MBA, Business and System Analyst, Marketing, Manager, Sales,Tech, CSR

LYNN HUTCHISON

Collierville, TN ***** PH: (***)

***-**** **************@*****.***

PROFESSIONAL SUMMARY

Over 20 years of professional experience in General Management, Sales,

Marketing, International Sales and Marketing, Procurement, Pricing and

Margin analysis, Business and Systems Analysis, Project management, Product

and Market Development, IT, Database, Technical support, customer support

A proven manager, professional and consultant with excellent communication,

technical, and team building skills, bilingual in English and Portuguese,

fluent in Spanish

CORE COMPETENCIES

. General Management, Sales and Marketing Management, HR, Channel

Management, Product Management, Project Management, Customer Services,

B2B sales, agent/vendor development, strategic planning

. Business / Systems Analyst, documentation, requirements gathering, use

case, Visio, process mapping, SDLC,

data analysis, spreadsheets, flows, graphs, quality testing and error

fixes, web based application software

. CRM, Salesforce, database and document management, Excel, pricing margin

analysis, contract negotiations

. SEO, ecommerce, content and link building, Google Adwords analysis, PPC,

web hosting and analytics

. Multilingual who is bilingual in English and Portuguese, fluent in

Spanish

TECHNICAL SUMMARY

. Applications/Software: MS Office, Excel, Visio, CRM, Salesforce, Oracle,

Proprietary Management Tools, Remedy, Rio, OMS ordering system,

workbrain, OnQPiM, Polaris, SAP, Reflections, MAX, HRMS, KIWI, JDE,

Kronos, ICIMS, Lotus Notes, familiarity with VBA and SQL, Citrix, Avaya,

Drop Box

. Telephony: Telecommunications, prepaid calling cards, wireless, VoIP,

virtual call center solutions and technology, softphone, call management

online tools, routers, servers, networks

. IT: Windows XP, Vista, 7, 8, 8.1, Cisco CCNA, Active Directory, Oracle,

VMWare, SharePoint, software application user support,Win7 migrations,

networks, admin, analyst, customer support

. Hardware: pcs and laptops, handhelds, docking stations, printers and

scanners, copiers

. Billing: telecom billing system, wholesale rates and retail margin setup,

rate analysis, A/R for callback and VoIP services, A/P telephony line

providers, managed charge backs, prepaid funds, agent commissions

SKILLS

. Foreign Languages: Bilingual English and Portuguese (Brazilian), Fluent

in Spanish

. Managerial: General Management, Sales and Marketing Management, Billing,

Pricing, Margins, Procurement, Project Management, Product Management,

Virtual Call Center Management, P&L

. Sales: B2B, B2C, VAR, Channel Sales Management, Direct Sales Management,

Technical Sales, Retail Sales Management, Software Sales, Customer and

Team oriented, Negotiator, Closer

. Marketing: Marketing Research, International, Marketing Plan,

Promotional campaigns, private label, social media, SEO, e-commerce,

Google AdWords and analytics, PPC campaigns, HTML

. International: International Marketing and Sales Management,

International Business Development

. Business: Business Analyst, Consulting, Business & Marketing plans, New

Business Development, Strategic Planning, Billing, Financial reporting,

Startups, Private Label, Trainer, Fast pace environment, CRM, Salesforce,

Constant Contact, Oracle, business process modeling, agent and reseller

training and development

. HR: compensation, prepaid funds and commissions, recruiting, hiring,

training of agents and resellers, metrics, contract negotiations,

agreements, database, reports, terms and provisions, ICIMS

. Customer Services: personable and confident, defuse difficult

situations, adaptable to fast-paced environment

WORK EXPERIENCE

KWICTEC CONSULTING LLC / US April 2001-Present

Managing Director / Project Management / Business Analyst:

Telephony/Telecommunications

. Negotiated and sold B2B and B2C telephony contracts and accounts

internationally, new business development, sales and marketing, while

maintaining full P&L; recruited, hired, trained, and managed a team of

international telephony agents/resellers; offered wholesale and retail

solutions; created and managed company websites

. Setup, tested and supported web-based application software for billing,

CDRs, pin creation, accounts creation and management, rates, reseller

margins, trouble tickets routing problems, online call center management

tools

. Data analysis, cost and margin analysis, spreadsheets, flows, graphs,

quality testing of web based applications

. Supported virtual call center management websites, SEO, proprietary

trouble ticket systems, Salesforce, ran over 100 agents worldwide.

Developed user guides and standard operating procedures (SOP) for

resellers to effectively manage their telephony business online

management tools, subagents, retail base, commissions

. Hired and managed line/cost suppliers, providers, techs, the billing

telecom system, wholesale rates and retail margin analysis & setup;

document management; liaised between suppliers/vendors and resellers

. Purchased and resold minutes from major vendors, managed payments and

prepaid funds for all services, agent commissions, compensation, contract

negotiations, agreements, pricing, margins, prepaid calling cards, SIM

ELT Consulting, Inc. / Memphis, TN Nov 2014 - Feb

2015

Sr. Business Analyst - Consultant - ALSAC Human Resources

. Worked with Solutions Architect, PM, and Alsac IT group, identified

business processes / user needs, requirements gathering, functional

requirements specifications (FRS), use case, questionnaires, evaluated

processes and systems, documented current state for HR business, tech,

and operational procedures, identified major pain points and objectives,

process mapping, analyzed 14 major SAAS HRMS vendors, documented full

list of requirements and processes for RFP proposal, created change

enablement strategy and plan

. Interviewed all heads of department and major players of ALSAC HR,

completed current state analysis and questionnaires, fully documented

business and tech processes for Compensation, Business Partners, Talent &

Acquisition, Learning, Benefits, Operations, Payroll, HRIS, Consulting,

Analytics; created 'Epic', 'User Stories', process mapping, Visio and

data flow diagrams; familiarity with ICIMS and Kronos; SDLC

HILTON Worldwide / Memphis, TN May 2014 - October

2014

Project Analyst - Contract position

. Identified Hilton owners, gathered data, and analyzed Hilton hotel

owners' property ownership structure and contracts through OnQInsider,

OnQPiM (property information manager); evaluated and assisted in

determining owners' club level participation in the Owners Access

club; documented processes, business needs and objectives, to maintain

procedures and standards; completed training on the Concierge Portal;

managed and contributed to the database comprised of all Hilton brands

and hotel properties, worldwide

. Used SALESFORCE to create, document and manage the database of all

contacts, companies, cases, tasks, property information, property

ownership, data verification, campaigns, owner preferences, concierge

services, comments and notes regarding each one of the property

owners, private and public companies, property management companies,

property legal correspondents, property brand correspondents,

influencers, major and minor investors of all brands of Hilton

Worldwide hotels. Used Drop Box, business process modeling, Visio

. Managed and completed all of the new membership applications from

inception to completion, opened new cases rendering full contact and

property analysis, created and assigned various tasks to provision

club memberships, QA, special communications with owners and vendors,

customer support, closed cases

. Responsible for all Owners' Access kit fulfillment and provisioning

steps, liaised with the HHonors group to request HHonors numbers and

Product codes, used Polaris interface to determine HHonors # and

Product Code, created and sent the biweekly lists to the printers and

distributor companies

. Database analyst responsible for the extraction, analysis and

presentation of various monthly and quarterly management reports

documenting and reporting proprietary data results for all Hilton

brands worldwide

FEDEX - TechConnect / Memphis, TN Feb 2014-May

2014

Business Analyst - Project Technical Lead - Contract position

. Level III Help Desk support - Provided software and hardware support to

home based agents

. Backed up and migrated home based users from Windows XP to Windows 7;

set up new Lenovo computers, installed all required software and

personalized each computer to the end user's needs; Windows 7 level 2

(Enterprise) remote troubleshooting and diagnosis.

. Hardware, Software, Network troubleshooting and problem determination

including ISP, VPN, DNS, Active Directory, Domain and connectivity

issues, 1Source, CAD, Outlook, Citrix

. Worked as a team player to ensure that escalation tickets are addressed

for all system, hardware, and software issues including entering

tickets for equipment to be shipped from the repair center using RDC

and Oracle.

INTERNATIONAL PAPER, Memphis TN April 2013 -

December 2013

IT Customer Support Analyst - Contract position

. Provided help desk technical support and incident management to users

of IT systems and peripheral equipment company wide. One stop shop,

with attention to quality; Inbound and Outbound calls, Mexico, Brazil,

Europe

. Analyst responsible for resolving as well as receiving, logging,

handling, escalating, and documenting any IT incidents involving

hardware, software, applications, user name and passwords creation, reset

and verification, or products on the IT standards list. Used Remedy

ticketing system, My Help knowledge base, managed self-service queue,

minimized impact of IT outages, met performance metrics, strong

documentation skills

. Provided dedicated IT incident resolution and management services to

customers by resolving, receiving, tracking, prioritizing, and

documenting IT problems, inquiries, requests for service

. Networked in cross-platform environments, TCP/IP, remote connectivity,

Windows, Active Directory, client/server environments, email, chat,

wireless devices, printers, and web portals. Specific applications

included Windows 7/XP, Microsoft Office, Lotus Notes, Reflections,

wireless, Anti-virus, McAfee, SMS, SAP, Workbrain, Witron, JDE, MAX,

HRMS,KIWI

. Excellent customer service skills, personable and confident, met and

exceeded all metrics, able to diffuse difficult situations, adaptable to

fast-paced, quickly changing environment

CONVERGYS / WAH / Project: DIRECTV - Cable Industry December

2009- April 2013

Customer Services Representative and Problems Resolution Rep ll / Coach -

Inbound

. Responsible for all DIRECTV billing, sales, and tech issues - Advisory

role and Coach to incoming new hires

. Help Desk support, handled all technical issues and all problems

relating to receivers, activation, wireless, connectivity and

networking issues; emphasis on one stop solution with attention to

quality service and delivery

. Sales of DIRECTV services and equipment, and ISP partner services for

internet and phone i.e., ATT, Verizon, Century Link, Viasat; used OMS

ordering system to register customer orders, and Rio ticket system for

customer responses

. Used knowledge data base to provide support on every call. Daily use

of proprietary software, citrix, OMS, sharepoint, Avaya softphone, and

internal email and chat system. Strong IT and customer service skills

PRIMUS Telecommunications / Ft. Lauderdale, FL March 1998-

April 2001

Sales and Marketing Manager /Offshore Division

. In charge of international B2B sales and marketing, new business

development, recruiting/hiring of agents worldwide, contractual

negotiations, pre-sales and post-sales support, market research, business

planning and reporting, financials, pricing, margins, quarterly corporate

status reports, bottom line responsibility for the Division

. Worked with a NACT switch, entered and extracted data, billing reports,

daily and weekly reports, CDRs, rates, pin creation, and account

management reports

. Sold prepaid calling cards, VOIP, dedicated lines, international long

distance, Callback. Developed training manuals to support resellers on

all products available in our division

. Controlled multimillion dollar accounts worldwide, in the Middle East,

Africa, South America

INTERPHONE

May 1996-November 1997

Telecommunications Solution Executive- Lisbon, Portugal

. In charge of B2B day to day sales operations, cold calling, direct

sales, account management. Pre-sales and post-sales follow up, and

training of new users on the use of the callback system

. Directed the sales of Callback solutions to both wholesale and retail

base of clients mid/large size companies; Marketed VSAT services to

ABC's (American Business Centers) in the CIS

INAPA (Fercopi)

February 1993-December 1995

Project and Operations Manager Fercopi - Lisbon, Portugal

. Wrote business plan for the Fercopi. Built a franchise model into the

business plan, and projected a plan for 8 stores in Portugal. Managed all

operations from onset to completion for 2 stores.

. Hired contractors and employees, managed vendors, contract negotiations,

terms and conditions. Managed the daily operations of the employees and

the sales team for both stores. In charge of the daily operations, sales

management, promotions, pricing, margin, sales, procurement of products,

marketing and P&L

RALSTON PURINA / Europe

February 1992-January 1993

Marketing Manager, Consumer Product, Cereals- Lisbon, Portugal

In charge of Marketing and Sales, new product development, pricing,

distribution, packaging and promotion of all children's and adult Chex

cereal products in the Portuguese market

o Worked directly with Portuguese distributors, major dealers and

purchasing managers to distribute the product to all hypermarkets and POS

country wide. Responsible for corporate profitability monthly reports

EDUCATION

. MBA - Master of Business Administration - specialized in International

Marketing and Management

The Thunderbird School of Global Management, Glendale, Arizona, December

1991

. BA Mills College, Oakland, California

. Certifications CompTIA Network+ COMP001008174385 December 5, 2008

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