Customer Service Manager

Shoshana Goshen-Harper, MBA, PMP

*************@*****.*** - (cell) 770-***-****

LinkedIn: http://www.linkedin.com/in/sgoshenharper Technology Leadership

Results / Process Improvement / Team Building / Relationship Building / Operations & Governance Results-driven leader with an excellent track record of architecting IT transformations and coaching teams to deliver on-time, on-budget and within scope. Demonstrated commitment to customer satisfaction and continuous improvement. Recognized for outstanding communication skills, highly effective client management, and strong teambuilding capabilities.

SELECTED CAREER HIGHLIGHTS:

Repeatedly reversed deteriorating customer relationships by identifying and resolving key customer issues. Introduced project methodology and led the implementation of an inventory project at Imerys. This successful implementation restored the relationship with a key customer representing $14M in annual revenue.

Successfully designed and implemented project lifecycle and agile based software development processes. Both project and software development teams had track records of repeated unsuccessful implementations and the newly implemented methodologies led to 90%+ success rates.

Worked to successfully establish IT governance and serves as a key member of the Technology Leadership Council. This process established a framework guiding technology investments and improved transparency.

Coached and mentored team members to focus on product quality and customer service. This resulted in excellent customer references for the team.

Architected a comprehensive unified communications solution to address recurring e-mail and telephone challenges.

Architected telecommunications and internet connectivity solution resulting in 63% net annual savings and improved performance.

Selected as a technical subject matter expert to present at a number of industry conferences. Presentations included solutions to technical problems and recap of SaaS related process change recommendations. PROFESSIONAL EXPERIENCE

THE WOODRUFF ARTS CENTER ATLANTA, GA 1/2009 – Present HEAD OF IT (DIRECTOR) (12/2012 – PRESENT)

Responsible for IT operations and strategic roadmap at The Woodruff Arts Center, including help desk support for 600+ users, 60+ server infrastructure utilizing virtual technology, networking, telephony and a custom development team. This department supports various platforms utilized for ticket sales, merchandise sales and monetary donations by the 4 internal Woodruff Arts Partners and 8 independent arts organizations in the Atlanta area.

Restructured IT organization to focus on productivity and customer service. Demonstrated the effectiveness of this restructuring by meeting technical needs for a one day ticketing sale that resulted in over 700 sales in the first few hours. (most sales ever for this program)

Prioritized IT activities to better align with business needs while still addressing key foundational needs. Shoshana Goshen-Harper MBA, PMP P a g e 2

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Architected and implemented a stabilization plan that addressed infrastructure needs, processes and procedures as well as personnel.

Developed pro-active system alerts, policies and procedures and productivity standards for the team.

Reduced backlog of outstanding requests by over 65% in less than three months.

Worked with the executive leadership team to implement IT governance and a strategic roadmap. This Technology Leadership Council oversees strategic technology investments and has significantly improved transparency across the organization.

Architected and executed a hosting facility move that resulted in 40% net savings and 60% technical performance improvement for Woodruff’s eCommerce platform. This move provided the Woodruff Arts Partners with significantly improved stability for ticket sales.

Identified the need for a comprehensive plan to bring public Wi-Fi to the Woodruff Campus. Built and presented business plan. Led design and implementation phases. Wi-Fi availability enabled the Woodruff to host several large conferences on its campus, directly contributing to revenue increases.

Identified the need for an updated POS system for the Woodruff gift shops. Led the business case presentation to the Technology Operations Council. Led the selection process and vendor negotiations. The resulting implementation of NCRs Counter Point solution significantly improved store operations and ensured both PCI and EMV compliance.

SENIOR APPLICATIONS MANAGER (1/2009 – 11/2012)

Responsible for managing a cross functional team supporting and enhancing all business applications.

Successfully incorporated ten external organizations into the Woodruff CRM system utilizing a “Software as a Service (SaaS)” model. All organizations were implemented on time and are operating successfully.

Designed and managed the implementation of an agile software delivery methodology including source control, controlled scheduled deployments, end user communications, and quality measures.

Successfully built a cross-functional team responsible for the redesign and enhancement of Woodruff’s eCommerce platform utilizing Microsoft C# .Net technologies.

Key member of the Technology Leadership Council promoting IT strategic vision and participating in IT project and process decisions.

Responsible for the introduction and monitoring of key performance metrics designed to facilitate communications and ensure appropriate prioritization. IMERYS CLAYS, INC., ATLANTA GA 4/2006-10/2008

APPLICATIONS DEVELOPMENT AND SUPPORT MANAGER

Imerys is a $300B publicly traded corporation headquartered in Paris France. I was responsible for managing a team of 12-14 developers and business analysts supporting and enhancing all of the business critical systems in the Imerys North American headquarters.

Managed a $2.5M budget, consistently meeting or exceeding goals. Responsible for identifying $200K+ in savings’ opportunities and spearheading reduction activities, all without reducing staff.

Designed and managed the implementation of a software project delivery methodology including project charters, project plans, formalized status reporting, and formalized user acceptance testing.

Selected as facilitator of IT Steering Committee to ensure IT and the business were appropriately aligned from both a project and budget perspective.

Responsible for the upgrade of the key Laboratory System across 100+ sites. Project significantly reduced the risk to the organization by upgrading from an obsolete unsupported platform to current technology. Project was implemented on-time and within budget.

Managed development/implementation of “Supplier Owned Inventory” project on-time, within budget and scope. Project salvaged deteriorating relationship with key customer representing $14M in annual revenue.

Responsible for the integration of several acquired sites into all key applications. Integration was completed within a record three-month period shaving 50% from a typical integration timeline. Shoshana Goshen-Harper MBA, PMP P a g e 3

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RADIANT SYSTEMS, INC. / BLUECUBE SOFTWARE INC., ATLANTA GA 1/2000-3/2006 STRATEGIC ACCOUNT MANAGER/TECHNICAL ACCOUNT MANAGER (10/2003 – 3/2006) Responsible for tracking and projecting client revenues, client satisfaction, and support for a group of food service industry clients utilizing the POS and back-office suite of products.

Conducted a tactical and strategic review of client relationship with clients C-level executives. Focus included issue resolution and strategic opportunities for improved product utilization.

Successfully built a team consisting of product support analysts tasked with resolving escalated client issues and monitoring system performance. Team was able to effectively support all (7) food service customers.

Designed and worked with development to complete a group of key tactical product changes. Changes significantly improved client satisfaction by allowing better tracking of food cost. Regularly interfaces with customers C-level executives. These efforts resulted in a major customer becoming reference able. PRODUCT DEVELOPMENT MANAGER (4/2002 – 10/2003)

Responsible for a team of developers designing and implementing product enhancements and fixes.

Successfully led a development team in resolving major reporting issues for key client. Project involved diagnosis, design and resolution of issues and resulted in clients’ acceptance of the solution.

Managed an effort to design and implemented a program to recover lost credit card sales data. As a result the client was able to recover thousands of dollars in credit card sales. PRODUCT DEVELOPMENT TEAM LEAD (1/2000 – 4/2002)

Responsible for one of Radiant’s legacy products from a maintenance, support and enhancement perspective.

Successfully led a cross functional team responsible for design, development and implementation of a “sun- setting” product release. Radiant was able to cease development and maintain reference able customers. NORTHERN TRUST RETIREMENT CONSULTING, INC., ATLANTA GA 1996-2000 SENIOR SOFTWARE DEVELOPER

HBO & COMPANY, INC., ATLANTA GA 1991-1996

SENIOR SOFTWARE DEVELOPER

CONSULTEC, INC., ATLANTA GA 1985-1991

SENIOR SOFTWARE DEVELOPER

EDUCATION / CERTIFICATION / ACTIVITIES

MBA, Management of Technology - GEORGIA INSTITUTE OF TECHNOLOGY, Atlanta GA BS, Computer Science - THE OHIO STATE UNIVERSITY, Columbus OH PMP Certification - PROJECT MANAGEMENT INSTITUTE – 2008 Board Member and Webmaster – ATLANTA BEAGLE RESCUE – 2014 - Current

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