Project Manager Customer Service

Lorraine Hesson

**** ******* ***** **, *******, OH 45729

304-***-**** ~~ ********@*****.***

Profile

Strong Client Support, Project Management, Business Operations, and

Technology background. Results-oriented, self-motivated achiever with

strong communication skills and over 20 years experience in variety of

business environments, including construction, manufacturing, web hosting,

and specialty retail.

Experience with SAP/ERP Logistics, familiar with CRM, highly functional in

Excel and Word, SQL Query and relational databases; strong understanding of

technical concepts in general; able to learn new software applications and

business processes quickly. Over 7 years experience working in business

analyst / project management capacity, in fast-paced, demanding

environment.

Experience

Coldwater Creek, Mineral Wells, WV & Sandpoint, ID ~ 10/02 - present

Customer Relations Specialist (Sr. Business Analyst/Architect), 3/10 -

present

. Focused on elevating the customer experience through analysis of

opportunities in Contact Center.

. Functions as a liaison between operations management and project

stakeholders to analyze, communicate, and validate requirements for

changes to business processes, policies, and information systems.

Engaged during strategic planning phases, analyses of current and

projected operations, and through the delivery of new processes.

. Requires in-depth understanding of business problems and requirements

in order to establish recommendations for viable solutions assisting

the organization with achieving its goals.

Recent Accomplishments:

. Completed full review of Contact Center with over $150k net cost

savings initiatives planned for 2011, representing 22% of total

special teams budget. Savings through streamlining job tasks,

monitoring productivity, staffing analyses, and reporting.

. Implemented pro-active chat solution representing the Contact Center;

project completed in 4 weeks and smooth go-live for 75 agents was

achieved.

. Acted as a Functional Lead representing Contact Center Operations,

Distribution Center, and Retail Store Operations during an SAP CRM

implementation project. Led team through Blueprinting and initial

Realization phases. (Project put on hold due to resource/budget

constraints.)

Project Manager / SAP Analyst, 10/08 - 3/10

. SAP Logistics Analyst responsible for configuration of logistics and

materials management modules. Required accelerated learning through

independent study of SAP systems. Accomplished configuration with

thorough documentation in 4 months.

. Responsible for preparing the schedule, budget, and team structure to

implement SAP CRM and SAP Time Management. Involved hiring and

management of several SAP consultants working both on-site and

remotely. (Project put on hold due to budget constraints.)

Sr. Business Intelligence Analyst, 12/04 - 10/08

. Analyzed data and reporting needs for operations designed to be easy

to use and effective for satisfaction of internal customers. Used

Reporting Services to write SQL queries and provide business

operations with usable, accurate reports.

. Facilitate implementation of the reports into the operations to ensure

usage, monitor for changes needed, and make certain that the intended

goals were achieved.

Coldwater Creek (continued)

Industrial Engineer Tech, 10/03 - 12/04

. Responsible for setting time standards of productivity in Distribution

Center operations, specifically pick, pack, returns, audit, and retail

operations. Required effective decision-making and ability to gain

knowledge of each operation quickly.

. Required extreme attention to detail to develop standards using MDS

industrial standards, understanding each aspect of every task.

. Communicated through department presentations, meetings with

management, and individual coaching to individual employees.

Visual Presence, Inc, Self-Employed ~ 10/99 - 10/03

Web Hosting Operations Manager

. Developed and managed all aspects of business including technical

support, customer service, web development projects, and all

administrative functions.

. Ensure efficient operations in all phases of web hosting and

development including the integration of web hosting tools, continuous

operation of the servers and network, and new product implementation.

Wolverine Gasket, Blacksburg, VA ~ 8/98 - 03/00

Information Specialist, Quality Department

. Managed concurrent projects including the development, testing and

implementation of an online document control system used to process

changes in accordance with QS-9000 standards.

. Analyzed quality control infrastructure, made substantial cost-savings

recommendations and evaluated nonconformance reports from clients for

document improvement capabilities.

. Provided basic network support for enhance electronic communications

between departments.

Education

University of Washington ~ Seattle, WA

Bachelor of Science, Marine Biology

Phi Beta Kappa Honor's Society; Dean's List

Key Skills

. Business Operations Analyst

. Customer Relations

. Strategic Planning

. Project Management

. Problem Solving

. Training and Development

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