Customer Service Administrative Assistant

JANICE SCHIERBERG

Cincinnati, OH *****

***.****

*************@*******.*** www.linkedin.com/in/janschierberg

SUMMARY

A friendly and tireless interface to an organization’s day to day operations. Known for delivering excellent, global customer service. Skilled in operations, training and creating reports. Excellent technical skills with the proven ability to deliver first and second level support. Easily learns and uses new technology and databases. Self-starter with great problem solving skills. Handles multiple priorities with a high degree of follow up. Communicates well with a diverse workforce (globally) and all levels of the organization. Strengths include:

Database Usage

Technical Skills

Customer Service

Problem Solving

Process Improvement

SAP

Initiative

Training

PROFESSIONAL EXPERIENCE

HEWLETT PACKARD ENTERPRISE (Cincinnati, Ohio) 2004 – 2016

Procter & Gamble outsourced most of their IT function to Hewlett Packard in 2004.

Time Tracking Database Specialist

Handled an average of 2800 internal customer interactions annually, regarding tracking consultants’ time on the Procter & Gamble account.

Assigned memberships in CATW (Compass an SAP platform).

Assisted customers on 6 continents both inside Hewlett Packard Enterprise as well as external customers.

Managed over 400,000 project attributes (project descriptions) in SAP enabling individuals and managers to track time associated with Procter & Gamble account.

Identified issue with report that was recreating all 400,000 project attributes rather than just new ones. Worked with programmer to correct and reduced time to run from 17 hours to 30 minutes.

Trained dozens of new Managers and Trackers annually in best practices and minimum requirements for daily operations per Procter & Gamble governance.

Pulled data from numerous data sources in both SAP and QuickBase creating reports enabling managers to identify completeness and accuracy of time tracking for billing purposes.

Edited and performed troubleshooting in Access databases.

Identified bug in Access report that was assigning incorrect start dates to memberships in SAP.

Increased efficiency of membership access to track the projects upon request, rather than weekly, increasing customer satisfaction.

PROCTER & GAMBLE (Cincinnati, OH) 1997 – 2004

Administrator (2002-2004)

Retrieved data from database (Analyzer) and entered into program that formatted for distribution to management and finance that showed performance of P&G products by customer, globally.

Health and Beauty Aids Single Point of Contact (2001- 2002)

Selected to newly created position

Developed new system that reduced and standardized administrative time across Health and Beauty Aids (HABA) to provide better responsiveness to field requests.

Managed all supplies for HABA.

Administrative Assistant, Skincare (1997-2001)

Supported Brand Manager and 3-5 Assistant Brand Managers in Noxema, Clearasil and Zest products.

Provided expense reporting, credit card reconciliation, calendar management, travel arrangements, meetings.

Requested to fill in for Executive Assistants during vacations.

Pulled P&G and competitive information from Nielsen data manipulating the data into a report used by entire Skincare Division.

Organized and led research to evaluate consumer interest/reaction to new initiatives and packaging.

Coordinated “Take Your Daughter to Work Day” for area.

EDUCATION

Mt. Saint Joseph University (Cincinnati, OH)

Leadership Scholarship

TECHNICAL SKILLS

Microsoft Word, Excel, Access, PowerPoint, Outlook

SAP, Omega, QuickBase, Lync, Analyzer

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