Data Customer Service
Resume:
TIAN LIANG
ALAMEDA, CA *****
**********@*****.***
Summary:
As the head of the data management team, I have strong self-leadership, project management and analytical skills. I have been helping my current employer to form and lead the data group by setting up policies, providing guidance, training, and problem solving while working closely with managements of the Sales, Marketing, Service and Technical Teams to build up the CRM database. I also help manage and maintain a CRM involving over 50,000 customers. I convert system data into visual information that helps management in business decisions. I develop, plan and manage legacy system data migrations with minimal impact on business operations. I am also responsible for identifying business intelligence and data analysis needs. I compose data queries, analyses, workflow, reports and garner a thorough understanding of data output and potential business implications. I provide leadership in technical/functional support for enterprise reporting, business intelligence and analytics utilizing SAP BW, Business Objects and other BI/Analytics solutions; working with businesses to determine requirements, define key performance indicators (KPI), and develop Enterprise Data Warehouse (EDW) and BI processes.
Education:
Jinan University, China Biology Engineering (BS)
Certification:
Business Initial Training ATT, USA
Digital Technology, Data Communication ATT, USA
Basic Electricity, Telecommunication ATT, USA
Computer Typing Oakland Career Center, CA USA
Past Job Titles:
Customer Data Analyst & SAP MDM Governor December 2012-April 2017
Chinese Interpreter July 2010-December 2012
Customer Service & Sales November 1996-August 2009
Past Job Experience:
Customer Data Analyst Mettler Toledo Safeline
I am a key member on the SAP implementation team and the lead of the data group. I helped form this team and led it with the responsibilities of providing system training, member assignments, monitor attendance, payroll and review performances. I directly executed and managed IBase and IObject from origination and throughout each data lifecycle. I lead the data migration from multiple legacy systems to the SAP. My responsibilities in this task included direct involvement in the design and building steps, oversight review of all design, and build activities performance. I designed and created tables for data set; and created queries to extract and import data in database. I also led the data team to perform master data and object mapping and cleansing. I set up policies, procedures, standards, and guidelines for IBase and IObject and ensured policy compliance and quality assurance and enabling business process optimization. I also conduct quality control checks of IBase and IObject. I helped monitor and improve data across the company to ensure the trustworthiness of enterprise data for defined business needs. I was the administrator of the machine installation database in the existing CRM. I identified database requirements by working closely with Service management, customers, field engineers, and other departments within the organization. I analyzed the CRM to include grouping and categorized data to validate and audit both the customer and machine information. I developed and maintained SOP for the CRM database and product modifications. I also developed and produced monthly KPIs to highlight data accuracy and clean up completed. I analyzed data gathered by evaluate effectiveness of controls, determine accuracy of reports and efficiency of operations. I also provided machine data analytical support for management.
SAP Data Steward & System Administrator Mettler Toledo Rainin
I was responsible for day to day management of system data: ECC and CRM. I was the main administrator and manager of the SAP master data and SalesLogix system. I performed de-duplication and other quality checks to ensure high quality of locally used master data. I checked and approved system data creation and change requests. I was also responsible for data templates for automatic data creation. I assisted with the data cleansing, retrofit, business validation, and hypercare activities with the Global Data Governors. I ensured a “Knowledge-sharing” culture by communicating with the local business people and regional master data management team. I also provided CRM system administration and daily maintenance – new starters, position changes, profile changes, leavers, user lockouts and password resets. I installed software and did troubleshoots. I also design, configure and administer SAP and SalesLogix including and supporting test classes, Customer Jobjects, Workflow, Custom Fields, validation Rules. My performance complied with the Service Level Agreements for efficient ticket creation for data changes to ensure business and user satisfaction. I monitored the SNOW ticket resolution success and helped with ticket prioritization. I supported and trained local business people regarding business partners (customers and contacts). I gathered leads from multiple sources including registration cards and trade shows. The Service Department then enters and distributes to the sales force via the CRM system. I routinely reviewed new and pending leads to ensure advancement through the system. I also maintain a holistic view of all business processes and users in the system to understand cross functional impacts regarding configuration, process, workflow and reporting. I assisted the CRM system and any related process documentation that were requested. I compiled data and reports as directed by the department’s supervisor or manager. I maintained a positive and relevant reporting relationship with the local business departments.
Customer Service & Sales Representative ATT, San Francisco CA
I worked as a supervisor in the small account business department where I managed the group by overseeing the attendance, payroll, providing guidance and training, selling and handling phone system sales (PBX and Centrex). I programmed phone system features and functions. I answered customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. I helped representative handle all Centrex issues including planning account setting, installation, and issue order. I offered alternative solutions when appropriate with the objective of retaining customer’s business. I handled business transactions with the activation of new customer accounts on a computer terminal. I generated work assignments for the date, assigned jobs to colleagues, made arrangements for absent employees to the appropriate level of leave or pay, pre-scheduled or posted leaves to the system based on office needs, monitored office processing at all times, and notified the associated department for any daily changes of staffing and operational status when needed.
Skills:
Multi-Tasking
Using SQL, SAP, SNOW, SLX, Syteline, Oracle, Microsoft Office (Access, Excel, Word, Visio, PowerPoint), SharePoint, Tableau, ADP and Windows, Internet Explorer
Data Management, Data Governance, Data Migration, Data Analysis, BI report, KPI report
Computer/Internet Connection Settings
Telecommunication
54 WPM Typing Speed
Can Speak and Write Three (3) Languages (English, Mandarin, Cantonese)
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