Sales Customer Service
Resume:
MARGO LANGLEY
Dana Point, CA ***29
Phone 949-***-**** E-mail ************@*****.***
Highly committed, knowledgeable, organized, team oriented professional with extensive experience working in all areas of Retail Systems and Customer Service.
SUMMARY OF QUALIFICATIONS
• Expert in business process and software development life cycle, including requirement analysis, process improvement, development, detailed test plans, system testing, training, and implementation of software applications
• Excellent logic skills used to quickly understand business flows, system flows, identify problems, improvements, and project the impact of changes
• In-depth knowledge of Global Store Systems, Global Sales Audit Systems, and Global Merchandising and Inventory Systems
• Excellent communication, analytical, documentation, presentation, interpersonal, and mentoring skills
• Expert at managing multiple projects simultaneously
TECHNICAL EXPERIENCE
Hardware: Personal Computers, Fujitsu, IBM and NCR POS and Back Office Server Hardware, AS/400
Software: Richter Merchandising/Inventory System, NSB Coalition POS Software, NSB Sales Audit System, NSB CRM Analytics, Toad for Oracle, Windows Based POS Software, IBM 4680OS/GSA Version 1, IBM 4690OS/GSA Version 2, JDA Merchandising and Accounting, Island Pacific Merchandising, Premenos POS Software, Microsoft Office applications (Word, Excel, PowerPoint, Visio), Mercury Quality Center (Test Director), Citrix Web Access, BMC Help Desk Express (Magic), Journyx Time Sheet
PROFESSIONAL EXPERIENCE
Sr. Retail Systems Business Analyst, Project Leader - Liz Claiborne, Inc. (9/2002 to 2/2009) Systems Development / Integration / Implementation / Support
• Liaison between the Retail Systems Group, Wholesale Systems Team, Finance Systems Team, and business partners during high level review sessions to derive and execute action plans, meeting deadlines, and standards for current and future project phases surrounding ROI, gap and risk analysis, business process/workflow, development, quality assurance, training, and implementation
• Managed and collaborated with 3rd Party Vendors in the areas of software development, testing, and implementation while ensuring the quality of the end deliverables
• Conceptualized user/business/functional requirements and translates them into Project Scope and Objective documents detailing the objective, background, requirements, solution, deliverables, roles and responsibilities, ROI, costs and timelines
• Maintained all documentation for SOX audit compliance
• Validated technical designs created by developers against functional specifications
• Ensured that the chosen business solution requirements and corporate objectives are met and are properly integrated into the business environment
• Developed a matrix to be used in the Global Store Systems vendor/software solution selection process by the Corporate Executives
• Initiated the request to receive two European POS systems, one from the UK (currency in pounds) and the second from the Netherlands (currency in Euros) which proved to be of great value during all testing phases of the globalization project which included merchandising, inventory and financial systems and partnered with retail, wholesale and financial developers in the analysis, investigation and resolution of issues that arose during testing
• Document, prioritize, maintain, and publish outstanding defects and systems problems and follow-up with defect owners to ensure resolution deadlines are being met
• Mentored all Retail Systems Jr. Business Analysts in their areas of responsibility, communication, and documentation
• Worked with our European Business Partners and 3rd party vendor, NSB, to develop a European version of our Sales Audit Application utilizing knowledge of setup, configuration, functional and technical processes, process verification and process exceptions
• Determined user, business, and functional requirements for the 2003 Liz Claiborne Store Systems Initiative creating vision, scope, use case documents, diagrams, business process models, activity diagrams, and test scripts
Product Manager - Nordic Information Systems (3/1999 to 6/2002)
Product Development / Implementation, Pre-Sales Support
• Responsible for conducting all software presentations to potential client executives and users
• Conducted needs assessment with current customers, prospects, and consultants to gain an understanding of their environments and requirements
• Documented the business requirements within the scope of a project to develop and/or improve existing computer systems
• Translated the clients’ needs into detailed system solution documents (Internal/External Design)
• Developed product business plans and internally promoted strategies and objectives
• Worked with AS/400 programmers to develop the interface between the POS system and the Back Office system for each customer
• Demonstrated the Point of Sale Software at trade shows to potential customers
• Main point of contact for detailed product information including software functionality, hardware requirements, technical specifications, and configuration requirements
• Defined and developed solutions to client issues within specified time constraints
• Wrote functional specifications based on client interviews and market research
• Researched, prioritized, and communicated product requirements to technical staff, while managing product releases and software implementations
• Provided on-site support (trouble shooting, training for both hardware and software) during system implementation at client site
Manager of Data Processing and Store Systems – Strouds Linens Inc (03/1984 to 2/1999)
Systems Development / Integration / Implementation Store Support
• Managed and maintained Corporate data processing operations which included Retail and Inventory Management Systems, Accounting Systems, and all store POS and PC based systems for a specialty retailer with over 100 locations throughout the United States with annual sales of $90 million
• Implemented a "Voice over Frame" communications system that routed all calls from company remote locations over leased computer lines eliminating all long distance charges saving the company over $200,000 annually
• Successfully negotiated rates with hardware and software vendors, while taking a hand-on approach to all system upgrades and maintenance
• Managed a company Intranet which allowed users to access custom web-based applications
• Participated in several task forces to define future system and automation needs at the store and corporate office level, utilizing the PC based POS Store Systems and the Retail and Inventory Management Systems
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