Customer Service Management

Terrell L. Marshall

**** * **** *** ■ Broadview, IL. 60155 ■ 708-***-**** ■ ************@*****.***

________________________________________

– Executive Summary–

Multi-disciplined, solutions-focused professional with years of successfully maintaining Client Support through the mission and processes of company ideals. I have proven ability to working collaboratively with multiple levels in the organization to maintain successful business results through increased productivity, process improvement, and management. Savvy & highly motivated leader, skilled in building cooperative working relationships, support change initiatives, and motivate others to continuously deliver superior performance results. Consultative and Interpersonal Skills backed by solid experience.

CAREER PROGRESSION

Northern Trust Investment Support Technician August 2010- Current

Involved role were the use of Basic Account Management skills are used, Process Administration, Transition management and cash management. Accountable for directing regular day-to- day work level employees.

As a part of the transition team responsible for new client relationships as well as existing relationships while ensuring the changes to help current relationships thrive.

Transition Management- Minimize the cost and risk involved with asset reallocation. Also acting as a liaison and coordinator of activities associated with transition and restructuring.

Cash Management- Makes sure certain cash balances are invested and overdrafts are avoided.

Ceridian Implementation Consultant May 2008- July 2009

Client Service Analyst March 2005- July 2007

Complete Implementation Methodology Phase Management for leading HRIS & Payroll Company-

Discovery, Product Configuration and Enhancements, Software Testing, Live Process, Software Support throughout Transition

Lead Resource- Happily Charged with translating business requirements into clear specification requirements

Project Management Lead for Client contact with performance in Business Analyst Role

Resolution of application issues with Clients through Customer Service

Road warrior willing to travel for company 75%+

PayTech, Inc. Sr. Consultant July 2007- May 2008

Virtual Database Storage Project Lead supporting multiple Integrated Payroll Software Solutions

Executive Recruiter – Interim Executive on Board of Large Fortune 500 Company, and Lead Recruit for my replacement.

Business Analyst for the purpose of overall company improvement with products and process. Analyzes data, identifies opportunities, and makes recommendations to assist in business decision making or on-going monitoring of business issues

Implementation Sr. Project Consultant- Facilitated the Conversion of Payroll Systems for a $1.2 million Shared Service Group, working with Lawson, SAP, Oracle, and multiple other IPS & HRIS Software

Ensured critical requests are handled in a quick, cost effective approach and provide solutions that meet the needs of the business.

McDonalds Corp. Financial Analyst / HR Rep. August 2002- March 2005

Financial & Human Resource Consulting - Consulted for US Business owners and operators in Mid-West region for one of the worlds most known Fast Food Franchises. Worked with Lawson Software System

Processed Special Checks for resolution of employee Payroll Issues\

AAA CMC Quality Assurance Manager

Customer Advocate Trainer Feb. 2001- August 2002

Implementation of new Quality Call Metrics

Implementation of Customer Service/ Dispatch Efficiency

Complete Advocate Training for Service Reps.

HIGHLIGHTS OF QUALIFICATIONS

5+ years relevant work experience in a Technical environment as a Business Analyst and Implementation Consultant for web based products.

Work with Web Based Products, Experience with FTP, Internet & Intranet

Savvy & highly motivated leader, skilled in building cooperative working relationships, support change initiatives, and motivate others to continuously deliver superior performance results.

Experience with Software Life Cycles with the ability to juggle many projects through various stages of production

Strong ability to meet deadlines in a Fast-Paced, High Demand environment

Analytical ability to resolve technical issues the 1st time.

Excellent communication (oral & written) and interpersonal skills with the ability to establish 2way Communication between Clients and internal Staff.

Experienced user with Microsoft Office Suite, Excel, Power Point, Outlook and Lotus Notes etc…

Experienced user with most Computer Languages ( HTML, XML, SQL, AQL etc…)

Certification and Training includes SQL Scripting, Basic to intermediate knowledge of Internet techniques, email, FTP, Lean Project Management, & Knowledge of web scripting tools etc…

EDUCATION & AFFILIATIONS

Aurora University

Degree of Communication

Contact this candidate