Project Manager Customer Service

Amanda Dee Flatt **** Heathrow Drive

Hendersonville, TN 37075

Phone: 615-***-****

Email: abhxmy@r.postjobfree.com

PROFILE Business Analyst experienced in project management, system

management, system implementation, team training/development,

CRM/Salesforce.com management, e-commerce development, and

working with all levels of company leadership.

EXPERIENCE

3/03 - Present VF Imagewear, Nashville, Tennessee

* 10/07 - Present - eBusiness Analyst

Responsibilities and Accomplishments:

. Scene7/Image Management - Utilize Scene7 technology in

combination with the company's custom built Order and

Inventory Management program to dynamically manage image

files on the corporate website using RGB values.

. Activate and setup web catalog and implement

analytical reports to measure completion progress.

. Coremetrics Administrator (web analytics tool) - Utilize

information from Coremetrics reports to support business

decisions.

. Managed company implementation of Coremetrics with

developers and IT.

. Create eBusiness metrics and trend analysis to

identify best practices, produce web page

improvements, and increase customer traffic flow.

. Work with senior management to identify KPIs and meet

monthly for review.

. Project Management - business liaison to programmers and

systems team. Create detailed project plans for website

migration from AS400 to Inventory and Order Management

system (MOJO).

. Website Management - Maintain content (internal content

management tool), HTML code (Dreamweaver), and images

(Adobe Photoshop/Scene7) for all Ecommerce websites.

. Intranet Management - Manage the company's Intranet

website. Work with multiple departments and senior

management to develop content and coordinate system

updates.

. Project Manager - Site redesign

. Web Chat/Email System Management (Bold Soft) - Process

documentation, setup, and troubleshooting.

. Research web chat technologies

. Implementation project manager

. System Administrator

* 5/04 - 10/07 - Sales Research Analyst

Responsibilities and Accomplishments:

. CRM System Management (Salesforce.com) - Salesforce.com

(SFDC) data management, report generation, new and existing

user training, and process documentation.

- Designed and generated customer activity reports for

all levels of management.

- Lead all CRM training classes for new and existing

users. Created customized quarterly training classes

for multiple users such as sales, marketing,

operations, and customer service.

- Responsible for troubleshooting and resolving all

user problems.

- Dashboard generation and maintenance.

- Maintained and posted SFDC documentation on all new

and existing processes unique to VF Imagewear.

- Managed workflow escalation rules for cases,

opportunities, and leads.

- Lead multiple special projects to leverage SFDC such

as: Lotus Notes Plug-in rollout, access to

fulfillment collateral management website from SFDC,

customer service and operations communication through

case management for fabric issues, and backend system

integration.

- Campaign Management - Formatted and imported

tradeshow and other miscellaneous leads into SFDC.

Created campaign reports for the marketing

department.

- SFDC Data clean-up - Quarterly data cleanup on all

accounts.

. Access Database - Generated reports for multiple

departments and management detailing customer sales volume,

rebates, and pieces.

. Vertical Response Administrator - Managed mass email engine

for sales and marketing teams.

. Microsoft MapPoint - Created and distributed geographical

sales maps for regional sales team and upper management.

. Contract management - Managed B2B2C website contracts.

* 3/03 - 5/04 - eBusiness Information Specialist

Responsibilities and Accomplishments:

. Project Coordinator of New ECommerce Websites - Worked

directly with the Programmers and Program Managers to

create customer specific websites. Edited images

through Photoshop, managed content, and tested each

website for defects.

. Website Management - Maintained content, code, and

images for existing ECommerce websites.

. Kana Administrator - Managed the routing rules from

Ecommerce websites to Kana where customer service

representatives managed customer cases.

3/02 - 3/03 Acro Service Corporation at TDOT Information Technology

Department, Nashville, Tennessee

* Business Analyst

Job Description:

. Project Coordinator - Managed projects for Network

department using Microsoft Project. Worked on a team to

research, purchase, plan, order equipment, and implement a

SAN.

. Web Developer - Redesigned two information technology

intranet websites and the technical support Intranet

website, which contained approximately 160 pages, using

Adobe, HTML, ASP, VB script, and JavaScript with Visual

InterDev, 1st Page 2000, and 1 Cool Button Tool.

. Database Developer - Built and designed an Access database

for 59 servers. Ran queries, reports, and gathered

technical specifications for the database. The technical

specifications contained were server type, hardware,

average CPU usage, processor speed, memory, IP addresses,

subnet mask, default gateway, DNS, WINS, components,

applications, databases, partition names and sizes, and

server drives.

9/01-3/02 Tennessee Economic Council on Women, Secretary of State,

Nashville, Tennessee

* 12/01 - 3/02 Web Developer, Database Maintenance

* 9/01 - 12/01 State Intern

Job Description:

. Web Development: Designed and developed website for the

Tennessee Economic Council on Women, using HTML in

Notepad and Homesite.

. Database: maintained, updated, ran queries, and reports

in a database using Access

. Research: Researched state resources for database and

website.

EDUCATION B.B.A., Middle Tennessee State University, Murfreesboro, TN

Major: Computer Information Systems

Minor: Business Administration

KNOWLEDGE

Hardware / Software

* Visual InterDev. Dreamweaver. JavaScript. Microsoft Office - Word,

Excel, Access, and PowerPoint. Microsoft Project. Microsoft

MapPoint. Web Surveyor. Hoovers. Netcool. KANA. WebTrends.

TestDirector. Salesforce.com. CRM. Google Analytics. Coremetrics.

Scene7. ECatalogs. Constant Contact. Vertical Response. Adobe

PhotoShop. FileZilla. CuteFTP. BoldSoft. Web Chat.

HONORS AND ACHIEVEMENTS

* Panel Speaker for Salesforce.com on Service and Support August 2006

* International Women's Social & Service Fraternity 1997 - 2001

* Selected for the Careers Now Intern Program with the State of

Tennessee 2001

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