Customer Service Project Manager

Sue C. Cirillo

Cell: 973-***-**** ********@*********.*** Home: 973-***-****

SUMMARY OF QUALIFICATIONS

An IT Business Partner professional with an excellent record managing IT

infrastructure and IT applications for software implementations and process

improvement projects. Skilled in simultaneously building and maintaining a

positive working relationship with the business community and colleagues.

Ability to find ways to add value through technology and align company

objectives to produce system solutions. Quality worker with integrity,

excellent work habits and known for working successfully in a team

environment.

professional EXPERIENCE

UNILEVER, Englewood Cliffs, NJ 2001 - 2009

Business Partner Manager 2005 - 2009

Managed projects for application and infrastructure, addressing business

requirements, providing technical expertise, as well as customer

relationship management, for 30 plants.

. Acted as User Acceptance Test Lead for SAP migration of infrastructure

from Unilever's Data Center in Connecticut to HP's Data Center in

Georgia.

. Continued implementation of Kronos Time and Attendance solution to plants

on time and within budget.

. Initiated, developed and led the plant communications program providing

for the first-time consistent, quarterly IT webinars presenting current

and future initiatives to assist in developing plant strategies and

business relationships.

. Managed and supported IT projects and initiatives including outsourced

vendor (Dell and British Telecom) support for plant requests with the

ability to satisfy customer requirements, improve user experience and

appear transparent in IT operations.

. Documented, led and managed the Kronos Time and Attendance SOX processes

from an IT perspective including the audit and follow-up work with

positive feedback on results.

. Managed team of IT technicians and business partners to decide on go-

forward outsourced solution for time and attendance.

. Engaged plant manager in upcoming technology introductions to Unilever

allowing plants to better plan and budget for upcoming IT initiatives and

proactively communicate future plant projects.

. Participated in webcam pilot with participants from various plants to

test MS Communicator and Skype.

. Active member of the IT Diversity Program.

Customer Engagement Manager 2001 - 2005

IT - Global Infrastructure Organization (GIO)

Project management and customer relationship management with specific

responsibility for Finance, Marketing, Research and Development, Human

Resources and Supply Chain initiatives.

. Led the Slimfast integration into Unilever by developing relationships,

identifying system issues, doing assessment and analysis, and developing

the plan, resulting in the smooth transition from one system to another

on time, within budget and with positive customer feedback.

. Implemented the portal to the Foods business allowing a centralized

location for accessing information, data, forms and team collaboration

space.

. Consolidated the implementation of the finance infrastructure and data

storage via 3 separate Finance projects on time and within budget,

allowing for enhanced customer support.

. Coordinated client rollout for the plants and DCs by supplying new

computers and upgraded software with positive customer feedback.

Sue C. Cirillo Page Two

UNILEVER (Continued)

. Led service improvement meetings with customer contacts and managed

associated action list to ensure improvements were implemented resulting

in improved customer satisfaction.

. Developed and mentored 3 junior project managers to improve skills in

project management and knowledge of the project life cycle.

. Created, maintained and trained colleagues on the process within the

infrastructure organization to enhance customer service.

BESTFOODS, Englewood Cliffs, NJ 1994 - 2001

Systems Project Manager, Customer Strategies - Decision Support Services

1999 - 2001

< Managed the development project cycle for a newly created intranet

reporting website, enhanced sales reporting web tool and created a new

financial reports area on the sales reporting web tool.

< Led upgrades of software, created appropriate test scripts and performed

appropriate testing enabling a successful software upgrade and system

enhancement thereby improving customer experience.

Senior Programmer / Analyst 1998 - 1999

Customer Strategies - Decision Support Services

< Trained sales force on new web tool for self-service reporting tool

including new features of the system.

Systems Analyst, Customer Strategies - Business Information Services

1997 - 1998

< Worked cross functionally with personnel from Sales and outside

consultants to ensure the project met specifications and requirements,

user acceptance and system testing.

< Reviewed the current data modeling results as part of the project team

and developed a data gap analysis, i.e., data available versus data

required as a member of the team.

Assistant Financial Analyst, SAP Financial Project 1996 - 1997

Financial Management Reporting Group

. Managed the SAP planning / budgeting project for all business units

during the first-time company implementation of an automated financial /

budget module.

< Created and maintained comprehensive, high-quality training manuals on

the new SAP budget system, trained team members within each business

unit, and acted as a "one person" helpdesk for ongoing assistance.

< Created and executed test scripts for system upgrades with outstanding,

successful results.

Administrative Logistics Coordinator and Customer Service 1994 - 1996

Specialty Markets Group

< Researched, provided information, answered questions and resolved issues

from sales, order processing and logistics relating to product

availability, order fill rate and delivery status of customer sales

orders.

< Identified and communicated potential sales order cuts and delivery

delays through interaction with distribution centers regarding product

availability and cut / hold decision.

ADDITIONAL RELATED BESTFOODS EXPERIENCE

Administrative Assistant to the President, Specialty Markets Group

Marketing Secretary, Special Products Unit

EDUCATION

MSIS, Stevens Institute of Technology, Hoboken, NJ, In Progress - Started

September, 2009

BBA, Saint Peter's College, Englewood Cliff's Evening Campus, Englewood

Cliffs, NJ

Management Development Programs - Project Management, Boston University,

Boston, MA[pic]

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