Project Manager Customer Service

GINGER RIVERA

E-mail: ********@*****.*** Cellphone 408-***-****

OBJECTIVE

IT Technical Project Manager

SUMMARY OF QUALIFICATIONS

Over 15 years of experience managing business operations and customer service with diverse technologies. Strengths include implementation and maintenance of a state-of-the-art customer sales & service organizations. Successful in resolving customers concerns in both corporate and field environments world wide. Innovative strategist with proven ability to identify, launch and manage products and services in both emerging and established markets. Demonstrated competence in start-ups and Fortune 500 organizations. Awards for Total Quality Management.

CORE CAPABILITIES INCLUDE: - Project Management, - Business planning and financial analysis, - System development and integration, - Customer Service Relations, - Business Analysis, - Strategic Thinker, - Organization, - Call Centers Design – Telecommunications - Planning, - Team Building, - Coaching. CORE TECHNICAL SKILLS: C++, Agile Scrum, Azure/AWS, Concur, Ecommerce, Java, Jira, Kanban, Rally Tool, Brio, Confluence Jira, Data Quality, Java, HTML, HP Quality Center, HP Networking, Netsuite, Project & Portfolio Management Center, Salesforce, SAP, ServiceNow, Sharepoint, Snowflake, SAP ERP, Oracle CRM/ERP, Information systems/technology, Remedy CRM, Rightnow Technologies, Procurement & Planner, Warehouse Management, Teradata, Certified Remedy Admin, Oracle, Salesforce ERP/CRM System Administrator, Owner of Private business.

ACHIEVEMENTS

DEFINED a Customer Technical Assistance Center 24x7; supported structure that provided simultaneously 3 levels of customer support from Interactive Voice. Understood clients existing needs; products and services; wrote business processes; designed CRM system; IVR (Interactive Voice Recognition) and messaging system; designed website for each client. Results: Providing care representatives a screen with customer data transferred to the agent from data captured from the caller information gathered by the system. Achievement provided the best of breed technology for the implementation of a Corporate Customer Support for architecture for telecommunications, were able to choose which environment best suits their business processes and requirements to save the client time and money.

IMPLEMENTED a WEB self help portal capability including knowledge management system for a various customer projects including networking companies. Designed & Architecture; created layout; mapped the fields to ERP / CRM system; designed entry port for customers; Designed user guide for training purposes of navigation; created knowledge management system for frequently asked questions (FAQ’s); implemented architecture design. Results: Allowed our customers to be able to view service requests, view order status for shipped and open orders, review warranty and service contract entitlements and financial account summary. Resulted 35% call deflection within 60 days. Knowledge management provided a reduced ticket aging from 41 to 18 days. Ticket volume increased from 250 to 560 a month.

IMPLEMENTED Order Management for Remedy and Oracle for a various customer sites. Provided the company support for both B2B consumer order / demand; capture and fulfillment applications for Oracle to Cash, Installed base, and service contracts renewals. Provided product reference Information handling, over / under shipments, tolerances, returns, order changes, order cancellations, credit checking, accounts receivables, holds and release drop shipments, freight and special charges, and invoicing. Results: Achievement enabled the company to pass detailed workflow activities and streamlined flows to provide revenue accuracies. Received Remedy and Oracle system administration certification.

PROFESSIONAL SUMMARY

Safeway Corporation, Pleasanton, CA IT Senior Technical Project Manager 8 years

VMWare, Inc., Palo Alto, CA IT Project Manager 6 Months

Cisco Systems, Santa Clara, CA Business Ops Mgr 7 Years

Sipex Corporation, Milpitas, CA Procurement Manager 7 Months

eSilicon Corporate, Sunnyvale, CA Procurement Manager 1 Year

Boomerang.com, Palo Alto, CA. Director Customer Care 1 Year

OAO Technology for Cisco Systems, San Jose, CA Business Consultant Analyst 6 Months

Riverstone Networks Inc., Santa Clara, CA Business Operations Manager 2 Years

Valiant Networks Inc., San Jose, CA Customer Care Manager 1 Year

EDUCATION

BS Equivalent

Certificate in Accounting, Heald Business College, San Jose, CA.

GINGER RIVERA

CAREER DETAIL - pg.2

IT Senior Technical Project Manager

SAFEWAY Corporation, Livermore, CA July 2015–Aug 2023

Deploy the new IBM Supermarket Application (Application Client Server Environment (ACE)), upgrade the POS Hardware (Printers, Terminals, Controllers) at all US Safeway store locations.

Manage the conversion of over 2300+ Safeway and Albertsons Stores along the Fuel sites with a new solution.

Successfully managing the system implementation of Oracle EBS interfaces from the billing systems OCS & CCB. Accounting & Finance projects that add value to direct clients within the finance, accounting, and operations. Support Oracle EBS/ERP Install base, QTC, O2C, and I2C invoicing payments. Oracle Fusion cash modules(OSS, SO, AR, GL). Responsible for day to day management of billing activities improvements, support on billing process, for any technical and non-technical issues.

Global Retail Operations, Finance AP/AR, Data Management, Strategy planning, Supply Chain Procurement & planning, Ecommerce for in the cloud retail projects in SFDC, payment, and collections systems, fulfillment and warehouse management for retail global grocery companies. Provide coordination for projects testing QA, and UAT testing, for preparation of release deployments.

Prepare monthly invoice financial reports in Lawson system, work with Netsuite, Concur, review contracts, work with legal, support finance team for submission of invoices in ERP system for wholesale division. Identify risks and issues.

Work for VP of IT Supply Chain and Retail organization, manage resource allocations, training, lead, interviews, retain resource growth, manage project financial budget approvals including change management, forecast and actuals, financials fiscal year end activities, manage quarterly budgets, forecast reporting, capital, and expense reporting.

IT headcount, planning and tracking for monthly trends and yearly planning, vendor management and supply chain procurement purchases, business partner management, capitalized labor analysis, accrual support for IT PMO through various financial planning and analysis tasks. Manage Agile projects Jira, Kanban, Java and Sql, and Scrum Master backlog activities.

IT Project Manager-Consultant

VMWare, Inc., Palo Alto, CA Nov 2014-Apr 2015

Manage projects through full project lifecycle Waterfall & Agile (SDLC), including helping the stakeholders resolve issues regarding requirements definition, defect triage and management, performance testing and code deployment. Work with various SCRUM development teams to meet Agile milestones.

Establish proper governance, practices for the project, including decision making, escalations and project steering committee.

Manage Ecommerce and 3rd party portal Projects, strategy planning, budget, including tracking actuals, updating forecasts, submitting accruals, tracking capital dollars for internal software projects. Work on Projects as they relate directly to organization revenue, defining credit check rules, Oracle Order to Cash, automatically prevent shipping of products to customers with unacceptable outstanding credit exposure, expenses, cash flow, long-term investments, and reporting.

Develop and manage Project Plans, manage project scope, milestones, risks and issues with mitigation plan.

Step in as a Business lead to take on the Resource allocations, Networking, Partner Portal software projects working with the sales operations team, OM, Accounting & Finance, Sales Quoting Process and Solutions, Java & Sql queries, provide testing and support using Oracle EBS/Sales Force(SFDC). Maintain Sharepoint and Jira site for Project Status communication. Onboarding new members for testing new methodology.

Followed established SDLC processes. Establish entry and exit criteria to integrate with QA, Performance, and UAT Deployment activities. Document results and recommend standards provided within SDLC methodology.

Support Change Control process, manage Change requests from stakeholders hold weekly review meetings for Control Board governance process. For any changes to scope, budget and schedule.

BUSINESS OPS Mgr – Project Manager

Cisco Systems, San Jose, CA Jan 2007–Oct 2014

Manage a project software releases delivery every month, quarterly, providing support for gathering business requirements, document and communicate the infra networking, strategy planning marketing projects plans and project schedule to stakeholders and detail tasks involved with migrating code through the development, test and implementation cycles. Emergency builds and system implementation, scheduled release implementations. Manage and lead a team of resources for business acumen, Accounting & Finance, Oracle EBS/ERP, Order to Cash, I2C, Installed base, Supply Chain, Procurement, and Service Contracts Renewals.

Manage 3rd party Marketplace with marketing social media, online campaigns, cloud services, data analytics and mobility.

Work with cross functional teams, teaching data management governance in classroom setting, onboarding and lead a team of business analysts, subject matter experts, technical and functional architects, teradata specialists, quality assurance testers, trainers, and support staff. Provide user guides/training to sales force users globally.

GINGER RIVERA

CAREER DETAIL - pg.3

OPERATIONS/ACCOUNT MANAGER – Start-Up

Centerbeam Inc, San Jose, CA 2006-Dec 2006

Provide streamline sales business processes for reconciling SAP invoice processing to the customer. Assessing overall performance to goals. Developing appropriate company policies and makes sure they are meeting Sarbanes and Oxley. Manage customer service issues with the customers on billing and invoicing. Provide a significant company-wide financial impact and also played a key role in creating an effective interface (personal and/or machine) between the company and its customers.

Manage 3rd party vendor for Oracle ERP/CRM design workflow changes.

Manage 2 customer service representatives.

PROCUREMENT MANAGER – Start-Up

Sipex CORPORATION, MILPITAS, CA 2005-May 2006

Monitor sales ordering system to ensure accurate receipt and booking of sales orders within Oracle 11i. Follow Sarbanes Oxley Section 404. Write new and change sales order process for preparation of gap analysis on system integration for Electronic components. Manage a team of Customer Support representatives for oversee purchasing who buy, sell and distribute products and services. Onboard and build relationships with new suppliers. Process purchase orders and requisitions. Document process and procedures.

Negotiating contracts for consumer products. Manage Oracle Order Management, purchasing, Service Contracts negotiation and System Administration CRM Call Center Right Now application. Provide global support for all sales offices.

Manage Customer Accounts for any inquiries, billing, sales orders, supply and demand forecast and provide customer satisfaction for all Partner Portal Project activities. Provide Customer Success support.

Manage System integration for complex infrastructure components.

Work with 3rd party manufacturers on supply chain and demand activities. Maintain supply chain inventory, placing orders, inventory replacements, for large volumes.

PROCUREMENT MANAGER – Start-Up

Esilicon CORPORATE, SUNNYVALE, CA 2004-Aug 2005

Plan and coordinate customer service tasks, support design and sales activities ensuring proper distribution of assignments; set priorities and inspect work to ensure standards of quality are maintained; Manage customer orders, order management, Sales Force, Oracle purchasing, service contracts, supply chain, processing RMA’s and communication work flow on a daily basis for electronic components.

Process purchase requisitions for products. Work with 3rd party suppliers on contractual negotiating prices.

Support Sales team on forecasting, reporting, and support high profile Customer Account Management.

Communicate effectively and foster strong relationships with business users and stakeholders. Own, lead and

drive all project activities through the Project Life Cycle to ensure successful and quality, on-time, and on-

budget delivery of their project(s).

DIRECTOR CUSTOMER CARE – Start-up

BOOMERANG.COM, PALO ALTO, CA 2003- August 2004

Collaborates with senior management to drive company and department strategic email marketing initiatives, creating delivery practices and tactics throughout the Customer Care organization. Build a Customer Care start-up ASP environment sales and service profit centre reporting to CEO. Manage a team of Customer Care representatives to support requests for Email Marketing.

Define service contracts and manage salesforce.com for marketing and sales teams, provide teaching on usage on salesforce.com. Create user guides for training purposes.

Define and develop customer relationship management tools, call management software application, build innovative customer care operational workflows.

Defines competency requirements of staff; MBO’s, recruits, people management, interviews, hires, budget and forecasting and develop staff.

BUSINESS CONSULTANT ANALYST

Cisco Systems Inc. – Consultant 2003-September 2003

On Contract Assignment for Cisco Systems Inc., San Jose, CA - Consultant support for the Oracle 10.7/11i environment for Sales Force, Order Management, I-Procurement, Service Contracts, Order Fulfillment and Logistics.

Manage and support Monthly, Quarter/Fiscal year end software releases of ERP.

Provide analysis and solutions for ERP business systems issues.

Manage and support Oracle ERP/IC Engine, System Administration and provide GAP analysis.

Support product, system configuration.

LiveLink Administrator, update documents for Marketing and IT organization

Manage and support Oracle setups, Oracle Order Entry, and Oracle 11i implementation.

Provide ERP regression testing for Order Management, Supply Chain, Order fulfillment and Logistics World Wide support.

Received Certificate of Achievements within 4 months on the job.

GINGER RIVERA

CAREER DETAIL - pg.4

BUSINESS OPERATIONS MANAGER

Riverstone Networks Inc., Santa Clara, CA 2001 - 2002

Manage 24x7 operations, 18 Technical Support Engineers, deliver 3-tier customer global networking support worldwide. Provide recruitment and work with HR on providing onboard new hire training program.

Achieved ISO Certification in half typical timeframe. Manage Apropos, Telecommunications and System

Administration Remedy CRM environment; Oracle 11i System Administration, Order Management, I-Procurement, System Administration ERP/CRM, Oracle I-Support, Service Contracts, Purchasing, Manufacturing and Oracle financials implementation. Provide training of Oracle Portal modules and coordinating requirements with IS. Responsible for documenting all ISO Certified process for services and supply chain in electronic components. Provide management with reporting metrics for customer orders and RMA’s disposition. Manage RMA inventory at service depot locations.

Implemented a development of web site application with web self help support capabilities including a Knowledge Management System, resulting in a 35% call deflection within 60 days.

Manage 3rd party RMA service depot centers.

Manage System Infrastructure Integration Solution for Sales, Service and Finance organization on identifying gap analysis, system integration processes, manage timeline, issue log, testing, and deployment.

Implemented report metrics, executing increase customer satisfaction survey ratings from 2.9 to 4.6 and reduced ticket aging from 41 to 18 days, while ticket volume increased from 250 to 560 per month.

CUSTOMER CARE MANAGER/ACCOUNT MANAGER – Start-Up

Valiant Networks Inc., San Jose, CA 2000 - 2001

Defining, supporting and building the 1st, 2nd and 3rd tier Outsource Customer Care support organization with SAP system for sales & service operation. Manage a team of accounting staff for key milestones.

Developing web site strategy to ensure a high degree of customer satisfaction.

Overseeing Customer Care personnel to ensure quality customer support.

Serving as a liaison between development and customers, and manage accounts. Work with finance and accounting for headcount forecasts.

Manage customer pricing structure for business partners from service contracts.

RMA requests for customers for returns & exchanges. Train new employees RMA process, provide Visio workflow on RMA processes. Interface with customer and supplier for RMA resolution. ECO coordination write business processes.

Manage Apropos Call Center Application, and provide system administration for Remedy 4.5. Implemented crystal reporting and design report charts per customer request. Responsible for daily, weekly and monthly reporting.

Manage Oracle Order Management activities, I-Procurement, and Oracle Financials.

Develop Web application Projects, Knowledge Management, Project Plans, accounting, telecom, purchasing, and engineering.

COMPUTER KNOWLEDGE:

Windows, Google sheets, XP,Vista, MS Office Suite: Outlook, Eudora Pro, Lotus Notes, Word, Excel, PowerPoint, Access, MS Project, Quickbooks, and Visio.

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