Customer Service Project Manager

La Vonna Stewart

Summary:

• Versatile, multi-disciplined Business Analyst possessing in-depth knowledge of effective client outreach and

retention methodologies.

• Proven ability to engage clients, and to meet or exceed customer expectations while maintaining quality standards

and meeting deadlines.

• Capable of envisioning solutions to challenging customer service problems, integrating technology,

remediation skills and exceptional oversight modalities into pragmatic, valuable solutions.

• Effective team contributor, with an equally strong ability to focus on, and achieve results independently.

• Dedicated, with the perseverance to forge sustainable relationships through professional competencies.

Core Qualifications:

• Exemplary Communication Skills

• Customer Service and Retention

• Information Management

• Department of Justice and Department of Defense Security Clearances

• Records Management

• Claims Management

• Maximo 7.5 (eCommerce, Purchase Order, Receiving and Invoice applications)

• Ariba SAP

• Type 55 WPM / 10-key by Touch

• Project Planning and Management

• MS OS/MS Word/Excel/Visio/Outlook

• Multi-line Phone Systems

• Generation and Interpretation of Statistical Reports

• Quality Assurance

Education:

High School Diploma 05/2000

Sam Houston High School, San Antonio, TX

Professional Experience:

Passport 2 Destiny Management and Consulting, San Antonio, TX 12/2008 - current

Business Analyst Consultant

• Manages team of virtual assistants and provides training as needed

Provides services to small businesses by defining the nature of the problem and its extent

•

Analyze data such as revenue, expenditures, and employment

•

Interview and observe managers and employees

•

Based on the information gathered develops solutions to the problem noted by client

•

Develops recommendations taken into account factors such as the organization's culture, its relationship to other

•

organizations in the industry, and its nature

Report findings and recommendations to the client

•

Collabera Inc., Dallas, TX 03/2012 – 10/2012

Supply Chain Business Analyst (6 month contract)

Assigned to Supplier Enablement project with responsibilities that included…

• Performing supplier Enablement specific activities by working with Business Analyst, Ariba Network Growth

consultant, Maximo team lead and Project Manager

• Assisting Supply Chain Business Analyst to add vendors to eCommerce and test Purchase order application.

• Application testing activities for eCommerce integration of Maximo and Ariba

• Assisting with document troubleshooting (Purchase Order and Invoice)

• Processing reports in Ariba and Maximo applications

• Working with project managers to include their current business processes and procedures to be included in

the Policy and Procedure manual.

• Assisting with training suppliers, buyers, and Accounts Payable team

• Communications within internal departments

• Communicating with suppliers

• Providing status updates, reporting and program issues (suppliers and internal)

Infigen Management Services, Dallas, TX 2010 – 2012

Maximo Receiving Data Specialist

• Liaison between Maximo support team, Site Project Managers, Purchasing Department, and Accounts Payable in

regards to receiving and purchasing issues. Facilitated these actions by…

• Assisting with the Maximo 7.5 database Re-implementation project by providing feedback and assisting with

How-To Tutorials and business processes for the Maximo Receiving, Invoicing, and Purchasing Applications.

• Providing training and support for the Maximo Receiving Application to Project Managers and receiving personnel

• Providing training and support to Accounts Payable for Maximo Invoice Application

• Assisting Maximo Supervisor as necessary

• Obtaining and sort receiving documents from Site Project Managers in preparation for data entry into the

Maximo database for items issued for corporate site

• Review, research and investigate receiving documents against approved

• Purchase Orders and resolve discrepancies accordingly with the appropriate internal contacts /

department(s)

• Performing quality control to ensure that all receiving documents were uploaded to the corresponding Purchase Order

in the Maximo database

• Input receiving information into the Maximo database as needed

• Maintain and adhere to an organized follow-up system and receiving status for each wind farm project

• Run bi-weekly SQL server report to ensure all receiving transactions are completed in a timely manner and in

compliance with company policies/procedures as well as inform purchasing agents of purchase orders that require

follow up to complete orders

• Produce accurate, complete, and thorough data entry work results to meet accounting month end deadlines

Cigna Healthcare, Dallas, TX 2008

Short-term Disability Claims Manager

• Tasked with role as liaison between physicians, claimants and employers in the pursuit of resolution to Worker’s

Compensation claims. Facilitated return-to-work actions by…

• Providing exemplary, professional and timely customer service to all vested parties

• Managing claims from initial application status through review and evaluation of medical documentation

• Ensuring prompt payment of all valid claims

• Reviewing progress on open cases and recommending action plans

Goodwill Industries – RAFB, San Antonio, TX 2006 – 2008

Centralization Associate

• Utilized ARMS program to process military personnel records to be archived at the National Personnel Records

Center. Ensured timely and accurate completion of projects by…

• Retrieving, reviewing, scanning and indexing documents for inclusion in records packages

• Performing quality assurance checks for all outgoing work

Goodwill Industries – RAFB, San Antonio, TX 2004 – 2005

Recognition Program Associate

Primary responsibilities were to provide prompt and courteous customer service to enlisted personnel, officers and their

dependents by…

• Researching global database records and determining if service member was eligible for awards or

decorations; subsequent referrals to Secretary of Air Force for determinations

• Collaborating with members of the Air Force Board of Correction of Military Records in disputed cases to issue

declarations

• Processed memorandums and certificates and ensured their timely delivery

• Answering telephones and responding to caller’s questions and / or concerns, while facilitating intra/inter office

communications

Goodwill Industries – Dept. of Homeland Security, San Antonio, TX 2002 – 2003

Key Entry Operator

• Assigned to Department of Homeland Security project with responsibilities that included…

• Ensuring accurate transfer of information into INS database for Non-immigrant I-94 forms from source documents

• Exceeding accuracy and production requirements

Contact this candidate