SUMMARY                                                                                                                                                                                  
Operations support professional with over seven years of diverse experience including project management, business process improvement analysis, quality assurance and customer complaint management.  Seeking roles in operational in customer centric organizations. Ability to actively manage change and oversee time sensitive projects while ensuring operational objectives are met.  

areas of expertise

KEY ACCOMPLISHMENTS

• Break the Surface award recipient for establishing and implementing customer care support for new household cleaning products acquisition of Lime-o-Sol and Greased Lightning.
• Developed project plan detailing all support processes (800-inbound calls, complaint management, consumer contact data entry, technical product information needs and data tracking)
• Completed project within 90-day go live deadline for customer care to effectively handle consumer support for newly acquired product lines.

• Developed processes that reduced time products with quality issues remained on hold by 35%

• Implemented and restructured the customer care, consumer complaint program. Created clear process that enabled front line support to technically troubleshoot product complaints and only escalate claims that were resulting in property damage and personal injury liability. 
• Rate of claims paid reduced by 30% overall and dissatisfied customer resolutions within one call.
• Claims paid continued to reduce annually through continuous improvement efforts.

PROFESSIONAL EXPERIENCE
Confidential,
                                                                                MARIETTA, GA                                                    6/2009 –
Leader in providing outsourced insurance, real estate tax, and customer care solutions for the mortgage industry.

Business Analyst – Claims Support
Contract Business analyst responsible for ad hoc data mining, analysis and reporting, supports back-end hazard and voluntary insurance claims management systems. Performs research and analysis, prepare written recommendations for changes and/or improvements; work with various groups to ensure successful system client implementations and enhancements.  Claim and policy data modification in mainframe ISCS system and mortgage lender policy application, Department of Insurance audit claims data reporting and responses.  Documentation of change management requests and lifecycle activity for internal and external audit purposes. Answer questions regarding system functionality and processing procedures and issues.  Support Business Unit during implementation of new clients and services, including ad-hoc training as needed.

Confidential,
A Chemtura Company                                Lawrenceville, GA                                      1999 – 2008 
Leader in providing product solutions for recreational and industrial water treatment and home cleaning products

OPERATIONS SUPPORT 2004 – 2008
Business Process Analyst                                                                                                                   2006 - 2008

• Provided business knowledge to aid functional groups and perform analysis on reported application defects or process issues. Determined root cause, developed options for resolution and reduced process complexity. Ensured viability of systems or processes by translating business goals into appropriate operational strategies and solutions.

• Aging customer complaint case management, proactive root cause and corrective action investigation, application of lean methodologies to streamline business processes. Identified data trends and generated reports according to monthly KPI performance metrics to reduce customer complaint cycle time and pending credits to invoice with a strong focus over 90 days.

• Financial liability reduced from 2008 seasonal high of $6M to $1.2M in three month period.
• Complaints exceeding 90 days without resolution reduced by 38%
• Provided cross functional data report and SQL database queries and pivot data

• Project manager for ALEX®, water analysis software deployment and annual release project
• Managed $350k budget for a $12M – $16M revenue generating product.
• Process mapped all phases of software release and development from programmer development to BETA and user acceptance testing and dealer shipment and fulfillment.

• Secondary support for monitoring electronic data interchange activities for more than 80 mass market EDI trading partners including Wal-Mart, Home Depot and Lowes that generated in upwards of $40M annual revenue. Ensured transmissions were acknowledged, resulting in the prevention of order delays and maintained supply chain productivity.
• Troubleshooted system related 810, 850, 856 and 880 document errors provided resolution within two hours or by close of business.  Reduced ASN 856 fines by 20% by reviewing GenTran system consistently to avoid delay in document transmission before shipment arrived.

previous roles within company

Quality Assurance SPECIALIST Confidential,
                                2004 - 2006
Product quality complaint root cause and corrective action investigation data management. Consumer product complaint and personal injury and product liability claim investigations. Identified trends, consumer responses, feedback and other industry relevant information to business units in efforts to remain competitive and knowledgeable about the household cleaner consumer market.

Customer Care             Support                            1999 - 2004
Technical Support TEAM MANAGER                                                                                                  2002 - 2004
Manager of seasonal summer staff for recreational water product support team. Managed team of 14 – 25 seasonal temporary employees. Coordinated recruitment, interviewing, managed staffing budget.

Customer Care Senior Consultant                                                                                               2001 - 2004
Handled second tier escalation calls from level one technical support and seasonal temporary staff. Advanced Sales Order Entry, shipping and delivery resolution experience. Supported customer care director and management team via special projects and ACD performance metric reporting and data analysis.  Inventory and Logistics support, shipping carrier and freight order expedition experience.

Marketing Services Analyst I                                                                                                             1999 - 2001
Inbound technical support calls for household, pool and spa care product lines for Bio Lab Inc. Consumer support for recreational water pool brand including water chemistry, and consumer safety for each brand.  Analyzed customer problems and providing solutions including adverse effects and EPA reportable calls.

Print Shop Associate                                Temporary Employee                                               8 months to hire Organized and constructed fulfillment media kits for trade shows and marketing programs. Filled literature requests for dealers and sales and marketing.

Part-Time Employment
Confidential,
Statistics and Administration – U.S. Census Bureau                      
            3/09 – 4/09
U.S. Census enumerator updating address listings and maps. Address canvassing a five to ten mile residential territory by visiting all potential places of residence where people live or could live that will require 2010 Census surveys. Address verification and GPS technology map spotting.
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Confidential,
                                     8/08 – 7/08Eyewear Fashion Consultant – PART TIME EMPLOYMENT
Optical fashion consultant collaborating with consumers to uncover customers needs and recommend the best custom eyewear products. Trained to adjust and repair glasses and optical wear. Maintained patient data via HIPPA regulations in Luxottica Eye Net CRM system. Sales and purchase transactions from sales to vision insurance benefits. Self initiated to cross training to assist lab staff with advanced system processes such as order completion and vendor special orders.

EDUCATION
State of GA Nursing Assistant Certification, Georgia Medical Institute, Atlanta, GA
Business Administration/Organizational Management, Oglethorpe University (anticipated completion 2011)

computer skills
Advanced Microsoft Windows Application experience:
Microsoft Project, Visio, Power Point, Microsoft Share Point, SQL Qry Analyzer
GenTran EDI Server for Windows           Adage ERP System     Mainframe

Professional development
Project Management          Six Sigma Green Belt Certified          Lean Quality               RCCA            5-S Training