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Customer Service Manager

Location:
Berkley, MI
Posted:
March 16, 2018

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Resume:

Jennifer Baranski Curriculum Vitae * P a g e

Jennifer Baranski

**** ********* ********* • Berkley, MI 48072

Summary

I’ve managed a variety of software and information management projects in the public and private sectors. My specialties include full-service business analysis and project management. I bring proven experiences streamlining processes and providing predictive analytics for project stakeholders. I’ve translated business needs into technologies, defined product specifications, and worked with software development teams to create an established track record of defining and delivering project goals while innovating change. Experience

Records Manager

Charter Township of Clinton

August 2014 – Present

• Business Analysis and Process Improvements:

o Used cross-functional planning sessions to map current processes and performed gap analysis to identify future opportunities for improved efficiencies o Transformed and streamlined paperless resources

o Eliminated redundant processes, improving Township cost of response by 50% o Created automated workflows for processes that require shared data from multiple departments, lessening the Township’s cost of response by up to 75% o Built a common information portal for all records and their downstream systems

• Software Selection and Implementation:

o Led evaluation and selection of an enterprise-wide $750,000 Electronic Content Management (Laserfiche) solution

o Developed system requirements and identified required data conversions and interfaces, resulting in a Request For Proposal

o Analyzed proposal responses, participating in vendor demonstrations and other due diligence activities, and developing statement of work documents. o Responsible for entire purchase, including budget, vendor negotiations, and contract writing

o Coordinated with vendor, IT team, and departmental leaders to develop a deployment plan for ECM

o ECM software package completely tested and installed across entire Township, created all end-user training and documentation within six months o Led short- and long-range strategic technology planning, budgeting, along with vendor and staff management

• Records Management and Information Governance:

o Results-oriented leader for the most populous township in Michigan with progressively responsible experience working with 12 departments o Established controls for over 150 years of public records o Produced policies for retention, access, and disposition of records o Created and maintained $75,000 annual digitization budget o Digitized over 1,000,000 records, eliminating 15,000 linear feet of physical space o Monitored compliance and seamlessly integrated content from multiple data sources into the Township’s enterprise architecture

• Government Programs:

o Worked with government and community groups to support economic development, constituent research, coalition development, collaborative solutions, and e-government

Jennifer Baranski Curriculum Vitae 2 P a g e

Consulting Manager

Plante Moran, PLLC

April 2013 – August 2014

• Using Agile and Waterfall methodologies, delivered full lifecycle project management services for enterprise technology projects specializing in enterprise asset and financial management systems

• Identified and quantified technology and operational improvement opportunities and established a business model for a system selection

• Managed benefit analysis, return on investment calculations, and identification of barriers and supports for implementing improvements

• Conducted business process evaluation and identification of process improvement opportunities

• Translated user frustrations with current environment into relevant system requirements

• Wrote and responded to evaluation and recommendations of software specifications for public sector enterprise systems

• Wrote and responded to RFPs on behalf of clients and the firm

• Led proposal development and work plans

• Engineered enterprise public-sector technology solutions (ERPs, CRMs, IT assessments, organizational technology planning, operational reorganizations)

• Fostered long-term relationships with clients based upon enduring success

• Provided education on best and common practices

Data Administrator

Southeast Michigan Council of Governments

February 2007 – February 2013

• Managed all member and project data, regardless of format, including the largest planning library in Michigan

• Wrote the RFP and led the team selection of new Customer Relationship Management

(Siebel) used to direct member operations

• Developed and implemented CMS across seven departments, including user testing.

• Facilitated migration of over 10,000 member records from 15 data sources into the CRM

• Using SSRS, designed member database and produced dashboard reporting via CRM

• Solely responsible for managing internal processes and managing reporting requirements to produce metrics and dashboard reporting tools

• Coordinated implementation of the web platform used for information portals and creation of member content

• Introduced a common data repository and reporting dashboard to create content and make information-driven decisions about our members and services

• Used Informz software to create web content

• Developed reporting to give insight into improving improve member communications

• Created taxonomies and managed agency record retention schedules for vital records Jennifer Baranski Curriculum Vitae 3 P a g e

Business Analyst

Compuware Corporation, contracted to Ford Motor Company April 2000 – February 2007

• Designed, developed, and maintained a web-based training management application serving over 1,000,000 users in 52 countries

• Created technical and non-technical asynchronous training programs for dealership personnel

• Authored business rules and programming logic for new functionality and program enhancements

• Documented current business processes and translated into technical specifications

• Perform gap analysis

• Wrote and performed QA testing

• Worked with customers to mine data for evaluation and analysis

• Developed and maintained web-based training

• Directed call centers and provided third-level support Training Coordinator

Compuware Corporation, contracted to Ford Motor Company 1998 – 2000

• Oversaw all technical and customer service training for five user support centers with over 200 combined employees

• Wrote PC and network support documentation, wizards, and web tutorials

• Monitored employee performance and conducted performance evaluations

• Ran metrics to verify training was up-to-date and being used by employees Call Center Supervisor

Compuware Corporation, contracted to Ford Motor Company 1997 – 1998

• Directly managed, coached, and evaluated over 50 employees

• Monitored call volumes, response times, and quality of response from analysts

• Developed and implemented new policy and management structure

• Created new applications and business rules, increasing overall customer service scores by 28%

Competencies

Project

Management

Skills:

• MS Project

• MS Visio

• MS Publisher

• MS Excel (pivot tables)

• MS SharePoint

• Siebel CRM

• Process Mapping

• Application Management

• Risk Mitigation

• Quality Assurance

• Project Dashboard Reporting

• Agile software development

Languages: • HTML

• XML

• SQL

• PHP

Databases: • SSRS • Oracle

Jennifer Baranski Curriculum Vitae 4 P a g e

Community Involvement

Planning Commissioner

City of Berkley

August 2011 – January 2016

• Personally appointed by the mayor as a result of our working relationship at SEMCOG

• Upheld the city's Charter and Code of Ordinances as one of nine commissioners

• Adjudicated on requests such as zoning changes, site plan reviews, and special use approvals at monthly public meetings

• Assisted in preparing a Master Plan for the city addressing land use and infrastructure Education

ICRM

Certified Records Manager 2017

Wayne State University

Master of Library and Information Science 2009

Graduate Certificate, Archival Administration 2009 Central Michigan University

Bachelor of Science, Economics 1994

Additional Information

Group and Association Memberships:

• Institute of Certified Records Managers (ICRM), Midwest Region

• Association of Records Managers and Administrators (ARMA), Detroit Chapter

• Michigan Archival Association (MAA), Detroit Chapter Honors and Awards:

• ICRM Jeff Baldwin Memorial Scholarship (2016)

• Wayne State University Graduate Professional Scholarship (2007)



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