Customer Service Management

Andre S. Givens

**** ***** ****** **** (p) 317-***-****

Indianapolis, IN 46214 *****.******@*******.***

Organizational Leader with over 10 years progressive experience in Education Management,

Information Technology, and Real Estate Industries.

SKILLS/ QUALIFICATION

Strategic Process Planning and Improvement Performance Management & Optimization System Testing &

Implementation Customer Service & Compliance Problem Solving Quality Control Public Speaking

Enterprise Risk Management Decision Making Project Management Organizational Stewardship MBA

EDUCATION

Master of Business Administration-MBA

Graduate Credit Certificate in Organizational Leadership

University of Indianapolis, Indianapolis, IN

B.S., Management of Information Systems

Indiana State University, Terre Haute, IN

PROFESSIONAL EXPERIENCE

ITT Educational Services Inc., Carmel IN

Director of Academic Administration, Online Division- 2006-Present

• Provide leadership, direction, motivation and supervision to the Registrar, Associate Registrars,

Record Coordinators, and Manager of Academic Administration.

• Interact with senior management, IT staff, project managers, and functional departments on

organizational technology enhancement systems to improve operational efficiency.

• Monitors, analyzes and evaluates key performance metrics such as reports on course schedules, course

transfer credits, approval of graduation eligibility, degree audits, transcripts, enrollment/degree

verification, student admissions, academic records, student support programs and services.

• Guides direct reports and oversee their work to ensure compliance with policies and procedures,

ethical practices, government agencies, guidelines and accrediting organization’s criteria; stays up-to-

date of changes in law and regulations.

• Collaborate with management to plan, develop and implement performance improvement initiatives.

• Oversees the training and development of employees. Coaches staff in the growth and improvement of

skills through timely, specific and constructive feedback.

• Leadership Council Member – provide training to new management, first responder guidance to

questions, technical issues, and communication of information and best practices.

National Registrar, Online Division

• Directs and oversees registration and admission functions.

• Contributing information and recommendations to online marketing strategic plan; preparing and completing action plans;

implementing production, productivity, quality and customer-service standards

• Achieve an average of 34% increase in new business year-over-year. Performed at 98% of goal-2012

without adding additional staff

• Evaluated post-secondary transcripts for possible course transfer credits including analyzing related course

content from transferring schools for equivalent course material and approving the appropriate credit

Student Support Coordinator

• Served as troubleshooter software applications, software functionality, operating systems and Internet

configuration

• Instructed users on system/procedural changes and new applications

• First level system administration of client environments including: Tracking all changes and working with

our internal teams to ensure optimal performance and response time,

Simon Property Group, Indianapolis IN

Help Desk Support (contract position) 2006

• Call Center Ticket Resolution, of hardware/software issues

• Served as troubleshooter WAN/LAN connections and enhancing user system performance

• Configured web interface through PING, TRACERT and other troubleshooting tools

Oak Street Mortgage LLC, Carmel, IN

System Support Analyst 2004-2006

• Responsible for release and support of the organizations $2.5M dollar web-based point-of-sale (POS)

automated system

• Communicated with external and internal end-users via telephone and email regards to the

technical problems or system guidance

• Mapped network drives, printers and peripherals

HSBC Consumer Lending, Carmel, IN

Account Executive 2003-2004

• Responsible for marketing contemporary financial and insurance products to new and existing customers

• Served as team lead on local advertising marketing initiative to generate increase in clientele

• Determined the most appropriate type of loan for a particular customer and explain specific requirements

and restriction associated with the loan

TECHNICAL SKILLS

Oracle, SQL Server/Database, HTML, MS Office Suites, Microsoft CRM Dynamics-Lead Management

Database, Cognos Business Intelligence System, Database Management, Ad Astra Information Systems,

System Analysis, Users Acceptance Testing (UAT),Recession/Beta System Testing, Electronic Documentation

Interface Design, VPN, System Configuration, Troubleshooting and Resolution

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