Customer Service Manager
Resume:
Eric Zupka
Torrington, CT *****
ab2zqa@r.postjobfree.com
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To apply my skills in analysis and business solutions in an organization
where I can grow professionally and make a positive contribution. I have
six years of professional experience as an IT Analyst. I have a proven
track record of providing superb customer service from Commercial Property
Management, Operations, Teaching and IT support.
2 Specialties
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Adept at leading, performing independently or within a team to achieve
goals and objectives
Excellent written and verbal communication skills
Advanced editing and writing skills
Experienced in New Method Development/Process Optimization
Technical Skills
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Proficient in the Microsoft Office Suite: Outlook, Word, Excel and
PowerPoint, Access and Visio
SQL
Windows, Macintosh OS X, Unix and Linux platforms
Business Process Modeling (BPM), Business Process Management Notation
(BPMN)
User Acceptance Testing (UAT), Quality and Assurance (QA)
Business Process Modeling System (BPMS): Lombardi Blueprint and Teamworks
Employment History
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8/2010 to 6/2012: English Language Teacher, Vilnius Lithuania
Self Contractor
Taught General and Business English at the Intermediate, Upper Intermediate
and Advanced levels.
Built my own customer base and maintained a full time profitable operation.
12/2003 to 12/2009: American Student Assistance, Boston MA
2006-2009: Business Analyst
As a Business Analyst provided technology support and solutions to the
Default-Aversion Department of the company, involving a $41 Billion
portfolio of federal student loans.
Met with stakeholders including senior management to define business
requirements providing timely customer service with excellent feedback.
Wrote effective Business Requirement documents and User Stories.
Developed thorough current and to be process flows utilizing proper
Business Process Modeling notation.
As the product owner of a scrum team, was responsible for full cycle agile
software development.
Implemented changes to automate existing business practices saving the
company time, money and resources.
2005-2006: Electronic Processing Analyst
Researched and reconciled all incoming and outgoing electronic files, using
Ultra Edit, for the Loan Origination Department. Identified trends and
provided resolutions to ensure seamless electronic processing.
Developed UAT (User Acceptance Testing) use cases for system fixes.
2003-2005: Research Analyst
Provided internal customer service for a Federal Family Education Loan
Program (FFELP) guarantor agency.
Used various research techniques to diagnose and correct system problems
with write access to a proprietary database. Reported and tracked bugs and
system defects.
9/2002 to 8/2003: Social Studies Teacher
Derby High School, Derby CT
Taught 10th grade World History and 11th grade U.S. History
Maintained a professional rapport with school administration, students and
their parents/guardians.
2/2000 to 5/2001: Operations Manager
Ensoport Internetworks, Washington DC
Executed daily operations and provided Sales and Marketing support for an
Internet start-up company.
Reconciled Accounts Payable issues with vendors and the Controller using
proper accounting principles.
Performed software demonstrations of the world's first ISP appliance for
potential clients.
1/1999 to 12/1999: Student Teacher
Wilton High School, Wilton CT
Completed a one year internship and obtained my Connecticut teaching
certification.
Taught 10th grade U.S. History and Russian Studies.
1/1998 to 10/1998: Property Manager
Colliers Meredith and Grew, Boston MA
Managed a portfolio comprising over 460,000 square feet of office, retail
and industrial properties.
Prepared annual budget, monthly variance and other financial reports for
senior management.
Supervised a staff of on-site engineers and administrators.
1/1997 to 1/1998: Management Trainee
Equity Office Properties, Boston MA
Performed daily operations for several office and commercial buildings.
Administered both office and retail leases including tenant/landlord
obligations.
Assisted with budget and REIT (Real Estate Investment Trust) financial
reporting.
Education
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2009: TEFL (Teaching English as a Foreign Language) Certification
Boston Language Institute, Boston MA
2002: Master of Arts in Teaching (MAT), Sacred Heart University, F
airfield CT
3.9 GPA
1996: Bachelor of Arts in History (BA), Boston College, Chestnut Hill
MA
Coursework includes: Financial Accounting, Managerial
Accounting, Statistics, Principles of Microeconomics,
Principles of Macroeconomics and Computers in Management
3.6 GPA
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