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Customer Service Project Manager

Location:
Meridian, ID
Posted:
April 07, 2014

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Resume:

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



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