Customer Service Manager

Ronald A. Neubauer

*** **** **** **** *********, GA 30188 Phone: 908-***-**** **************@*******.***

E XPERIENCED CORPORATE MANAGER

Seventeen years professional experience in highly challenging and specialized settings, including Legal, R&D, Business/Corporate, and

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Academic environments.

Demonstrated proficiency of department/division management, including budgeting, marketing, staffing and supervision, workflow design,

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vendor management, purchasing and renewals, contracts and licensing, service integration, and reporting/analyzing service metrics.

Proven expertise in providing outstanding customer service, performing specialized research/analysis, and complex project management.

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Excellent analytical skills coupled with the ability to deliver targeted information in a timely fashion.

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Experienced with all aspects of competitive intelligence gathering and synthesis.

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Technical expertise in html/webpage design, complex relational database systems/Oracle, information classification, and the design of

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information systems and interfaces.

Professional Experience

2013

BEACON H I L L/ALSTON & bIRD – ATLANTA, GA

Legal Research L ibrarian

Provided specialized legal, competitive intelligence, and reference services and research for large multi national law firm.

Updated training and experience with all major database services, including Nexis/Lexis, Westlaw, D&B, PACER, and other specialized resources.

Experienced in tracking and billing time, managing complex assignments, driving multi person projects, containing costs, and delivering effective,

timely, and targeted results.

2013

SIX FLAGS OVER GEORGA – AUSTELL, GA

Security Officer

Provided security services for large, complex amusement park.

Trained in screening guests, checking bags and persons for prohibited items, customer relations, radio protocols, and assessing and properly

responding to emergency situations.

Demonstrated abilities in difficult situations with proper levels of professionalism and courtesy coupled with requisite applications of established

park protocol.

2003 to 2010

At & t labs-research – f lorham park, nj

Head Research Librarian

Managed specialized technical online and physical Library, serving AT&T’s Research organization and the wider “technical community".

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Produced numerous high level projects and deliverables, managing process from end to end.

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Participated as an integral member of the Publications Release and Copyright Transfer process team, requiring cross unit coordination with

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Intellectual Property, Legal, Public Affairs, Public Relations, and Corporate Security, as well as external publishers.

Performed vendor negotiations and management throughout the year as well as related budgeting, electronic service provisioning, and

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service evaluation processes.

1999 to 2003

At & t information research center – mT. kemble, nj

Senior Account Manager/Research Librarian

Led team of six Researchers, with focus on resource evaluation, prioritization, and collection development.

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Responsible for budget of $8M $12M, annually.

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Managed three Researchers directly, coordinating all research projects, reports, and newsletters.

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Directed consulting firm Macrosoft Inc. in developing a custom electronic analytical system that directly assisted the Global Sales Force to

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identify new revenue streams and growth areas.

Provided single point of contact service, responsible for all research information requests on International topics, for the enterprise.

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Strengthened strategic relationships with key users and user groups globally for the benefit of the organization.

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Managed large talks, workshops, and presentation given by external experts and consultants focused on providing AT&T with keen insights

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into emerging market trends and directions.

1997 to 1999

AT&T I NFORMATION SERVICES – BASKING RIDGE, nj

Subject Mat ter Expert/Reference Librarian

Elevated to International Research Team Leader, responsible for supervision and management of staff of 3. Responsibilities included training,

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leadership, extensive project management, and dialoguing with clients to ensure deliverables of the highest caliber.

Helped lead process changing initiative that focused on transitioning paper based information dissemination towards electronic deliverables,

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resulting in increased efficiencies coupled with significant cost savings to the enterprise.

Provided highly specialized, targeted information retrieval. Supported all of AT&T’s business lines with numerous high level, complex research

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assignments and projects.

1994 to 1997

wachtell, lipton, rosen, & katz – NEW YORK, nY

Legal Research L ibrarian

Provided reference services on extremely complex and varied subjects for a world renowned M&A Law Firm.

Led and participated in numerous high level projects across the firm.

Transitioned paper based clipping service to electronic services which allowed for the cancellation of numerous subscriptions and the realization of

significant cost efficiencies.

1993 to 1994

UN ION COUNTY COLLEGE – ELIZABTH, nJ

Reference Librarian

Part time position while finishing Master’s degree.

Provided reference services on varied subjects for both students and faculty.

Collaborated with faculty to integrate and align curriculum to take advantage of library services and offerings.

Conducted library tours and class instructions of services and facilities.

Involved with integrating Pro Quest information services to user population, including training.

Participated in collection development process.

Managed facility in evenings.

Education

RUTGERS UNIVERSITY–NEW BRUNSWICK, NJ

Masters of Library and Information Science (MLIS), 1994

THE RICHARD STOCKTON COLLEGE OF NEW JERSEY–POMONA, NJ

Bachelors of Historical Studies (BA), 1992

CAMBRIDGE INSTITUTE OF ALLIED HEALTH & TECHNOLOGY ATLANTA, GA

Radiation Therapy Program, 2011 2012

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