Customer Service Manager
Resume:
Salina Charania
Sugar Land, TX 77479
Ph: 832-***-****
**************@*****.***
HIGHLIGHTS OF QUALIFICATIONS
Gained over 5 years of professional experience in various functions, including but not limited to, Business Analysis, Project Management, Recruiting, Training, and Customer Service. Consistently recognized as a natural multi tasker who is very well organized, critical thinker, pays attention to detail, and thrives in fast paced and creative environments. PROFESSIONAL EXPERIENCE
Service Corporation International Houston, Texas February 2015 Present Business Analyst/Project Manager
Develop project plan, timeline, project scope and progress reports to present to the stake holders as well as the steering committee
Understand and collect business and user needs, create detailed business requirements and translate them to the development team to develop a custom application used by over 8000 employees
Work with senior consultants to accomplish objectives of the application
Test and Identify bugs and issues with the application, document and track using TFS and work with the development team to ensure fixes of the bugs are implemented in production in a timely manner; identify short term solutions for current technology and bugs
Coordinate and maintain continuous communication with different stake holders, including, training, technical, marketing, pricing and supply chain to drive and implement projects
Work with Supply Chain to navigate vendor, contracts and negotiations on hardware and cabling installs
Manage implementation of the application, including, hardware, software, training and change management
Manage projects to transition from collateral to a consumer facing digital application within budget and in a timely manner
Manage implementation of hardware, which includes large screen TV monitors, mini PCs and Microsoft tablets to over 3000 locations across U.S and Canada so users could use customer facing digital application
Develop training presentations, such as PowerPoints and recorded webinars, as well as all deliverables needed
Conduct webinars and on site trainings
Work with change readiness resource to work with users to ensure change is being accepted; conduct multiple webinars to ensure readiness
Create and test user stories, ATPs and system enhancements to validate new system enhancements and changes to be pushed to production
Evaluate user requirements as well as new enhancements; identify solutions and test these enhancements to be implemented to production
Manage and lead multiple projects concurrently by creating accurate timelines to ensure completion of tasks and within budget
Create job aids and power point presentations to effectively document procedures and a step by step guide
Conduct focus groups and/or create surveys to get feedback
Manage the email support inbox for queries
Establish and maintain ongoing relationships with partners and stakeholders to facilitate execution of assigned deliverables
Work with the business intelligence team to create new reports to analyze usage, sales and other key components
Effectively analyze large amount of business data to determine the success of the projects
Monitor and query reports using sql database, that include cost and incremental sales Project/Products Coordinator Houston, Texas October 2013 February 2015
Coordinated a major acquisition with another company
Managed implementation of merchandise and ERP system applications to new employees acquired during acquisition, including training of the ERP application used as well as merchandise knowledge
Coordinated training and logistics
Created, implemented, and evaluated multiple test pilots and new product roll outs
Researched and developed new products that bring in at least 100% profit margin for the company
Developed and maintained detailed project timelines for multiple projects simultaneously
Coordinated with vendors, and other departments, including, Pricing, Legal, Supply Chain Management and Marketing to execute the roll out of new products
Managed vendors to ensure high quality product as well as staying within budget and managing cost
Developed collateral and training materials, including PowerPoints and job aids for new products
Assisted with analysis of data to determine program success
Tracked, evaluated, and reported progress relative to time, budget, and project goals Devry University Sugar Land, Texas October 2012 September 2013 Admissions Recruiter
Developed and maintain a detailed project schedule which includes administrative tasks and all sites involved in the project
Ethical recruitment and screening of potential students in compliance with the university, state, federal, and accrediting policies/standards
Assisted project personnel by providing required reports and various statistical data in a timely manner
Prepared reports and information as requested
Assisted career services department conduct mock interviews with graduating students
Ensured completion of enrollment process in compliance with the university, state, and federal Farmers Insurance Houston, Texas Aug 2009 Jan 2013 Operations Manager
Assisted with policy maintenance of 4,000 clients
Developed and implemented recruiting initiative
Provided customer service for policy holders and prospective policy holders
Managed policy renewals and cancellations, payment verification and binding of new policies
Provided training to new hires in accordance with company policies and procedures
Assisted mortgage companies and lien holders with insurance information
Served as an HR coordinator for highly compensated contingent workers on third party payroll
Conducted monthly financial reports
Established and maintained all reports in Excel
Royal Palm Homes Sugar Land, Texas Aug 2007 – Aug 2009 Project Manager
Facilitated cost project reports and maintained schedules for each venture, ensuring compliance with bank’s regulations
Managed confidential client information and legal documentation, ensuring compliance with the company’s regulations
Corresponded with clients and bank representatives on a daily basis to discuss their welfare and financial standing
Negotiated salary and benefits for new hired vendors before contracts were signed
Tracked project changes, and produced updated site based schedule as agreed with engineering
Performed filing, data management, drafting and editing of office memos First Colony Veterinary Clinic Sugar Land, Texas Jan 2003 Aug 2007 Lead Receptionist
Administered accounts payable and receivable using Avimark
Managed confidential client information and legal documentations, ensuring compliance with clinic’s regulations
Identified customers’ needs and took extraordinary steps to offer solutions to meet those needs
Monitored the cash register and recorded daily transaction amounts to balance cash drawer
Promptly delivered products and services with accuracy and courtesy
Provided service knowledge and advised on the use of products in addition to suggesting additional items as appropriate EDUCATION
University of Houston December 2015
Master’s in Business Administration Project Management Cumulative GPA: 3.50
University of Houston December 2010
Bachelors of Science in Health Education
Minor in Business Administration
Cumulative GPA: 3.67
Financed 50% of education expenses through employment SKILLS
Proficient in Microsoft Word/Works, SQL, Excel, Outlook, Access, PowerPoint, Windows XP, and 10 key by touch
Fluent in Urdu and Hindi
Strong verbal and written communication skills
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