Manager Customer Service

**** ******** ******

Tracy, CA *****

***-***-

*121

******@*****.***

Debra Blete

OBJECTIVE

To obtain a position that will allow me to leverage my creativity,

knowledge and experience to drive initiatives to implementation.

PROFILE

Over 8 1/2 years of experience at a leading Internet-based financial

services company with a proven record of developing and implementing

process improvements. Broad-based understanding of web technologies and

metrics. Ability to work well with all levels of management. Excellent

communication, collaboration and organizational skills.

Process Documentation Strategic Planning

Business Analysis

Project Management

EXPERIENCE

re:Mind JV, San Francisco, CA

Learning Management System Administrator 2009-2010

. Worked as a contractor on a Learning Management System integration

project.

. Created courses, web-based training offerings and loaded content for

an enterprise wide e-learning program integration.

. Worked closely with the Program Manager to establish parameters to

build, test and maintain the Learning Catalog.

. Maintained detailed records of project progress and issues.

Kaiser Permanente Information Technology, Pleasanton, CA

Learning Coordinator 2008-2009

. Worked as a contractor on the Operations Team for the KP Learning

Institute.

. Learning administrator for the enterprise-wide KP Learn system.

. Coordinated logistics for Kaiser Permanente Information Technology and

Program Office course offerings.

. Prepared ad hoc reports for the Technical Business Consultant.

. Maintained Training Room Database and Virtual Calendar.

. Documented procedures/processes for process improvement initiative.

. Assisted with development of new process for class survey

distribution.

. Provided assistance to the Operations Team/Consultants for various

projects/tasks.

E-LOAN Inc., Pleasanton, CA

Project Coordinator/Manager 2006-2008

. Worked as a liaison between IT and the Auto Division to determine

appropriate solutions for business problems and opportunities.

. Prioritized the development and implementation of solutions/projects

with management.

. Analyzed, modeled, and documented "As is" and To be" processes.

. Elicited business and functional requirements.

. Delegated responsibilities, assigned resources and developed

schedules.

. Prepared weekly project status reports for management.

. Worked closely with IT to provide definition and direction to

development changes and testing prior to implementation.

. Provided analysis for process improvements to the entire Auto

Department.

. Demonstrated experience in facilitation and brainstorming techniques.

Executive Assistant 2002-2006

. Provided administrative support to the SVP of Auto Finance and back up

support to the President, CEO and CFO. Supported both during the

company's $300 million dollar acquisition by Banco Popular.

. Collaborated with cross functional departments, as well as outside

vendors to prepare for the implementation of a New Business Model for

the department.

. Worked closely with the Program Manager, providing extensive

spreadsheets, research and presentations during the conversion to a

New Business Model.

. Assisted SVP with planning and facilitating Strategic Planning

Sessions for the department.

. Planned and budgeted events, exhibits and conventions.

. Converted the Auto Department's metrics to an online format.

. Designed and managed the department's electronic newsletter.

. Established a supply order system for the department and assisted the

supply vendor in setting up a similar system that was implemented

company-wide.

. Assisted Operations Manager in implementing and managing a new

employee recognition program for the department.

. Created a website on the Intranet for the department's employee

recognition program.

. Automated the company-wide employee recognition program which

decreased man hours spent by 50%.

. Managed temporary staffing during Auto Operations transition from

Jacksonville to the Dublin facility.

HR Coordinator 2001-2002

. Provided administrative support to the HR Department.

. Collected, processed and input New Hire information into HRIS.

. Created queries and reports from HRIS as needed.

. Implemented an enriching orientation program for New Hires.

. Developed and managed a process for temporary employee staffing.

. Received Top Employee Award for outstanding contributions.

EDUCATION

University of San Francisco

Bachelor of Science, Information Systems, June 2006

Chabot Junior College, Hayward, CA

Biology Major, 2 yrs

TRAINING

. Management Training

. Communicating & Listening

. Achieving Results through Genuine Leadership

. Stellar Customer Service

. ITIL v.3 Awareness

. Project Management Essentials

. Business Analysis

. Six Sigma Overview

TECHNICAL SKILLS

. Proficient with: MS Office Suite, Access, Visio, Project, Outlook,

Lotus Notes, ADP HRIS, Web-Ex, Adobe Connect, Inquisite, Skillport

. Familiarity with: RPM, Remedy, Ideabook, Adobe Photoshop, Adobe

Dreamweaver, Crystal Reports, SQL, Java, XML, HTML, development and

web-based environments, medical terminology

Contact this candidate