Project Manager Customer Service

Lisa E. Coonan

*** ******* *****, ********* *** CA 94505 925-***-****

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

QUALIFICATIONS: Seasoned Market Research professional with experience

in both qualitative and quantitative marketing research studies,

encompassing both internet-based and paper based studies. I am highly

proficient in ACCESS, Excel, Word, PowerPoint, SPSS, SharePoint.

.

PROFESSIONAL

EXPERIENCE:

May 2010 to Present, The Nielsen Company,

Fremont, California, - Market Research Analyst,

. Analyzed survey data

. Produced Executive Summaries of research findings

for upper management as a basis for business

planning and improvement

. Created charts and graphs utilizing PowerPoint

July 2008 to May 2009, Roche Molecular Systems,

Pleasanton, California, - Project Manager,

International Commercial Support

. Developed concise departmental processes and flowed

these processes in Visio

. Scripted user guides for intranet based programs

. Initiated a project management process

. Assisted in the development of marketing collateral

. Managed the product catalog

. Conducted competitive intelligence research through

web and literature reviews

. Developed PowerPoint presentations for sales

training

July 2007 to September 2007, Deloitte,

Oakland California, Sr. Competitive Intelligence Analyst

. Performed competitive intelligence research through

the use of internet searches and viewing competitor

websites

. Analyzed competitive intelligence data using

statistical methods

. Developed surveys

October 2002 to October 2003, Adapt,

Minnetonka, Minnesota, - Comment and Survey Coder

. Reviewed survey data for errors

. Developed survey codes

. Coded survey data

. Coded customer comments

October 1995 to August 2002, Ceridian Corporation,

Bloomington,

Minnesota, Team Leader, Customer Satisfaction/Loyalty

Research-

Marketing Department - Primary contact person and manager

of

all corporate research

. Collaborated with Executive Management in the

creation of corporate market research department

. Determined departmental processes, staffing, and

software needs

. Grew the department from one employee to ten

employees in two years

. Developed and implemented processes and procedures

to increase efficiency

. Solely managed and allocated annual budget

. Primary contact person and consultant for all

corporate research, which included qualitative and

quantitative studies, as well as product research,

branding and competitive intelligence studies.

. Conducted and managed more than 100 studies, which

included customer loyalty, retention and customer

satisfaction studies

. Led market research team from project inception

through completion

. Created a customer survey response process to

improve customer service and response times

. Leveraged research findings to create actionable

recommendations and business plans

. Effectively communicated opportunities to Executives

and Business teams

. Produced Executive Summaries of research findings

for upper management as a basis for business

planning and improvement

. Presented results to executive staff

. Created and maintained customer databases

. Designed questionnaires and developed online surveys

. Conducted market segmentation studies

. Conducted focus groups

. Programmed and ran data reports of survey results

using ACCESS

. Performed extensive statistical testing which

included correlation analysis, multiple regressions,

and significance testing

. Conducted in-depth statistical analysis and

interpretation of survey results

1992-1995, Keller, Rosen Associates, Bloomington, Minnesota,

Project Manager.

. Determined project team plans and priorities

. Effectively managed client relationships

. Accurately produced concise Executive Summaries of

research findings for clients

. Performed statistical testing

. Leveraged research findings to create actionable

recommendations and business plans

. Created macros for customer comment reports

. Coded customer survey comments

Feb. 1992 to Sept. 1992, City of Council Bluffs, Iowa,

Planning Department, Council Bluffs, Iowa, Planning

Technician.

. Conducted a Land Use and Blight Study

. Conducted demographic studies

. Provided suggestions for city revitalization

Aug. 1990 to May 1991, Lincoln-Lancaster County Planning

Department, Lincoln, Nebraska, Land Use and Development Intern.

. Accurately reviewed zoning and land use applications

for conformity to zoning ordinances

. Recommended approval or denial and determined what

conditions were to be met prior to approval

. Succinctly wrote recommendations for Planning

Commission and City Council use

. Conducted special research projects

. Performed site plan reviews

Summer 1990 and Winter 1991, Omaha Housing Authority,

Omaha, Nebraska, Research Intern.

. Conducted in-home interviews with public housing

residents to determine their level of satisfaction

. Performed statistical testing and analysis of survey

results

. Accurately analyzed survey results including

demographic analysis

. Presented actionable recommendations to the Director

. Wrote a report based on the research findings that

was also used as my Master's thesis

EDUCATION: Master of Community and Regional Planning (M.C.R.P.)

University of Nebraska, Lincoln Nebraska.

Bachelor of Arts (B.A.), Sociology, minors in Business

Administration and Spanish, University of Nebraska,

Lincoln, Nebraska.

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