Customer Service Project Management

Sharon Trembley

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

South Amboy, NJ 08879 732/727.6169

CAREER SKILLS/KNOWLEDGE

• •

Asset management Cost control/reductions

• •

Project management Lease management

• •

Finance/administration Budgeting/accountability

• •

Opportunity assessment Client development/retention

• •

Business planning Vendor relations

CAREER EXPERIENCE

IBM Global Services, Armonk, NY 6/99–4/09

Business Analyst

• Prepared customer presentable detailed pricing for individual Requests for Service for multiple accounts.

• Worked closely with vendors to satisfy customer contract requirements and requests.

• Implemented a vendor invoice-screening process. This allowed identification of over $2M in erroneous charges.

This process also produced accurate invoices, with appropriate backup, to customers, resulting in fewer invoice

disputes, and more on time, complete payments. It also increased overall satisfaction with IBM’s billing process.

• Analyzed vendor costs and trends, helped develop a business case to move work to an IBM preferred vendor.

• Managed leased assets and worked with both the customer and leasing companies, both IBM Global Finance and

external, to handle customer divestitures, outsourcing and end of lease activities. This includes Bills of Sale to

transfer title, and occasional contact with outside companies acquiring assets from our customer’s leased asset

base.

• Worked closely with IBM Global Finance to

o Manage the transfer of leased assets upon divestitures of business units

o Settlement of leased assets at end of term

o Early Conclude of assets to support business restructure activities

• Worked closely with customer to

o Execute Bills of Sale

o Reconciliation of leased assets

• Performed multiple lease vs buyout analysis to help make decisions regarding lease termination, settlements and

extension of lease terms.

• Supported team with assessing opportunities to enhance IBM Global Services’ relationship with customer seeking

cost reductions during contract renegotiation periods.

Alternative Resources, Edison, NJ 10/98-6/99

Project Management Consultant

Managed invoice review project. Identified and resolved inaccuracies resulting in savings of over $1M over a period of

eight months for client.

Riviana Foods, Edison, NJ 11/90-10/98

Senior Customer Service Representative

Employee of the Year 1994

Communicated with customers and processed all phases of orders from initial placement, pricing, distribution, traffic,

invoicing and collection.

MILITARY EXPERIENCE

New Jersey Army National Guard 1988-1992: Intelligence Analyst, SP4

United States Naval Reserve 1984-1988: Storekeeper, Third Class. The William F. Halsey Award for Leadership.

EDUCATION

B.A. Thomas A. Edison State College Computer Science 1999

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