development on multi-layered management
level and across international lines
• Supported the product development process and phases from implementation to release. Conducted project plans,
phase reviews, business cases, steering committees, resource scheduling, budgeting, project metrics and using ERP
systems and FDA considerations
• Created and tracked metrics for internal Design History File
• Piloted, implemented and configured a time tracking business and software system
• Created and conducted training and designed original reports tailored to the differing needs of management levels for
a time tracking system
• Reviewed, analyzed, forecasted and evaluated financial, budget, program metrics, business systems, resource
planning, project schedules and end-user needs
• Created ad-hoc reports, extracts or downloads and maintained views to provide report writing support
• Designed and developed applications and reports to support business concepts, practices and decisions utilizing
various systems tools
• Proactively developed and maintained broad knowledge of technical disciplines in own area and applied knowledge
of trends
• Communicated clearly and concisely in writing and verbally with all levels of personnel from vice presidents to front-
line customer service associates, including monthly presentations to management
Home Depot Supply
Financial Analyst January 2005 – August 2005
• Drove key metrics, analytics and other business reporting to allow business partners to clearly understand outcomes
achieved related to business decisions
• Performed economic and financial research, and analyzed internal and external issues related to sales, gross
margin, rate of return, working capital, investment, financial performance, and other metrics, including
conforming to new SOX regualations
• Coordinated with all levels of management to gather, analyze, summarize, and prepare recommendations regarding
financial plans and operating forecasts
City of San Diego
Assistant Economist/Financial Analyst October 2003 – October 2004
• Reviewed, audited and implemented regulatory (SEC) compliance requirements
• Successfully created mathematical & econometric models, ratios and reports on city financial matters to follow and
predict trends for treasury enhancement and city bond requirements
• Created, forecasted and maintained issuance and departmental budgets, revenues, spreadsheets, cash flows and
payments, both monthly and annually
TD Waterhouse
Research & Resolution October 2000 – October 2003
• Researched internal and external inquiries concerning complex issues from financial to regulatory body topics
• Learned all aspects of the brokerage industry including trading regulations, dividend issues, regulatory requirements,
including the SEC and NASD, federal applications, tax and retirement issues, fixed income securities, mutual funds,
pricing matters, company products, and promotions, etc.
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EDUCATION
San Diego State University
Bachelor in Economics August 2000
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