Customer Service Management

Jean Garcia Cell 919-***-****

*** ***** **** *****, **** Forest, NC 27587 **********@****.*******.*** Highly skilled Analyst with over 10 years’ experience QUALIFICATIONS SUMMARY

Highly motivated, creative and energetic team player with exceptional skills in Reporting, Analysis, Operations Management, Customer Service, Finance, Data Management, and Development.

Microsoft certified, expert level Excel user with proven experience managing large data sets and creating Macros.

Quality focused professional with over ten years’ experience supporting upper level management.

Providing training and technical guidance to employees and operations supervisors as needed for company growth.

Proven ability to streamline processes and provide budgeting and procurement management support to ensure accuracy of all financial transactions.

PROFESSIONAL EXPERIENCE

Kestrel Engineering Inc. Houston, TX

Materials Data Manager, Rover Pipeline February 2015 – May 2017

Automate/streamline Excel reports in order to eliminate redundancy and human errors.

Assist NACE inspection teams with the creation of reports to track coating rejects.

Responsible for electronic receiving of +55k joints of line pipe and nine ocean vessels; involving two yards @

$600 million net worth.

Write & submit NCR’s for coating and traceability to company personnel.

Manage Excel master materials spreadsheet for Measurement, Compression, and Mainline. Covering 1,578 PO’s, involving 34,000 line items ($400 million net worth)

Provide daily reports to procurement and senior management. Cisco Systems Inc. Raleigh, NC

Report Analyst, IT Operations October 2014 – February 2015

DCOps - Provide monthly case reporting, aligning data to DCOps Service Catalog, regional breakdown, and ongoing spend assessment

Backups, update case trends, and SLA performance month/month

Lease audit report; reconcile assets on the DC floor with our leasing portfolio data

Ad-hoc reporting on spend trends, asset tracking Hotwire Communications Raleigh, NC

Operations Analyst, Field Operations July 2011 – October 2014

Provide biweekly briefings to executive team on state of department by providing financial reports measuring budget to actuals, monthly utilization, and analysis on various operational metrics/benchmarks.

Work with functional leads to define reporting requirements. Produce standard, periodic reports and metrics, as well as, fulfill ad-hoc requests and run queries through SAS or Crystal Reports.

Streamline reporting processes by using SQL/VBA, in an effort to eliminate redundancy and improve efficiencies.

Integrate data from a variety of independent data sources using SAS/Access/Crystal Reports, validate data accuracy, and work with appropriate parties to resolve discrepancies. Jean Garcia Cell 919-***-****

901 Coral Bell Drive, Wake Forest, NC 27587 **********@****.*******.*** Duke University’s Sanford School of Public Policy Durham, NC Coordinator, Development & Alumni Relations July 2010 – July 2011

Managed administrative functions that enhanced development and alumni relations efforts.

Provided budgeting and procurement management support.

Trained and managed a team of four Staff Assistants.

Coordinated trips and follow-up activities for two front-line fundraisers as well as for occasional travel by the Director of Advancement Services and the Associate Dean of development.

Planned and executed details for and staffed Sanford School and university-wide events. Harvard Business School Allston, MA

Coordinator, Business Operations and Finance, External Relations July 2007 – March 2010

Provided support on budget-related tasks such as pulling reports and performing monthly/quarterly analysis.

Composed, edited and prepared acknowledgement correspondence, reports and other materials.

Scheduled travel and processed expense reports, organized/implemented admin. systems and procedures.

Gathered/maintained alumni records data and processed gifts using Advance and Harris software applications. Maintained department intranet information up-to-date.

Helped coordinate and assisted in reunion events. Dealt with alumni on a daily basis either through phone or in person to address issues or fulfill requests

United Parcel Service Miami, FL

Training & Compliance Supervisor November 2002 – March 2007

Ensured all yearly employee trainings were completed and documented as required for regulatory compliance, internal conformance, and proficiency.

Conducted internal audits in support of the safety and quality control committee.

Created and updated training plans to meet short and long term operational goals, strategies, and objectives.

Coordinated learning processes and created a positive learning environment.

Provided training and technical guidance to operations supervisors as needed for company growth. EDUCATION

Harvard University Cambridge, MA

Master of Liberal Arts, General Management January 2008 – December 2009

Concentration: International Management GPA: 3.66 Florida International University Miami, FL

Bachelor of Business Administration January 2004 – December 2005

Concentration: Finance

Miami Dade College Miami, FL

Associate in Arts, Business Administration January 1999 – December 2002 ADDITIONAL SKILLS

Technical: SAS Information Map Studio 4.2, SAS Web Report Studio, SAS Enterprise Guide 4.2, CommSoft, CommBI, Advance, Harris, Crew, Works, SAP/R3, Dreamweaver, Macromedia Contribute, and expert user of Microsoft Office: Access, Excel, Outlook, PowerPoint and Word

(MOS Certificate# 11360431)

Languages: Spanish: read, write and speak it fluently

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