Customer Service Quality Assurance

PROFESSIONAL PROFILE

Resourceful and innovative professional combining project planning, strong

communication and customer service skills, detail oriented in fast-paced

project-based technology environments. Demonstrated success in designing

and implementing programs and work processes that drive efficiency,

increase productivity and reduce costs. Core competencies include:

Project Team Support / Logistics Project Status Reports in MS Project

Planning

Training Material Development Project Coordination Across Multi

Functional Teams

Financial Tracking / Budgets & On-Boarding New Consultants

Expenses

Change Management / Issue Presentation Creation

Management

Marketing & Profitability Strategic Planning

Analysis

Capability to quickly understand Strong written and verbal communication

new technology systems skills

integration and business

processes

PROFESSIONAL EXPERIENCE

Bristol Myers Squibb, Hopewell, NJ (Consultant)

6/2007 - 2/2009 Title: Project

Coordinator

Project Coordinator for the Director of Regulatory Sciences Informatics. I

worked on multiple project based initiatives including strategic planning,

resource planning, asset tracking, project reports, issue tracking, budget

tracking, quality assurance, proof reading, calendar management, document

repository management, on-boarding of new consultants.

Some of my accomplishments in this role were:

o I improved the project meeting scheduling timelines by streamlining

the meeting request process. This initiative improved scheduling

efficiency by 66%.

o By initiating and coordinating the scanning and electronic storage of

printed training documentation, I was able to reduce distribution

costs by $300.00 per student and increased overall training delivery

by 50%.

o Through the development of a new consultant on-boarding process, I

expedited consultants overall acclimation to the company and its

procedures. The impact of this initiative has reduced the overall on-

boarding process from four (4) days down to one (1) day per

consultant.

Merck & Company, Whitehouse Station, NJ (Consultant)

2/2006 - 1/2007 Title: Finance Assistant

o I provided the Director of Finance, Global World Health and seven (7)

staff manager's support with HR staffing, budget & expense reporting,

and document management.

Clayton Holdings, Shelton, CT (Consultant)

11/2005 - 2/2006

Title: Data Analyst

o I provided financial data analysis to five (5) Due Diligence Account

Managers who focused on determining the financial risk associated with

the purchase of second mortgages.

Verizon Communications, Freehold, NJ (Career)

6/1973 - 12/2003 Title: Service Analyst

While at Verizon, I held various positions with progressive

responsibilities which led to several promotions and departmental

recognition.

I worked in the Verizon Directory Advertising Department where I was

responsible for ordering spec artwork and performed quality assurance on

all advertising proofs. I worked for the NJ Public Communications Sales

and Marketing Team where I assisted the Sales Executives with sales

tracking, database tracking, and strategic planning.

Some of my career accomplishments at Verizon include:

o I was recognized with the "Winner by Choice Award" by Ivan Seidenberg,

President of Verizon, New Jersey, for saving the company over

$10,000.00 in training costs by developing a database training manual

to assist sales when updating account information.

o As Regional Recognition Chairperson, I lead the team through the

development of an annual employee recognition program designed to

recognized individuals or teams who positively impacted the business

either financially, or by improving customer service.

o I received the Verizon Public Communications "Golden Coin" Award for

designing and developing a contact reference list for the Public

Telephone Technicians, which reduced the number of calls placed into

the business office. This effort increased the productivity of the

Field Technicians by an estimated 25%.

TECHNICAL SKILLS

Microsoft Office: Excel, Word, PowerPoint, Outlook, Project

Database Applications: Lotus Notes

Other Applications: Documentum, Ariba, PeopleSoft

EDUCATION

Bloomfield High School, Bloomfield, NJ Graduated 1973

Ocean County College, Toms River, NJ 1991

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