Customer Service Manager

RITA ROSHASS

*** *.******** ** ( Vernon Hills, IL 60061 ( 847-***-**** (

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

Talented, results-driven Associate Manager with extensive experience in

diverse sectors of business consulting, e-Commerce and B2B environments.

Expertise in data analysis, reporting structures, and product & customer

analytics. "Go to" person to handle tough, challenging assignments that

require strong customer relationship-building skills and creativity in

bringing projects in on time & under budget. Excels at translating end

user business needs to technical requirements. Strong technical, project

management, and negotiation skills. Knowledgeable about business process

improvement methodology and productivity optimization strategies.

Technical Skills

SAP BW / Business Objects 6.0 / Coremetrics / Data Junction / ORACLE 8 /

PL/SQL / SQL*Plus / HTML

Visual Basic 6.0 / C / PeopleSoft 7.5.1 / Brio Designer 6.0 / Rational / MS

Access, Project, Excel

EXPERIENCE

Topco Associates, LLC:

Associate Manager, eCommerce Analytics

Novermber 2012 -

present

Responsible for reporting and analytics of member websites launched by

Topco. Worked with the team to propose and standardise a number of weekly

and monthly reports distributed to the Topco and member management teams,

evaluating the effectiveness of the websites. Managed database creation

efforts from initial reporting needs assessment to the actual mapping of

the data. On the ongoing basis worked with Merchandising team and ensured

that products are competitively priced. Worked closely with Marketing

and Merchandising teams to create and present to the executive teams post-

campaign analysis.

KEANE Consulting, Client: Abbott, Waukegan, Il

April 2011 -

November 2012

Principal Analyst

Responsible for coordinating efforts between Business, Development and QA

teams in reviewing requirements, Verification scripts, obtaining approvals

for FSDs, PDDs, FUTs for Record to Report thread on Symphony project.

Managing upload and creation of test scripts, requirements and defects in

Quality Center. Ensuring security roles are built and incorporated into

Verification scripts.

CDW, Vernon Hills, IL

2008 - 2011

(A leader in the online and marketing analytics recruitment marketplace)

Sr. Business Analyst, Site Performance & User Insight.

Work with project teams to identify business Key Performance Indicators on

the project level. Design, document and develop structure that will enable

KPIs measurement. Create technical requirements documents and work with

Development, Publishing and QA teams to implement proposed changes. Train

business users on systems / reports developed during project duration.

Coordinate activities of / mentor junior members of the team.

Develop data driven analysis of various areas of the site to enhance

customer usage and conversion. Present analysis and recommendations to the

executive management team.

Propose and implement solution to merge qualitative and quantitative data.

GRAINGER, Lake Forest, IL

2002 - 2007

(A leading North American distributor of maintenance, repair, & operating

supplies with sales of $5.9B).

Sr. Business Analyst/Reporting Analyst, Business Intelligence Group

Analyzed company's financial, customer service, business processes, &

internal audit data. Supported reporting initiatives for phone channel,

including balanced scorecard, inquiry-to-order metrics, & off-phone work

reports. Created/ran monthly & weekly reports.

. Led automation of previously manual data processing of company's phone

channel, achieving the following results:

. Improved productivity of Phone Channel Processing Team by ~30%;

. Reduced costs by ~$80K- the annual salary of one FTE;

. Decreased reporting cycle time 4 days.

RITA ROSHASS

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Measurements Analyst, Grainger.com

As Lead Analyst, initiated/led effort to institutionalize reporting &

evaluate ROI as crucial success factors in all Grainger.com projects.

Identified new functionality requirements & met with numerous project teams

to conduct needs assessments. Assigned team resources to projects and

prioritized tasks for cross-functional teams & 3rd party vendors.

Collaborated with customers to write business cases, technical

requirements, & metrics. Led team reviews. Identified data elements to be

included in "pre" and "post" project analysis. Wrote specifications to

modify database structure to accommodate new reporting metrics. Delivered

final analysis of results to Executive & project teams. Oversaw all change

requests for organization.

. Identified trouble points with online registration & order forms and

resolved issues, enabling previously nonexistent measurement of new

functionality [inquiries, sales, & all other customer-related activity]

and increasing revenues by 10-15%/year.

. Successfully managed key vendors for all of Grainger.com, including

selection, contract negotiation, & data transfer oversight, ensuring 100%

data integrity, quality, & continuation of excellent customer service.

. Collaborated on launch of direct email campaign, resulting in acquisition

of ~150K new customers.

. Designed/implemented/analyzed results of marketing initiatives, including

email & onsite promo campaigns, recommending most effective selling

strategies and contributing to additional revenues of >$500K.

. Developed/delivered 20+ training sessions on using 3rd party applications

& software, Coremetrics, & reporting structure, resulting in accurate,

consistent knowledge transfer to 240+ staff and saving company 2 FTEs, or

~$140K/year, over a 4-year period.

INDELIQ, Chicago, IL 2001

- 2002

(Acquired by Accenture in 2003).

Consulting Manager

Recruited to manage business analytics team of 5 responsible for

implementing company's internal & external reporting structure, including

finance reports & cockpit charts. Gathered requirements from end users,

documented/verified data, allocated work amongst resources, & monitored for

completion to meet customer deadlines.

WORKS.COM, Chicago, IL

1999 - 2001

(Formerly Orderzone.com, a subsidiary of Grainger.com. Sold to Works.com

in 2001).

Project Manager

Recruited to lead 5 consultants in designing/implementing processes to

support reporting structure. Conducted needs assessment to define user

requirements. Identified overlaps and established metrics & database

structure to support all organizational reporting requirements. Served as

Lead Analyst in creating/modifying web-based reports for Finance. Created

detailed design documents to enhance company website, including modifying

existing customer administration interface.

. Evaluated/selected best vendor out of 8 to collect, analyze, & cleanse

data and create customer segmentation, resulting in the first successful

direct email campaign for the company.

. Completed analysis/design of General Ledger & Sales Journal web-based

queries using Brio Designer 5.5, enabling more precise data analysis of

daily & monthly activities.

. Project managed redesign of previously manual credit card order

processing/validation/transmittal system, including creating a test plan

to ensure data integrity, increasing productivity by 4x.

. Collaborated with software development team to implement zip code

validations that mapped to nearest store location, resolving long-

standing customer complaints on where to pick up orders. This effort

enabled customers to order internationally - a first for the company -

increasing orders by 400+/month.

RITA ROSHASS

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BAXTER HEALTHCARE CORPORATION, Round Lake, IL

1998 - 1999

(Leading global medical products & services company with 45K employees and

revenues of ~$15M).

Lead Analyst

Created DataMart & numerous web-based financial reports. Designed stored

procedures using PL/SQL. Monitored data transfers to the FTP server & data

loads to the reporting database.

VAN KAMPEN AMERICAN CAPITAL, Oak Brook, IL

1997 - 1998

(Financial advisory company offering securities trading, investment

banking, and research & analysis services).

Technical Analyst

Analyzed/designed data model for the primary rate reporting system [PRRS] &

its various reports. Developed/implemented standard error handling routine

for use in company's IT department. Created/documented specs & test cases

for each PL/SQL procedure.

RITA ROSHASS

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CYPRESS SYSTEMS, INC., Gaithersburg, MD

1996 - 1997

(Consulting company providing IT resources & training to clients).

Programmer/Analyst

Developed programs & created files using SQL, PL/SQL. Created group data

warehouse for distribution. Designed various management, forecasting, &

end user reports.

EDUCATION

BBA [major: Accounting; minor: Computer Science], Loyola University,

Chicago, IL

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