Customer Service Management
Resume:
VANDANA KAREER
Hillsborough New Jersey
*************@*****.***
www.linkedin.com/in/vandanakareer
PROFESSIONAL SUMMARY
. Motivated, personable business professional with diversified skill set
and international experience. Talent for quickly mastering technology
- recently completed Salesforce implementation and customization.
Diplomatic and tactful with professionals and non-professionals at all
levels. Accustomed to handling sensitive, confidential records.
Specialized in installation, customization and training of turn-key
software products. Demonstrated ability of multi-tasking while
keeping projects on schedule and budget.
. Flexible, Resourceful and Versatile - able to maintain a sense of
humor under pressure. Poised and competent with demonstrated ability
to easily transcend cultural differences. Thrive in deadline-driven
environments. Excellent team-building skills.
TECHNICAL SKILLS
Project Management Computer Savvy Training Expertise
Process Improvement Business Analysis Software Customization
Salesforce Development Customer CRM
Salesforce Satisfaction Front-Office Operations
Administration Scheduling Professional
Interpersonal Skills Business Savvy Presentations
PROFESSIONAL EXPERIENCE
J.K Group Inc.
2013-Present
Implementation Consultant & Salesforce Developer/Administrator:
Salesforce Business Analysis, Development and Administration:
o Business Analysis
o Salesforce - Intacct (Financial) integration project
o Development and Administration of Company Salesforce Implementation
o Manage Organizations database of records for all organization users
o Regularly perform database de-duping and cleanup procedures
o Create and maintain standard reports and dashboards - Maintain user
roles, security, profiles, workflow rules, custom objects, custom
fields and other system configuration options
o Manage ongoing support requests and administrative needs of users
o Develop reports, dashboards, and processes to continuously monitor
data quality and integrity
o Training and Documentation
o Develop training plans, materials, and documentation for database
users, keep materials up-to-date, coordinate new user and ongoing
training sessions
o Monitor user adoption rates and respond as needed (additional training
sessions, communication, modifications, or other resources) to improve
o Assist users with report design and management
o Define, communicate, and manage a change management (release) process
to develop and implement new applications and updates to existing
applications
o Process Discovery and Management
o Work with various functions and end users to identify, document, and
communicate standard business processes as they related to the
database
o Work with management to identify new and creative opportunities to
leverage the database to support additional business processes or
functions
o Manage outsourced Salesforce.com implementation partners as required
o Manage ongoing relationship with Salesforce.com and the Salesforce.com
Foundation
The Implementation Consultant position is responsible for actively
facilitating the implementation of JK Group products, for both new and
existing clients, by assisting in the product configuration, development
and implementation process. This will include developing requirements
specifications that would enable a successful development and launch of
Client's program(s) and web site(s).
o Development and Administration of Company Saleforce Implementation
o Responsible for Client Product Training.
o Responsible for the product(s) implementation from the requirements
gathering through project launch phase and turn over to Client
Support. This will often include participation in a small-to-medium
sized SDLC, leveraging templates, standards and Best Practices.
o Provide product and implementation expertise relative to JK Group
products and programs.
o Facilitate the analyses and translation of client business and
functionality requirements into software requirements specifications
and deliver final specifications documents to development team(s) is
performed according to standards and in compliance with contractual
obligation.
o Execute the product requirements gathering process and assists the
Client with the development of collateral materials by coordinating
group sessions with all affected constituents, documenting findings,
incorporating feedback and recommendations, and delivering final
documents to the development team.
o Facilitate effective communication between constituents by maintaining
direct and routine dialogue aimed at resolving roadblocks. In
addition, working with both Clients and JK development teams to
implement products in accordance with contract obligation, project
schedules and timing constraints.
o Work with quality assurance testing teams to ensure that all current
and new functionality (e.g., for websites) represents an accurate
translation of the Client's specifications and requirements.
o Exhibit the appropriate skills to overcome roadblocks and promote the
appropriate collaboration and team work within the company and with
the client.
o Maintain up-to-date knowledge on industry technology, standards and
trends, best practices, and have a thorough knowledge of JK's product
line.
o Interface with numerous teams within JK Group to ensure that these
products are implemented at the highest possible level of quality.
Candidate will also be responsible for interfacing with a variety of
departments within JK Group, including IT, Operations, Sales &
Marketing, JK Accounting, Client Accounting, the Mailroom, HR, and
Payroll.
o Where appropriate, will demonstrate:
o Implementation credibility to a prospect or client
o Impact and influence to work around a problem
o Accountability
o Good judgment
o Promotion of JK Group Implementation Methodologies, Tools and
Templates
o An ability to be assertive
o Manage conflict
o Leadership
o Meeting facilitation
o Multitasking
o Teamwork
o Manage clients' expectations in accordance with contractual
obligation, Professional Services policies and procedures.
o Execute effective and comprehensive communication strategies.
o Regularly work with sales, Client Success teams, Client Technical
Services, QA, and product development to devise superior product
delivery.
o Execute sound strategies to give client excellent experience in
support of their reference ability.
o Perform other duties as assigned by Management.
GeoGenix LLC, NJ 2010-2012
2 Positions Held in Company:
Role 1: Salesforce Administrator
o Manage Organizations database of records for all organization users
o Regularly perform database de-duping and cleanup procedures
o Create and maintain standard reports and dashboards - Maintain user
roles, security, profiles, workflow rules, custom objects, custom
fields and other system configuration options
o Manage ongoing support requests and administrative needs of users
o Develop reports, dashboards, and processes to continuously monitor
data quality and integrity
o Training and Documentation
o Develop training plans, materials, and documentation for database
users, keep materials up-to-date, coordinate new user and ongoing
training sessions
o Monitor user adoption rates and respond as needed (additional training
sessions, communication, modifications, or other resources) to improve
o Assist users with report design and management
o Define, communicate, and manage a change management (release) process
to develop and implement new applications and updates to existing
applications
o Process Discovery and Management
o Work with various functions and end users to identify, document, and
communicate standard business processes as they related to the
database
o Work with management to identify new and creative opportunities to
leverage the database to support additional business processes or
functions
o Manage outsourced Salesforce.com implementation partners as required
o Manage ongoing relationship with Salesforce.com and the Salesforce.com
Foundation
o Other responsibilities as defined
AND Role 2: Residential Operations Manager
o Supervise all O&M services provided to customers
o Deliver projects on time and on budget by managing every phase of the
installations from permitting through commissioning
o Provide on-site construction management support during key
installation phases as required
o Maintain a constant line of communication with the customer during
project execution to manage all customer expectations and ensure 100%
satisfaction
o Communicate project schedule and cost status to management via in
person meetings as well as written reports, escalating key issues as
required
o Maintain a continuous improvement mindset: conduct post project
assessments and propose product and process improvements to reduce
cost and installation time and improve quality
Raritan Valley Community College, One Stop Center Workforce Learning Link,
NJ 2008-2009
Instructor/Curriculum Coordinator
o Classroom Instruction of
o Computer Skills
o ESL
o Interviewing Techniques
o Internet Job Searching Tools
o Student Project Assistance
o Course Curriculum Development
"YOGA 4 U" Yoga Studio and Services, Singapore 2003-2007
Sole Proprietor
o Acquired Certification and operated self-owned Yoga Studio
o Consultant Yoga Instructor to the Singapore American School
o Consultant Yoga Instructor to various organizations and private groups
in Singapore
"KidZone" Daycare Center 2001-2003
Sole Proprietor
Senior Technical Consultant/ Lecturer for various Business and Educational
Organizations in Singapore
1995-2001
o Classroom Instruction
o Student Project Assistance
o Trained Clients throughout South East Asia
o Handled scheduling and coordination of International Management
Training Events
o In-house trainer for Microsoft Office Applications
o Analyzed and wrote support documentation
o Seminars
o Project Management
o Support Documentation Development
o Trained the Trainers
o Needs Analysis
o Overseas Educational Liaison
Motorola Electronics Pte. Ltd., Singapore 1994-1995
Senior Technical Consultant/Trainer
o Paging System Project Management For South-East Asia Clients
o Conducted training for onsite Training Departments and End-Users
o Upgraded software/hardware International accounts
o Analyzed and wrote support documentation
o Analyzed and wrote support documentation
Verbex Voice System, Inc., NJ 1991-1994
Senior Implementation Specialist
o Voice Recognition Application Project Management
o Conducted training for onsite Training Departments and End-Users
o Trade show support and demonstrations
o Pre-sales and Post-sales technical support
o Upgraded software/hardware for domestic and International accounts
o Analyzed and wrote support documentation
o In-house trainer for Microsoft Applications, Lotus 123 and Excel
The Prudential, NJ 1989-1991
Human Resources Senior Training Specialist
o Equal Opportunity Programs Reviewer
o YTD statistical analysis of Affirmative Action/EEO data
o Supervised staff of 10
o Analyzed and wrote support documentation
o Project development and employee training of
o DataEase (Database Software),
. Lotus 1-2-3
. MultiMate
o Harvard Graphics
o PROFS (In-house Report Generator)
o CHRISP (In-house Employee Database)
o Equal Employment Opportunity (EEO)
o Customer Service
o Time Management
o Stress Management
CARE Computer System Inc., NJ 1988-1989
Customer Service Manager/Senior Implementation Specialist
o Managed and Trained CARE Training Department
o On-site Client training on an extensive range of Accounting Software
o Hardware/Software installation and support of DOS, XENIX, and Novell
Netware
o Monitored software upgrades
o Pre-Sales and Post-Sales technical support
o Trade show support and demonstrations
o Analyzed and wrote support documentation
Pete Dawkins for US Senate, NJ 1987-1988
Computer Supervisor
o Self-taught Hannibal II (financial software) Expert
o Controlled output of Senatorial financial reports
o Trained Senatorial staff on use of Compac computer system
o Analyzed and wrote support documentation
AT&T, NJ 1987-1987
Information Management Systems Programmer
o C Programming in UNIX environment
o Software testing
o Analyzed and wrote support documentation
EDUCATION
Rutgers University, New Brunswick, New Jersey, USA
Bachelor of Arts Degree in Computer Science/Communications
CDM Institute Woodbridge New Jersey
Certificate: Allied Health Medical Billing Specialist with Administrative
Courses in:
o Medisoft/Medical Manager
o ICD-9 and CPT-4 Coding
o Claims Management/TRICARE and CHAMPVA/Medicare and Medicaid
o Anatomy and Physiology/Medical Terminology/Methods of Charting
o EOB/OSHA/HIPPA/Worker's Compensation
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