Operations & Project Leader with Customer Focus

DENISE HARRIS

C: 678-***-**** E: ****************@*****.*** L: Loganville, GA

PROFESSIONAL SUMMARY

Results-driven leader with a strong customer focused background in Project Management and Operations customer. Driving operational excellence, managing cross-functional teams, and delivering high-impact projects in fast-paced environments. Proficient in web-based systems. Known for building strong client relationships, streamlining processes, and resolving complex issues with efficiency and professionalism. Skilled in leveraging CRM systems, data analysis, and collaborative leadership to achieve organizational goals and enhance customers’ experience.

CORE COMPETENCIES

CRM Sales Force Tableau NICE Dimensions Avaya Microsoft Office Project & Operations Management Strategic Planning Interpersonal Savvy Builds Network Manages Ambiguity Drives Engagement Escalation/Incident Resolution Data Analysis/Reporting Process Improvement/Efficiency Communicates Effectively Business Insight

ACCOMPLISHMENTS & ACHIEVEMENTS

• Streamlined order processing at The Home Depot, reducing errors and improving efficiency. Resulting in 1% or less reorder rate.

• Spearheaded incident response improvements at CareerBuilder, reducing downtime by 20%.

• Led customer success initiatives at Hewlett Packard, enhancing service delivery.

• Improved workflow automation, resulting in significant time and cost savings.

PROFESSIONAL EXPERIENCE

The Home Depot – Atlanta, GA

Services Coordinator 2023 – 2025

Accountable for driving action on 2 million plus in sales and installation for the Northern Division BSC Ordering Department

Responsible for data entry of orders from point of sale and analyzing sales documents for accuracy to ensure a positive customer experience by resolving issues for job completion.

Ensure orders are processed within the service level agreement.

Act as liaison between sales, installation teams, and vendors to resolve order issues.

Connect on weekly job movement calls to improve monthly cycle time.

Utilize Salesforce and Lead Management System to streamline workflow and improve customer experience.

Verify orders, check product specifications, and monitor shipments for accuracy and completion.

Proactively address and resolve issues impacting job completion.

Process purchase and work orders, ensuring proper documentation and accuracy.

CareerBuilder – Buckhead, GA

Incident Management Analyst 2021 – 2022

• Led incident management efforts to prevent and mitigate service disruptions.

• Coordinated issue resolution between engineers and key stakeholders.

• Provided in-depth reporting, trend analysis, and data insights for continuous improvement.

• Ensured effective communication across teams for real-time incident updates.

• Managed workflow processes using JIRA, Confluence, Zoom, Tableau, and Okta.

Hewlett Packard – Alpharetta, GA

Custom Support Manager 2009 – 2020

• Led customer case management and provided escalation support to ensure service excellence.

• Collaborated with technical teams to drive issue resolution and process enhancements.

• Conducted post-incident reviews to identify improvement areas and optimize workflow.

• Managed reporting and data analysis using SAP Web Intelligence.

• Ensured proactive communication with stakeholders, minimizing service disruptions.

Critical Event Manager

• Managed critical customer incidents, coordinating troubleshooting efforts with technical teams.

• Acted as primary communication liaison for major service disruptions.

• Provided leadership in case management and process improvement initiatives.

• Mentored new hires, ensuring skill development and knowledge transfer.

Technical Account Manager, Cisco OEM

• Delivered technical support for Cisco equipment, analyzing faults and coordinating solutions.

• Troubleshot ProLiant servers, reviewed reports, and facilitated parts ordering.

• Served as team-lead, overseeing scheduling and mentoring new hires.

GTECH – Albuquerque, NM

Computer Operator III 2003 – 2009

• Provided technical troubleshooting for lottery equipment and retailer networks.

• Monitored systems for over 1,000 retailers, ensuring seamless operations.

• Managed hotline support and system processing in a 24/7 work environment.

Additional Experience

• IT Administrator Taylor Communications – Albuquerque, NM

• Production Control Coordinator / Lead Operator Furrs Supermarket, Inc. – Albuquerque, NM

EDUCATION & CERTIFICATIONS

• Coursework in Information Technology – Central New Community College, Albuquerque, NM

• ITIL v3 Certification

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