English Second Language Teacher

• Sep 2019 - Present

Project Manager

• Aug 2013 - Jul 2019

Lead various IT projects including a plant network infrastructure upgrade designed to improve network security, a Supply Chain Shipment Visibility Status project and a Proof of Concept project for an enterprise wide solution for managing file shares to mitigate information risks associated with compliance, eDiscovery, and records management. Lead various IT projects including a plant network infrastructure upgrade designed to improve network security, a Supply Chain Shipment Visibility Status project and a Proof of Concept project for an enterprise wide solution for managing file shares to mitigate information risks associated with compliance, eDiscovery, and records management.

Senior Manager Customer Care

• Mar 2011 - Feb 2013

• Key member of large merger integration project for Customer Care. Projects included integrating 2 different Oracle based Customer Complaint Resolution systems and migrating to a new email management system. Established metrics analysis and reporting process and Playbook for Customer Care department. Lean/Six Sigma Business Process Improvement projects which improved call and email response times. Managed Customer Care staff of 150+ in offices in Houston, Honolulu and Chicago, who handled post travel customer contacts and issue resolution, delivering against long-term strategic goals and quality performance measures. Show less

Manager Refunds

• Mar 2008 - Mar 2011

Responsible for management and oversight of project to move Refunds Call/Email center to India. Responsibilities included the development of and managing to a $5M dollar budget, performance management and mentoring of employees, establishing team goals and objectives, quality monitoring of voice calls and written emails, status reporting to various levels of management, contract negotiations for products and services, and establishing and monitoring Service Level Agreements.

Project Manager

• Aug 2000 - Feb 2006

Managed multiple projects in Accounting/Finance area. Key project of note: Managed the design, development, testing and implementation of a $4M Java based global cargo pricing system with an estimated $5M per year in benefits. Managed all aspects of business/manpower plans, timelines and budgets. Tracked and resolved any critical issues/bugs. Prepared and followed change management plans/documentation. Communicated extensively with stakeholders, business owners and project team.

Staff Analyst

• May 1995 - Aug 2000

Supervised the Credit/Collections area of Cargo Accounting. Managed accounts receivable and implemented initiatives that reduced the aged receivables balances. In the period January – June 2000 the 60-day receivable balance was reduced by 31%. Supervised a staff of 12 salaried employees. Improved customer satisfaction by meeting with Cargo Accounting managers from global accounts to established better communication and establish positive relationships

Staff Programmer Analyst

• Apr 1992 - May 1995

Designed, coded, tested and implemented client server systems using Visual Basic, FOCUS, Attachmate Now! And DataEase to automate many manual processes in the Finance division. These systems improved efficiency, increased the accuracy and timeliness of data and decreased manpower needs.  Cargo Shipment Tracking System - This client-server system greatly reduced the training time for sales agents from 6 weeks to 2 weeks and reduced by 50% the average call times for shipment tracking.

User Computer Systems Analyst

• May 1991 - Aug 1992

Provided personal computer systems support and office systems support in a VAX mainframe environment for 100 end users. Provided training, support desk help and prepared training manuals. Advised and assisted users in the purchase of computer hardware and software. Managed all computer equipment and wide and local area networks, which included PC’s and MacIntosh computers. Provided personal computer systems support and office systems support in a VAX mainframe environment for 100 end users. Provided training, support desk help and prepared training manuals. Advised and assisted users in the purchase of computer hardware and software. Managed all computer equipment and wide and local area networks, which included PC’s and MacIntosh computers.

User Computing Analyst

• 1987 - 1991