Manager Customer Service
Resume:
JANEEN A. QUANSTROM
Telephone:
**** ******* *** ******: 215-
Quakertown, PA 18951
********@*******.***
OBJECTIVE: Position in an environment where my business and analytical
skills will contribute to the productivity and
profitability of the company.
EMPLOYMENT:
2009- Present Penncro Associates - Southampton, PA
Business Analyst - Responsible for all analytics for external clients
and internal business units in IS department supporting a
collection call center of diverse portfolios. Responsible
for completing daily client reports detailing dialer
results and dollars collected. Responsible for the
creation of dialer and collection result reports for new
clients. System administrator for IS reporting data mart
which includes the creation of tables, writing SQL for
views/stored procedures, and creation of DTS packages.
Using Crystal Reports, design reports using RDBM logic from
IS data mart and views for weekly, monthly, and ad hoc
requests. Meet with business units monthly to determine
reporting needs and modify or create new reports using
Crystal Reporting software.
. Streamlined and automated reporting for IS department
and finance. Productivity increased 35%
. Created training documents for all reports.
. Designed and created IS data mart
2007- 2009 Advanta Bank Corp - Horsham, PA
Business Analyst - Responsible for all analytics and MIS systems for
all business units in client services supporting a business
credit card customer base of 1 million accounts. System
administrator for CSMIS data mart which includes the
creation of tables, writing SQL for views and daily
monitoring of data feeds from the Oracle data warehouse.
Using Crystal Reports, design reports using RDBM logic from
data warehouse and CSMIS tables and views for weekly,
monthly, and ad hoc requests. Meet with business units
monthly to determine reporting needs and modify or create
new reports using Crystal Reporting software. Create and
manage scheduling of automated reports to agents and
management. Also responsible for the creation of the
monthly KPI metrics report for senior management. Ongoing
monthly analysis of KPI metrics spanning across 5
departments to determine if goals are obtainable.
. Automated reporting and burst individual dashboards to
agents for 5 departments.
. Documented reports developed for business units.
. Created training documents for reporting for the CSMIS
team.
. Streamlined reporting to increase productivity.
. Designed Customer Satisfaction reporting.
. Redesigned Client Services Dashboards using Crystal
Reports.
. Created SOPs for CSMIS department.
JANEEN A. QUANSTROM
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2003-2007 Comcast Cable - Northeast Philadelphia
Operations Analyst - Responsible for all internal and
external analytics and systems for the customer service
center supporting a customer base of 1 million subscribers
in the greater Philadelphia area. Also maintain the
interfaces to and from the automated systems which includes
order entry/billing system integration and workforce
management. Responsible for the creation and maintenance
of daily phone and sales data for 21 support staff members
using Crystal Reports with RDBM logic from a SQL server
data warehouse. Liaison between business units and end
users to resolve automated system problems and define
specific data requirements. Attend weekly meetings with
end users to define reporting requirements and resolve
issues. Ongoing monthly analysis of 11 CAE metrics
spanning across 4 departments to determine if goals are
obtainable.
. Responsible for updating documented procedures and
training materials
. Created custom reports to streamline reporting of data.
(Number of duplicate reports reduced by 10%)
. Created procedural manual and training documents.
. Assisted in the implementation of new reporting
software.
. Created CAE scorecards broken out into 4 disciplines
with 3 levels each.
. Implemented new commission matrix. (6 disciplines with
4 levels)
. Designed reporting for Collections outbound calling
2001-2003 S&D Marketing, Inc (Parent Company. Transferred from
Consumer Choice)
Client Relations Manager - Responsible for maintaining and
analyzing outbound National telemarketing projects spanning
various markets. Liaison between clients and business
units, and business units to end users to analyze project
requirements and offer solutions. Analyzed client's data
requirements and designed daily reports while offering
suggestions for improvement. Analyzed all incoming data
from clients to achieve optimal performance of calling
lists. Managed IT staff of three in maintaining outbound
dialer and SQL server to achieve efficiency and eliminate
down time. Responsible for updating documented procedures
and training materials.
. Increased order accuracy by 65%.
. Assisted in the implementation of new dialer software
and created custom reports.
. Created formalized training and operating procedures.
Increased efficiency by 15%.
. Integrated current systems and procedures with client's
systems to increase productivity and decrease delays
with customer's installations. (Increased efficiency by
25%)
. Managed the creation of all incoming telemarketing
projects, streamlining scripting
JANEEN A. QUANSTROM
Page 3
Consumer Choice Inc, Philadelphia, PA
Operations Manager - Responsible for maintaining and analyzing
National door to door marketing projects spanning various
markets. Managed commissions for 10 National field offices
with an average payout of $80,000. The eternal offices
consisted of approximately 80 agents each, while the
internal office housed 20 agents. Liaison between business
units and end users to design and initiate improvements to
internal and external operations. Analyzed all reporting
from clients to ensure accuracy with payments and
deductions. Worked with accounts payable to resolve any
outstanding billing issues.
. Assisted in the implementation of new payroll software.
Increased efficiency by 15%
. Created internal tracking systems and reporting which
increased communication with field offices.
. Reduced cost per order by 50% in the order-provisioning
department and increased accuracy by 10%.
. Increased accuracy from 80% to 100% in the payroll
department
. Streamlined client's reporting and recovered $50,000.
2000. Besam AES, Hightstown, NJ (Corporate Headquarters)
Assistant Manager, Project Administration- Assisted in the
management for an international automatic door
manufacturing company. The project administration team
consisted of a staff of five with average monthly revenue
of $5,000,000. Liaison between IT and the end users to
resolve issues with automated systems. Mapped our end user
requirements for consultants in creation of new order entry
system. Responsible for testing new order entry system
documenting all outstanding issues. Responsible for all
training within the department. Responsible for processing
orders from conception to invoicing
for two major branch offices with a monthly revenue of
$2,500,000. Liaison between accounts payable and field
offices to resolve any outstanding billing issues.
. Assisted in the standardizing and centralization of 13
National Branches into one Project Administration team.
Reduced material costs by 72%.
. Assisted in implementation of order entry program.
System Administrator for three departments.
. Liaison between sales, manufacturing, and installation
to ensure proper ordering, timely shipments, and
complete installation of automatic doors.
1999. Coyne Chemical, Fairless Hills, PA
Assistant Manager Consumer Division- Managed and analyzed
the processing of orders from conception to invoicing for
eight major retail accounts. Assisted in the management
for a staff of five with an annual customer base of 400
retail stores. Assisted in the implementation and testing
of all new order entry systems for consumer division.
Liaison between IT and end users to define
JANEEN A. QUANSTROM
Page 4
requirements and offer suggestions for existing reports and
software programs. Assisted accounts payable in the
analysis of each retail account, processing credits as
needed. Responsible for analyzing of common carrier
performance. Liaison between retail accounts and common
carriers to resolve issues with deliveries.
. Developed new product lines and initiated new software
programs. Generated business with three new companies.
. Coordinated with programmer new shipping programs, which
increased productivity 15%.
. Analyzed evaluation data for common carrier performance.
Decreased lead-time and errors by 35%.
. Organized efforts with three locations to achieve superior
service.
EDUCATION: 2010 Crystal Reports 2008 - Advanced Training
2008 Penn State Abington Oracle Database 10g: Admin
Workshop II
2008 Penn State Abington Oracle Database 10g: Admin
Workshop I
2007 Penn State Abington Oracle Database 10g: Introduction
to SQL
2004 Productivity Point Seminar. SQL Server
2004 NCTI. Microsoft Office XP
2003 Penn State Abington. Project Management Certification.
1992-1995 Bloomsburg University. BA Psychology
1990-1992 Bucks County Community College.
SOFTWARE: Windows XP; Microsoft Office XP, 2003, and 2007 (Word, Excel,
Access, PowerPoint); Crystal Reports XI (Business Objects);
Crystal Reports 2008; SQL Server 2000 and 2005; Oracle 10g;
Oracle SQL Developer ;Aspect Switch; Avaya Switch;
Genesys; Microsoft Visio
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