Penny Bohm
Des Moines,WA
Summary
Seasoned Oracle Database Management professional with strong leadership capabilities, demonstrated through effective management of a customer database at Lumen Technologies supporting over $300M in revenue. Expertise in fostering vendor relationships and utilizing problem-solving skills to boost operational efficiency and enhance customer satisfaction. Proven experience in project management and cross-functional collaboration, consistently driving successful organizational outcomes.
Overview
15
15
years of professional experience
Work History
Customer Service Specialist
State of WA – DSHS
Tacoma, WA
02.2024 - 06.2024
- First point of contact for the office.
- Worked with clients and providers to identify their needs or issues, and to determine the procedural steps necessary to bring about a resolution.
- Provided agency interpretation and used knowledge of laws, regulations, and processes to resolve inquiries, complaints, and problems.
- Answer the multi-line phone system, determine the caller's needs or issues, and determine the steps necessary to assist callers, provide the necessary information, and resolve problems.
- Provided information on DDA programs and services.
- Resolved client inquiries, questions, and concerns to consistently offer quality service and meet performance benchmarks.
- Documented client correspondence to track requests, problems, and solutions.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Addressed client questions and concerns regarding services.
- Updated databases with new and modified client data.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Lead Operations Analyst
Lumen Technologies
Seattle, WA
08.2014 - 06.2021
- Managed the Oracle customer database, including sites, contracts, and equipment, supporting revenue of over $300,000,000.
- Partnered directly with manufacturers to quickly and accurately onboard new product offerings.
- Processed vendor price changes, maintaining price accuracy, keeping 1,200+ manufacturer price lists up to date.
- Designed an Oracle program generating detailed manufacturer price list reports to be distributed organization-wide, including the finance department and product management teams.
- Cleared Oracle errors to ensure revenue was accurately recognized and reported.
- Identified operational and performance issues and worked with managers to resolve concerns.
- Researched, analyzed and solved revenue management questions, including forecasting and inventory.
Lead Sales Engineer
CenturyLink
Seattle, WA
09.2009 - 08.2014
- Designed network and equipment solutions, presenting and explaining the design to government and education customers.
- Created and maintained excellent customer relationships with a nationwide customer base.
- Ensured adherence to all organization-approved best practices.
- Cultivated strong internal relationships by working with many different groups throughout the company.
- Supported sales teams as technical lead for meetings, project development, and ongoing customer networking strategy.
- Obtained certifications with multiple strategic manufacturers to ensure that each proposal was the best fit for each customer.
- Designed product solutions for applications, VPN, VoIP, carrier Ethernet, MPLS, LAN/WAN, security, and cloud-based services.
- Created added value for customers, driving successful outcome of transactions, contracts and proposals via innovative sales techniques.
- Provide technical drawings, and present them to the customer with a discussion to ensure that everyone fully understands the design.
- Skilled at explaining complex technical designs to audiences of varied technical understanding.
- Managed the engineering team's response for large, complex RFIs and RFPs.
- Effectively communicated project expectations to team members and stakeholders in a timely, clear fashion.
- Continually managed project expectations with team members.
- Represented customer designs on internal and external project meetings to establish milestones for complex projects.
- Stayed abreast of industry trends by participating in local technical organizations, self-study and attending seminars and workshops.
- Interfaced with architects, engineers and leaders in development of customized products in alignment with client needs, increasing profits and market share.
Education
Cisco Certification Programs, Microsoft Certification Programs
Highline Community College
Federal Way, WAAdtran Certification Programs
Adtran University
Huntsville, ALCisco, Juniper, Avaya, Certification Programs
Qwest Learning and Conference Center
Lakewood, COMicrosoft MCSE Certification Program
City University
Renton, WAPMP Certification (Project Management Training)
EdWel Programs
Denver, COSkills
- Oracle Database Management
- Leadership
- Collaboration
- Problem-solving skills
- Project management
- Procurement expertise
- Growing vendor relationships
- Data analysis
- Emotional intelligence
- Microsoft Office Suite
- Customer relationship management (CRM)
- Report generation
- Excellent written and oral communication
- Problem resolution
- De-escalation techniques
- Conflict mediation
Technology Skills
- Oracle Database Management
- Leadership
- Collaboration
- Project management
- Procurement
- Growing vendor relationships
- Data analysis
- Emotional Intelligence
- Excellent Written and Verbal Skills
- Microsoft Office
References
References available upon request.
Timeline
Customer Service Specialist
State of WA – DSHS
02.2024 - 06.2024
Lead Operations Analyst
Lumen Technologies
08.2014 - 06.2021
Lead Sales Engineer
CenturyLink
09.2009 - 08.2014
Cisco Certification Programs, Microsoft Certification Programs
Highline Community College
Adtran Certification Programs
Adtran University
Cisco, Juniper, Avaya, Certification Programs
Qwest Learning and Conference Center
Microsoft MCSE Certification Program
City University
PMP Certification (Project Management Training)
EdWel Programs
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