Customer Service Project Manager
Resume:
virginia puccio
experience
Marketing Consultant Project Lead
AL Interiors Design Studio, Los Gatos, CA
June 2013-present
. Develop marketing strategy for interior design firm managing project
team of three to improve sell-through in the channels
. Marketing analysis of the Five Cs ( creating and delivering value by
determining the Marketing Mix (4 Ps) ( sustaining value through CRM
. Benefit segmentation and aligning product features using HOQ and
choice models (Kano Model and conjoint data analysis of end-user
preferences)
. Competitive analysis using market research and Porter Five Forces
analysis
. Segment the market, select the target market, design channel structure
using service output demand analysis
. Create entirely new strategy, marketing framework and marketing &
communication materials
. Notable achievements: improved performance of contractor referral
channel by 35% and client referral channel by 10%
Marketing Consultant Project Lead
Omnicell, Inc., Mountain View, CA
February 2013-April 2013
. Foreign business expansion project taking products into Japanese
market
. Project Manager of team of three providing resources and tools to team
for driving and completing project milestones
. Develop research, operations, sales and marketing strategy and oversee
timely execution of the plan through all phases of the project and
strategically directing agency resources
. Prepare collective data for written report and visual presentation and
main writer and presenter for the team
Google Play Operations Team Lead
Google, Mountain View, CA
July 2012 - February 2013
. Managed a team of 75+ contact center agents in the Google Play
Operations Division which provides customer service for telephone and
email communication, working independently and collaborating with
cross-functional teams
. Worked with supervisory staff, project managers and engineers, to
create and improve internal tools, processes and protocols and
delivered on-demand learning and enablement so Google Play agents
could systematically work through technical problems and aid customers
in understanding the features and benefits of products
. Developed weekly, monthly and quarterly learning & development
programs and materials in order to foster staff development and ensure
staff was successful and productive in a fast-changing, fast-paced
workplace
. Notable achievement: improved quality scores of my team members by an
average of 8%
Director of Operations
Addison-Penzak Jewish Community Center (APJCC), Los Gatos, CA
May 2010 - December 2011
. Executive management team and General Manager of the Fitness &
Wellness Center, responsible for operations: $4 million annual
revenue, $1.6 million EBITDA, and all expenses for 10 depts
. Directly supervised dept managers; indirectly managed 150+ employees
including the membership sales team
. Created learning & development curriculum and trained staff on
techniques for sales, customer service, and corporate culture training
. Worked closely with marketing team to create monthly and quarterly
marketing campaigns and collateral
. Notable achievements include finishing fiscal year 2010-2011 ahead of
budget in the following categories: Ancillary Revenue 6%; Payroll
Related Expenses 6%; EBITDA 3%.
Manager of Operations
Club One, Inc. at Addison-Penzak Jewish Community Center, Los Gatos, CA
July 2005 - May 2010
. Grew ancillary revenue by creating and implementing new programming
using a consumer-based model and developing free programming adding
value to the membership, thereby increasing recruitment and retention
. Created learning & development curriculum for various staff
development programs and trained staff on techniques for sales,
customer service, and corporate culture programs on a national level
. Writer for monthly eNewsletter and administrator for monthly
departmental meetings on a national level
. Notable achievements: increasing personal training appointments by
43%, increasing massage revenue by more than 140% both in the first
year of management, and assisting with growing membership more than
48% in two years
educational accomplishments
Master of Business Administration (MBA) Bachelor of
Arts in Spanish Linguistics
Santa Clara University University of
California, Davis
********.******@*****.***
Sunnyvale, CA
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