Customer Service Six Sigma

Lena Q. Xia

**** ****** **., **********, ** *****

Phone #: 925-***-****; E-mail: ****.***@*****.***

CAREER OBJECTIVE: Seeking a challenging position that will allow me to

both pursue my career goals and contribute with my education, knowledge,

dynamic experiences, and skills set.

QUALIFICATIONS SUMMARY:

. Positive attitude, goal driven and self motivated

. Open minded and fast learner

. Strong verbal and written communication and interpersonal skills

. Over 17 years of work experiences, including Customer Service,

Business Analysis, Project Management, Marketing; Teaching and

Training

. Strong analytical, problem-solving and organizational skills, able to

manage multiple projects simultaneously

. Bilingual, fluent in both English and Chinese

WORK EXPERIENCE:

Computer Science Corporation, California

05/2005 - 07/2009

Global Program Analyst /SME

. Provided client with outstanding application analysis and support

service

. Managed application development projects. Worked with business team to

analyze business needs and define application strategy. Worked with

development team to fulfill the functional aspects of the plan Ensured

the product adheres to requirements and delivers on core value

propositions

. Led a small team to provide technical support and problem solving to

business application users

. Designed, maintained and ran Crystal reports

. Managed SOX compliance projects

. Worked on a task force implementing Oracle Fusion Middleware products

Sun Microsystems,Inc., Santa Clara, California

08/2000 - 05/2005

Business System Analyst/Financial Applications Specialist

. Analyzed complex business processes, created functional and technical

specifications for new applications development

. Provided application support to the Finance Department, particularly

the Accounting, Treasury, Tax area

. Designed, maintained and ran Crystal reports

. Design, developed, deployed and maintained the website for Treasury

group

. Coordinated scheduled hardware, software, and database maintenance and

performed testing

. Managed process improvement projects as part of the Six Sigma

initiative

SheYang School District, Jiangsu, China 07/1984 -

01/1992

English Teacher

. Taught English as a second language

. Participated in curriculum design and planning

. Training adult students for GRE at Chongwen Adult School in Bejing (

09/1988-03/1989)

EDUCATION:

. Master of Business Administration (MBA)

Spring, 2000

California State University Hayward

. Bachelor of Art in English & Education (BA)

June, 1984

Yancheng Teachers University

Jiangsu, People's Republic of China

TRAINING & CERTIFICATION:

. Project management training and PRINCE2 certified

. ITIL training.

. Six Sigma certified.

TECHNICAL KNOWLEDGE & SKILLS:

. Software: a solid knowledge of various applications including:

. Microsoft Office; OpenOffice; PeopleSoft

. Web/Graphic Design Applications: HomeSite, FrontPage, Adobe

PhotoShop CS4, Dreamweaver, Illustrator, Flash

. Crystal Report Design and Brio, Citrix

. Hardware: experienced with PC, Mac and Sun Workstation,

. Internet: extensive knowledge of internet technology, particularly

website design and maintenance.

. Programming Languages: versed in SQL, HTML, XML, CSS, Perl, Java,

Shall, Java Scrip, VB

. Operating Systems: proficient with Windows, Linux, Solaris and Mac OS

. Database: over a decade of experience with Oracle, Sybase, Access

. Strong ERP & financial systems skills

AWARDS:

. Business Partner Award for Excellent Customer Satisfaction

REFERENCES: Available upon request

Contact this candidate