Management Customer

Tina Lemoine

*** **** ******

Leominster, MA ****2

Home: 978-***-**** cell: 978-***-****

E-mail: ****.*******@*******.***

Summary of Qualifications

Effective Negotiation Program Management Virtual Work

Skills Environment

ISO System Management Contract Green Belt Training

Microsoft Office Skills Negotiations Data Extracting Tools

Total Customer Process Development Executive office

Experience and mapping support

Retail Experience Peachtree Accounting Great Plains Accounting

Quickbooks Accounting

General Ledger General Ledger

Journaling Reconciliation

Achievements

. Documentation of the process to reconcile general ledger to GMAC loan

warehouse.

. Consolidated the Compaq and HP services survey programs following the

merger.

. Incorporated Latin America into North America survey processes,

developing an Americas view of results.

. Management of 2.4 million dollar contract to budget for Level 3

transactional surveys.

. Successfully completed migration of a large survey program from telephone

to web based survey in 2004, reducing survey costs approximately $60K per

month, $700K per year.

. ISO Certification for All customer satisfaction survey programs within

Americas within 2007

. Implementation of web based customer satisfaction programs for Mission

Critical

. Development and migration of the service quality review to current

technology

. Data/extract automation to reduce cost with vendor by 100K

. Implementation of reporting processes and internal networks to close the

loop to follow-up on customer dissatisfaction

. Implementation of quality monthly reviews with functional to address

improvement initiatives

. Successfully managed facility management to 12 million dollar budget

. Implementation of quality management systems to measure customer

satisfaction and service quality within facility management space.

Professional Experience

o General Ledger Reconciliations to Loan Warehousing

o Journaling and Bank Reconciliations

o Maintaining transactional and relationship survey

processes expenses to target.

o Assist Business Partners in monitoring customer

satisfaction initiatives & reinforcing customer-focus

in their business planning.

o Participate in various process improvement projects, large

and small leading to increased customer satisfaction

and loyalty.

o Internal consultant for new service and customer

satisfaction measurement processes. Data mining of

transactional database, extract development, customer

contact, business segmentation for sample lists.

o ISO Certification of survey measurement processes. Assist

with escalations of issues identified

o Work with relational databases such as MS access and sql

o Responsible for establish business requirements with IT

personal for customer satisfaction programs,

process improvements, and data extracts.

Identify process improvements within services key drivers

and other quality reports.

o Facility management of all aspects of building services

for cluster with 12 million dollar budget

o Creation and development of self managing work teams with

monitoring processes

o Negotiate and establish statements of work for contracts

with documented quality reviews and

Measurements.

o Managed small facility construction projects that include

scoping, planning, and resource management.

o Department coordinator managing reception desk, security

and control desk for facilities services.

o Maintained work schedules, calendars, coordinated

meetings, travel and budgets for vice president of

Building services.

Education

. Mount Wachusett Community College, 2009-Dec 2010- Business Administration

- Accounting- Associate Degree

Leominster Trade High School- 1978- 1982 - Leominster, MA

Certification- Computer Technology

. Northeastern University - 1996- Burlington, MA

Certification: Facility Management

Energy Management

ISO 9000 -1999- Business Associates -Wilmington MA

. Green Belt-2002 Certification- HP

. Program Management Certification - Pending National Certification in 2009

. Mount Wachusett Community College- Business Administration Minor in

Accounting- Pending-

Employment History

Aug. 2010- Present Clearpoint Financial Funding-Marlboro, MA

Accounting Internship

Oct. 1994-May 2009 Digital Equipment/Compaq/Hewlett Packard-

Leominster, Ma

Internal Consultant

June 2004-Dec 2007 The Tack Box

Owner- Retail Sales of Equestrian Supplies

and tack

Oct. 1988-Oct 1994 Digital Equipment Corporation - Westborough, Ma

Facilities Management

May1984-Sept 1988 Digital Equipment Corp- Marlboro, MA

Department Coordinator

References

Available upon request

Contact this candidate