Customer Service Sales

Experienced Customer Service Professional whose skills involve a blend of

process definition, Governance understanding, and the ability to build

rapport with customers, into a role focused on adding strategic value in a

growing environment

CORE COMPENTENCIES

Process Orientation Communication Skills Presentations

Project Management Portfolio Management ITIL Framework

Collaboration & Teaming Relationship Management Configuration

Management

Influencing Skills Remote Resource Management Project Prioritization

Areas of special competence

Organization

- Designed and implemented a project intake process allowing

increased visibility to management while aligning projects for

success

- Ensured continued operation for Ethicon's Portfolio Management

processes

- Performed detailed GAP Analysis

- Defined CSV vs. non CSV deliverables and templates

- Defined and documented procedures

- Ensured asset tracking eliminating misplaced assets

- Managed computer assets for Sales Force

- Provided quality assurance for delivery of personal computing

assets

- Managed Contractors tasks and timesheets for Ethicon Helpdesk

- Level I and II Primary Support for Ethicon Sales Force

Interpersonal Skills

- Ethicon Lead in Enterprise Portfolio Management (EPM) summit

- Institute common language, work types and deliverables for all

projects

- Ethicon Lead for sector wide initiative to design and deliver

common SDLC tools

- Engaged technical team for development

- Provided Project management discipline

- Develop into a Single point of contact for Regional and Divisional

office

- Managed computer assets for Sales Force

- Remained Level II support between C3i and Ethicon Sales Force

- Coordinated and Managed Helpdesk support for IMAT

Team Orientation

- Directed Portfolio Leads to monitor projects and work with project

teams within their teams

- Communicated bi-weekly dashboards and status reports for Portfolio

Leads to maintain data accuracy

- Delivered regular presentations to CIO's leadership team

- Led testing for Ethicon guaranteeing functional and data migration

accuracy

- Created communication strategy for Awareness Orientation

- Coordinated and Managed Helpdesk support for IMAT

- Worked with Division and Regional Offices to identify required

documentation for Sales Rep on boarding

Training

- Led AIM Special Assignments Team that created a training module

- Created and delivered vendor training

- Trained Sales Force on new/upgraded application functionality

- Created and Delivered Sales Force specific training

- Delivered training on AIMPro and IMAT for Sales Force

- Coordinated and Managed Helpdesk support for IMAT

employment history:

JOHNSON & JOHNSON (J&J) ETHICON, INC. Somerville, NJ 1983-2010

Senior Analyst

2004-2010

Associate Analyst

2000-2004

Customer Service Analyst

1998-2000

Provision Tool

1983-2000

DeVELOPED EXPERTISE

. Clarity (Subject Matter Expert (SME))

. SDLC Process (SME)

. Portfolio and Project Management (SME)

. Cognos Report Studio

. Sharepoint

. Provision Tool

Certifications & PROFESSIONAL DEVELOPMENT

. ITIL Foundational Certification

. Project Management I & II

. Standard of Leadership Award for Performance Development Management

Upgrade

. Encore Award for participation in the SDLC implementation toolkit

process

. Recognition Award for AIMPro and Smartplus Support

. Bronze Award for National Training Meetings and Computer Support

. Silver Award for the transition of the Ethicon Sales Helpdesk to

outside vendor C3i

Contact this candidate