Customer Service Sales

Lisa Mallard **** Redfield Dr.

Cell 214-***-**** Mesquite, TX 75181

Email: ************@*******.***

EXECUTIVE SUMMARY

Over fifteen years of proven successful experience in customer service and support with recognized strengths in account maintenance, relationship development, problem-solving and trouble-shooting, planning/implementing proactive procedures and systems. I have a strong background in user training, cross training and support documentation. Display leadership skills by working with and through other in order to achieve organizational objectives. I possess a working knowledge of Oracle Retail Modules, such as RMS, Items, User Guides, Test Cases, and Purchase Orders.

KEY SKILL SUMMARY

PROFESSIONAL EXPERIENCE

Wipro Technologies Dallas, Texas January 2008 – Presently

Oracle Retail Consultant Client Manager

Partner with clients to analyze and understand requirements, and to identify opportunities for improvement

Partner with clients to create, improve, and streamline Requirements processes regarding performance improvement, training, project management, system enhancements, and test management. Developed and led leadership/coaching program

Involved in improving operational metrics, business case development, performance measurements, setting expectations for areas of responsibility, establishing priorities and documenting potential scope changes that may impact project and budget and timetable

Responsible for planning, leading and actively participating in conference room pilots, requirements analysis, design, configuration and testing of various modules within the Oracle Retail Solutions Suite (RMS, Items, User Guides, Test Cases, and Purchase Orders.

Provide guidance for business process alternatives, provide functional and process knowledge and lead workshops with retail clients

Participate in software upgrades, revisions, patches and fixes mandated by the vendor

Ensures that the detailed physical design of database and data structures comply with data policies, standards, principles and meets the established level of service agreements/goals for the system

Participate in software upgrades, revisions, patches and fixes mandated by the vendor

Ensures that the detailed physical design of database and data structures comply with data policies, standards, principles and meets the established level of service agreements/goals for the system

Managed, monitored, and improved SLA times by 15%

Demonstrated experience in working on root cause analysis for Oracle database issues

Flexible, adaptable, and able to manage multiple tasks in a dynamic environment

Assists clients in the design, implementation, and support of Oracle Retail merchandising solutions.

Partner with internal/external leadership to develop and implement solutions designed to improve customer satisfaction from 73% to 85% by Streamline processes between functions for improved service delivery

Actively participate and consult with clients through the implementation process and assist in workflow analysis and gap definition

Build, develop and grow any business relationships vital to the success of the project

Mentored tem members and advised clients on continuous requirements improvement process activities

CompuCom Systems, Inc. Dallas, Texas January 2006 – January 2008

Business Consultant – Software / Strategic Account Manager

Main responsibilities include analyzing the business, strategically planning promotional and permanent markdowns, creating advertising strategies, and projecting sales, markdowns, and receipts while maintaining healthy vendor partnerships.

Operational responsibilities included tracking shipping, price changes, order and advertising entry

Maintained 100% accountability of customer orders in Oracle

Increased and established customer relationships by 15%

Solved 100% of varied and complex problems with billing and order entry

Mentored, counseled and trained peers to increase productivity by 20%

Provided Licensing Information concerning Software

Strong writing and documentation skills

Help Develop business process improvement

Developed and maintain internal and external relationships

Worked with PeopleSoft Software Oracle Application

Software Spectrum Garland, Texas August 2004 - December 2005

Customer Care Representative / Bid Specialist / Strategic Account Manager

Responsible for processing over 3000 customers orders effectively in Oracle

Processed over 2000 bids for internal and external customers using MS Excel

Validated 98% of customer contracts on using MS explorer

Established a Contract Management Database used to track customers

Developed and maintain internal and external relationships

Developed Software Sales reports

Supported Sales Managers and Sales Reps in transitioning 100% of customer accounts

Ribelin Sales, Inc. Garland, Texas November 1999 - August 2004

Customer Service Representative / Support Sales Representatives and Sales Managers

Maintained quality control satisfaction records

Supported sales reps in opening new accounts and upgrading existing service

Quickly and effectively solve customer challenges

Increased customer retention by 19%, from 72% to 91%

Developed and maintain internal and external relationships

Knowledge of hazardous materials and DOT regulations

EDUCATION Dallas, Texas February 2000 - August 2004

DeVry University - Bachelor of Science in Network & Communications Mana

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