Customer Service Project Manager

TINA FRANCIS

San Jose, CA ***** ****.*******@*********.***

(C) 408-***-**** http://www.linkedin.com/in/tinafrancis

SUMMARY

Highly organized Project Manager with 8+ years experience implementing enterprise e-commerce solutions and trainings

programs for a Fortune 500 company. Proven success in a fast-paced deadline driven environment. Can effectively

collaborate with cross-functional teams to assess requirements, document, and communicate the deliverables to the

Stakeholders, the Project Team, and the End-users. Proven ability to leverage available resources, improve processes, and

drive new programs. Adept at analyzing and resolving issues, promoting best practices, collaborating, prioritizing,

planning, and scheduling. Possess the appropriate business and technical savvy to handle multiple projects simultaneously

with excellent follow-through. Hands-on experience with:

Microsoft Office Suite PMI / PMP Dreamweaver / LCMS / LMS

Cisco Certifications Camtasia / VOD Conference Applications

Visio / AutoCAD / Photoshop e-Commerce Implementation Agile / Scrum

Web Content Management Oracle Implementation Business Objects / Team-site (workflow)

PROFESSIONAL EXPERIENCE

MANAQUEST SOFTWARE 2007- Present

San Jose, CA Program Manager

Managing and marketing the start-up and operations of a small software consulting business.

• Proven ability to support CEO by managing: business licenses, marketing communications, vendor

relationships, financial/operating software such as Quickbooks and Goto Meeting, web and domain name

management, healthcare provider, tax documentation, research and reports.

CISCO SYSTEMS, INC. 1994 - 2006

San Jose, CA Technical Training Program Manager 2004 - 2006

Primarily responsible for the successful delivery of Internetwork training courses to 2000+ Technical Support Engineers

worldwide. These were both instructor-led and online courses, which enabled Network Engineers to learn about new

products/software and to obtain their CCIE certification to better support Cisco product with extremely high service

levels.

• Project managed a matrixed team of 8 people to produce and deliver global trainings for new products,

network technologies, and skills.

• Proven ability to assess and leverage training talent/Subject Matter Experts company-wide, saving head-

count budget.

• Championed multiple modes of media to deliver trainings globally, via: Video-on-Demand, E-learning,

live classes, Webinars, and teleconferencing to reach audiences 24x7.

• Engaged with Managers and Team Leads to decide the best curriculum for new hires as well as

advanced Engineers.

• Developed and analyzed surveys to assess training effectiveness on the job. Our dept. training courses

prepared new Engineers do their jobs 50-75% more effectively

Technical Training Course Developer 2002 - 2004

Developed and maintained online training course material on internetworking for both internal and external audiences,

including all Cisco employees, Channel Partners, Distributors, and End-Users.

• Developed training course material using Dreamweaver, Teamsite, and Powerpoint, along with audio-

visual applications.

• Collaborated with Subject Matter Experts, Web Developers, and Multimedia teams to deliver timely

content to production.

• Increased usage of online courses to contain the costs of providing live classes.

• Created interactive simulation trainings to increase customer technical skills.

Customer Support Engineer, Team Lead 1999 - 2002

Problem-solved WAN/LAN/Routing and basic Voice issues in a high-volume call center. Continually received CAP

(Cisco Achievement Program) awards for superior customer service.

• Led team of 16 Network Support Engineers to provide high-touch support and to ensure team goal of

4.5 customer satisfaction score.

• Monitored and routed customer critical network issues to ensure escalated coverage.

TINA FRANCIS

• Contributed to the development and morale of the team by organizing team trainings, championing new

tools, conducting interviews, mentoring new hires, ordering team lunches, and providing positive feedback.

• Evangelized e-support project to help customers find technical support online before opening a case,

allowing support cases to scale more manageably.

Project Manager, Internet Commerce 1996 - 1999

Project managed the successful roll-out of many enterprise e-commerce sites: an Internet marketplace, a change order tool,

an online returns tool, a network configurator, a registration program, and a bug/enhancement tracking tool. These tools

helped streamline customer ordering and allowed them to receive their shipments faster. It also alleviated the order entry

function at Cisco and permitted the Customer Service Reps to do more high-touch relationships with their customers.

• Developed design specs for online change order and shipping tool which reduced lead times and manual

involvement.

• Resolved data integrity issues with the web configurator by liaising with the Oracle Product Data Team

and IS developers.

• Automated an extremely manual Internet Commerce registration process. Gained 50% auto-registration

by 2nd quarter

• Marketed the new online tools. Customer usage increased to 90% within two years.

Customer Service Representative, EMEA 1994-1996

Managed Partner relationships and order fulfillment for European customers with focus on the UK territory. Interfaced

with Pricing, Finance, Manufacturing, Export and Product Marketing to ensure orders built and shipped as scheduled and

within export regulations.

• Oracle expert - helped test, train, and implement Oracle.

• Trained new Customer Service team in Amsterdam to handle UK, 2-Tier territory, and CSR processes.

PRIOR TO 1994

• Songhwan University, Chonan, Korea, English Tutor

• FM 101/KLHI, Maui, HI, Account Executive

.

Sold radio advertising time by cold-calling, effective sales presentations and proposals Analyzed

demographics to find target markets. Wrote creative copy. Assisted in producing radio spots. Created air-

.

time schedules for commercials

• Deluxe Check Printers, Shoreview, MN, Customer Service Representative

EDUCATION & CERTIFICATIONS

University of St. Thomas, St. Paul, MN - B.A. in Business Administration, emphasis Marketing.

Minor: French

Project Management Institute - Project Management Professional (PMP) Certificate, 7/2/2010

Scrum Alliance – Certified Scrum Master (CSM) Certificate, 9/18/2009

West Valley Community College - Interior Design (Adv. AutoCAD, Architectural Drafting, Color

Theory, Elements and Principles of Interior Design,)

Washington University - Associate Certificate in Project Management

CCIE – passed Cisco Certified Internetwork Expert written exam March 2000, 2 lab attempts

UCSC Extension - Certificate in Computer Network Management

TRAINING & ASSOCIATIONS

Training Methodology Leadership skills (listening, negotiating, influencing) Kepner-Tregoe

o

Microsoft Project Excel HTML Powerpoint

Toastmasters Project Management Institute (PMI) Scrum Alliance USTA

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