Customer Service Project Manager

Donna Sita Gajavada

Professional Summary:

. ** years of experience working with Microsoft Office Suits, Aspect eWFM,

Avaya CMS, ACD, IVR, IEX, PeopleSoft AP, Purchasing/ePro, PeopleSoft HRIS

Pro/Case Management, SAP and ADP Timekeeping module.

. Receive, review and update system or hard copy files with change orders,

documents for QA.

. Performed level I, II & III Call Center/Help Desk incident reporting and

resolutions to internal and external clients.

. Strong background working in a Customer Service Call Center/Help

Desk/Program/Project Coordinator/Analyst capacity.

. Provide excellent and friendly customer service with high and measured

quality results.

. Receive, document, research and resolve complex issues.

. Performed detailed call incident reporting.

. Analyzed and identified end user problems with Windows Suits, UNIX and

wireless devices.

. Experience working Remedy/SharePoint ticketing systems.

. Supervised call center, support staff and help desk go live agents

(inbound/outbound, chat and email)

. Performed analytical support on an independent basis including ACD CSR-

Call Center and data export environment.

. Hired, trained and monitored call center/help desk staff.

. Track Call Center/IT Help Desk Metrics and KPI's.

. Monitored daily ACD queues and provided reports.

. Monitored help desk staff to ensure IT guidelines, procedures and

customer service goals are meet.

. Monitored, scheduled, updated and run daily, weekly, bi-weekly and

monthly data reports.

Technical Summary:

Microsoft Office Suits (Word, Excel, PowerPoint), Active Directory, MS

Exchange, MS Access, Outlook, Lotus Notes, Adobe Acrobat, Kronos,

Fieldglass, PeopleSoft (MyHR, AP, Purchasing/ePro, Timekeeping), SAP,

SharePoint, Aspect eWFM, Avaya CMS, ACD, IVR, VPN, IEX, POS, Remedy,

Oracle, Unix, Remote Tools.

Education:

Bachelor of Arts in Public Administration, California State University Los

Angeles, CA-In Progress

Associate in Arts Degree, Pasadena City College, Pasadena, CA -Graduated

2007

Detailed Experience:

HTP Systems, (On-Call). Pasadena, CA, Program/Project Support Analyst,

January 2013 to Present

. Performed project/program database reporting entry and updates in MS

Access to create performance reports and recommendations.

. Receive, review and update system or hard copy files with change orders,

missing documents for QA.

. Provide support to project managers in planning, and monitoring key

projects from start through implementation.

. Performed researching, gathering and analyzing data, Handled confidential

information; comfortable working directly with project leaders.

. Provide analytical expertise to support critical initiatives.

. Monitored project schedule and follows up with team members to ensure

they are on track to deliver against target dates.

. Provide monthly reports for internal management review for division

meetings.

. Handled logistics within timeframe; assisted with batching, data

verification, and preparation of

materials for processing.

Environment: Microsoft Office Suits (Word, Excel, PowerPoint), MS Exchange,

MS Access, Outlook, MS Project Manager, SAP CRM, SharePoint, Remedy,

Oracle, SQL, Unix, Remote Tools.

Streffco Consultants, Inc. (FTE), Pasadena, CA, Help Desk Time System

Analyst/Program Coordinator (Kaiser Permanente), August 2012 to January

2013 (Project Ended)

. Served as primary facility contact and Administrator for Regional Offices

Time System.

. Performed project/program database reporting entry in MS Access to create

performance reports and recommendations.

. Performed tier III technical support on an independent basis to end

users.

. Triage problems and enter / edit and Remedy tickets.

. Provide on-going Time support to approvers.

. Conducted audits and reviews of internal system controls.

. Ensured pay practices were accurately applied and in compliance with pay

practice standards and union agreements as established by Labor

Relations.

. Conducted on boarding and maintained employee approval groups for system

(user entitlement).

. Communicate with Executives, Managers, Doctors, Payroll and HRSC

regarding Time inquires/issues.

. Analyzed and processed pre-payroll review and calculations when

necessary. audit timecards for appropriate usage of pay types.

. Time support liaison between service areas, Time system, Timekeeping

Production.

. Assisted in implementation and testing of new systems or platforms.

. Worked daily QA reports received from IT Production (Notification of: End

User Termination, New Employee Add On-Boarding etc.)

. Performed SOX Audit responsibilities.

. Scheduled and conducted New Approver and Refresher training sessions.

. Conducted Time presentation at new hire orientations.

. Maintained master appointment scheduled for training classes.

. Responsible for researching, gathering, indexing and maintenance of

libraries, databases and graphic management logs.

. Knowledgeable of HIPPA compliance, medical terminology and various health

insurance types.

. Knowledgeable of the EHP Incentive Program through the provision of the

American Recovery and Reinvestment Act of 2009 (ARRA)

. Knowledgeable of Meaningful Use Eligible Providers reporting (Medicare &

Medicaid Services.)

. Knowledgeable with pay practices and contract language for unions

including UWUA and IBEW.

Environment: Microsoft Office Suits (Word, Excel, PowerPoint), Active

Directory, MS Exchange, MS Access, Outlook, GPS, Lotus Notes, Adobe

Acrobat, PeopleSoft (AP, Purchasing/ePro,) PeopleSoft HRIS Pro/Case

Management, WebEx Remote Conferencing, Aspect eWFM, Avaya CMS, ACD, IVR,

VPN, SAP Timekeeping, EHR, Cerner, SAP CRM, SharePoint, Remedy, Oracle,

SQL, Unix, Remote Tools.

Sheba Creative Group (FTE), Pasadena, CA, Business Help Desk

Analyst/Project Coordinator, June 2006 to January 2012, (Laid Off)

. Performed analytical support on an independent basis, including the CSR-

Call Center and data export.

. Record, track and complete management requests and problems in person, by

phone and email.

. Researched, troubleshoots and provided resolutions for complex

situations.

. Analyzed and identified end user problems with Windows Suits, Unix and

wireless devices for business process improvements.

. Supervised call center, support staff and help desk personnel (5-10)

. Responsible for tracking Call Center Metrics and KPI's.

. Listen and evaluate the performance of call center, support staff and

help desk support by monitoring and auditing the quality, quantity, and

productivity of their performance.

. Trained call center, support staff and help desk support to ensure

guidelines, procedures and customer service goals are meet.

. Updated and maintained weekly workforce schedule for all shifts.

. Worked daily QA reports received from IT Production (Notification of: End

User Termination, New Employee Add On-Boarding, Change out of Assets)

. Provided QA call agent rating reports for monthly evaluations (Average .

. Scheduled, updated and run weekly, bi-weekly and monthly data reports

utilizing Crystal Report and Worked with Remedy/SharePoint Ticketing

Systems.

. Researched, analyzed, and reviewed IT contracts, process requisitions,

invoices and other financial documents for completion, accuracy and

conformance with established policies.

Environment: Microsoft Office Suits (Word, Excel, PowerPoint), Active

Directory, Arriba, MS Exchange, MS Access, Outlook, Lotus Notes, Adobe

Acrobat, PeopleSoft (AP, Purchasing/ePro), ACD, IVR, Aspect eWFM, Avaya

CMS, IEX, POS, EHR, Cerner, TotalView WFM, SharePoint, Remedy CRM, Oracle,

SQL, Unix, Remote Tools, .

City of Pasadena. (FTE), Pasadena, CA, Help Desk Analyst/Staff Assistant

III, August 1992 to June 2006, (New Job Opportunity)

. Performed technical support on an independent basis including the CSR-

Call Center and data export.

. Received high volume inbound contacts (calls, emails and radio.)

. Dispatched and received transmission from field personnel, police and

fire.

. Captured all pertinent contact information accurately and concisely

within internal data record system (service connect/shut-off, billing

inquires, credit and collections)

. Researched, gathered requirements and monitored progress to completion of

scheduled projects for installations, upgrades or preventive maintenance

of computers, streetlights, sewer and street slurry within the Public

Works department.

. Researched, analyzed, and prepared RFP bid specifications, contracts,

process requisitions, invoices and other financial documents for

completion, accuracy and conformance with established policies.

. Participated in promoting division programs, such as, E-Waste events,

Hazardous Waste round up and implementation of Energy Efficiency and Low

Income Assisted and other department-sponsored programs.

. Opened, posted expenditures and closed fiscal year purchase orders.

. Assisted in the preparation and monitoring of budgets; audits and

distributes revenue to accounts using Peoplesoft full cycle AP or AR, SAP

and Purchasing/ePro.

. Designed, implemented and maintained purchase order tracking for record-

keeping establishing controls for ensuring accuracy of records and file.

. Corresponded with other departments on special events.

. Handled logistics within timeframe; assisted with batching, data

verification, and preparation of

materials for processing, scanning, and re-association or mail-out

of invoices.

. Received, researched and troubleshoot front-end IT inquires independently

and in a timely manner using remote tools.

. Performed project/program database reporting entry in MS Access. to

create performance reports and recommendations.

. Responsible for tracking, gathering and supporting creation of

performance reports and recommendations.

. Extracting and manipulating data to create queries for standard and non-

standard reports.

. Prepared, reviewed, changed and assigned authorizers payroll for130

employees.

Environment: Microsoft Office Suits (Word, Excel, PowerPoint), Active

Directory, Ariba, MS Exchange, MS Access, MS Outlook, MS Project Manager,

ECIS, Dispatcher (CAD & AVL), GPS, Lotus Notes, Adobe Acrobat, PeopleSoft

(AP, Purchasing/ePro, Timekeeping), SAP, SharePoint, Remedy CRM, Oracle,

Unix, Remote Tools.

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