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Customer Service Manager

San Antonio, Texas, United States
August 21, 2018

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Adriene Michele Gould

***** ********* *** ***

San Antonio, TX 78213


Personal Summary

I was one of those kids that always asked questions, always asked, “Why?” I never grew out of the habit; instead I turned it into a career. I am an inquisitive, persistent, and patient analyst. I want to help people. I study processes to identify improvements that will help people perform their duties with more efficiency and satisfaction.


Requirements gathering


Data analysis

Software testing


Process improvement

Licensing & Contracts

Project management

Time management

Problem resolution


Decision making


Detail oriented

Relationship building

Application specialist

Microsoft Excel

Microsoft PowerPoint

Written & verbal communication


Created test plans and test cycles for ERP updates. Organized scheduling and coordinated all resources involved for a yearly upgrade, reaching 98% completion rate of test scripts before going live with new versions.

Coordinate 5 large projects at a time, chosen by a change advisory board based upon resources and priority, while continuously maintaining small projects and help desk tickets to support all areas of administration.

Integrated ERP with multiple ancillary systems by SFTP export/import data transfer.

Automated a compensation report, adding pay grade tables to compare internal compensation to industry standards.

Conducted cost benefit analysis comparing a training management system and a learning management system, determining the company’s needs vs wants and saving $10k annually on licensing.

Conducted license audit on legacy contracts to identify a 34% savings, $50k annually. Closed legacy contracts to migrate to Oracle Cloud Connect with reduced named licenses.

Present change in an approachable and attainable manner to stake holders and executives. Set and reach attainable goals to improve key performance indicators and return on investment.

Manage committed costs with multiple vendors to keep projects on time and within budget.


BAS Business Administration, Management Information Systems

Associate Degree, Business Administration

Wayland Baptist University, 2013

San Antonio College, 2009


Business Analyst, CCC Group, San Antonio, TX

06/2014 – Present

Liaison between end users and IT, troubleshooting, documenting issues, and providing software training

Formulate scope, define objectives, gather requirements, prioritize requests, and manage testing

Differentiate between needs and wants to offer guidance on process improvement and problem resolution

Integrated team member in all administrative departments for process improvement and IT customer service

Accounting Assistant, CCC Group, San Antonio, TX

07/2012 – 06/2014

Process subcontract certificates and accounts payable invoices

Manager, Polly’s Pet Shop, Universal City, TX

08/03 – 11/11

Provide quality customer service to every guest, every time

Establish procedures, supervise daily activities, develop merchandising standards, and manage vendor relations

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