Customer Service Project Manager
Resume:
Yvette Y. Calhoun
Austin, Texas 78717
HME: 512-***-****
Email: ******.*******@****.***
OBJECTIVE
Administrative support professional offering versatile office management skills and proficiency in Microsoft Office
programs. Strong planner and problem solver who readily adapts to change, works independently and exceeds
expectations. Able to juggle multiple priorities and meet tight deadlines without compromising quality. Also an experienced
developer and innovative team and project oriented professional with demonstrated knowledge in data manipulation and
administration using SQL Server, Visual Basic, PL/SQL, MS Access and Excel, and reporting utilizing Crystal Reports and
Business Objects, and more. I have an outstanding reputation for customer service, established through excellent
business analysis, requirements gathering, testing, and quality improvement.
SUMARRY OF EXPERIENCE
5 years as Administrative Assistant I & II in Banking, 2 years as customer service in Insurance, 1 1/2 years as
Account Payable Clerk, 2 1/2 years as Sales Retail Associate, 5 years as Programmer Analyst writing reports.
Capable of establishing business contracts with corporate clients and corporate travel establishments
Capable of handling revenue yielding tactics
Capable of providing training to new staff
CAREER HISTORY
Current Employer : ZyQuest DePere, WI
Position Held : Consultant HR Assistant
Period of Service : Oct 09 to Mar 10
Assisted with recruiting and staffing logistics.
Helped with organizational and space planning.
Organized employee orientation, development, and training.
Assisted with policy development and documentation.
: Helped with company employee communication.
Employer : Amerprise Auto and Home – DePere, WI
Position Held : Consultant – Programmer Analyst
Period of Service : July 09 to Oct 09
Accomplishments : Provided gap analysis, identified tasks and provided estimates for project plans.
Identified and defined business process flows, provided documentation, design, development and technical
specifications for business requirements.
Wrote requirements specifications according to standard templates, using natural language simply, clearly,
unambiguously, and concisely.
Provided consultation in subsequent project phases.
Defined quality attributes, external interfaces, constraints, and other nonfunctional requirements.
Represented requirements using alternative views, such as analysis models (diagrams), prototypes, or scenarios,
where appropriate.
Modified forms and images including encoding, testing, and debugging.
Assisted with data importation, data entry, data verification, maintenance, and query tools.
Manipulated data using PL/SQL and Visual Basic for triggers, and .Net for maintenance.
Confirmed and prioritized project plans and deliverables with the customer.
Provided project version control using Visual SourceSafe.
Modified Oracle Reports for business users.
Ran scripts in Exceed for test policies.
Interfaced with programmers.
Employer : West Business Services – Appleton, WI
Position Held : Programmer Analyst
Period of Service : Jan 08 to July 09
Accomplishments : Provided gap analysis, identified tasks and provided estimates for project plans.
Manipulated data using PL/SQL and Visual Basic 6 for triggers, and .Net for maintenance.
Provided project version control using Visual SourceSafe.
Modified SSRS Reports, Crystal Reports and Excel Macro reports for business users.
Interfaced with programmers.
Worked on user defined problem incidents.
Resolved open trouble tickets, problems, and complaints.
: Wrote reports using On Contact data for end users.
Employer : Amerprise Auto and Home – DePere, WI
Position Held : Consultant – Programmer Analyst
Period of Service : Mar 07 to Dec 07
Accomplishments : Provided gap analysis, identified tasks and provided estimates for project plans.
Identified and defined business process flows, provided documentation, design, development and technical
specifications for business requirements.
Wrote requirements specifications according to standard templates, using natural language simply, clearly,
unambiguously, and concisely.
Provided consultation in subsequent project phases.
Defined quality attributes, external interfaces, constraints, and other nonfunctional requirements.
Represented requirements using alternative views, such as analysis models (diagrams), prototypes, or scenarios,
where appropriate.
Modified forms and images including encoding, testing, and debugging.
Assisted with data importation, data entry, data verification, maintenance, and query tools.
Manipulated data using PL/SQL and Visual Basic for triggers, and .Net for maintenance.
Confirmed and prioritized project plans and deliverables with the customer.
Provided project version control using Visual SourceSafe.
Modified Oracle Reports for business users.
Ran scripts in Exceed for test policies.
Interfaced with programmers.
Employer : ZyTax – DePere, WI
Position Held : Consultant – Programmer Analyst
Period of Service : Nov 06 to Mar 07
Accomplishments : Performed analysis, design, and development and wrote technical specifications for
several components of the ZyTax system.
Maintained knowledge of motor fuel excise tax reporting and EDI filing requirements.
Identified deficiencies and errors in software changes during Quality Assurance testing.
Assisted with data importation, data entry, data verification, and maintenance, and query tools.
Modified Visual Basic code to suit the customers (state) needs.
Manipulated data using .Net and performed maintenance.
: Modified tables within Access and created reports for the Executive team.
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ACEDEMIC & PROFESSIONAL QUALIFICATIONS
Applied Bachelors : DeVry University
: MS Project, MS Excel, MS Word, MS Access, Ulta Edit, Visio, MS PowerPoint, MS
Computer Knowledge
Access 97/2000, Oracle 7/8i, MS SQL Server 7.x, Oracle Reports, SQL
Server, Visual SourceSafe 5/6, SQL Server Reporting Services, Putty,
Phoenix, DocuCorp, Visual Studio, OnContact, CVS
HOBBIES & INTERESTS
Reading, movies, music & traveling
PERSONAL STRENGTHS
Friendly and easy going with people, keen observer, fast learner, able trainer & good listener
REFERENCES
Mr. Kevin Caswick Mrs. Laura Phillips Mrs. Susan Mueller
Senior Programmer Senior Programmer Project Manager
WS Packaging ZyQuest Integrity Consulting
Contact this candidate