Customer Service Project Manager

Alyssa Meador

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

Livonia, MI 48152

Cell: 732-***-**** (preferred)

Email: ************@***.***

Summary/Objective:

I am currently pursuing an analytical support position that will utilize my

qualitative and quantitative research skills along with my ability to

synthesize information into reports and provide spot-on market

intelligence. One of my strengths is my ability to conduct research for

all types of industries from high-level demographics to industry-specific

key market entry points. Much of my analytical experience is centered on

price analysis, advantages/barriers to market entry and cost analysis. I

also have experience in survey writing and analysis. My ideal position

would be one that involves multi-tasking projects and high degree of

analytical research work.

Experience:

Marketing Intelligence Analyst: General Chemical Industrial Products

August 2007 - September 2009

. Develop, operate and maintain marketing intelligence information

systems (e.g. North American Market Matrix) to ensure timely and

accurate data is available for decision making processes.

. Develop proposal outlines and schedules based on RFP/RFQ requirements.

. Plan and lead kickoff meetings.

. Collaborate with project managers and operations managers to assist in

identifying proposal issues, strategies, project staff and teaming

partners.

. Write technical and non-technical proposal text and edit text provided

by others.

. Collaborate with operations staff on technical sections of proposals.

. Review and edit for clarity, compliance and key issues.

. Coordinate with other marketing staff to obtain and update resumes and

project descriptions.

. Help to perform and/or coordinate production and delivery of proposals

while ensuring quality and adherence to delivery deadlines.

. Develop and foster relationships with internal and external bodies

that support the gathering of key market data for accurate feed to the

marketing intelligence systems.

. Establish research and analytical market information sources that

enable market sector analysis to be carried out.

. Carry out research projects into industries, sectors, applications and

customers.

. Compile and present findings to support product development and

marketing strategy delivery.

. Produce periodic marketing intelligence reports (bi-weekly) to all

marketing/sales and key senior managers.

. Track macroeconomic trend factors which affect sales, produce summary

reports and ensure that appropriate decision makers have the

information.

. Monitor and evaluate competitor capability (cost structure, logistics,

capacity, utilization, strategies and objectives) and produce

quarterly reports detailing this information.

. Produce marketing communication materials, including presentations,

for use by sales & marketing team.

. Prepare analysis of customer and potential customer sales data to

understand potential market trends, potential threats and/or

opportunities.

. Maintain North American soda ash market matrix.

. Responsible for running daily delayed shipment and freight pending

reports for customer service reps. and distribution manager.

. Maintain pricing records for all customers and answer questions from

sales and customer service reps. about them.

. Perform quarterly forecasting analysis for soda ash and mica

customers.

. Assist in implementation of JDE software for acquired company and

their various plants, specifically by entering mandatory pricing

adjustments and ensuring their customer pricing records had been

entered accurately.

. Create template and compiled information for acquired company's 2008

budget and analyzed that information in order to plug holes and set

2008 pricing for new company.

. Maintain CSR (customer service complaint) database used for tracking

customer complaints and issues and seeing them through to their

resolution.

. Verify invoices daily to ensure they contain correct pricing, freight

terms and energy surcharges.

. Calculate freight accruals and investigate freight bill discrepancies

when necessary.

. Maintain short paid invoice records and follow up with customer

service reps. to ensure timely payment of these invoices or perform

discovery to determine why the invoices were short paid and if the

deduction is valid.

. Develop marketing methodology to ensure consistent reporting results.

. Conduct primary research interviews with employees of all levels in

various industries to gain market intelligence within their industries

for reporting purposes.

. Conduct open literature secondary research to gain market intelligence

within various industries for reporting purposes.

Financial Analyst: ADP

April 2007 - August 2007

. Create and analyze cash reconciliations for retirement accounts held

by to ensure the accounts balance each day.

. Keep accounting of open items that will require later researching in

Omni to find their origin and proper place in the reconciliation with

the intent of tying them out at a later date in the reconciliation.

. Possess understanding of accounting math and be able to read Buy/Sell

statements, bank statements, San Dimas Impound reports, KS02 reports

and summary sheets for each product reconciled.

. Merge Excel worksheets from different sources and analyze in order to

eliminate as many items as possible from main reconciliation worksheet

for the product.

Business Process Analyst, Quality Assurance: TIAA-CREF

December 2006 - April 2007

. Perform quality assurance back end audits for lump sum disbursement

transactions to ensure they have been processed correctly by CREF

processors according to original customer requests, SAS 70 and

Sarbanes-Oxley audit standards.

. Pull daily Mobius reports, condense and transfer them into an Excel

worksheet to get the necessary data needed to perform audits.

. Assisted with pulling documentation for PriceWaterhouseCoopers

external SAS 70 audit of various types of transactions including, but

not limited to lump sum disbursements, enrollments, retirement and

group retirement annuity income requests, and account transfers.

. Created Excel workbook to track and graph daily associate stats to

report to Operating Project Manager and VP of Business Analysis.

. Identify error trends related to trade dates, incorrect payment

destinations, processor error (i.e. entering incorrect account

number), violations of plan rules and incorrect disbursement amounts

determined after balancing transactions on account.

Online Email Representative; OS Processor Specialist 1: Wachovia

March 2005 - December 2006

. Perform address changes upon receiving secure e-mail from customer.

. Expanded alpha-numeric data entry skills by performing 200+ address

changes per day.

. Trained new email address change associates by creating manual for

address change process and conducting two-week training class.

. Responsible for on-the-floor training and coaching of new associates.

. Obtain copies of checks and interest statements upon request from

customer.

. Uphold department quality standards while maintaining satisfactory EPH

(emails per hour).

. Audit 20 employee timesheets using RUDI report.

. Named Top Producer for department 2nd Quarter 2005.

. Process Retail Investment Group documents including, but not limited

to, IRA distribution requests, IRA/Brokerage beneficiary changes, and

asset liquidation requests. This function requires a great deal of

scrutiny to determine IRA transfer request types (internal, external,

rollover, etc.); deciphering Brokerage account journal requests and

determining exactly what type of maintenance the customer is

requesting on their account.

. Process Global Funds transfers maintaining quality requirements and

turnaround time of 24 hours.

. Process Consumer faxes including, but not limited to mortgage

applications and supporting documents, life insurance applications,

equity line applications, and general verification documents

pertaining to mortgages maintaining quality requirements of zero

errors and turnaround time of 20 minutes.

. Process direct deposit forms maintaining quality requirements and per

hour requirements.

. Received a Shared Success award, a Star award and a Shine award in

October 2006 for Unmatched Knowledge and Expertise for my part in

consulting on a project to reduce the number of errors in processing

Global Funds transfers.

Education:

. 2003 - 2010: Queens University of Charlotte

. One class left to complete degree. Currently enrolled in class

online with graduation date of December 2010.

Computer Experience/Programs:

. Microsoft Windows XP/Vista; Access 2003/2007; Excel 2003/2007;

PowerPoint 2003/2007; Outlook 2003/2007; Publisher 2003/2007; Word

2003/2007; Visio 2003/2007; Front Page; ArcGIS; Crystal Reports;

eProject; Edcor; JD Edwards; Lotus Notes; Mobius Reports; Omni Station

v. 5.34; Oracle; Power Image AG v. 9.0; Right Fax; SAP; SAS; SPSS;

SQL; Visual Basic.

Contact this candidate