JEAN ROSS

E-Mail: tjross2003@yahoo.com • Mobile: 678-773-1557 • linkedin.com/in/jean-ross-948191124

3090 Heather Stone Way, Lawrenceville, GA 30043

Customer Excellence & Project Coordination Dedicated professional who drives transformation and customer excellence through cross-functional collaboration.

Undertakes complex assignments and delivers results under tight deadlines. Thrives on teaching and inspiring others to

pursue excellence. Operates with a sense of urgency and succeeds in a fast-paced setting. Core competencies include:

Customer Advocacy • Coaching • Communication • Collaboration • Data Analysis • Data Management

Leadership • Oracle • Process Development • Project Management • SAP • Testing • Training

PROFESSIONAL EXPERIENCE

CISCO SYSTEMS • San Jose, CA • 1994-Present (Cisco acquired Scientific-Atlanta in 2006) Business Analyst, Global Planning & Fulfillment • 2009-Present Manage key customer year-end requirements and escalations; drive efficiency through elimination, simplification and automation; promote transformation and governance; utilize tools to enhance team collaboration and communication

Reduced missed customer commitments by 55,000 by coordinating Holds Hack-a-Thon

Effectively managed $55m in 2015 year-end backlog by streamlining communication flow

Received 30 Connected Recognition awards from peers and management

Project Manager, Customer Operations Technology • 2006-2009 Served as primary point-of-contact for all projects impacting Worldwide Customer Service; performed regular metric reporting and data analysis; managed new account maintenance and customer master data in SAP; facilitated product enablement data generation and distribution

Led Joint Orderability task team and participated in several key projects related to the Cisco acquisition

Monitored order interface between SAP and Oracle to ensure customer order accuracy and seamless fulfillment

Volunteered for Backlog Management Workbench testing and development; created FAQ and updated training

Supervisor / Trainer, North American Customer Service • 1999-2006 Inspired employees to provide exceptional support through coaching, training and goal management. Collaborated cross-functionally to drive efficiency through system and process changes. Participated in staffing decisions and performance reviews

Drove transformation through automation of customer expedites, booking approvals, customer master workflow

Developed and maintained the department’s first on-line work instruction manual

Co-authored and piloted New Hire Training with 17 participants; program was adopted as the new standard

Selected to participate in Emory Management Certification pilot program for management professionals

Sr. Customer Service Coordinator, North American Customer Service • 1996-1999 Coordinated team coverage, disseminate key updates to the team, planned and facilitated team meetings and team-building activities.

Coordinated creation of a reference manual for new work instructions resulting from new system integration

Effectively managed team performance during 5 month personnel shortage Customer Service Coordinator, North American Customer Service • 1994-1996 Provided direct support to Sales and multi-system cable operators, distributors and system integrators.

Consistently exceeded customer accessibility and call tracking goals despite steadily increasing call volume

Achieved 100% accuracy for processing orders, repair RMA and credits

Chosen by Sales as Top Customer Service Provider for North American accounts

EDUCATION

Bachelor of Arts in Political Science (cum laude)

Georgia State University • Atlanta, GA • 1993

TECHNICAL SKILLS

Proficient in Microsoft Office Suite: Excel • Word • Power Point • Outlook

Collaboration Platforms: BOX • Easy Soft • Jive • Smart Sheet • Tableau

Business Objects • Oracle R12 • SAP