Summary
Skills
Overview
Work History
Summary of Prior Experience
Education
Timeline
Work Availability
Detailed Work Experience
Work Preference
Websites
BusinessAnalyst
Margaret Drazek

Margaret Drazek

Pompton Lakes,NJ

Summary

Experienced strategic supervisor skilled in project prioritization, workflow planning, and team leadership for achieving operational goals. Demonstrated track record of 30 years in managing deadline-driven environments, offering a resourceful and proactive approach to all tasks. Recognized for diplomatic nature, showcasing strong leadership and decision-making abilities in navigating complex situations with ease.

Skills

  • Adaptability and Flexibility
  • Business Administration
  • Change Management
  • Coaching and Mentoring
  • Complex Problem-Solving
  • Conflict Resolution
  • Cross-Functional Team Management
  • Customer Relationship Management (CRM)
  • Customer Support Expertise
  • Detail-Oriented Approach
  • Documentation and Reporting
  • Documentation Management
  • Effective Stakeholder Engagement
  • Effective Task Delegation
  • Effective Time Management
  • Effective Troubleshooting
  • Effective Written and Verbal Communication
  • Goal Setting
  • Methodology Enhancement
  • Operations Management
  • Optimistic Mindset
  • Performance Management and Evaluations
  • Policy and Procedure Development and Implementation
  • Professional and Strategic Networking
  • Project Coordination
  • Project Management
  • Quality Control Expertise
  • Relationship Building
  • Remote Office Availability
  • Risk Management Strategies
  • Staff Engagement Initiatives
  • Stakeholder Management
  • Stakeholder Requirements Analysis
  • Statistical Analysis
  • Strategic Decision Making
  • Task Prioritization and Management
  • Team Leadership
  • Team Training and Development

Overview

16
16
years of professional experience

Work History

Manager, CRM Enablement and Operations

KPMG, LLP
10.2022 - 10.2024
  • Directed a four-person team of CRM Application Support personnel while helping front-line team members work effectively with over 50-100 daily customers.
  • Cross-trained existing employees to maximize team agility and performance.
  • Managed and motivated employees to be productive and engaged in work while maximizing performance by monitoring daily activities.
  • Evaluated employee performance and conveyed constructive feedback and mentoring team to improve skills.
  • Reviewed overdue tickets and followed-up with CRM Application Support personnel to resolve root cause of delay.
  • Boosted CRM adoption by streamlining processes and providing comprehensive training to team members.
  • Streamlined workflows by identifying bottlenecks in existing systems and workflows, implementing appropriate solutions within the framework of the Firm governance and system functionality.
  • Developed comprehensive risk management plan, minimizing potential disruptions to business operations and ensuring business continuity through cadenced system and access audits.
  • Maintained professional demeanor by staying calm when addressing clients dissatisfied with system constraints or Firm governance.
  • Created training guides and in-person and online training courses to improve user experience in the KPMG-branded Salesforce CRM environment called KPMG Engage.
  • Developed detailed plans based on broad guidance and direction.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Leveraged data and analytics to make informed decisions and drive business improvements through reporting and industry research.
  • Built partnerships with diverse cross-functional teams Audit, Tax, Advisory, Finance, and Operations departments to streamline processes while maintaining positive client relations by addressing problems head-on and implementing successful corrective actions that worked within the Firm culture and system functionality.

Associate Project Administrator

KPMG, LLP
09.2008 - 09.2012
  • Leveraged critical thinking skills to troubleshoot issues promptly, minimizing disruptions to overall issue resolution.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Gained extensive knowledge in data management, analysis, and reporting, allowing for streamlined administrative processes while identifying inefficiencies in workflows and implementing improvements where applicable.
  • Managed approximately 50-100 incoming calls, emails, and support tickets each day.
  • Developed and maintained positive relationships with clients and stakeholders by providing immediate customer service and response to technical and application issues, fostering strong relationships by maintaining open and positive lines of communication throughout all stages of issue resolution.
  • Provide end-users with firm-specific software user guidance using all available firm resources including User Guides, direct interface support through Skype, and written step-by-step instruction on a per-customer basis via email.
  • Process updates to information in the IBS Client Relationship Management (CRM) tool.
  • Served as a point of contact for team members seeking guidance or clarification on process-related matters, providing training on procedures and protocol, and support to new employees and contractors.
  • Compile an archive back-up of all email sent to and from the Team's Operations mailboxes
  • Track software issues through Remedy and ServiceNow trouble ticket applications.
  • Test and provide feedback regarding enhancements to firm-wide software
  • Enhanced team collaboration through regular status updates, progress reports, and meetings for project alignment.
  • Coordinated cross-functional teams to achieve seamless collaboration for optimal project results.
  • Supported the project manager by tracking deliverables, monitoring progress, and ensuring timely completion of tasks.
  • Demonstrated adaptability by adjusting priorities as needed to accommodate unforeseen challenges and maintain project progress.
  • Developed and maintained courteous and effective working relationships while exercising leadership capabilities in successfully motivating and inspiring others.

Summary of Prior Experience

  • IDS USA, Inc. - Systems Analyst - Helpdesk Analyst
  • KPMG LLP - Sentinel Business Process Help Desk Analyst Temporary Consultant
  • Precision Integration and Training - Part-Time PC Technical Support Consultant
  • Kent Place School - Advancement Services Development Administrator
  • Insurance Services Office, Inc. - Publication Support Data Analyst
  • Assembly Magazine, Association of Graduates - Publications Generalist

Education

Business Administration / Psychology

SUNY At Orange County
Middletown, NY

Timeline

Manager, CRM Enablement and Operations

KPMG, LLP
10.2022 - 10.2024

Associate Project Administrator

KPMG, LLP
09.2008 - 09.2012

Business Administration / Psychology

SUNY At Orange County

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Detailed Work Experience

09/2008 - 10/2024 KPMG, LLP, Montvale, NJ

Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Work-life balanceCompany CultureFlexible work hoursWork from home option

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Margaret Drazek