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Project Manager - Customer

Location:
Issaquah, Washington, United States
Posted:
October 21, 2016

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Resume:

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



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