Manager Customer Service
Resume:
Shetal Patel
Royal Palm Beach, FL 33411
*********@*******.***
Business Analyst/Major Healthcare Company
Objective: To be a team member that is knowledgeable in both the business and IT aspect of an
organization. Use my 5+ years of business analyst and project management skills to
streamline existing processes.
Experience 6/09 - Aquent Consultant @ B. Braun Medical, Inc.
Business Data Analyst
• Consolidate and coordinate multiple MS Access databases to run effectively and
efficiently
• Manage projects with IT to create a SAP/R3 data cube to consolidate marketing
internal and external data
• Work with marketing product managers to gather requirements for trending and
tracking product reports; possibly forecasting
• Extracting customer sales activity data via SAP/BW web tool
• Create monthly customer and non customer segmentation analysis tool for marketing
directors and managers; along with a quarterly customer profitability analysis tool.
• Responsible for updating quarterly competitor revenue data which includes market
share, YOY % growth in sales and revenue.
• Work with Sales Operation team to identify and segment potential customers for
specific products
5/07 - Verizon Wireless
Manager – Marketing Prepay Data/Reporting & Analysis
Manage the accuracy and the quality of the Prepay Billing customer data
• Work with finance and prepay strategy teams to work 2007/2008 strategy and
forecasts
• Manage effective and efficient monthly and adhoc reporting packages for prepay
customers and products
• Create customer profiles to help identify the proper targets for campaigns and surveys
• Create/Manage processes for tracking post campaign analysis
• Responsible for updating quarterly operations review metrics for the Prepay market
08/05 - Verizon Wireless
Manager - Marketing B2B Data Insight
• Enhance segment schema as necessary to address Marketing needs
• Maintain segment connection to external reporting sources
• Manage conflicting segment schema requirements between Finance and Marketing
• Manage data warehouse structure to address Marketing needs on customer insight,
analyses, and campaigns in support of CRM and other marketing initiatives
• Continue to evaluate Business firmographic data providers against current and
anticipated CRM/Marketing requirements as well as their competitors
• Manage current vendor relationships; lead negotiation of contract renewal and
expansion
• Identify, evaluate data append opportunities that improve leveragable customer
insights; make licensing recommendations to business
• Provide a detailed understanding of B2B customers and products such as Global phone,
VZAccess and VZEmail
• Manage SMS campaigns, profiling, and other National Programs and ad hoc requests as
necessary
10/02 – Verizon Wireless
DATABASE MARKETING CRM – ANALYST
• Program management of budgeting by Segments; Lead projects that produce
detailed financial reports by Business and Consumer segments.
• Work daily with the national data warehouse teams to validate data quality in
the some of the significant tables.
• Program management for many marketing promotions, direct mailers, and
trials.
• Manage refinement data mining for scoring models for churn, LTV and product
propensity; working on integrating modeled scores into database for use in customer
interaction responses and targeting
• Develop Teradata SQL programs for strategic CRM initiatives using the
analytical software tools such as SPSS, Queryman, Cognos Impromptu and MSAccess
• Manage many post promotions and trials analysis and reporting for the
business and consumer teams
• Generate many ad-hoc reports for department director and Vice President;
work with regional area marketing and IT teams to manage segmentation data metrics
08/02 – Sogeti Consultant @ AT&T Wireless Services
DATABASE MARKETING/PRE-CAMPAIGN ANALYST
• Work with Program Managers in Customer Base Marketing to fulfill pre-
campaign analysis by gathering requirements and extracting data from the Teradata
warehouse.
• Produce active subscriber lists and churn reports using SAS in UNIX, SQL in
Queryman or MSAccess.
• Create a customer requirements specifications document for IT to produce
vendor related files to be sent through the File Transfer Protocol.
• Work with temp tables created in the UNIX environment and using them to
extract specific customer related data from the database.
• Currently exposed to LTV scoring from a knowledge perspective for scoring
customer based marketing campaigns.
• Working with Business Objects application to pull data extracts and reports for
ad-hoc subscriber data reporting.
• Exposed to predictive churn modeling reports; have solid knowledge of what is
composed in predictive modeling.
07/01 - Knowledge Support Systems Inc.
BUSINESS ANALYST /DBA
• Compile client business processes and work flow tasks to include in the
business model and project definition document.
• Document business requirements and rules for client projects.
• Diagram and maintain clients’ business processes in Visio.
• Manage data requirements and pricing optimization software operation for
national grocery retailer client.
• Work in SQL Server 2000 environment to analyze historical sales data, report
results, and maintain statistical model for pricing optimization.
• Communicate closely and effectively with project team including client
manager, software requirements manager, and external client.
• Assist in Quality Assurance by preparing test cases and/or implement test
cases.
10/00 - Precision Response Corporation
IT BUSINESS ANALYST/PROJECT MANAGER
• Gathered business requirements to design customer service interface.
• Assisted in design and implementation of customer support software.
• Maintained project plan to ensure an on time project schedule.
• Managed and presented the application demonstration to my management and
customer service teams.
• Assisted Quality Assurance team in developing test plans based on
requirements gathered at client JAD sessions.
8/98 - AT&T Wireless Services
IT BUSINESS ANALYST/ACCOUNT MANAGER
• Contributed to development of internal custom software applications, including
a sales &marketing intranet site, legacy system migration, and Teradata database
development.
• Acted as technical liaison between sales, marketing, accounting and finance
departments and IT development.
• Worked with business partners and/or users to document project business
requirements, system proposal and project plans.
• Documented functional requirements and designs for small to medium size
projects.
• Diagramed use cases to describe functionality of new Sales and Marketing
Systems.
• Developed data extracts and reports, from applications that used Metadata, as
needed by the business customer using SQL.
• Maintained and assisted in development of a datamart to support decision
support systems (DSS) and OLAP software, such as Business Objects, MicroStrategy
Agent and Cognos PowerPlay for the Marketing, Sales and Finance departments.
• Assisted in the maintenance of Oracle Financials applications for the Finance
department.
8/96 – Cellular One
PROGRAMMER ANALYST
• Designed, developed and analyzed a variety of SAS/COBOL applications and
reports for the marketing, sales and accounting/finance group.
• Worked with Marketing teams to analyze predictive churn modeling reports.
• Trained entry-level programmers on the VAX/VMS OS.
• Migrated the COBOL-VAX/VMS environment applications to the SAS/UNIX
environment.
EDUCATION: May/1998 Rutgers University/New Jersey Institute of Technology US-NJ-Newark
Bachelor's Degree
Major in Information Systems
SKILLS: Skill Name Skill Level Last Used/Experience
SQL Expert 1 year ago 10 years
Cognos Expert 2 years ago 5 years
Teradata Expert 1 year ago 8 years
MS Access Expert Current 10 years
MS Excel Expert Current 10 years
Business Objects Intermediate 5 years ago 5 years
SAS Intermediate 3 years 5 years
HTML Intermediate Current 3 years
Hyperion Novice 2 years ago 4 years
LANGUAGES: Languages Proficiency Level
Gujarati Fluent
Spanish Basic – Familiar
ADDITIONAL: Technical Training & Certifications
SAS Programming
Teradata Table Maintenance and Data Warehousing
Business Analysis/Project Management (Villanova Training Courses)
SQL Server 2000 (CD Based Courses)
References Available Upon Request
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