Customer Service Manager
Resume:
JILL COSTA
*********@*********.***
Experienced Business Intelligence Specialist with emphasis in:
Project Management, Business Planning, Process Documentation, Metrics and Analytics Manager, Operations Manager, Business Intelligence Analyst and Customer Service Manager
Accomplished, hands on Business Intelligence Specialist serving the market disciplines of telecommunications, high tech, grocery, banking, retail, nonprofit and manufacturing. Achieving results and finding solutions while maintaining the budget at companies such as AT&T, British Telecom, Save Mart, Cisco, Topcon and Wells Fargo. Innovative strategist, establishing rapport and credibility with diverse workgroups and management levels both nationally and internationally with a strong data analysis ability including process development, project management and documentation skills. Project management experienced and certified. Consistently performs with creativity, ingenuity and integrity.
Professional Experience:
Consulting and Contract Positions: 2006 to present
Project Manager – Save Mart Supermarkets 12/14 to 11/15
Managing projects of varying duration, difficulty and cost for Save Mart, Lucky and FoodMaxx
Ongoing management of on average 12 to18 projects simultaneously
Successfully gathered and documented Business Processes - Standard Operating Procedures (SOP’s) using VISIO to document
Using various tools to manage projects – Visio, MS Project, Excel, Word, Outlook, SharePoint
Writing Corporate Strike Contingency plan for all departments – Stores, and support organizations
Writing Disaster Recovery plan for corporation
Managed various continuity programs and other corporate marketing projects
Successfully developed project plans, oversight of departmental tasks and management of ongoing store pilot program for adoption of new FoodMaxx store management program
Elected Position – Board Member, Tracy Unified School District 8/10 to Current
Currently serving as Clerk of the Board on the Governing Board of Trustees for the K thru 12, Tracy School District of 17,000+ students, 2nd term
Chico’s 6/14 to current
Sales/store support - performing various store duties; Store visual set up, sales, promotion development and follow through, customer service, register transaction, lead sales performance, and various other duties to maintain store performance and personnel leadership
Programmer Analyst – E&J Gallo 5/13 to 10/13
Teamed with other IS and Chemistry personnel to create the 2013 Grape Assessment Lab Reports and program.
Wrote Requirements documents for all reports
Maintained Project Plan
Managed SharePoint documents
Provided training on SharePoint to Chemists and other user groups
Wrote test scripts and performed user testing
Developed Process documents
Updated reports parameters using SQL Navigator and maintained project calendar.
Also provided support to the team implementing the new Grower Management System by tracking, updating and publishing the task management file.
Lead Business Analyst – Topcon 6/12 to 4/13
Developed and implemented an automated field performance reporting system using Salesforce and SAP.
Analyzed, evaluated and summarized performance data of the key components of the existing equipment designs and Quality performance utilizing Warranty Repairs and Claims data, Sustaining Engineering failures data quantification.
Developed and implemented service performance measurements for Customer Service, Shipping and Repair dedicated to Business Units
Customer Service/Accounts & Project Manager – California Natural Products 8/08 to 03/09
Project manager for new customers, new products, and new product development to ensure each product was produced on time and within customer expectations and budget. Executive assistant support to the COO.
Supportive customer service and effective team leadership to manage sales pipeline for 10 new Aseptic customer’s packaging projects for an added revenue of between $300K to $750K as compared to approximately $150K in the same time frame a year prior
Key contributor, partnering with key organizational leaders to develop and author interface business processes between the manufacturing operations, quality and the administrative organization
Provided analytic reporting solutions
Program Management – Process and Architecture – Cisco Systems 6/07 to 12/07
Led business project in support of the PeopleSoft to Oracle conversion of all HR Processes at Cisco, partnering with more than 20 management process owners in the US, Asia Pacific and Europe theaters of operation
Authored HR process documentation to ensure that all “to be” documentation adhered to corporate standards, feasibility and usability
Maintained project documents online data base
Partnered with HR leaders to complete project milestones in a timely manner
ACULIX, Inc. - Business Intelligence Specialist 7/06 thru 12/06
Delivered value driven solutions in data analysis and training to customers, such as Wells Fargo and international online customers.
Authored customized results reports using business enterprise software
Setup dashboards with auto updating features eliminating the use of manual spreadsheets
Solved ongoing security issues between ProClarity and local networks.
Used Share Point to publish data reports thus eliminating multiple security verification procedures
Rewrote local ad-hoc reports to standard ProClarity queries incorporating auto update features and utilized dashboards and graphs providing visual representation of data sets
Wrote and delivered ProClarity/SQL Server 2005 analyst and administrative training for Canadian online gambling customer and for a retail customer
Career Employment:
AT&T
Senior International Operations Process, Data & Metrics Manager (2001 – 2006)
Data report design, implementation and administration of ProClarity and SQL Server 2005. International technical process documentation and Satellite Network Engineering.
Project managed the integration of division wide business intelligence solution, resulting in real time data analysis availability to over 100 management users and 10 direct analysts.
Authored and published weekly web based analysis reports and presentations to 5 Division Managers in support of effective business decisions. Summary reports were written and developed in Excel with pivot tables and macros.
Built and administered personalized reporting tools enabling quick turn around on analysis requests.
Developed and wrote in depth analysis presentations of KPI achievement to VP level to facilitate understanding and consensus using Power Point in a face to face environment.
Automated data analysis reports and trending documentation leading to increased division performance by utilizing ProClarity, Excel, and OLAP online publishing.
Created and delivered training to end user group of ProClarity Professional Business Intelligence System, creating highly efficient users. Technical support of system and users.
Created process documents for satellite video implementation of Olympics, facilitating delivery to NBC for worldwide broadcast. 4 Olympics
Negotiated redesign of satellite provisioning and maintenance process resulting in first year cost savings of over $100K and improved quality and efficiencies.
International Operations Network Process & Project Manager (1999 – 2001)
Created all satellite process merger documents for AT&T/British Telecom, telecommunications joint venture, known as Concert. Project manager for multiple ongoing process improvement endeavors.
Authored and maintained International Satellite process documents creating an integrated working environment of the joint venture.
Led a multi-departmental task force creating improved processes, cutting delivery time of international satellite service.
Successfully collaborated in cross culture environment to project manage implementation of new service offerings providing on time, in budget delivery.
Developed the process and implemented mock audits achieving 100% success of site maintenance of ISO 9000 Certification.
Project managed the installation of the inaugural Ocean Direct Service providing US Military personnel instant personal communication services from ships and foreign countries.
International Satellite Earth Stations Operations Manager (1993 – 1999)
Oversight of all (8) International Satellite offices. Successful in organizing and controlling diverse activities/workflow of a multi-functional environment.
Provided leadership to successfully certify and maintain the certification at all locations in the ISO 9000 Program.
Implemented Work Place of the Future program by partnering with CWA Union Management fostering a more collaborative work environment.
Managed five supervisors and their workforce remotely saving the corporation money and allowing for independent entrepreneurial relationships.
Effectively leveraged knowledge and resources to write and implement Business Plan for the Satellite Training Center in Melbourne, Florida, providing state of the art training to all technicians.
Engineering prior to 1993
Designed telecommunications central office equipment installation, changes and removals of equipment for Microwave Radio and Power systems at Western Electric/AT&T. Managed all AT&T engineering projects for Western Region, Satellite projects plus Capital budgets for AT&T of Puerto Rico and the Virgin Islands.
EDUCATION AND CERTIFICATIONS
Master’s Certificate, Project Management, George Washington University, W. DC
Business Management, University of Phoenix
AA, Agricultural Biosciences, Sierra College, Rocklin, CA
ProClarity Analytics Trainer, Analyst Certified, ProClarity Corp. Boise, ID
Critical Incident Stress Management Counselor and Certified Disaster Relief Chaplain
Master Certification, Governance, CSBA
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