Customer Service Management

SIMONE ECCLES

BUSINESS PROFESSIONAL - DATA/MARKETING ANALYST

SIMONE ECCLES

**** ** **** ****** #***, Fort Lauderdale, FL 3 3321

954-***-**** * simone954@y ahoo.com

DATA ANALYST ~ MARKETING ANALYST

Equipped with knowledge and skills required to collect, analy ze,

and define, business/marketing data to support management decision making

Structured and solutions-driven management professional with solid history of leading and

executing projects to fulfill business and technical objectives, mitigate risk, and meet stringent

budgets and deadlines.

Technically astute and analy tical minded with superb troubleshooting, problem solving, and time

management skills resulting in timely resolution and satisfied clients.

Excel in fostering teamwork, customer orientation, and effective communications across all

functions and organizational levels.

Recognized as a persistent leader with expert and precise documentation skills, record of delivering

high quality work product, and proven ability to train and lead high performing, cohesive teams.

Computer proficiency in SQL, Vantive CRM, Business Object, Altair, Cry stal Reports, SAP, MS Word,

Excel, Access, PowerPoint, Outlook, Market2lead, Data Merging Utility (DMU), Lead Import Tool,

Works, and various other Windows related software programs.

CORE COMPETENCIES

Business Analy sis * Marketing Analy sis * Project Management

Resource Allocation & Management * Risk Analy sis * Decision Making & Problem Solving

Planning & Scheduling * Database Administration * Recording & Reporting

Communications & Presentations * Team Building & Leading * Staff Management

EDUCATION & TRAINING

Masters of Business Administration

University of Phoenix, Plantation, Florida, 2008

Bachelors in Information Technology

America Intercontinental University, Weston, Florida, 2004

PROFESSIONAL EXPERIENCE

CITRIX SYSTEMS, FT. LAUDERDALE, FL (3/2006 " 5/2008 & 5/2011 " PRESENT)

Lead Material Design and Set-Up Associate/Analy st (5/2011 " Present)

Receive and process material requests within Citrix Operation Services Department. Review, assess, and enter

data into materials request tracking sy stem, and identify /retrieve any missing data. Monitor customer service

ticket queue for incorrect set-up's and assist with capturing data from SAP to support data analy sis. Load

materials into SAP based on information received in the materials request, apply classifications, and load pricing

conditions. Validate that all materials loaded match the data in the materials request. Troubleshoot and resolve

any sy stem issues. Perform testing and data analy sis of new materials and summarize findings in weekly status

report.

Monitor and update customer service ticket sy stem for service requests.

Demonstrate superb technical and problem solving skills to investigate and resolve any issues in a

timely fashion.

Gather performance metrics and create ad hoc reports on a frequent basis to better understand trends,

improve processes and facilitate decision making

Update quarterly ForEx rates on a Global level

Manage critical documentation libraries and workflows as part of making needed improvements to

optimize operational effectiveness and drive productivity

Provide training to staff members as well as provide guidance on performing critical business

processes

Data Management/Data Integrity Specialist/E-Business (3/2007 " 9/2008)

Planned, executed, and managed all data import functions. Controlled merge and acquisition data integration

and developed/appended rules to control lead entry . Performed all data quality control, cleansing, and

enrichment initiatives.

Spearheaded on-going enhancement and optimization strategies as per measured performance and

customer/partner feedback.

Channel Marketing Re-Assignment Analy st/Administrator (3/2006 " 12/2007)

Tracked, analy zed, and reported on the success or failure of marketing strategies. Delegated orphaned or

abandoned leads/customers to respective partners. Imported leads into Lead Management Tool.

Uploaded accounts into Lead Import Tool by restructuring and revamping the database containing

customer information.

Completed intensive data cleansing project that streamlined and increased the efficiency of the

customer engagement process.

NATIONAL MULTIPLE SCLEROSIS SOCIETY, FT. LAUDERDALE, FL (9/2008 " 3/2011)

Data Coordinator

Supervised Data Assistants and delegated daily work assignments. Provided key support to Finance Coordinator

in all financial tracking and allocation of funds within the organization that totaled in excess of $1M annually .

Honed in on data integrity and compliance to revenue recording requirements. Managed chapter's

acknowledgement mailing process, and updated/maintained mailing list for past and present event participants

and registrants. Contributed to coordination and fundraising of highly publicized events such as the National MS

Bike Ride with over 3,000 registered participants. Administered Internet fundraiser database and primary

enterprise wide database. Prepared and executed mail merge functions from the database to other software

applications. Updated existing client accounts and entered new information as required. Tracked database coding

structure and created source codes as needed to identify fundraising events.

Solely managed department with no administrative support team after budget cuts.

Created and applied a strategic method in Excel that tracked and generated results and increased

response for report requests by 40%.

A&E COMPUCARE SERVICES, PLANTATION, FL (2003 " 2005)

Accountant/Office Manager

Supervised administrative staff and daily functions for office sy stems, processes, and procedures. Managed daily

filing/review of account ledger, performed budget balancing and allocation, and processed pay roll. Planned and

prioritized workload, delegated assignments, and maintained office efficiency .

Set-up and established many office processes and procedures that enhanced productivity, eliminated

redundancies, and improved staff morale.

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