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| CRM Sr. Analyst | | | Ref. Number: | CRM11356 | | |
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| Personal Information |
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| Education: | Bachelor Degree |
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| Date of Availability: | 1 months notice |
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| Current Position |
| Current Job Title: | CRM Sr. Analyst |
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| Current Location: | Houston, TX |
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| Preferred Position |
| Preferred Job: | Business Analyst - CRM |
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| Preferred Location: | Houston, TX |
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| Education | EDUCATION
University of Houston-Downtown - Houston, Texas
Bachelor of Business Administration, General Business
Relevant Courses:
Management of Organizations, International Management, Human Resources Management, Records Management and Supervision.
Lasell College - Boston, Massachusetts
Associate of Applied Sciences Degree, Fashion Merchandising | |
| Working Experience | PROFESSIONAL EXPERIENCE
Continental Airlines, Inc., Houston, TX
December 1999 - Present
CRM Senior Analyst, Marketing Programs
May 2006 - Present
Project Manager for multiple ongoing projects which include gathering and writing requirements, assigning tasks, meeting project timelines, getting approvals from all levels of management, writing up and implementing test plans, and help diagnose system errors.
Enterprise Messaging System
TripAlert Re-accommodation
Operational Messaging
Develop detailed recommendations for automation opportunities in many facets within Continental
Develop processes for re-design specifications.
Gain the approval of the internal Business Owners on the pending projects.
Gather requirements and designing solutions for a web based Direct Reference System (CMS), Dynamic Customer Messaging System, and any ad hoc projects.
Help implement new business processes through business operations and new systems.
Develop enterprise strategies for Continental customers at all of the various touch-points in the Continental system and implement appropriate solutions.
Liaison between Marketing and Technology departments as it relates to infrastructure and back-end processing for Marketing and Operational initiatives.
Make recommendations on improved process flow through system structure designs that relates to cost reductions and customer experience.
Aide in the redesigning of a JD Power survey for Continental.
Develop test plans as well as aide in testing projects before and post release.
Continuously finding ways to improve current processes or implement new processes.
Senior Analyst, Corporate Programs
July 2004 - April 2006
Provides Help Desk Support for Continental Sales, Corporations, Agencies and GDS to troubleshoot on issues or problems that arises because of fare filings, GDS or agency products that are in place for corporate agreements.
Liaison for internally with departments and externally with agencies throughout the world as well as Continental Corporate customers.
Provides contract interpretation to corporations and agencies to ensure the contract terms are permitted and followed in the approved manner.
Researches and resolves debit memo issues.
Implements new strategies for gathering information which speeds processes relative to fare filing issues.
Analyst, Corporate Programs
May 2001 - June 2004
Administered contracts for corporate travel programs in the Corporate Insight database including top companies that impact Continental with $100,000,000.00 plus in annual revenue.
Supported sales managers’ revenue goals and objectives with highly time sensitive responses to contract changes of Fortune 500 companies or small local companies.
Participated in implementation of contract management databases, Corporate Insight.
Interacted closely with regional sales team and national sales managers with many facets of generating and maintaining contracts.
Implemented cost saving measures on FedEx mailings and developed electronic contract templates.
Analyzed corporate discount proposals by evaluating current market trends, competition to maximize revenue.
Measured and evaluated the effective performance or nonperformance of a program.
Coordinated with Alliance partners on contracts.
Conducted regular contract sales and staff updates in Corporate Insight.
Liaison with Corporate Insight technology department to help develop system enhancements.
Senior Tax Clerk, Tax Department
December 1999 - May 2001
Prepared and maintained Federal and State Excise tax returns, annual reports and product licenses. Obtained information from all levels of management and vendors to fulfill projects.
Independently created a more time and cost effective spreadsheets to assist the entire department in the area of processing Federal and State returns.
Developed and implemented an Access database to process refunds in a timely and efficient manner ensuring tax refunds in excess of $1,000,000.00 annually.
Interacted closely with the Big Five Accounting Companies on tax related projects.
Served as a resource within the department for technology and tax policies.
Recovered for the company over $100 thousand dollars in Federal refunds overlooked by contracted vendor.
New York State Dept. of Taxation and Finance, Albany, NY
March 1992 - December 1999
Senior Processing Associate, Sales Tax Bank Sub Unit
May 1998 - December 1999
Assured the timely and efficient processing of corporation sales tax returns, including resolution of disputed and incorrect returns.
Based on department needs, was instrumental in designing, implementing and maintaining spreadsheets, documents, and PC applications resulting in increased efficiency. In addition, duties included the supervision and training of other employees.
Established and maintained a strong professional relationship with outside organizations and served as a knowledgeable resource for tax information.
Served as Team Leader for the Total Quality Management Project by scheduling and facilitating meetings, assigning roles within the group, gathering research and background information, and other leadership tasks.
Member of the design team for the updated sales tax form.
Senior Calculations Clerk, Promptax Unit
August 1993 - May 1998
Settled discrepancies for corporations concerning sales and petroleum taxes.
Served as a liaison between the state department and corporations by maintaining a good rapport and communicating on a regular basis.
Implemented shortcut procedures on system CRTs to accelerate certain system and file functions, resulting in reduction of operator keystrokes and increasing productivity.
Calculations Clerk, Withholding Payment Processing Unit
March 1992 - August 1993
Processed and researched/resolution of withholding tax payments, including correction and reposting of misapplied payments.
Reviewed and responded to taxpayer correspondence.
Updated state and bank computer system. | |
| Other Skills | SKILLS
Microsoft Word, Microsoft Works, Microsoft Outlook, Windows, PowerPoint, Excel, Access, Corel Graphics, Corel WordPerfect (7.0 & 8.0), Lotus 1-2-3, Lotus Notes, MS Project, Corporate Insight, Sales Insight, SONIC, FrontPage Web design, Graphic Design, Visio, Project Management, Sales, and Management |
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