Customer Service Manager

Jo Buoncristiani

San Mateo CA *****

Phone: 650-***-****

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

I'm an experienced Business Analyst/Project Manager with proven skills in

CRM Data Quality and Statistics Analysis & Reporting, seeking a challenging

position with a firm that values confident leadership as well as teamwork,

creativity, and a committed passion for detail, results and presentations.

OBJECTIVE A challenging position as a CRM Business Analyst

SUMMARY OF SKILLS CRM for Sales Data & Opportunity Management (SAP)

Business Intelligence analyst with focus on Marketing, Revenue,

Forecast, KPI, Commission metrics

Excellent presentation skills including experience presenting to

senior executives

Proven track record of leadership, collaboration; ability to adapt

to new systems/applications quickly

Advanced MS Office skills, including Advanced Excel certificate;

SQL 2005 literate

Trained in Salesforce.com techniques; Admin Certificate pending

Feb 2009

10 years of combined experience of SDLC and Project Management

Adept multi-tasker, excellent attention to detail, good

communication skills, partnerships at all levels

EXPERIENCE PANALPINA INC Redwood Shores CA Oct 2004 - Sept 2009

Regional CRM SAP CRM System Implementation across 27 locations, including

Manager Business Warehouse & Financial data integration; Redesigned Sales

Data Quality Benchmarking for a 65% increase in data quality

excellence; Statistical Reporting delivering Sales Pipeline,

Revenue Forecast, External Customer Statistics & KPI, Commission

metrics to Executive Management; Developed Marketing Campaigns for

Target Accounts, Customer Satisfaction, Location- &

Industry-specific projects; Provided Training, Support &

Development for 160+ seats, including full suite of training

materials; On-going Project Management to analyze & improve

current design, incorporate change & deploy new releases.

UPS SUPPLY CHAIN SOLUTIONS San Francisco May 1999 - May 2004

QA Manager Project Management for 9 QA analysts on globally implemented ERP

Apr 2003 - May system, using RUP & Oracle, CODA & Cognos; Business Analysis for

2004 Initial Requirements & Design Review, Gap Analysis for interim

Lead System design; Wrote Test Plans, Test Cases & coordinated Test schedule

Analyst for 4 products with documented workflow & functional requirements;

May 1999 - Mar perfected Defect Tracking database to increase awareness & reduce

2003 number of bugs per build; Reported clear & concise metrics to

Senior Management; Developed Release schedule for version release

to Training & Production; Provided technical & business case

support for global users including Online User Documentation.

FRITZ COMPANIES INC / INTERTRANS CORP South San Francisco CA

Dec 1991 - Apr 1999

FRITZ COMPANIES Designed and drove ISO 9002 Initial implementation project,

INC including maintenance of internal audit schedules, with continued

Training and Staff certification for 5 years; Developed product-specific and customer

Development service training across 4 business units, including analysis for

Manager Business growth with Internal Training Plan; Provided records

May 1995 - Apr maintenance for 130+ staff.

1999 Branch Management for top-ranked Int'l Freight Forwarder with

monthly Financial reconciliation responsibilities for staff of

merged May 95 with 25+; Coordinated conversion to automated operating system,

including training and support; Increased office process control,

INTERTRANS CORP improved file closure by 25%, resulting in recordable

Branch Manager profitability; Negotiated major Vendor contracts, resulting in

Dec 1991 - May improved yield; Customer service issue resolution, operational

1995 responsibilities, drove the forklift!

CERTIFICATIONS Business Systems Testing and Quality Assurance Techniques (SDLC);

SQL 2005 literate

Salesforce.com Administrator Certification course completed;

certificate pending Feb 2009

Certified Mercury Interactive WinRunner/PVCS Administrator

Certified ISO Lead auditor through British Standards Inc (BSI)

IATA Cargo Agent Certificate (with distinction)

Certified in Customer Service, Supervisory Training, Leadership

and Frontline Management

EDUCATION

California State Completed courses in Biological Sciences with emphasis on

University San Veterinary Science

Francisco

1972 -1977

College of San Completed courses in Computer Science, Software Analysis & Finance

Mateo

1985 - 1987

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