Customer Service Sales

Lisa Teed

** ***** ****

Randolph, MA *****

Home 781-***-****

Cell 781-***-****

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

EXPERTISE

Business process supervisor/analyst with experience in analyzing processes,

developing effective web solutions, and implementing within tight

priorities and budgets. Key skills:

. Work closely with Product Managers to develop customer centric web

presence

. Experience with complete SDLC process

. Understand business processes and capture requirements to translate

into design specs

. Integrate web presentations with backend systems

. Negotiate with all stakeholders to establish implementation schedule

priorities

. Understand complete information maps

. Develop and implement testing processes

. Consistently exceed goals and timelines

. Establish and prioritize projects

EXPERIENCE

SALLIE MAE CORPORATION, Braintree, MA April

1989 - August 2008

Sallie Mae purchased Nellie Mae in 2000

Supervisor, eBusiness Group

Senior eBusiness Analyst

eBusiness Analyst

Supervise day-to-day functionality of three product web applications

representing over 470,000 online loan requests and $2.7 billion annually.

Manage the functional development and maintenance of multiple product

lines' websites. Approve and manage development direction and protocol.

Direct report supervisory duties include: setting objectives, workload,

and prioritize responsibilities; annual performance and compensation

reviews; mentor and coach on an ongoing basis; develop staff skill sets and

provide ongoing training.

Business process analysis, design development and implementation skills:

. Work closely with line managers and users, gather and interpret

business requirements to develop new web tools and applications

. Manage quarterly projects from development to implementation meeting

time and budget goals

. Develop test plans and test cases for new enhancements and regression

testing

. Ensure end product meets business requirements through User Acceptance

Testing

. Identify, track, and resolve web and application related issues in

conjunction with IT

. Oversee WebAssist Help line, Webmaster email box and customer support

. Provide web training to customers by telephone or in person

. Create and design regional site's monthly web based internal employee

newsletter

. Maintain regional site's intranet site

. Awarded Customer Service Excellence Award 2005

NELLIE MAE, Inc., Braintree,

MA April 1989 - 2000

Supervisor, Loan Underwriting

Oversaw execution of loan decisions by team of analysts in accordance with

established credit guidelines and daily workload. Supervised daily

department workflow.

. Business Owner/Test Coordinator for Loan Underwriting on website and

back-end database. This experience lead to the eBusiness assignment

. Reviewed existing process flows to streamline processes and reducing

costs

. Facilitated communication with internal cross-functional teams and

external partners on operational issues

Customer Service

Provided customer service to existing and potential customers through

strong knowledge of products, services, policies, and procedures.

. Handled all customer contact and provided needed assistance

. Trained new customer service representatives

. Executed and maintained mortgages for secured loans

COMPONENT MANUFACTURING, INC., W. Bridgewater, MA 1984 - 1988

Sales Associate

Provided customer service to new and existing customers through strong

knowledge of products, services, policies, and procedures. Handled all

incoming customer calls for the Medical Division. Created new customer

orders and handled all change-order requests. Worked with buyers to ensure

material supplies met customers manufacturing and delivery needs.

Maintained Hewlett Packard's internal inventory by adjusting amounts and

delivery dates according to their monthly reports

. Spearheaded apprenticeship program to train sales staff on sales calls

with Manager of Medical Division

TECHNICAL EXPERIENCE

Web Site Management Tools: Macromedia Dreamweaver, CuteFTP, FrontPage

Design Tools: Visio, Adobe Photoshop

Organizational Tools: Microsoft Excel, Power Point, Access, Word; Group

Wise, Outlook, Netscape, Internet Explorer, FireFox

Coding: Moderate skills in HTML, XML, Familiar with: SQL

EDUCATION

ECAP Program for completion of B.S.B.A., GPA 3.74, Emmanuel College, 2007 -

present

Completed 2.5 years towards B.S. degree part time, Stonehill College, 1990

- 1995

Master Certificate, Web Development, Clark University, 2001 -2002

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