Customer Service Project Manager

REBECCA J. MCCALMON-KUNTZ

707-***-**** / *********@*******.***

PROFESSIONAL SUMMARY:

Enthusiastic leader with experience in Business, Operations, Finance as well as Training and Development

Successfully managing a multi-million dollar budget, reporting critical metrics, calculating complex equations, and creating a culture focused on safety

Strong track record of developing and facilitating instructor-led and online training, building positive relationships, grasping complex and technical concepts quickly, as well as being a leader

17 years - Training and Development (Instructor-led, e-Learning; Genesis;Technical)

16 years - SAP (Super User, FTL & UAT, BW, BI, FI, Materials, WM, Reports, BRIO)

16 years - Finance and Accounting: GL, GAAP, Unit Costs, Reconciliation, COGS)

16 Years - Team Building

13 Years – Leadership: Direct and indirect reports

13 years - Financial Reports: Budget, Metrics, Mth/Yr-end close; Balance Sheet, & FI Statements

12 years - Process Improvement

10 years - Financial, Quantitative, and Statistical Analysis, Forecasting, Budget, and Derivatives

9 years - Workplace Safety & Health: Training, Leadership; OSHA; Incident Mgmt; Intranet; Committee

5 years - Project Management

4 years - PG&E Employee Mentor

2 years - Contract Management ($50K-$36M)

2 years - Purchasing/POs (SRM)

Expert - MS Office Suite (Excel, Word, Outlook), SAP, CC&B, and MS Publisher

Strong - ChemAlert, Medgate, Envirosys, CMO, MS Access, MS Project and others

PROFESSIONAL EXPERIENCE:

BHP Billiton, Petroleum and Gas, Houston, TX Present

HSEC Systems Specialist - Business Process Data Lead

Current Position

Manage and support HSEC systems: SAP WM module, Envirosys, ChemAlert, Medgate, and CMO

Troubleshoot, and lead efforts to resolve system enhancements and issues

Maintain high level of credibility with executive level visibility

Responsible for BI Reporting training, bookmarks, reporting accuracy and system support

Participate and facilitate various video conferences with business partners around the world

Develop and train employees on systems and process related to HSE functions

Lead efforts to find and implement solutions to system issues and enhancements

Lead testing, change management, and training for all five systems

Lead efforts to ensure Quality Data and Reporting

Financial Systems Analyst (FI Training and Development)

March 2013-October 2014

•Completed competency map and development activities for all Finance Training and Development tool

•Key player in forming a strategic plan for Training and Development process and culture changes

•Developed 23 new level one courses for Petroleum Finance, four classes offering CPE credits

•Facilitating eight different courses on a monthly basis

•Documented and revised the CPE credit process with the assistance of the controllers admin

•Created a training PowerPoint template using the BHP Billiton standards

•Create and send bi-monthly communications emails to all of Petroleum Finance on various topics

•Attended STOP training and assisted HSEC with an incident interview

•Worked closely with SIT team after two SAP change cycles and supported their training efforts

•Participant in several Houston ASTD meetings and the 2013 annual ASTD Conference

Pacific Gas and Electric Company, San Francisco, CA

June 2005 – March 2013

During my tenure at PG&E I was given several unsolicited opportunities in a variety of roles: Accounting Analyst, Sr. Accounting Analyst, Trainer, Sr. Project Manager, Organization Safety Lead and Sr. Business Analyst. I appreciate the experience and knowledge I gained at PG&E.

Senior Business Analyst/Facility Safety Lead, March 2011 – March 2013

As the Sr. Business Analyst, manage the Budget, Forecasting, Metrics, Purchasing, various projects and complex unit cost calculations

2011 Budget & Metrics results: within .05% of budget and metrics within 92% of goal; 2012 is on target

Completed 21 successful high-dollar Contracts in 2012: 100% on time and within budget

Completed three-year forecast for Capital and Expense costs with no changes at VP-level

Provided critical data and analysis for the General Rate Case with Regulatory Agencies

Created, managed and improved Disaster Recovery Plan with Corporate Security and Vendors

Created a Business Continuity plan

Revised month-end close, unit costs calculations, and chargebacks processes, resulting in greater productivity

Restructured and implemented changes to the Safety Team and Program, resulting in greater employee engagement and a reduction of safety incidents: 6 OSHA’s in 2011 and zero in 2012

Trained new employee who had never used SAP on the system including how to navigate the system, pull data, enter data, transaction codes, short cuts, etc.

Created and delivered 3 different levels of training for a MS Office 2010 rollout

Created a 28 page document on ITIL work processes for employees

Meter-To-Cash (MTC) Safety Lead (Senior Project Manager), January 2010 – March 2011

Managed Safety and Wellness for over 600 employee’s (OSHA’s, LWD’s, and MVI’s)

Re-designed and implemented a successful safety program, resulting in increased employee engagement, an enhanced safety culture and the lowest number of OSHA’s to-date

Developed and implemented Situational Awareness and Field Safety Training with the assistance of a Narcotics Agent and retired Homeland Security Sergeant

Complete and report out Safety Metrics to Sr. Leadership on a monthly basis

Presented Safety Results and updates to Sr. Leadership monthly

Managed incident investigations and root-cause analyses: provided results to Workers Comp

Senior Project Manager/SAP Functional Lead/Safety Lead, October 2008 – January 2010

SOX Compliance - Performed monthly, quarterly and annual compliance reviews, resulting in the discovery of six critical process gaps as well as the resolution of those gaps

Performed testing and sign-offs for three major SAP releases

Gathered requirements from the business (often providing this myself), translated to functional requirements, developed test scripts and performed several layers of testing with the technical team

Honored “Guiding Light” award after SAP Business Transformation project concluded for my leadership and willingness to be in the trenches with the technical team throughout the implementation of BI Reporting and the move to R4

Led legal research for large legal battle, resulting in significantly lower revenue loss

Reduced internal ISTS costs by 50% (32K monthly savings)

Cleared over 11 of 18 million in MLX Project Deposits through project planning and execution

Senior Accounting Analyst/Safety Lead, April 2007 – October 2008

Discovered and reversed duplicate credits aged greater than 1,000 DPD for over 600 customers

Discovered and resolved several system errors causing incorrect accounting

Performed 28 training classes for SAP, Accounting and Research

Gathered requirements, translated into functional requirements and provided Business Justifications on several occasions to Leadership for enhancements I discovered that resolved known issues and improved productivity significantly

SOX Compliance - Performed monthly, quarterly and annual compliance reviews, resulting in the discovery and correction of incorrect JE’s

Accounting Analyst, June 2005 – April 2007

Documented the department’s internal processes and procedures, for training purposes

Implemented system issue resolution, resulting in the elimination of Cost of Ownership errors

Discovered questionable accounting and contracts that led to the exposure and recompense of in-house fraud in an amount exceeding $180K

Performed workforce analysis to determine headcount

Bristol-Meyers Squibb (BMS), San Francisco, CA

May 2003 – June 2005

Senior Financial Analyst

As the Sr. Financial Analyst, was responsible for reporting the Sales by Terms, DSO, Bad Debt Reserve, Discretionary Reserve, Credit Risk, and Aging Analysis

Was also responsible for relationship management between OTN and other vendors such as McKesson, Cardinal Health and others

In addition to these duties, was responsible for documenting the Order to Cash process as it related to SOX; Was performed using Six Sigma Green belt training from our compliance officer, a Black Belt previously from GM

Led two successful collections contests resulting in over thirty-eight million in past due receivables

Six Sigma Green Belt Training

Completed audit walkthrough with Pricewaterhouse Coopers (PWC)

Planned, developed, and implemented new Payment Terms for three large successful GPO’s

Managed OTN’s first Sole Source Distribution for Erbitux (Cetuximab)

Led and energized a team of 12 Credit Analysts to collect millions in receivables over 365 DPD

Hewlett Packard/ Consultant, Palo Alto, CA

March 2000 - April 2003

Business Consultant / Business Analyst

Was key player in the transition of the team from California to the Texas office after Compaq merger.

Proven track record of reducing aged receivables by 45% monthly Ensured the coordination and achievement of results pertaining to timely customer payments

Created and maintained training and process manual; trained existing employees on new procedures and functionality of SAP R/3 v. 4.6

Created, analyzed and distributed various financial reports on departmental, executive and global levels (i.e. BFT, Accrual, DRT, DSO, Credit Line, forecast)

Was a driver for process improvement, resulting in a decreased DSO from 43 to 35 days; Reduced aged items over 60 days past due by 100%; Reduced aged items over 15 days past due by 80%

Andavo.com, San Francisco, CA

May 1998 – December 1999

Director of Professional Services

Was core team for start-up e-commerce, responsible for development of the Customer Service portion of the business

Wrote all processes, policies, and developed the customer service team

Provided business justifications for investors as well as provided business models explaining the benefit of the company through the customer service channel

Cellular One, South San Francisco, CA

September 1994 - May 1998

Customer Relations Supervisor, December 1997 - May 1998

Hired and trained new employees for Revenue Retention; Managed and monitored team of 30

Developed and retained large client base through promotion of highest quality customer service, received numerous accommodations

Assisted marketing and executive management with ongoing competitive projects while tracking employee statistics for management reports

Customer Retention Lead, April 1995 - December 1997

Maintained a 50% “save” ratio and quality call average of 4.3 (out of 5)

Maintained and tracked phone loaner program for entire department

Trained employees on phone programming and customer service retention skills

Corporate Sales / Equipment Specialist, September 1994 - April 1995

Created successful loaner phone program and promo maintenance form, which Cellular One adopted as a company policy

Trained co-workers in current equipment and other cellular issues

Provided excellent customer service, exceeding expectations of management; received over 20 letters of gratitude from internal and external customers

EDUCATION/CERTIFICATIONS:

University of Phoenix, 2003-2007, B.S. in Business Management, GPA 3.93, Graduated with Honors

College Algebra Math Lab Volunteer, Team Leader, Commencement Speaker

University of Phoenix, 2008-2009. MBA, GPA 4.0, Team Leader, Graduated top of my class

TRAINING AND DEVELOPMENT:

Designing, developing and facilitating training for over 17 years in the areas of Health and Safety, Customer Service, Finance, Accounting, SAP, as well as other proprietary programs

Experience includes investigating training gaps, design and development of coursework, and facilitation of the final product

Majority of training is instructor-led using MS Word, Publisher, PowerPoint and partnered with others to create Web-based trainings

Coursework designed, developed and facilitated:

oSAP – Business Intelligence Beginner and Advanced, SAP WM Portal, SAP Event Management (Notifications, Work Orders, Workflow, etc), Posting JE’s, Creating Customers, Account Research, Shopping Carts, Short-cuts, enhancements, new tools, basic SAP functionality, and more.

oSafety – OSHA and company mandated trainings, various Health and Wellness topics, ICAM Training, STOP training, Office, Vehicle, and Industrial Ergonomics, Field Situational Awareness, Training the Trainer, Supervisor Safety Training A-Z, Root-Cause Analysis, Incident Investigation, and more.

oCustomer Service – Customer Service, Escalated Customers, Knowing the Customer’s Needs, Conflict Resolution, Be Nordstrom, Customer vs. Company, and more.

oVarious – Kind Collections performed several brown-bag training sessions, CC&B training, Regression and User Accepted Training (UAT), Ertbitux Product training, and more.

ASSOCIATIONS:

Member of the National Association of Professional Women

Former mentor for the PG&E Mentoring Program

Member of the Women’s Network Employee Association (WNEA)

Board Member of the Clan Macnab Society of North America

Former Diversity & Inclusion Team member at PG&E

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