Customer Service Manager
Resume:
M. Colleen Lyden
Delaware, OH *3015
Experienced Client Services Manager focused on accountability, effective organization, team work and
results. Excellent multi-tasker with strong desire to achieve win-win scenarios without sacrificing client
satisfaction. Recognized by colleagues as a reliable go-to person they count on to help find appropriate
resource(s) for resolving matters in a timely and professional manner.
DENOEWER FINANCIAL SERVICES, Delaware, OH 2013
Accountant / Bookkeeper
Accounting for several clients utilizing QuickBooks and on-line tax payment systems (EFTPS, OBG).
Responsibilities included payroll, bank reconciliation, and various tax recording/payments.
FIRSTSOURCE SOLUTIONS, Gahanna, OH 2012
Patient Service Representative
Working on-site at Grady Hospital (Delaware) to assess patient eligibility for financial assistance
programs for the uninsured. An extensive background check required for access to patient finance and
health information. Left position due to not able to accept location re-assignment (to southern Columbus).
STONERIVER, INC., Worthington, OH 2001 – 2011 (company closed the Ohio office in 2011)
Company started as Results International Systems (RIS), then became a division of Fiserv, and then sold
to StoneRiver (a P&C investment firm).
Project Coordinator (aka Resource Manager), 2008 – 2011
Performed planning and scheduling functions for staff of 25 in offices in two states and various remote
locations.
Assigned appropriate staff to meet project deliverables. Consistently met target dates.
Developed plans for optimal resource usage, at times creating several plans to find best option.
Created master schedules for resource usage and formulated accurate monthly consulting forecasts based
on assignments made.
Tracked trends in resource usage and provided reports on missed deliverables and root causes.
Client Services Manager, 2007 –2008
M. Colleen Lyden
353 Basswood St.
Delaware, OH 43015
Provided communication channel between company and clients for project related requirements
(development, quality assurance (QA), client services), as well as liaison to technical staff.
Served as the direct contact with clients to assure all communications and requests were addressed,
yielding high client satisfaction scores.
Assistant Director, Client Services, 2006 – 2007
Served as backup for client service director, overseeing daily client service functions.
Formed a Quality Assurance Department and implemented several tools and processes for this new
department, including creation of a process workflow, department / team charter, and various forms and
project logs for tracking.
Manager, Client Services, 2001– 2006
Managed (five to fifteen) direct reports who served as the clients’ technical IT personnel.
Appointed as first client services manager for company, introducing processes and forms to organize
client work, create team and lead job descriptions.
Successfully responded to constantly changing priorities for 20+ clients (small to mid-sized P&C
insurance companies) simultaneously.
Responsible for employee evaluations, pay grades, and day to day management consulting.
ALTA ANALYTICS, INC., Westerville, OH 1997 – 2001
Project Manager 1998 – 2001
Managed projects for this visual data mining software development company.
Managed project plan for the full development life cycle of the (NetLinks) products.
Facilitated team meetings and Joint Application Development (JAD) sessions.
Ensured efficient workflow by modifying procedures and staff assignments.
Business Analyst 1997 – 1998
Served as company liaison to (insurance) client business partners and technical staff involved in creating
scope documents, coordinating training efforts and facilitating JAD sessions and client meetings.
M. Colleen Lyden
353 Basswood St.
Delaware, OH 43015
Worked with clients to obtain requirements fitting with the use of the NetLinks tool resulting in
customer satisfaction with the successful implementation of the tool which discovered duplicate and
fraudulent claims.
CHASE BANK, Columbus, OH 1995 – 1997
Chase acquired Bank One in 1995
Team Lead, Bank Consolidations, Dallas, TX 1997
Managed alliance of 28 operation sites within 11 states into a single location.
Assisted in development of a work plan for diagnostic, design, development and implementation phases
in multi-million dollar downsizing effort.
Worked closely with affected sites on every facet from change management to facilities, ensuring current
customer service was not interrupted while the implementations completed successfully.
Business Analyst, EDI and Account Analysis, Columbus, OH 1995 – 1996
Coordinated customer set up, including collecting specifications, monitoring implementations, and active
liaison between customer and technical Bank staff.
PROFESSIONAL DEVELOPMENT
Lean Six Sigma White Belt
Certificate (with Honors), Dale Carnegie Speech Program
ACS Designation (Associate, Customer Service) through LOMA
Several Business Administration courses, Youngstown State University, Youngstown, OH
Toastmasters International: Past member and secretary of The Greater Columbus Toastmasters
American Management Association classes
Numerous project management and miscellaneous courses
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