Manager Customer Service

SAMANTHA TUCKER

*** ******** *****

Frankfort, KY 40601

C: 502-***-****

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

OBJECTIVE:

To obtain a career that will enable me to expand my work experience

through a part time work from home position.

PROFESSIONAL EXPERIENCE:

Department of Juvenile Justice Frankfort, KY

Research Management Analyst II May 07

to April 10

. Performed special data analysis projects for department as

requested by Division Directors, Legal, and the Commissioner's

office for use both inside and outside the agency.

. Coordinated with Private Child Care Providers (PCC) and Juvenile

Services Workers (JSW) to ensure that web-based juvenile records

are up-to-date and accurate.

. Created trending reports on juvenile history, placements, and

critical incidents.

. Assisted the Fiscal Branch in analyzing operating costs and

outside vendor expenditures.

. Compiled data on Juvenile Sexual Offender's placement types and

treatment completion.

. Developed forms, workflows, and procedures for the Virtual

Records Committee that is creating a paperless work environment

within the Department of Juvenile Justice.

Ashland Inc. Lexington, KY

Staff Auditor II (Internal Audit) March 05 to

February 07

. Performed risk assessments and What Could Go Wrong analysis

. Tested controls for Sarbanes Oxley Section 404 compliance.

. Interviewed Executives, Managers, and Staff to determine if

current job/task activities meet control objectives.

. Gathered and analyzed SAP data through SQL, Access, and Excel.

. Prepared work papers and observations describing interview

findings and test results.

Affiliated Computer Services, Inc. Lexington,

KY

Strategic Business Unit (SBU) Manager January 05 to March

05

Assistant Strategic Business Unit (SBU) Manager

August 04 to December 04

. Assisted in the successful start-up of a new SBU including

hiring and training of employees and completion of capital

expenditure and purchase orders for equipment.

. Worked daily with customer to ensure contractual agreements are

met.

. Created revenue flashes, end of month financials, and daily

revenue reports.

. Responsible for helping to grow business.

Production Manager

December 03 to July 04

. Conducted training sessions for employees on job task and

company topics.

. Assisted in successful start-up of new SBU.

. Monitored daily through-put and production.

. Coordinated offshore and domestic staffing.

. Responsible for payroll and intercenter billing.

Software Quality Assurance Analyst/Technical Writer I

July 02 to November 03

. Gathered business requirements from customers.

. Performed end-to-end and user testing on internally developed

software.

. Created technical documentation for internal and external

training and disaster backup and recovery.

. Created detailed job process documentation used for training and

business continuity.

International Analyst

March 02 to June 02

. Implemented an offshore asset tracking, depreciation, and

invoice database.

. Performed an offshore software audit.

. Traveled internationally to review operations.

. Provided a combined monthly financial statement for offshore

sites.

. Compiled monthly data on employee productivity levels.

Administrative Assistant

July 01 to February 02

. Wrote and revised product fact sheets on internal software

offerings and then conducted training sessions for sales

personnel about the software.

. Served as a field contact for technical support, product

information, training, and customer demonstrations.

Geri - Care Pharmacy Lexington, KY

Special Projects Coordinator

May 00 to May 01

. Compiled monthly billing information for past due non-insured

accounts and unpaid Medicaid and Medicare claims.

. Prepared marketing materials for recruiting clients and

informing customers of new services.

. Provided customer service to the clients.

Versity.com Menlo Park, CA

Campus Operations Manager

August 98 to April 00

. Recruited and managed 52 note-takers and marketers.

. Monitored note quality by reviewing all work turned in for

payment.

. Maintained monthly marketing budget.

. Developed marketing promotions with local businesses and

university organizations.

. Developed training materials and trained employees on best

practices for note-taking and data entry.

EDUCATION:

Sullivan University

Lexington, Kentucky

Masters of Business Administration

Completed June 2007

GPA: 3.82

Summa Cum Laude

President's Cup Recipient

University of Kentucky

Lexington, Kentucky

BBA Marketing, BBA Management

Minor in International Business

Completed August 2001

GPA: MKT/MGT 3.0, Cumulative 2.8

AWARDS:

Certificate of Completion - ACS SBU Manager-In-Training Program

VOLUNTEER EXPERIENCE:

Army Family Readiness Group Website Coordinator

Avenues for Women (Crisis Pregnancy Center) Medical Records Entry

Clerk

AWANAS Cubbies Teacher

Children In Action Teacher

Special Olympics Volunteer

United Way Review Board

Upward Cheerleading Coach

Youth Sunday School Teacher

REFERENCES:

Personal and professional references available upon request.

Contact this candidate