Project Manager Customer Service

Liat Ciflik

Address: *** *. *** ***** **. San Mateo,CA 94403 Tel: 415-***-****

E-mail:********@*****.*** Date of Birth: 04/09/1975

Education and professional courses

B-tech in Industrial Engineering & Management- Ort Brauda College, Karmiel, Israel 1996-2000

Siebel CRM Business Analystcourse) 40hours( -John Bryce ProfessionalTraining Center 2005

System Analyst course (80 hours)- John BryceProfessionalTraining Center 2005

ISO 9002Testers course- Partner Ltd. 2001

Professional experience

Matrix IT (Telecom & CRM Division)

2008- Today

CRM Business Analyst in Bezeq (The biggest Telecom company in Israel)

Responsibility for requirements definition, functional design and end user implementation of

People Soft CRM system. Collaborate with development and testing teams to analyze and

delivery the functional requirements through SLDC.

In charge of the technician’s Support application: designing and implementing system

improvements and changes including supporting in defects in production.

Writing design documentsrelated to the following technician applications: Service Order

module (CRM), Schedule System(“Click Software”) and Technician MobileDevice.

Writing Interface Design Document (IDD) between the applications above and other

systems involved in the technician work flow such as Orders, Billing (using EAI, ETL).

Member of theStrategic team of the new CRM System implementation that was responsible 2007–2008

of analysis customer business process and present functional solution,regardingall

themodules (Service, Customer, Collection, Orders).

Microsoft Dynamics CRM Business Analyst

Wrote HLDsforthe Service, Customer, and Marketing CRM modulesto be implemented

infinancial companies such as Psagot (an investment company) and BankIgud.

Leumi Bank

2006–2007

CRM (Siebel) Project Manager in the Call Center

Characterizedthe CRM functional requirements while representing the customer needs.

Managed projects regarding procedures of financial systems.

Partner Ltd. (Orange)

2004–2006

CRM (Siebel) Implementation -Customer Service Division (Call Center)

Member of the Siebel CRM business analyst's team: wrote HLDs for the Customer and

Service Support module.

2002-2004

Planned and implemented CRM, Billing and Self Service new functionalities: starting with

the identification ofbusiness needs through writing business requirements and design doc.

Project Manager - Managed across-the-board projects in the organization that consisted of

people from a wide range of departments under tight time frames and work plans .

Process Engineer -In charge of Call Center optimization projects: defining measurements 2001–2002

fortesting the effectiveness of implemented processes and pinpointingthe ones that require to be

improved.

Counseling Company –Student & IndustrialEngineer position 1999–2000

Worked on projects for improving organizations’ systems and business models: defined and

upgradedbusiness processes and guidedwork force standardization.

Counselor in an English seminar of the Education Department of Israel 1995–1997

Counselor ofNorth American Jewish youth at the Jewish Agency summer camp in PA, USA.

Languages

Fluent English and Hebrew

Computer software MS-office, Visio, Business Objects, Quality Center.

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