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Customer Service Manager

Red Bank, New Jersey, United States
April 23, 2019

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Philip C. Truglia

** ** ****’s Place, Red Bank, NJ 07701

Cell Phone: 845-***-**** E-Mail: QUALIFICATIONS

Hardworking, innovative, analytical and intuitive.

Possesses the experience, expertise and problem solving ability to complete a wide multitude of tasks with a unique ability to “think outside of the box”.

Able to quickly adapt and thrive in any situation.

Extremely comfortable in high paced high pressure environments.

Exceptional written and verbal communication skills.

Effective leadership skills with the capability to fulfill responsibilities with minimal supervision.

Extremely confident and professional demeanor.

Expert knowledge of Raiser’s Edge Database Suite, Luminate Online Web and Constituent Management Suite, Microsoft Word, Microsoft PowerPoint and Microsoft Excel (pivot tables, macros, lookups formulas, VBA etc.)

Working knowledge of Microsoft Access and QuickBooks as well as various other accounting and database experience. EMPLOYMENT

Senior Business Systems Analyst Years Employed 12/12-4/19 Juvenile Diabetes Research Foundation, NYC, New York, NY

Most recent projects as lead analyst: Discovery phase of a non-managed package Salesforce implementation in conjunction with complete digital transformation that requires the unification of user experience, look and feel and over all digital experience across a multitude of systems and processes.

Lead Analyst on various organizational priority projects; System of Record Identification and Implementation, Unique Identifier Identification, Master Record Identification, Phase two of Deduplication Implementation (Phase 1 Contact/Phase 2 Account)

Manage and oversee all priority II and higher production support issues in the Luminate Online Event Management System which encompasses over 600 events per fiscal year and is responsible for raising over 100 million annually. This includes the investigation and analysis of system bugs, setup and configuration, faulty business process, priority of issue resolution and cost-to-benefit analysis.

Considered subject matter expert for our event management software, extremely complex deduplication logic and data integration process between multiple systems to a centralized salesforce platform.

Frequently manage or provides consultation to an array of on-going and complex projects that often require multidepartment and/or vendor collaboration, technical discovery, cost-to-benefit analysis and business process creation.

Manages the relationship with several vendors which include consideration for retainers and priority, coordination of bug fixes and new feature implementation.

Responsible for complex data analysis using for a multitude of applications and data sets which often accommodate complex data requirements. Reports provided can include complex analytical requirements and as well as an interactive interface to allow for adoption across numerous resources.

Oversees, manages and mentors Level 1support staff with the goal of expanding knowledge and self-reliance. IT MANAGER Years Employed 06/10-12/12

Komen Greater NYC, New York, NY

Managed and oversaw all IT related operations including web page design, web site hierarchy, computer maintenance, technical consulting and all database related management including structure and reporting within our online database suite, Convio and our offline database suite, Raisers Edge.

Devised efficient procedures to correlate constituent record and transaction records between online and offline database systems.

Responsible for creating departmental budget.

Liaison to top national sponsors to handle any and all technical setup or recurring system needs to fulfill sponsorship agreements.

Multi-task between daily workload, new project implementation and an extremely large volume of customer service request from sponsors and individual constituents on a daily basis.

Conducted contract negotiations with all vendors and suppliers relevant to the IT department’s needs, e.g., computer equipment, software, licensing, etc...

Managed relationships with vendors, contractors, national sponsors and individual constituents.

Assisted in coordination and execution of several large formal and informal annual events. OPERATIONS SUPERVISOR Years Employed 8/04-7/06

America Microloan LLC, Fort Lee, NJ

Management auditing by creating internal governing processes and procedures.

Formulated and created procedures within Microsoft Excel to merge, store and

Integrate daily loan payments into our banking and accounting systems.

Maintained corporate financial accounts within QuickBooks.

Information Technology and Operational systems development.

Devised and oversaw many marketing and software development projects.

Initiated collection and processing of hundreds of daily loan payments via ACH request.

Wire transferred loan proceedings.

Initiated and maintain business relationships.

Loan underwriting - Due Diligence from application to funding, Lexis-Nexis, UCC Search etc...

Generated reports.

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