Customer Service Management

RESUME

Marie Cohrs

Overview

I am an experienced Technology leader who has been providing Enterprise Solutions and Systems

Management for over 15 years. My area of ERP expertise is JD Edwards, although I have worked with

many other applications. Besides supporting operational systems, I have many years experience in

Resource Management, Project Management, Accounting and Finance.

My primary goal is to improve efficiency and productivity by improving business systems and processes. A

secondary goal is to manage organizational impact through change management, leadership, team membership

and cooperation.

In order to accomplish these goals, I have developed the following expertise:

• Departmental leadership and strategic direction

• Mentoring and management of staff and business partners

• Project management of comprehensive corporate conversions

• Indepth knowledge of organizational business processes

• Policy and procedure creation and enforcement

• System audits for productivity, internal controls, & SOX compliancy

• Cross functional meeting facilitation and direction

• Professional training classes & workshops

• Strong issue identification, prioritization, & resolution

• Extensive quality assurance and testing management

• Database management, including integrity checks & corrections

• ERP Application configuration recommendations and setup

Professional Experience Summary

Professional Consulting • June 2008-Current

• ABM Industires

• The Stellar Group

• P2S World (Fluor Corporation)

• March 2006-May 2008

Florida East Coast Industries

IT Director of Applications

Professional Consulting • 1998-2006

• Westmoreland Coal Company (2005–2006)

• Sony Pictures (2005)

• Southern Living (subsidiary of Time Warner) (2004)

• Big O Tires (2003–2004)

• JD Edwards (2003)

• eBags (1999–2003)

• Aggregate Industries (1999–2000)

Resume

Marie Cohrs

• Premier Industries ( 1998–1999)

• CH2M Hill (1998)

JD Edwards • Jan 1992-Jan 1998

• Training Manager, Denver Branch

• Industry (Finance) Marketing Specialist, Corporate

• Team Leader, Global Customer Service, Corporate

TCI - Asset Management Services • Jan 1985-Jan 1992

Assistant Controller

Professional Experience Highlights

Professional Consulting • June 2008-Current

ABM Industires

My most recent engagement was to augment an IBM led team of implementation consultants for

this multi-site, multi-phase project. As Financial lead, I successfully defined and executed the

implementation plan for all Financial modules, specific tasks involved; requirement gathering, gap

analysis, business process solutions, conversion reommendation and planning, functional

specifications, training, testing, documentation, conversion and post conversion support.

The Stellar Group

At Stellar, I provided direction for a fiscal year and organizational structure change. This included

working with their in house analysts, developers, and Management to present options and

recommendations. Additional deliverables included; project plan, task list, and documented

process.

P2S World (Fluor Corporation)

I was contracted to assist with a WORLD Multicurrency implementation. I worked directly with

the end user and management to solve outstanding issues and provide training.

Florida East Coast Industries • Mar 2006-May 2008

IT Director of Applications

While at FECI, I provided direction, prioritization and allocation of departmental resources for this Parent

Company and its subsidiaries. In this regards, I worked with outside vendors, business partners,

consultants, auditors and all levels of internal management and staff.

I was responsible for ensuring consistent system operations on over 23 applications with limited internal

staff. I realized cost control and operational efficiencies through vendor negotiations, networking and

implementing /reworking business processes.

In this fast paced IT environment, I lead and managed a variety of projects. One project example during

my employement, was leading a team which implemented a labor, equipment and material collection

process using functionality within EnterpriseOne and DSI DC Link. For this high profile project, I

provided hands on support and project management, including; steering committee updates and

presentations. Additionally, I facilitated coordination of many departments (payroll, human resources,

operations, accounting, procurement) to implement this integrated functionality.

Working directly with internal and external auditors, I established and enforced policies and procedures to

minimize organizational audit impact and maximize compliance.

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916 Indian River Road St. Augustine, FL 32092

****.*********@*****.*** 904-***-****

Resume

Marie Cohrs

Besides oversight of staff and systems, I augmented daily support and issue resolutions. This allowed me

to be hands on with current business processes and issues.

Various Companies • Jan 1998-Jan 2006

Professional Consulting

During these eight years, I assisted Companies with their business systems as an independent consultant.

Details on these projects included; business process recommendations, implementations, upgrades, support

and training of JD Edwards and related business systems. I had the benefit of working with many different

industries in various stages of system utlization. This variety increased my breadth of knowledge on

maximizing efficiencies and productivity by improving business / financial systems.

JD Edwards • Jan 1992-Jan 1998

Training Manager, Denver Branch

As the Denver branch Training Manager, I was responsible for leadership and management of the training

Department at the branch level. This included; scheduling, logistics, budgeting, reporting and delivery of

all Branch Training. Additionally, I served as Lead instructor in World and EnterpriseOne classes,

maintaining a high billing percentage. Working with business partners, I mentored and approved new

instructors for certified training classes.

Industry Specialist, Marketing Direction

For Corporate marketing, I provided financial systems expertise, including; pre-sales support, creation of

Financial Marketing documentation, and general marketing activities. In cooperation with Development, I

was responsible for participation in cross-functional design meetings, holding customer forums, and

providing direction. Examples of projects at the time were; EnterpriseOne Accounts Receivable redesign,

Euro compatibility, and data warehouse partnerships with Cognos and Business Objects.

Help Desk, Global Customer Service

While in customer service, I was promoted to the position of Team Leader. As Team Leader, I was

responsible for 12 Customer Service Professionals, including the Spanish speaking team. In this position, I

was the mentor, supervisor, and ‘second level’ for issue resolution. I worked with hundreds of companies

and assisted them with financial system performance. Additionally, I had many consulting and teaching

opportunities which further expanded my expertise.

TCI - Asset Management Services • Jan 1985-Jan 1992

Assistant Controller

For the first several years of my career, I was involved in accounting, including, preparation and review of

Financial Statements, financial analysis, budgeting, policy creation and enforcement, and management of

accounting staff.

Education and Certificates

University of Colorado - BS in Accounting, 1985

Earned Certificate of Management Accounting (CMA), 1989

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916 Indian River Road St. Augustine, FL 32092

****.*********@*****.*** 904-***-****

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