UMA A. COIMBATURE, MBA
https://www.linkedin.com/in/umadev Phone: 425-***-**** Email: acw6dr@r.postjobfree.com:acw6dr@r.postjobfree.com
Project Manager Business Analyst Customer Specialist
Effectively manage customer projects with stakeholders from inception to successful completion using Agile methodology. Compile, prepare reports on customer data, analyze and present the results to the leadership team. Improve peer productivity by bringing operational excellence to customer success team. Possess highly-developed organizational, bias for action, and cross-functional collaboration skills. Strong customer obsession, and maintain highest standards.
SKILLS
Project Coordination/Management
Analysis and Reporting
New Business Development
Performance Optimization
Profitability Improvement
Customer Specialist
Agile Methodology
Result Driven
Executive Presentations
Skilled Communicator
Website Content Creation
Vendor Management
User Research
Expert Collaborator (Local & Offshore)
Recruit, Monitor and Coach
Software – Microsoft Office- Word, PowerPoint, Advance Excel (Pivot table etc), Outlook, Jira, Confluence, website development (HTML), CRM tool (Zendesk, Parature), GoodData, Insight, Basecamp, 7Geese, and Asana
Current - Pursuing Database Business Intelligence (DBBI) Developer Certificate Program at Bellevue College Continuing Education
CAREER EXPERIENCE/HIGHLIGHTED CONTRIBUTIONS
Perion Network Ltd (Smilebox) Redmond, WA April 2008 – January 2016
Reporting to the Director of operations.
Perion’s flagship consumer product, Smilebox, transforms the way people share life’s moments by empowering them to connect in creative ways that brings joy into every day.
Senior Project Specialist, Customer Success Team: September 2012 – January 2016
Brought operational excellence to support, saving $97,000 per year; created multiple support systems using CRM tool Zendesk to cut cost and implemented constant improvements, integrated Zendesk with third-party programs like Formstack, Zopim and MailChimp
Analyzed data, mined and prepared reports using Zendesk Insight, GoodData, and Excel Pivot tables; studied the trends and presented the results to the leadership team
Reduced refunds and recovered back 5% of our customers by building a customer recovery program to retain customers wanting to cancel the service
Maintained a deflection rate equal/above 97.5%; provided the best service by redesigning the support website (http://support.smilebox.com), authored and enhanced knowledge base articles
Resolved 90% of the customer issues within a day by effectively collaborating with QA and Development teams; addressed bugs using Jira, Confluence, and Asana to prioritize and present issues using Agile methodology
Stimulated company growth, analyzed customer inquiries, design feedback, informational surveys along with conducting A/B testing; contributed ideas towards new product/service, marketing strategy, research and planning; example: Introduction of RSVP, Multi-music designs, PASH, VioletWeddings and more
Lowered the chargeback rate below the 1% threshold, saving over $12,000 per month in overage fees; re-engineered and executed 24/7/365 phone support system, that was fully integrated with the existing support system
Senior Customer Specialist, Customer Success Team: April 2008 – September 2012
Hired and trained personnel on Customer Success team, for streamlining customer-inquiry processes to improve efficiency
Developed Macros (quick responses) for the CS Agents to employ; helped increase quality and speed of responses, resulting in a ticket turn-around reduction to four hours non-peak and one day on peak season
Provided highest level of online technical support, handling critical questions, up to 500+ response tickets per week
ADDITIONAL EXPERIENCE
PVD Enterprise\LWSD Sammamish, WA 5 plus years
Founder of small business and Technology Instructor
Helped small entrepreneurs develop their own websites
Lake Washington School District (LWSD) Technology Instructor; conducted Tech-Club programs in five elementary schools, leading several students to win website awards in national contests
Boys & Girls Club, Sammamish, WA, Science and Technology Camp Instructor; devised and spearheaded a Science and Technology summer camp, developed the syllabus and conducted the summer science and technology camp, which became instant success and continues to generate revenue
SunTrust Banks Inc. Richmond, VA 2.5 years
Trust Securities & Corporate Action department. Reported to the Assistant Vice-President.
Used SEI system (banking application).
Developed and suggested new ways to create various reports, forms and procedures on error control and reconciling accounts, providing management with insights into minimizing banking errors
Assisted trust customers with various day-to-day corporate actions; which consisted of mergers, stock splits, tenders, spin-offs, class action suits, rights and warrants offered, stock dividends conversions and exchanges etc., prepared and analyzed results of various corporate actions
Directed the Securities order processing and execution, with strict emphasis on accuracy and timeliness
EDUCATION
Current: Database Business Intelligence (DBBI) Developer Certificate Program - Bellevue College Continuing Education, Bellevue, WA, USA
Masters of Business Administration (MBA) - International Business, Long Island University, New York, NY, USA
Bachelor of Commerce - Costing and Advanced Accounting, Sri Sathya Sai University, Puttaparthi, India
Web Design (GPA 4.0) - HTML and Front Page, ASP, Graphic Designs, Flash, Visual Basic Certification, UW Professional and Continuing Education, Seattle, WA & J Sargeant Reynolds Community College, Richmond, VA
ACHIEVEMENTS
Perion - “Employee of the Quarter” in 2015
PVD Enterprise - reviewed in “Sammamish Review”
SunTrust Banks - “Champion of the Month” 11 out of 12 months, for absolute error-free work
Education - MBA with honors, 3.86 GPA
VOLUNTEER/OTHER
IAWW (India Association of Western Washington) - 5 plus years. Executive Board Member- organized and managed several events such as 25th anniversary celebration, Camp Bharat for 200 kids age 9-16 at Whidbey Island, and many more. Acted as MC (Master of Ceremony) in functions to promote Indian culture and raise funds. Built the IAWW website, and managed the email communication with members
American Red Cross - 5 plus years. Mass Care Shelter and Feeding Associate- Provide humanitarian relief
CERT (Community Emergency Response Team) - 5 plus years. Member of disaster team
Sathya Sai Service org - 5 plus years. Teach value based education, and run programs to help needy
Languages – Conversant in five Indian languages; translator for Hindi, Tamil, and Telugu