Customer Service Manager

Sandra J. Szymanski

*** ***** ****, ***. *-*

Piscataway, NJ 08854

Home: 732-***-****

*****@*******.***

Career Objective:

Seeking the opportunity to utilize my abilities of acting decisively in a high pressure, multitask and goal oriented environment, as a highly organized, motivated and creative professional, with the ability to interact effectively and diplomatically with customers, suppliers and associates.

Work Experience:

QA Specialist, Authentidate Holding Corp., Berkeley Heights, NJ

May, 2012 to March, 2015

Designed and executed test plans on software/hardware applications.

Tester on Hardware applications and Web Based software.

Using Jaws, Moo Magnifier for 508 USG standards.

Identified user requirements to ensure business case scenarios and processes where incorporated into testing strategies for providing optimal design. Under various scenarios.

Developed and documented application test plans based on software requirements and technical specifications.

Ensured compliance with industry best practices, accepted web standards and those standards set forth by management.

Participated in application planning meetings.

Documented and recorded results and compared to expected results.

Detected software/hardware failures so that defects where discovered and corrected.

Documented anomalies, issues and reported findings to management and developers.

Maintained database software defects uncovered while testing (JIRA).

Verified and retested specific actions or functions of software/hardware after corrections/improvements were made.

Reviewed application instructions/documentation for end users for correctness.

Maintained and monitored UI integrity standards.

Was available for after hour cut-over and testing of software/hardware on Production UI.

Reviewed and tested Bug List, patches, enhancements and customer issues with software/hardware.

Provided outstanding attention to detail and the ability to uphold high quality control standards. Along with the ability to demonstrate a sense of urgency, resourcefulness, responsibility and accountability.

Sandra J Szymanski, Page 1 of 4

Implementation and Support Specialist, Authentidate Holding Corp., Berkeley Heights, NJ

October, 2011 To May, 2012

Facilitated the transition of client relationships from a sales-led relationship, to a project and service-based relationship.

Participated in the implementation and roll out of assigned client projects.

Provided liaison bridge between the client and the technical team (IT) for issues requiring technical support and resolution.

Actively participated in resolving client support requests according to client agreements.

Maintained knowledge tree Database and support tracking solutions.

Provided input and feedback for product enhancements.

Performed User Acceptance Testing (UAT) of all new solution releases.

Was the subject-matter-expert for a medical Telehealth product called Electronic House Call and IVR.

First team member on a large contract for the US Government-VA.

SOX and HIPAA compliance knowledge.

Contract Manager, Altran Solutions, Cranbury, NJ

November, 2010 to February, 2011

Served as point of contact for Project Managers/QA to initiate projects. Reviewed Purchase Orders v. Proposals and clarified if there were differences.

Performed quality assurance on contract records and project records; identified errors and corrected data.

Identified policy and process of non compliance and followed up with communication as appropriate.

Administered prime contracts, subcontracts, and task orders from pre-award phase to closeout, including the management of contract modifications, tracking change orders and routine correspondence.

Was responsible for ensuring compliance with client specific requirements (supplier diversity), and federal contract regulations and various reporting requirements.

Managed hard copy archival in accordance with the documentation retention policy.

Tracked status of documents and commitments.

Assisted in responding to questions regarding RFP/questionnaires/surveys.

Updated and maintained tracking lists and databases.

Scanned contracts and entered data into Company’s contract repository.

Maintained contract cost structures in relevant Company systems.

Managed internal inquiries relating to ongoing administration of contracts.

Monitored contract terms with the ability to identify unique terms – i.e. payment terms, liquefied damages, rate increases, retainage, pay-when-paid clauses, lien releases/invoice backup requirements, prevailing wages, and volume discounts.

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Contract Administrator, Hewlett-Packard Financial Services, Murray Hill, NJ

October, 1999 To September, 2009

Subject Matter Expert to the Central Time Zone documentation team for the leasing of computer hardware, software, storage, IT procurement and related services.

Initiated new Process and Improvement documentation for IT asset tracking decreasing End of Lease return discrepancies.

Reviewed customer’s pricing, line of credit to budget allotment, keeping CFO informed.

Ensured customer requirements, time lines, expectations were communicated via New Project Package to all executive members.

Maintained customer asset level detail information for accuracy thru Excel spreadsheets and internal documenting systems for several major global accounts.

Managed all documentation in detail, as required, to pass SOX audit.

Negotiated MLA, MLFA and assisted in Global contract negotiations with legal department.

Adhered to Company and Customer requirements and guidelines as specified in the contract.

Obtained customer’s approval and sign off on project to finalize funding/billing and completed supporting checklist documentation.

Single point of contact for customers while partnering with FAM, Relationship Manager, Contract Services Specialist and Customer Service Collectors to resolve customer issues before, during and after installation.

97% of projects delivered on time and completed with 100% accuracy.

Trained new hires when additions are made to the team.

Case Manager, Lucent Technologies, Basking Ridge, NJ

November, 1997 to February, 1999

Investigated and resolved employee and customer concerns/claims on process or policy issues, utilizing Lucent’s Method and Procedures for the Eastern region.

Mediated between opposing parties to rectify process or policy issues through change or redesign as a value-added partner on Presidents staff.

Published process or policy dynamics in the form of reference materials for associates to access to clarify company guidelines.

Developed territory reports showing root cause analysis using Lotus Notes.

Attained 97% closure of cases in 10 days and 88% closure in two business days.

Managed cases escalated to senior level management with status, presented

documentation on possible process improvements, acted as project manager on approved cases, reassessed project after redesign.

Entrusted as the first to be advised when new initiatives where launched, in order to field and respond to concerns, while maintaining a high level of security.

Sandra J Szymanski, Page 3 of 4

Account Coordinator/OPI, AT&T/Lucent Technologies, Parsippany, NJ

February, 1990 to November, 1997

Developed training materials for Sales Team to insure correct documentation.

Coordinated the implementation of complex orders including planning, documenting, scheduling, monitoring and controlling projects to specific due dates with 97% on time.

Resolved possible project jeopardies for the assigned project team.

Interacted with General and Sales Managers, Account Executives, System Consultants, Technicians, FSAC personnel, Customers and Vendors throughout project stages.

Escalated project issues to upper level management.

Resolved customer satisfaction issues during and after install.

Ensured sales package integrity to company guidelines by reviewing contracts for verbiage, addendums, cross-outs, exclusions, discounts, products and delegation of authority, while partnering with legal.

Managed credit process for cash and leasing documents, UCC-1 and funding.

Managed billing to DOW objectives with a 91% rating.

Generated weekly sales revenue report for the General Manager.

Staffed 800# at the Call Center and acted as Manager on several occasions.

Sold upgrades and add-ons to existing customers from calls received via the 800#.

Education:

NEW YORK UNIVERSITY, Marketing Major (3 years)

MONTCLAIR STATE COLLEGE, New York Printers School

Lucent courses in: SAP, Lotus Notes, Microsoft Word, Excel, PowerPoint, Access, Outlook, SharePoint, Time Management, Offer Engine and Managing Conflict.

Previous use of Salesforce.com and Web Apps.

Current use of SalesLogix,JIRA, JAWS and Moo Magnifier for 508 compliance

Accomplishments:

Movieline Magazine, First Place, 300 word essay.

MGM Entertainment Award, First Place, Movie Script.

AT&T Achiever’s Club for Sales.

Kodak Award, Photography.

Implemented annual Yankee Day for team.

Managed Toy Drive for underprivileged children.

On communications team with AT&T for the 1993 U.S. Open at Baltusrol.

Sandra J Szymanski, Page 4 of 4

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