Customer Service Management

Perquita P. Burgess

***** ********* • Detroit, MI 48223

917-***-**** • ********.*******@*****.***

SKILLS

Critical Thinking Solutions Oriented

Analytics & Research Computer & Technical Literacy

Active Listening Written and Verbal Communications

Management of Multiple Tasks Flexibility

Interpersonal Abilities Focus on Enterprise

PROFESSIONAL EXPERIENCE

BLUE CROSS BLUE SHIELD of Michigan, Detroit MI

Business Analyst, Information Security (September 2012 – May 2013)

Analyzed complex information for the information security branch of a large healthcare organization.

Interacted with internal and external clients, including healthcare subscribers, participating institutional

staff, IT professionals, and corporate executives. Responsible for eliciting communication and business

needs of stakeholders. Teamed closely with business partners to ease communication between

organizational units. Played a central role in aligning the needs of business units with the capabilities

delivered by the information technology department. Served as a technical translator for multiple business

groups within IT.

• Composed and prepared a wide range of business projects, internal and external communications

and presentations for the Information Security department, for distribution to technical and non-

technical audiences.

• Developed the communication needs, serviced business requirements, specification documents,

process flows and templates for a variety of projects within Information Security, specifically,

Governance, Operations, Services and Architecture and Engineering.

• Analyzed, processed, maintained and distributed significant amounts of technical data with high

levels of accuracy and consistency according to corporate business standards.

• Composed, edited, maintained and published Information Security document database on the

internal corporate SharePoint site.

• Worked closely with project managers, subject matter experts and business users to formalize

business ideas and define requirements for new technology and software.

• Teamed with members of department in order to continuously improve processes regarding the

protection and integrity of data in the environment.

• Interacted with business users and division supervisors to gather complex information and collate

into fluent intelligible documentation.

• Utilized extensive communications qualifications in all facets of business management

methodology from conception through implementation of projects.

• Completed projects and presentations exceeding and within expected timeframes.

• Critically evaluated information gathered from multiple sources, reconciled conflicts and drafted

details into accessible language while serving as a SharePoint site administrator.

• Implemented the approved suggestions and modified current work process flows.

• Utilized fluent communication and investigation skills for problem-solving and decision-making.

TIAA-CREF, New York, NY

Business Coordinator, Marketing and Strategic Planning (December 2008 – January 2011)

Professional multi-skilled business coordinator for the Strategic Planning Group within the

Marketing Department of a Fortune 100 financial services organization. Responsibilities

included: interaction with external media and internal client groups, direct correspondence

between the CEO and institutional and individual participants, servicing of the Executive Vice

President. Focusing also included strategic coordination for Public affairs, composition and

maintenance of Board and Executive Communications departmental budgeting, space planning,

meeting preparation, travel arranging, expense itemization and reporting, presentation

development, proofreading, contract acquisition, bill tracking and various coordinating duties.

• Created and managed a process excellence devised workflow program specifically designed to

track and achieve the goals and vision of the Executive Vice President for Marketing and Public

Affairs.

• Procured licensing rights for a Grammy Award winning song by Lady Antebellum used solely

in the award winning TIAA-CREF television national campaign for 2010, subsequently

increasing brand awareness.

• Teamed closely with internal and external teams in the conception, scriptwriting, shooting,

editing and distribution for a number of national and media oriented ad campaigns.

• Utilized advanced statistical analysis, marketing metrics and research to compile consumer and

participant response to commercial ads and marketing campaigns.

• Developed and fostered the marketing support of various TIAA-CREF financial products and

services.

• Partnered with the web development team to obtain licensing rights from Apple© for the

Iphone© and Ipad© Applications, per the direct request of the TIAA-CREF CEO.

• Developed research analysis and integrated findings into future ad and print campaigns.

• Developed and designed surveys for participants and focus groups to provide feedback on their

customer service and overall experience with the corporation, website and plans.

• Acted as a subject matter expert liason with the Web development team in order to increase

TIAA-CREFÊs brand awareness, social media presence and designe for Facebook™, Twitter™

(TC_Talks), LinkedIn™, and multiple social media outlets.

• Maintained accurate up-to-date records for the CEO, Executive Management Team, Board of

Directors and Trustees correspondence letters via response or distribution to the intended

parties and Customer Resolution Managers.

• Compiled, replied and dispensed correspondence and acknowledgement letters on behalf of

TIAA-CREF for institutions and participants with concerns and/or inquiries regarding their

retirement plans, IRAs, mutual funds, life insurance, and 529 college savings plans.

• Digitally uploaded correspondence letters to the Siebel® database system and electronically

filed copies within the departmental shared folders according to SEC/federal regulations and

TIAA-CREF company policies.

• Edited and transferred archived photos, videos and correspondence to an internal electronic

database in order to retain the vast corporate library of historical records on internal servers.

• Developed and designed a variety of presentations for internal and external conferences used

by the CEO, Executive Management Team and other business areas of the institution.

• Procured corporate space, calendared and scheduled appointments with thousands of

attendees at various company locations for CEO and EMT town halls, webinars, training and

videoconferences, as appropriate.

• Teamed with the institutional archivist in maintaining the vast historical archives and product

branding via transference of all physical memorabilia to a digital medium.

• Established, monitored and tracked departmental budgets, processes, purchases, travel

expenses, etc. for the Marketing and Strategic Planning department.

Altria Corporate Services, Inc., New York, NY

(Altria is the parent company of Philip Morris International, Philip Morris USA and formerly Kraft Foods)

Coordinator, External Communications (June 2004 – March 2008)

Provided efficient and skilled administrative support to the External Communications

Department. Responsibilities included, but were not limited to, interacting with the media and

internal client groups, meeting coordination, travel arrangements, expense itemization and

reporting, presentation development, memorandums, editing, contract development, bill tracking

and general administrative duties.

• Maintained and enhanced the reputation of Altria and its operating companies with various

audiences such as the media, consumers, shareholders, government officials and staff, trade

associations and public interest groups.

• Provided essential support and research for the Department of Justice v. Philip Morris lawsuit,

acknowledged by experts as one of the largest civil lawsuits in the history of the United States.

• Aided in the execution of extensive and sensitive litigation communications materials.

• Responded to shareholder and general public inquiries that were submitted via the Contact Us section of

Altria.com on a daily basis to ensure all questions were answered promptly and accurately.

• Assisted External Communications manager and consultants with the Altria Executive Outreach/Speakers

Bureau Program, including event organization and development of background materials for senior

executives.

• Communicated professionally and effectively with media and internal client groups about confidential and

sensitive business-related issues.

• Analyzed and facilitated incoming phone calls to the Media Affairs line from reporters, shareholders and

the general public.

• Conducted daily researching of various media outlets to obtain news coverage pertaining to Altria and its

businesses.

• Distributed daily research results to assorted audiences within the parent and operating companies.

• Developed, evaluated and supervised consultant contracts totaling $7M in coordination with the Altria

legal department, supervising the contract execution process with external contractors.

• Aided in the creation and coordination of a vast digital library for use by Altria and the operating

companies.

• Managed key departmental documents in compliance with the Records Management department.

• Assisted in the supervision of the External Communication DepartmentÊs academic interns.

• Provided efficient and skilled temporary administrative support to Altria Corporate Services, Times Square

Capital Management and Pharmaceutical Media from July 2003 through October 2005.

EDUCATION

Howard University, Washington, DC (August 1988-May 1992)

Philosophy/Political Science

SKILLS

Social Media Expert, Conversational French, Microsoft: Office XP, Word, Excel, PowerPoint, Outlook, SharePoint, Project Internet

Explorer, Mozilla Firefox, Safari, Access, WordPerfect 6.0, SAP, FOXPRO, Visio, Netscape,

LOTUS Notes, Adobe Professional, Adobe Photoshop, HTML.

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