ZARA SOLOFF
Austin,TX
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Brings 20+ years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
24
24
years of professional experience
Work History
Project Manager, Sr.
Austin Energy
01.2024 - Current
- Provided detailed project status updates to stakeholders and executive management.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in team's ability to deliver results.
- Identified plans and resources required to meet project goals and objectives.
- Developed and initiated projects, managed costs, and monitored performance.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
Business Systems Analyst, Sr.
Austin Energy
03.2022 - 12.2023
- Developed and edited content for project artifacts
- Managed execution of Organizational Change Management Training and Communication Plans
- Experience working with vendors, leadership and business units.
- Experience reporting status of Programs
Business Systems Analyst, Sr.
The HT Group (Austin Energy)
08.2012 - 03.2022
- Acted as Business Relationship Manager representing IT customers
- At the beginning of the pandemic, participated in daily IT Leadership meetings to plan technological modifications that would enable 2000 staff to work remotely
- Elicited high level requirements and submitted demands into ServiceNow for prioritization in IT Infrastructure and Security Governance Board
- Business Systems Analyst for Energy Service Delivery Smart-grid hardware and software implementation project for Advanced Distribution Management System, including replacement of Outage Management System with focus on delivering interfaces to nine internal and external systems
Apple Online Store Delivery Analyst
PRO Unlimited, inc. (Apple Inc.)
10.2011 - 07.2012
- Responsible for analyzing data to identify trends in late shipments to report to management daily
- Worked with carriers and/or ship points to investigate root cause and provide solutions
- Excellent problem solving, customer service, data entry and communication skills to resolve delivery status, tracking and tracing shipments as well as other carrier and warehouse receiving and shipping issues
Lead Process Designer/Project Manager
Green Mountain Energy Company
01.2005 - 01.2011
- Generated high level and detailed requirements for business owners and system developers
- Identified as critical contributor for successfully implementing two separate projects for new billing and customer care systems
- Served as liaison between technical and non-technical departments in order to deliver all targets and requirements as requested.
Business Process Designer/Instructional Designer/Trainer
Green Mountain Energy Company
01.2003 - 01.2005
- Identified potential gaps in projects and processes at an early stage to deliver complete and comprehensive product
- Provided global services to all contact centers for the company that required strong knowledge of corporate functions and industry as a whole
- Reduced call volume to agents by 600% for Texas business vs industry standard by scripting changes to auto-attendant that answered common customer questions
- Received Quarterly MVP award for exemplary commitment to leadership, business understanding, and commitment to excellence.
Tier 2 Contact Center Supervisor
Green Mountain Energy Company
01.2000 - 01.2003
- Managed escalation queue of up to 35 employees
- Coached representatives to fully utilize all available resources to resolve customer inquires, resulting in reduced handle times and improved customer satisfaction
- Simplified escalation process, reducing time required to resolve problems and identify trends in system performance
- Increased productivity 300% by implementing performance guidelines and documenting procedures.
Education
BS - Radio-Television-Film
University of Texas At Austin
Austin, TX06.1997
Academic Year Abroad -
Albert-Ludwigs Universitat Freiburg
Freiburg, GermanyTimeline
Project Manager, Sr.
Austin Energy
01.2024 - Current
Business Systems Analyst, Sr.
Austin Energy
03.2022 - 12.2023
Business Systems Analyst, Sr.
The HT Group (Austin Energy)
08.2012 - 03.2022
Apple Online Store Delivery Analyst
PRO Unlimited, inc. (Apple Inc.)
10.2011 - 07.2012
Lead Process Designer/Project Manager
Green Mountain Energy Company
01.2005 - 01.2011
Business Process Designer/Instructional Designer/Trainer
Green Mountain Energy Company
01.2003 - 01.2005
Tier 2 Contact Center Supervisor
Green Mountain Energy Company
01.2000 - 01.2003
BS - Radio-Television-Film
University of Texas At Austin
Academic Year Abroad -
Albert-Ludwigs Universitat Freiburg
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