Customer Service Sales

SCOTT KAMISH

*** ******** **** **** 847-***-****

Buffalo Grove, IL 60089 **********@*****.***

SUMMARY

Results oriented Manager/Senior IT Business Analyst/Senior Key Account Executive with extensive experience in requirements gathering, analysis, and identifying solutions. Experienced in relationship building, project, account, and channel management, customer relations / support, team leadership, and documentation. Skilled in working on all levels independently and as a team player. Expertise in managing and implementing projects. Proven experience in organizing, problem solving, achieving high customer satisfaction. Success in dynamic work environments, multi-tasking, cross-functional/multi-cultural teams. Strong communication skills to identify / resolve issues, and build strong customer relations.

Leadership Managerial Key Account Management

Training and Documentation Financial Analysis Team Building/ Motivating

Process Improvement Requirement Gathering Customer Relationships

AREAS OF EXPERTISE

SAP – SAP R/3 – ver. 4.6c, ECC6, Reporting, Project Systems (PS), Warehouse Management (WM)

SAP Modules: Customer Service (CS), Sales and Distribution (SD), Finance (FI), Purchasing Logistics (PL) Electronic Data Interchange (EDI), Master DATA (MD), SAP Customizing

MS Office Suite - (Word, Excel, Visio, SharePoint, and PowerPoint) and Oracle Order Entry

PROFESSIONAL EXPERIENCE

SIEMENS INDUSTRY, INC., Buffalo Grove, IL 2001 –2015

Sr. Business Analyst, Service Center of Competence/ North America, Global IT, 2010 - 2015

Business Analyst III, Application Center of Competence, 2009 - 2010

Managed First Level SAP ERP system Customer Service and Plant Maintenance business modules.

* Supported and managed IT projects, applications, tools, reports and analysis, master data and data validation to enhance service lifecycle transparency.

* Trained, implemented tools and processes, and provided user training guide documents to 106 sales offices / 1400+ users in USA to increase efficiencies, knowledge, and reporting capabilities.

* Managed 60+ IT process change orders, 200+ annual SAP program application issues, 10+ new SAP process implementations, and 25+ report enhancements projects to improve sales accuracy and reporting.

* Utilized Remedy, SAP Issue Management System, MS SharePoint and OneNote to manage support tickets and issue workflow, and collaborated project, issue, and documentation information.

* Identified over $700K in unbilled revenues and solutions to correct errors.

* Managed IT solution design, data validation, documentation, training, and support for more than six – eight IT projects annually that range $50K – $3.5M, to meet schedule and customer commitments.

* Managed and supported intra-company service for 106 sales offices, representing $1.5M+ costs.

* Proposed revisions to intra-company service process to increase process efficiencies by 40%, improve paperwork accuracy by 70%, and increase overall customer satisfaction.

* Consistently met and exceeded 15 day response time objectives in IT support ticket response, responding to issues within one hour or less, and increasing customer satisfaction.

* Collaborated in six+ projects and 11 change requests in 2015, including two acquisitions / SAP implementations, and two major reports coordinated with international IT teams.

Business Analyst - Service Center of Competence, 2008 – 2009

Managed First Level IT Support activities for the SAP Customer Service (CS) module.

* Collaborated with U.S. and International IT, Power Users, and End Users on project and support issues to provide solutions addressing business process gaps and requirements.

* Recognized as Subject Matter Expert (SME) and Business Process Owner (BPO) for Customer Master Database related issues.

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Business Analyst, First Level Support – Finance and Controlling, 2007 – 2008

Managed First Level IT Support activities for the SAP Finance (FI) module.

* Developed, implemented, and coordinated course content, coordinated trainer activities, created documentation, and coordinated training logistics for an Advanced Billing Workshop, held in seven states over a two week period of time and attended by 40 employees to reduce billing errors.

* Analyzed and resolved billing issues for products, service, and project systems, increasing revenues.

Business Analyst, First Level Support – Service, 2007 – 2007

Managed First Level IT Support activities for the SAP Customer Service (CS) module.

* Collaborated with the IT Application Management Center and business users to provide IT support and solutions for e-business web interface and Mobile Solutions to improve user experience.

Siemens Building Technologies U.S. Customer Master, 2005 – 2007

Jointly developed Regulations and Guidelines for governance of U.S. Shared Customer Master Database, with other Siemens divisions and international departments.

* Managed the Customer Master Database and three Customer Master Team employees.

* Developed and implemented the customer creation and maintenance process across 11 zones.

* Collaborated with divisional Master Data Administrators and data entry group in India, on data cleansing, duplicate entry removal, and data enhancements reducing errors and increase onboarding.

Business Analyst, First Level Support – Products, 2005 – 2007

Managed First Level IT Support activities for the SAP Sales and Distribution (SD) module.

* Trained and supported users following implementation to enhance job efficiency and accuracy.

* SAP Sales and Distribution and Supply Chain Management team Subject Matter Expert (SME).

* Participated in Sarbanes Oxley and internal IT audits to ensure company compliance.

Manager, SBT Traffic/ International Logistics Department, 2003 – 2005

Managed four employees in a Traffic / International Logistics department.

* Responsible for International Customer Order Entry, logistics documentation and coordination.

Manager, Customer Service and Support, 2003 – 2005

Managed 12 employees Order Entry / Customer Service / Inside Sales / Technical Support Call Center.

* Managed budget, employee hiring / firing, disciplinary actions, development and performance, Human Resources and company policy enforcement, processes, procedures, order entry, and sales support.

* Managed e-commerce order tracking, development, and interface testing to increase sales.

* Created 12+ process documents for ISO 9001 certification internal audit.

* Established focus group to improve customer satisfaction issues.

* Created and implemented 8+ departmental Key Performance Indicator metrics to monitor performance.

* Collaborated with Marketing to develop, and implement product marketing programs for effectiveness.

Manager, Customer Care Center, 2001 – 2003

Managed four employee Customer Service/Inside Sales/Technical Support department.

Commonwealth Edison Co., an Exelon Corporation Company Prior to 2001

Senior Account Executive

Managed energy and electrical related activities and satisfaction for 80 marketing channel based key accounts representing more than $120 million in annual revenue.

* Developed long term relations - responsible for knowledge transfer, troubleshooting, billing, and sales on all levels within the customer organizations, to increase customer satisfaction and company revenues.

* Utilized Saratoga Partners Customer Relationship Management tools for accurate account management.

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* Generated $1MM+ in revenue for the company. Sold company's largest co-generator system, first building HVAC validation certification, and largest non-residential all-electric project.

* Secured involvement in a customer joint venture co-generation project to increase revenues.

* Participated in trade shows, professional organizations, Speakers Bureau, and community events and organizations to increase company visibility and community outreach.

* Managed marketing programs in assigned area to increase participation and create program awareness.

* Created Case Study and Logo for Corporate Marketing thermal storage solution promotional program.

* Organized customer focus group to discuss power outages and increase satisfaction.

* Awarded four Presidential Territorial Development Awards for attracting and retaining businesses in Illinois - collaborated with State of Illinois and local supply vendors on supply sources.

* Awarded sales recognition for customer lighting projects (Chicago Lighting Institute recognized) and thermal storage project analysis (ASHRAE recognized).

EDUCATION

Bachelors of Science in Mechanical Engineering, University of Illinois, Chicago, IL

PROFESSIONAL CERTIFICATIONS

General Engineer – State of Illinois, License # 061019390

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