Customer Service Manager

Lisa Purvis

912-***-**** abh2aw@r.postjobfree.com

Summary of Qualifications

Dependable and professional business analyst, data analyst, customer care

manager, QA and UAT tester with 15+ year's expertise in IT Projects.

Encompasses strong self-management and problem solving/analytical skills.

Resourceful problem solver with proven ability to bring quick resolutions

to challenging situations. Significant strengths include:

. Report & Business Need Analysis

. QA & UAT Testing

. Process Improvements

. Crystal & Enhanced Reporting

. RTVM Tracking

. Customer Service

. Professional Experience

COMMSOFT, Inc. 07/2009 - 04/2010

Independent Contractor - Conversion Business Analyst

. Provided detailed requirement documentation gaining PRD document approval

and development estimates.

. Savings in development hours of contract reporting needs, by providing

analysis of daily reporting needs.

. Savings in development hours by providing reporting exports instead of

requested extracts, due to reporting analysis.

. Assisted with UAT testing onsite with clients, QA testing, running

reports from legacy and new system, provided report verification of

converted data.

. Savings in manpower hours from reassignment of responsibility to a non-

Commsoft requirement, based on analysis of billing need and goal for

providing bills on cd's for large business customers.

. Savings to documentation by producing wireless reporting list and

separation of wireless and landline user guides for Billing, Service

Orders, Inventory, POS, and Usage.

VERISIGN, Savannah, GA (formerly H.O. Systems)

2/2000 - 9/2008

Business Analyst / Customer Care Manager / Data Analyst

. Strategically identified work around on new functionality, which resulted

in streamlined process around time management and system modifications.

Result was stabilized data for customer and less downtime, which gained

stakeholder approval on modifications.

. Extensively researched customer requests for new functionality for system

enhancements, new reports, EBPP including processes for payment methods

including OCC and recurring credit card processing. This resulted in

additional opportunities for suite of products totaling $3.5M.

. Team Leader for overseeing technical content gathering and provided input

for detail design on relational database with new applications, resulting

in higher customer satisfaction.

. Responsible for QA and UAT testing of all submitted business

enhancements, as well as assisting QA testing for new releases and

upgrades.

. Responsible for creating the build out of a new Point of Sale system

which was successfully utilized for customers during IT expansion of

their customer base. Provided on-site technical support for client, at

various CONUS locations.

. Developed and implemented Standard Operating Procedures (SOP) for

internal and external customers with regard to gap analysis, business

needs and process improvement, which significantly resulted in fewer

customer complaints, more business and higher satisfaction rating over 12

month period.

. Responsible for (3) Customer Service teams of 12 people, which exceeded

customer survey satisfaction requirements for 2 straight years, resulting

in multiple awards for the team.

GEORGIA PORTS AUTHORITY

8/1979 - 1/2000

Business Analyst / IT Supervisor / Team Lead/ Tester / Operations Assistant

Manager /GPA Credit Union Loan Committee

. Created and developed business requirement documentation for new

transportation relational database application, which resulted in

efficient processing of data.

. Responsible as Team Lead for relational data base conversion from

existing system, which resulted in an 80% increase from 20 minute

standstill time to 8 minute processing of cargo production the first 6

months.

. Experienced in Rail logistics, receiving and delivering containers from

port and CONUS.

. Credit Union Loan Committee representative responsible for approval or

rejection of personal loan applications for lines of credit, auto, boat,

RV, and 2nd home mortgages.

Distinction

U.S. Coast Guard National Performance Hammer Award - presented by Vice

President Al Gore - assisted Government on detail design and requirements

documentation for application functionality.

Multiple Customer Care Awards and accolades for successful implementation

of data base projects which resulted in little downtime, contract renewal

and continued customer satisfaction.

All-Star for Individual Contribution Award - provided twice a year for

outstanding customer support to top contributor on a project.

Technical Proficiency

MS Word, Excel, ACCESS PowerPoint, Visio, Project;

Outlook, Lotus Notes, Toad for Oracle, SAP

Payroll

Test Director; Microsoft SQL UNIX; IBM

Operating Sys; Linux Servers; Relational Database

Crystal Reports; PeopleSoft; Navis Oracle Database

Caliber RM / Applix

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