Suzanne Mack Email & Phone Number

Oak Brook, Illinois

• Developed a report process adapted by staff to keep track of warranty claims and journal entries• Developed a compliance report used by staff• High proficiency with Microsoft Excel including V-look ups and pivot tables• Advance experience with Chrysler, Kia, Subaru and Lexus warranty• Some experience with Hyundai and Porsche warranty• Held weekly meetings with Service managers to review problem claims. This was adapted by office staff to help them manage their warranty claims.• Reviewed returned claims and worked with service advisors and manufacturer to process correctly• Hired and trained new employee, and managed a team of data entry clerks, ensuring they become familiar with our warranty process. • Processed warranty claims for mid to high-volume stores, verifying that manufacture compliance is followed• Reconciled all warranty receivables using a journal entry and worked with the controller of each store• Developed an attendance policy for the office with HR.

Roles and responsibilitiesProject Manager Coordinated kickoff meetings between the business, developers and vendor Conducted requirement gathering meeting with the business, developers and vendor Documented and walked through requirements with stakeholders for requirement signoff Gathered Rough Order of Magnitude Estimates from resources to build project plans Created and maintained project plans, and lead project status meetings with the business, developers and vendor Created and maintained testing process for business acceptance testing Lead implementation meetings and documented implementation step for a project going liveQA Analyst Skilled QA lead, guiding and training testing team by leading daily meetings, assigning test cases, coordinating questions between the QA team and the business, and writing test cases used by both QA team and vendor Analyzed requirements to create test and users cases and helped identify needed requirements Experienced in writing and executing test cases, which included standardizing a regression test script used for all online projects Developed a process for defect management which between the business and the vendor which is used for all vendor related projects Developed and coordinated a process for vendor code deploys and template freezesVendor management  Managed monthly releases for the e commerce website by coordinating meetings between business and vendor, walking through and prioritizing defects, and organizing business testing Lead meeting between business and vendor to answer question on requirements, test cases and defects on a per project basisData Analyst Maintained weekly and monthly reports for online merchandise team, including site and search sales, product priority sales report, online sales by division, split test reports, holiday online sales reports cross-sell reports and recommendations

Online

Freelancing CopywriterWedding invitation product descriptionConcise storytelling

Ketchum Directory Advertising- April 2006 to March 2008Associate Media Analyst August 2007 – March 2008 Maintain weekly and monthly reports for clients, such as Nissan, VCA, 1-800-Flowers, and Bally Total Fitness Explain consumer and seasonal trends based on analysis of ROI and YOY lead variance Pull average position reports manage bids for pay-per-click placements  Generate HTML tracking tags in DART for campaigns  Design mock-up ads for media planners Work with publishers to research top categories per site, and report finding to media plannersProject Support Specialist April 2006 – August 2007 Manage helpdesk for online eMarketing tool supporting both sales team and 13,000 Allstate agents Run monthly email marketing programs Work with online publishers to submit client orders for Internet Yellow Pages advertising Manage email communication to field contacts including activation and renewal dates, and new opportunities  Ran email solicitation that brought over 100K in commission Provide online tool training for new hires  Helpdesk for banner ad downloads, customization, and placement questions