Customer Service Management

Lisa Belanger, MBA

*** **** ****** ******, ***. *A, Boston, MA 02127

Cell: 207-***-**** ****.********@*****.***

PROFESSIONAL EXPERIENCE

Bright Horizons Family Solutions, Watertown, MA January 2010-Present

The world’s leading provider of employer-sponsored child care, early education, and work/life solutions

OPERATIONS ANALYST – FINANCIAL PLANNING & ANALYSIS

• Responsible for developing and analyzing multi-layer annual budgets

• Prepares monthly revenue, labor, and expense forecasts, as well as variance analysis to budget and forecast

• Provides market research, financial modeling, and ad hoc scenario analysis used to make long term operational decisions by senior

management

• Partners with field personnel in monitoring and analyzing center performance, trends, and the financial impact of operational changes and

initiatives, offering recommendations for cost savings and center efficiencies

• Acts as liaison to corporate clients providing metrics on meeting and/or exceeding budget goals

Federal Home Loan Bank of Boston, Boston, MA 2006-2010

Cooperatively owned by more than 450 New England financial institutions, the Bank provides reliable access to wholesale credit to its

members and other qualified institutions

BUSINESS ANALYST – STRATEGIC & FINANCIAL PLANNING / 2007-2010

• Provided monthly variance reporting in regards to operating and capital budgets and expenditures

• Provided strategic and financial analytical support in the compilation of a project portfolio and prioritization of projects, as well as the

allocation of resources to projects

PROJECT COORDINATOR / 2006-2007

• Provided a high level of customer service to the mortgage program’s 200+ clients, assisting with various customer inquiries

• Managed quarterly client training sessions and provided administrative support to First Vice President and sales team

State Street Corporation, Boston, MA 2005-2006

Leading provider of financial services to institutional investors

FUND ACCOUNTANT

• Provided net asset information, monitored general ledger accounts, and verified financial statements used to report daily trades for mutual

funds owned by a multi-million dollar client

• Trained and mentored new hires

a.s.r.i. (Advertising Services for Recruitment, Inc.), Waltham, MA 2004-2005

Advertising agency specializing in recruitment prints ads and employee retention programs

CLIENT SPECIALIST

• Served as a liaison between the client, a.s.r.i.’s art department, and print publications

• Assessed clients’ recruitment needs and goals, researched target markets, designed and published advertisements

• Provided a high level of customer service in the midst of a very deadline-driven environment

EDUCATION & PROFESSIONAL DEVELOPMENT

MBA, Strategy and Business Analysis Concentration

Boston University, Graduate School of Management, Professional Evening MBA Program, Boston, MA 2012

Bachelor of Science, Managerial Economics

Bentley University, Waltham, MA 2004

• Business Communications concentration, Marketing minor, Campus Activities Board, Women’s Rugby Football Club, Freshmen

Orientation Leader

Continuing Professional Development Exposure

• Managing Multiple Priorities, Projects, and Deadlines, Fred Pryor Time Management Seminars; Secrets to Facilitating Strategy,

Leadership Strategies; Executive Written Communication, Boston University; Effective Public Speaking, Dale Deletis

COMMUNITY INVOLVEMENT

Team Captain/Fundraiser, NOCC Break the Silence on Ovarian Cancer Walk;Volunteer, Boston Cares; Volunteer, My Brother’s Keeper; Event

Volunteer, Bridge Over Troubled Waters charity auction; Math Tutor, America Counts

TECHNICAL PROFICIENCIES

Microsoft Excel, Word, PowerPoint, and Outlook; Lotus Notes; PeopleSoft; Hyperion with Essbase functionality and Smartview

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