Customer Service Project Manager
Resume:
DAWN E. KIBLER
Johnstown, Ohio 43031
**********@*****.***
SUMMARY: A hardworking Business Analyst with expertise in technical writing, problem solving, and reporting.
Unique strengths include being flexible, self-starter, multi-tasker, quick learner, and creative thinker.
Worked fulltime as an internal staff member and external consultant in the financial industry for 10 years.
Other industry experience includes food service manufacturing, insurance, and retail.
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Data Technical Communicatio Project Management
Management Writing ns
PROFESSIONAL EXPERIENCE
5/2009 to 7/2009 Huntington National Bank, Columbus, Ohio
BUSINESS ANALYST (Contractor)
• Documented current user documentation for three databases used daily in Commercial Loan Services.
• Assisted in problem analysis of current process and provided recommendations to streamline.
• Created process flow of current Flood Insurance process to clearly define timing, inputs, outputs, and
interaction with other associates and systems.
• Updated user documentation for Flood Insurance process to include some new procedures, as well as
screen shots and added detail.
• Reviewed reports and provided recommendations for enhancements to eliminate some manual
intervention.
7/2008 to 5/2009 Citi Group, Columbus, Ohio
BUSINESS ANALYST (Contractor)
• Completed Change Control and Implementation Services Request as part of the Project life cycle.
• Completed process flows, including detailed process procedures for current enterprise project, by
conducting interviews, observing processes, and reviewing documentation.
• Completed Business Requirement Documents for current projects based on detailed analysis and
communication with the business.
5/2007 to 5/2008 Huntington Bank, Columbus, Ohio
BUSINESS ANALYST III, Huntington.com (Full-time and Contractor)
Worked on the Business Online team responsible for technical writing, reporting, test scripts, testing, and
the Interactive Demo, which was a web tool used by sales and customers.
• Wrote detailed business and system requirements for the Business Online interactive demo, (a sales
tool used by 10,000 customers and 200 sales staff).
• Using Microsoft Word and Rythmyx, authored technical procedures and online help used as training
tools and job aids for over 100,000 users.
• Created weekly and monthly metrics depicting volume and revenue for the area, which was used by
management and sales as a tool to identify strengths, weaknesses, and areas of improvement.
• Compiled raw survey data into a summary report which included graphs to indicate customer
satisfaction levels regarding the website, customer service, and job aids. This was a great help in
planning future enhancements.
6/2005 to 5/2007 J.P. Morgan Chase, Columbus, Ohio
QUALITY ANALYST, National Enterprise Operations/Test Management Office (Contractor)
Coordinated information including reporting, and worked with several workgroups to help resolve
conflict, complete deliverables, and understand issues to ensure project success.
Developed macro driven queries and pivot table/graphical reports to automate Quality Center
management reporting. Automation allowed for quick preparation of the daily reports which became
DAWN E. KIBLER – Page 2
widely used by the project management team and upper management to track the progression of the
project.
• Facilitated the test results and defect management discussions during the daily management review to
ensure clear communication of problems and planned resolutions.
• Automated daily reporting by creating look-up tables and calculations with an Excel spreadsheet
eliminating 2 hours of manual data manipulation per day.
• Created an Access database whereby data from Mercury Quality Center could be imported and
analyzed through a system of queries. Informational reports were then produced by linking the data to
Excel for further calculation and summary. The time savings approached 4 hours per day.
3/2003 to 6/2005 T. Marzetti Company, Columbus, Ohio
PROJECT COORDINATOR, Foodservice Research and Development
Coordinated projects between sales and/or customers and the Food Scientist who developed the products.
When a product was chosen I managed coordination for first production run including plant, schedule,
pallet information, box, labels, ingredients, formula release, and customer samples.
• Coordinated projects for Foodservice Research and Development. Acted as project manager, customer
service rep and information coordinator for new products and presentation, providing accurate
information for the Food Scientist to better focus development efforts.
• Researched alternate suppliers for printing services which saved the company $8,000 the first year.
1/1989 to 6/2003 Designs by Dawn, Johnstown, Ohio
OWNER/SALES
• Started and managed all aspects of company including advertising, marketing, sales, customer service,
fabrication, order processing, records keeping, and installation. Had an annual growth rate of 10% over
a 10 year period.
5/1996 to 2/2002 Banc One Corporation, Columbus, Ohio
CONSULTANT I
• Created process maps depicting the unique handling of a variety of items coming through the Research
Shops. The completed process view allowed for standardization of policies and procedures.
• Designed “To Be” operational processes impacted by a new mainframe system being installed in the
bank. This common view allowed us to find potential problems, issues, and impacts and also provided
a great overview tool, which was used to inform the 50 managers being impacted.
BUSINESS ANALYST II
• Streamlined reporting from a two day process down to two hours per month.
PROJECT COORDINATOR/BUSINESS ANALYST I
• Created presentations for meetings using Freelance Graphics, as well as handling typing, filing, and
dictation for several Project Managers, which freed them to better manage projects.
EDUCATION
Urbana University, Columbus, Ohio
Graduated 1988/Bachelor of Science in Senior Business Administration
TECHNICAL SKILLS
• Highly proficient with the Microsoft Office Suite – Excel, Word, Access, PowerPoint, Project, & Visio
• Freelance Graphics
• Lotus Notes
• Rhythmyx
• Macromedia Fireworks
• Omniture
• Crystal Reports
• Adobe Acrobat, Nero Burning, WinZip plus other utilities
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