Customer Service Project Manager

IRIT ANAVIM

347-***-**** *** Gold St, Brooklyn, NY, 11201 **********@*****.***

Qualifications

Superior track record in senior project management and business development

Substantial experience in leading sizable cross-organization and international projects, including working cross-functionally with product, marketing, supply, customer service, business performance management, finance and other teams to develop and deliver a project from inception to completion

Experienced in launching business units and products and negotiating with third party partners and vendors, including the negotiation of commercial terms and set pricing, budget allocation and management

Proven leadership and people management skills

Data-driven and analytical approach to management; action and detailed-oriented

Excellent interpersonal, verbal and written communication skills, team Player Professional Experience

2013 - Present: VeriFone Inc, New York City, NY

Sr. Technology & Business Development Project Manager Facilitating and enabling growth in various domains, including mobile, by establishing and improving processes and initiatives, driven by current demand and strategic planning. Work closely and report directly to the COO.

Leading multiple markets in North America to launch new business and develop existing ones. That includes managing new technical implementation and operational deployments, serves as a point of contact for clients and local regulators, engaging with third party companies and negotiating with local and international vendors,

Managing a team that provides continuous and on demand analytics to the various business owners, including finance, sales and operation to allow in depth and high level visibility and improve decision making

Heading the integration of an acquired company in respect to all the financial, accounting and clients’ transition. Working closely with finance, sales and R&D to allow seamless and fruitful adaptation of the acquired business into the current processes and procedures

Heading the end to end process implementation in Sales Force for the sales, customer service, technical support and deployment departments

Establishing new teams and implementing processes within the organization including collection, monitoring and release management, telemarketing, contract management, technical writing and inventory management

2011-2012: vdiscovery Inc, New York City, NY

Senior Project Manager

Was responsible for setting and maintaining policies, standards, and practices that were consistent with the company’s current and future needs, goals, and objectives. Worked closely and reported directly to the CEO.

Implemented a project management tool for the electronic discovery department that included gathering requirements, design, recruiting and working with development, training the users and maintaining the application

Researched and implemented multiple projects that involved sales, customer service and accounting departments

Recruited and trained new employees

Oversaw and implemented work processes for large client projects 2009-2011: Verint Systems Inc., Herzelia, Israel

Project Manager, Analytics Enablement, Witness Actionable Solutions Led all multi-lingual development projects related to the Verint Speech analytics product. Responsibilities included: client-facing and field initiation, interfacing with external vendors, managing the communication with various development teams within Verint, and ultimately delivering the model to the customer, including training and support.

Interfaced with customers, partners, R&D and various field divisions

Managed Technical Engineers, in addition to recruitment and training of short-term employees

Managed project budgets. Worked closely with purchasing, finance and accounting departments 2006-2009: HP Software R&D, Yahud, Israel

2007-2009 Project Manager, COST (Customer Oriented Scenario Testing) Project manager for R&D relating to “Software as a Service“ for HP Business Availability Center products, in charge of adapting the line of products for SaaS characteristics. Collected customer and technical development requirements and led the QA activities, served as key point person between the services and the various R&D groups. In addition, was in charge of improving the product by collecting feedback and customer understanding during short-term and long-term projects with BAC customers and field personnel.

Managed ongoing and short-term QA Projects

Provided “End-to-End” customer perspective (from design phase) of strategic areas and new features

Proactively focused the organization on problematic areas based on field feedback

Was responsible for customer usage survey including distributing results within the organization worldwide

Delivered BAC End User training at various customer locations abroad 2006 - 2007 QA Engineer – ITSM (IT Service Management) QA engineer in the IT Service management and QC teams. Was in charge of testing the integration between all Mercury products. Responsible for communication with various QA and development teams in Mercury and supporting the field with the installation and the upgrade of the integration.

Was responsible for designing and implementing new QA methodologies and processes based on customer usage of Mercury’s integration solution

Acted as a Professional Services Engineer and consultant in customer engagements abroad

QA Engineer for the Quality Center product. Performed functional testing for various features and delivered on-site training for customers abroad.

2002-2005: United Postal Services (UPS), Ramat Gan, Israel Quality Control Service Team Leader; Call Center Team Leader; Quality Control Service Supervisor; Customers service representative

Led the quality control activities in UPS in addition to managing the call center shift managers. Managed the training program for customer service representatives and was responsible for the recruiting process for new employees, from the interviewing stage through to the completion of their training

Managed a team of 13 customer service representatives

Established the Quality Control team in UPS customer service, introduced new processes and methodologies to train and to measure representatives performance, proficiently and sales capabilities Education 2008 - 2011: Bar-Ilan University,Israel Completed coursework towards an M.A. in Conflict Management and Negotiation. 2002-2004: Interdisciplinary Center Herzeliya, Israel

B.A in Business Administration

Graduated Magna Cum Laude

Business Management major and specialized in Information Technology and Entrepreneurship at the RRIS (http://www.rris.idc.ac.il)

Competitively selected for the prestigious Zell Entrepreneurship Program (http://www.idc.ac.il/zell ). Wrote a detailed, professional length business plan and presented it to venture capital representatives in the US

Military Service 1998-2000: Office administration manager for Operations in the Armor Division Technical Skills and

courses

Project Management course certificate (provided by SMART company)

Presentation skills course (provided by Barry Katz)

HP STARS program certificate

QA Methodologies (ISTQB Certificate)

Database: Microsoft SQL and Oracle

ITIL 3 certificate

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