Customer Service Management

MONIQUE RIVIERE, PMP

**** ****** ******, **********, ******** 20774 • 301-***-**** • www.moniqueriviere.com • ********@*****.***

PROFESSIONAL PROFILE

. Former business owner with sharp technical and business operations acumen

. Enjoys learning and implementing new technologies and creative solutions to solve ongoing problems

. Thrives when used as a resource and can contribute experience and analytical skills to team’s overall progress

. Capable of handling multiple action items, including initiating follow-through communications and deliverables between

management and teams, vendors, and clients

EDUCATION AND PROFESSIONAL DEVELOPMENT

Howard University, Washington, DC

Degree Earned: Bachelor of Business Administration – Major: Computer-Based Information Systems December 1998

Coursework: Business Communication, Management, Marketing, Operating Systems, Relational Database Management

Systems, Systems Analysis and Design

Certifications: Project Management Professional (PMP®), Microsoft Office Specialist, Excel

Professional Training & Skills: Business Plan Writing • Doing Business with the Government • Management Skills • Presenting

Data & Information • Project Management • Team Building

Software: Actuate e.Report Designer Professional • Adobe Contribute • Constant Contact • Convio • Crystal Reports • Google

Analytics • Google Apps • Joomla • JotForm • MailChimp • MapInfo • Microsoft Access • Microsoft Excel • Microsoft Visio •

Navicat • Oracle (TOAD interface) • Quickbooks Online • Raiser’s Edge (Blackbaud) • Relational Database Management Systems

(RDBMS) • SAS (Basic) • SharePoint • SPSS (Basic) • SQL

PROFESSIONAL EXPERIENCE

Data Manager, Everybody Wins! DC, Washington, DC

08/2009 – present

• Manages development and operations of MySQL database and PHP mentor application to ensure optimal support of programs

• Directed project to migrate Raiser’s Edge data to custom web-enabled application

• Develops SQL queries and quantitative reports in response to ongoing data requests from program and development staff

• Analyzes data for specific incorrect data patterns and updates data in production database

• Coordinates database and website management activities with vendor and proposes solutions to improve program operations

• Ensures that development activities for proprietary software are completed by vendor according to specifications and

timelines

• Liaises directly with customers (directors, program staff, mentors) and vendor to understand and fulfill system

requirements

• Initiated website redesign meetings and developed design prototypes for management and developer

• Communicates project status and vendor status in relation to both quality and timelines to stakeholders

• Ensures integrity of system by implementing quality controls such as enhanced security and data validation

• Supervises and mentors database assistant

• Trains staff on new application functionality and developed a comprehensive step-by-step user’s guide

Franchise Owner, V2K Window Décor & More, Springdale, MD

12/2006 -12/2009

• Established corporation to operate an independent shop-at-home interior decorating franchise, specializing in window

treatments and serving residential and commercial customers

• Realized unusual profit in first two years, was awarded federal contracts totaling over $275k

• Consistently recognized as top 10 franchise of 200 operating franchises nationwide

• Oversaw daily operations, including purchasing, responding to federal government RFPs, outsourcing, and client relations

• Responsible for all business decisions including bidding and executing government and commercial contracts

• Developed effective marketing strategy utilizing business networking and partnering, internet advertising and home shows

• Trained and coordinated administrative and field personnel, able to work productively and effectively with all levels of

management

• Elected to Franchisee Advisory Council which informs corporate policy and is liaison between franchisees and corporate

Senior Consultant, Analysis, Research, Planning Corporation (ARPC), Washington, DC

01/2006 -01/2007

• Initiated overhaul of 50 management manual reports into automated routine, reducing error and turnaround by 85%

• Received raw client data in various formats, loaded into SQL Server, and transformed into consistent format for

statisticians

• Analyzed databases to identify data integrity issues, improve query performance, and data cleanliness

• Performed quality assurance and testing of data products requested by clients

• Evaluated solutions and make recommendations to management on process improvements and software tools

• Created procedures to streamline processes and help make department more efficient

• Gathered requirements from partners and analysts for reporting and database projects

Senior Database Analyst, Universal Service Administrative Company (USAC), Washington, DC 11/2000 -09/2005

Business Intelligence and Reporting

• Designed, implemented, and maintained enterprise-wide reports from company databases in SQL Server and Oracle

• Initiated project to create data mart to transform production data into clean, corrected format for reporting in SQL Server

• Developed stored procedures and views to optimize performance of database reports

• Oversaw ETL activities of DBA to export data from remote Oracle database server to local SQL Server

• Served as team lead/subject matter expert for Actuate environment, including system administration, application support

Resource Management

• Led and directed work of data analyst

• Maintained tracking system for all data requests and reported key metrics

• Procured and managed outsourced vendors, consultants, and other internal/external relationships

• Completed feasibility studies and labor resourcing prior to launching a reporting project/phase

Project Management/Systems Analysis

• Served as lead on reporting projects, exercising independent judgment to accomplish goals and meet deadlines

• Worked with team to evaluate and select business intelligence tool

• Served as liaison between user community in other company divisions and DBA group to facilitate communication during

projects

• Updated stakeholders through regular status reports and appropriate meetings

Customer Service

• Gathered user requirements from executive level to support staff for reporting and database projects

• Responded to internal and external data requests with a high level of customer service

• Regularly interfaced with outside parties, including Congress and FCC to provide regulatory reports

• Provided training and technical support to users of enterprise reports

Training Specialist, Claritas, Arlington, VA

06/1999 -10/2000

• Conducted national training classes on mapping and customer sales data analysis software applications

• Traveled to client sites to provide customized training and analysis of customer data

• Delivered post-training support to reinforce subject understanding and comprehension

• Designed and edited course training materials, handouts, and other technical documentation

• Installed and configured Claritas software on training computers

Independent Contractor, Washington, DC 11/1998 -02/2001

Served as technical consultant for non-profit organizations. Evaluated clients' needs and requirements, and recommended cost-

effective database solutions. Administered database profiles, trained end-users, and implemented MS Access database programs.

Provided ongoing support for data collection, storage, management, and reporting.

• Performed maintenance on existing MS Access databases to improve overall performance

• Developed standard report templates for future use

• Imported and refined data from external sources, making data entry virtually non-existent

• Provided end-user documentation, database maintenance, and support to end-users

AFFILIATIONS AND VOLUNTEER ACTIVITIES

• Leader, SEEK Career & Small Business Support, Restoration Praise Center • Member, DC Web Women • Leader, Technology

Services, Restoration Praise Center • Career Coach, Futures 4 Kids

• Member, Project Management Institute (PMI) • Résumé Reviewer, Women for Hire • Secretary, V2K Window Décor & More Franchisee Advisory Council (Past) • Volunteer Instructor, ByteBack, Microsoft Office (Past)

• Professional recommendations available online at www.moniqueriviere.com •

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