Customer Service Project Manager
Resume:
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RobErt A. Jacoby
OBJECTIVE To bring together Communication, Analysis, Technical, Management,
Human Relations, Organizational, and Leadership skills in an
innovative data driven position with high responsibility in fast
moving environment. To find a way to deliver critical information
without excuse.
TECHNICAL Web Technology: working knowledge of ASP, JSP, PHP, Web Services,
SUMMARY Widgets, VB Script, JavaScript, XML, HTML, IIS
Database: Proficient with SQL Server, Oracle, MySql, TOAD, Access,
Excel, all ODBC, ETL - DTS, SSIS, SSDT, SQL, PL-SQL, T-SQL, Stored
Procedures, Triggers, Views, Aggregates, Custom Functions
Software/Languages: Crystal Reports, Siebel, Sales Force, Visual
Basic, VBA (add-ins), Business Objects XI, Excel, Access, MS Project,
PowerPoint, Visio, Adobe Acrobat,.NET applications and framework, Call
Center, various Business Intelligence (BI) and Reporting Systems
(more)
Development Philosophy: I believe in Rapid Development and AGILE
processes where the goal is fast delivery and satisfied customers. I
do not believe that loose or missing requirements from users are to
blame and should never be an excuse for delays or non delivery.
Professional Designed, developed, built and maintain multi-terabyte Sql Server
Summary clustered infrastructure delivering more than 500,000 reports annually
to highly satisfied users worldwide. Perform all Requirements
Gathering, ETL with DTS, SSIS, SSDS. Develop and maintain many
hundreds of reports and dashboards using Crystal Reports and other
technologies
Developed data structures to support a fraud detection and mitigation
program that allows users to detect fraud by comparing billions of
clicks to mathematical models. This program cuts months off the
detection time preventing refunds and improving customer experiences.
Proven Leadership Skills, Excellent oral and written communication
skills, Ability to work with many different people, partners, and
departments, ability to analyze complex problems and create the
simplest and most innovative and efficient solutions either alone or
as member or leader of a team, a unique blend of Business, Operational
and Technical skills and experience.
On two man team Built DRRT tool in PHP (AJAX) and Sql Server to answer
business questions and allow scaling of processes nearly 100x with no
increase in headcount resulting in multi-million dollar savings.
Examined customer service business processes and modified procedures
to endure fast and accurate case assignment. Built drag and drop
customer service case assignment tool that allowed the re-allocation
of three managers and improved visibility and customer service SLA by
80%.
Analyzed the Alchemy business process and designed/built new
supporting tools that removed 5 external systems and 19 steps of the
21 step process. Tool utilized in seven countries.
Created innovative data structures and reporting solutions for
real-time operational analysis including configurable desktop widgets
which provided visual and sound alerts to users, user maintainable
report configuration for enhanced data accuracy and integrity, and web
service data delivery of identified metrics for instant user response.
Devised/Implemented various data management, warehouse, mining and
reporting solutions utilizing numerous data sources including Oracle,
SQL Server, Excel, Outlook, File System, Crystal Reports, IIS Web
Services, ASP Code, DTS and SSIS Data Transformations etc. for Yahoo!
Search and Display Advertising and Operational reporting. Solved
difficult data management problems that had remained unsolved for
several years.
Implemented Siebel Automotive and eAutomotive. Conducted JAD sessions
and all requirements gathering activities throughout all departments.
Produced Functional Specifications and use cases and reviewed
Technical Specifications.
Expert in Database Development, Data Mining and Metrics and Reporting
systems including Crystal Reports and Web Delivery of data, Access,
Oracle, SQL Server, Excel and others. Implemented a number of Crystal
Reports reporting Environments. Gathered requirements and engineered,
or reverse engineered, and developed reports and systems. Have
developed hundreds of complex reports.
Developed entire CRM system in Microsoft Office as an interim solution
while enterprise software was in development. Through Office
Integration objects used Excel, Access, Word, Outlook, IIS, NT Server
to develop systems responsible for several hundred million dollars in
sales.
On Contract, Implemented Web based Reporting system for Multinational
Corporation through Crystal Reports, SQL Server, Great Plains HR and
Accounting systems and other sources
When a Headquarters office and two main national computing centers
were not able to produce information critical to contract
negotiations. I constructed an application that utilized only
installed software to automatically extract and correlate the required
data. This project was completed in three days and successfully ran
at more than 20,000 locations.
Expert in Operations Analysis. Managed Compliance, Productivity,
Audit, and inspection Activities, and computer operations and training
for 130 offices in a large district for the US Postal Service. Wrote
Standard Operating Procedures responsible for #1 National on-time
delivery scores for six consecutive quarters. Procedures were adopted
at 20,000 + locations.
Experience Yahoo!
5/2005 to Sr. Systems Analyst
Present
Led web based tools development projects streamlining processes,
reducing manual entry and improving data integrity.
Designed and implemented multi-terabyte Sql Server datastore including
hundreds of extract/transform/load (ETL) processes daily, Cascading
Aggregations with aggregated standard deviations, Stored Procedures,
views and Business logic which improved data accuracy and timeliness
and reduced report run times from many hours to 1-2 seconds.
Created desktop, web based, and excel add-in tools used worldwide to
increase productivity, automate processes, and standardize input and
output.
Analyzed business processes and designed Standard Operating Procedures
to increase productivity, improve performance and streamline complex
processes.
Responsible for new data management and reporting initiatives for
Global Customer & Content Solutions division of Yahoo! Search
Marketing.
Discovered and fixed numerous data integrity issues. Automated
processes that previously took daily maintenance and processing by
three analysts freeing them up for more productive activities. Handle
very large volumes of data with many millions of records per day
Implemented web based reporting system utilizing Crystal Reports and
Crystal Enterprise components and objects consolidating many reports
and moving from an email based Push system to a web based Pull system
with increased flexibility and functionality.
Responsible for continuity of reporting while two major software
systems are replaced with Siebel and a proprietary product.
6/2001 to CarsDirect.com AKA internetbrands.com
5/2005 Director, Business Process Design and Implementation
Responsible for Business analysis and process design for existing and
new business initiatives and units.
Responsible for company wide reporting and analysis for internal and
external customers. Included are reports for Operations, Marketing,
Accounting, Strategy, Sales, Legal, Customer Service, Technology,
Pricing, and Partners. Reports are from well over a terabyte of data.
Employer added new line of business for Mortgage Lending. Researched
the mortgage business, evaluated products, selected vendors, developed
processes, designed systems and implemented the program in less than
six weeks. The unit was profitable in less than three months.
Successfully implemented Siebel Systems eCRM package for customer
service, sales, and operations, increasing capacity, reducing
processing time and strengthening integration and compliance with our
internal and external partners and legal requirements. Reduced audit
processes from four to one. Project went from provider decision to
full production with 180 users in four months. Due to the success of
our system this implementation was highlighted at a Siebel User Week
and our CTO has been asked to repeat our presentation at the European
User Week and present our story as the Keynote address for next years
conference.
Responsible for Legal Compliance for Automobile sales and lending
regulations in 46 states
4/2000 to CarsDirect.com
6/2001 Senior Project Manager, Operations and Strategy
Responsible for planning and development of projects and initiatives.
Leader of Hit Team responsible to deploy extremely rapid development
temporary applications required for business continuity during triple
digit growth period.
Placed in charge of a failing CRM implementation that was nearly six
months behind schedule. Determined current state and functional
specifications required for phase I. Developed action plan for
completion of system, quality assurance testing, employee training,
and production rollout. Project was in full production within 60 days
and the implementation was said to be the smoothest they had ever seen
by a number of high level executives. The efficiency of this system
allowed for a 25% reduction in Full-Time Employee requirements.
Solved operational reporting issues by creating a series of automated
reports in a variety of systems including Crystal Reports, Excel,
Access, ASP, and various data sources. Departments affected include
Marketing, Internal and External Sales, Legal, Accounting, Strategy,
Pricing, Operations, Customer Service, and Vendor Relations. All
reports are maintenance free and self adjusting to changing data
inputs
11/1999 to CarsDirect.com
4/2000 Contractor / Project Manager
Designed and built an MS Office Order Entry System with 175 users
handling thousands of very complex transactions per month with
revenues of Millions of dollars DAILY.
Using MS Office automation and VB code built a system to scrape
information from 30,000 + individual spreadsheets in varying formats
and place into a database for data consolidation, mining, and
reporting purposes. This ran nightly while enterprise systems were
being built. Parts of this system still run today nearly five years
later.
Pre 4/2000 US Postal Service
During the time at the Postal Service received numerous awards and
commendations. Served in assignments for District, Area, and National
Headquarters to solve problems and improve processes.
Senior Delivery and Retail Analyst (operations)
Responsible for 130 offices: analysis of all data, identification of
trends and recommendations for action, creation of reporting systems
and preparation of reports for executive review, implementation of new
programs and related training activities, writing and disseminating
Standard Operating Procedures, compliance with policies and
regulations, auditing of subordinate offices.
Responsible for training activities for several hundred supervisors
and managers.
EDUCATION California State University, Northridge. Computer Science
Mechanical Engineering
ROBERT A. JACOBY
30462 TERRACINA PL
CASTAIC, CA 91384
661-***-**** PHONE
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