Customer Service Management

Tod Lay

832-***-**** E-mail:

**********@*******.***

EXCEL/VBA DEVELOPER - ACCOUNT MANAGEMENT

EXECUTIVE SUMMARY

Excel/VBA Developer offering over ten years experience developing and

maintaining automated Excel reporting solutions to meet the business needs

of major companies including Verizon, BP, Novartis and Deutsche Bank.

Highly skilled understanding business objectives, interpreting company

performance through the development of Excel reports providing data for

management to make critical business decisions.

Core Competencies

Reporting Tools Report Development Analytical Skills

MS Excel, MS Access, SQL Provide the Proven analytical and

Server Reporting development, problem solving skills;

Services programming, ability to analyze

Development Tools implementation and technical data developing

MS Office 2003/2007/2010 control of business reports for

(Word, Excel, Access, performance models management

Power Point), Visual Training Client Service

Basic 6.0 Providing training Strong communication

Languages support to end users skills working with

SQL, VBA for Excel, ADO, and new employees; executive management,

Visual Basic ability to review clients, colleagues and

Additional Applications staff performance and end users

Business Objects, motivate personnel Help Desk Analyst

Crystal reports Former experience in Help

Desk Support resolving

client problems

CAREER HIGHLIGHTS

Getronics Corporation,

. During 10 year career played key role in several areas including

working as a Reporting Analyst.

. Saved Novartis account by working with senior management of firm;

developed Excel reports for client to review business performance.

Comments

. "Tod's expertise in macros and task automation allowed company to have

great flexibility in reporting data. Due to his contributions in data

analysis and reporting, he played a key role in receiving a

partnership award and reduced costs by $500K for the year". Kimberly

Anderson.

. "I've known Tod for 15 years and he is one of the most intelligent,

hard working and patient professionals. His biggest asset is the

ability to resolve complex problems and translate data into workable

information". Paul Sherrill, Marketing Analyst.

. "Tod and I worked together as Service Desk Analysts in support of the

Bell Atlantic (now Verizon) internet solutions. He proved to be a very

reliable resource; his ability to understand the challenge, interpret

the questions into numbers in Excel, and generate unique and

customized reports enabling us to run the business". Steve Anderson.

PROFESSIONAL WORK HISTORY

Stewart Title Guaranty Company 2013-Present

Reporting and Data Systems Analyst

. Create and maintain automated reporting systems to meet department

needs

. Some SalesForce administrative tasks

. Manage data harvesting and data cleansing projects

. Develop SQL database solutions to support various reporting operations

The Daniel Group, Houston, Texas 2012

Excel/VBA Developer

. Creating Excel reporting solutions for this contract staffing agency's

client.

. Consolidating data gathering and reporting operations.

. Providing technical advice for steering future reporting projects.

Independent Consultant, Houston, Texas 2007-present

Excel/VBA Developer

. Create small business solutions utilizing Excel, VBA, Access and SQL.

. Secured major clients in numerous industries. Conduct meetings with

clients including senior management on information and reporting

solutions necessary to direct business operations.

. Develop automated solutions to streamline current processes and to

improve resource utilization. Serve as subject matter expert and

provide technical advice to clients and their customers.

Accomplishments:

. Automated system and databases for pharmaceutical wholesales including

CSV files.

. Developed solutions for grocery advertising business to save clients

revenue using Excel and VBA programs.

. Used SQL for the creation of reports based on Amicus Lawyer (CRM

application) for attorney.

. Identified methods to increase production of staff reducing operating

costs for Orthodontist using Excel and VBA.

Getronics Corporation, Houston, Texas 1997-2009

(worldwide firm with headquarters in Amsterdam)

Reporting Analyst 2002-2009

. Developed automated Excel reports to summarize call center data for

various Getronics' clients throughout the world including Switzerland

and Mexico.

. Managed and maintained automated reporting system. This system ran in

a Windows Server 2008 environment and included SharePoint repositories

of reports developed in Excel, Business Objects, Crystal Reports and

Access.

. Provided troubleshooting, maintenance and updates of all Excel and

Visual Basic driven reports. Work requests were driven by the S3

ticketing system.

. Performed ad-hoc data requests to satisfy the urgent needs of

management and clients. Ran data queries against SQL databases, in-

house repositories and other sources.

. Served as technical lead on projects, to define logical goals based on

business needs, service level agreements, statements of work and other

criteria.

QA and Training 2000-2002

. Developed methods to assess call center personnel performance against

client guidelines.

. Created and updated periodic reports summarizing call center

performance.

. Developed classroom training to teach and improve customer service

skills, fundamental technical knowledge and general incoming call

handling skills.

Help Desk Analyst 1997-2000

. Provided tier I technical support to resolve common Internet

connectivity issues.

EDUCATION

University of Houston, Majored: Management Information System. (completed 2

years)

Houston Community College, Junior College Studies. (completed 2 years)

What others are saying about me:

"Mr. Lay worked for our company over a two year period of time as a

contractor. He interacted with one of our bank clients building and

modifying a very complex spreadsheet program. Because the product was built

to manage corporate money Mr. Lay's work had to be very exact and he had to

be completely trustworthy with the very important data he worked with. He

represented us very well and never let us down." - Donald Craddick,

BancBridge

"I have had the pleasure of knowing Tod for the last 20 years. Tod is

without question one of the most intelligent, forward thinking, and

diligent individuals I have ever met in my entire life. I have been his

sounding board on many occasions as he thought through how to improve some

process or program. He never stops looking for ways to make things better

for his clients." - Stephen Gage, Houston-Galveston Area Council

"Tod Lay worked for me for a number of years. He was able to identify

solutions that allowed us to report the service level agreements by

location on our website in a dashboard format. His expertise in macros and

task automation allowed us great flexibility in reporting data. We won a

Partnership award because our efforts in data analysis and reporting

allowed us and the business to reduce costs by almost $500K for the year."

- Kim Anderson, BP

"Tod reported to me both directly and indirectly as our reporting expert.

It was not uncommon for me to come to Tod with a forecast question such as

how to predict call volumes into a center handling over 20,000 calls a day

split between two call centers working as one. His ability was to

understand the challenge, interpret the questions into numbers in Excel,

and generate unique and customized reports enabling us to run the

business. He would even anticipate further questions I hadn't thought of

as a result of analyzing the data and would bring those answers to the

table. His analytical skills will be an asset to the next company that

hires him. " Steve Anderson, Houston Service Desk

"I've known Tod for nearly 15 years and can honestly say he's one of the

most intelligent, hard working, and patient people I've ever met. If it

wasn't for his patience, knowledge, and willingness to pass along that

knowledge, I would have never found the path I'm on now developing advanced

analytics solutions with Excel. He has a real knack for cutting through the

weeds to find the real underlying issues in complex problems." Paul

Sherrill, Money Management International

"I have known Tod for over 10 years now. Tod performed various reporting

and development tasks during the time he worked for me. Our clients were

always more than pleased with his work. Tod went the extra mile without

ever having to be asked. Tod is honest and trustworthy. You can always

count on him." - Dwaine Perry, Accenture

"We are currently working with Tod on a project basis. Tod has exceed all

our expectations on his project deliverables. He is an effective

communicator, problem solver and meets or exceeds his project deadlines.

He takes our vague requirements and creates tools that have helped us

streamline our data extraction/transformation processes." - Susan Lewis,

PrescribeWellness

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