Customer Service Manager
Resume:
STEVEN V. SCHMITT
*************@*****.***
Financial Manager with proven ability to envision and execute highly
challenging goals, provide strong client relationship building and
financial project management skills, and deliver high quality professional
services. Seeking to apply these skills as a account manager.
ACCOMPLISHMENTS
. Exceptional financial information, budgeting and investment research
skills.
. Highly developed communications skills including preparing and
presenting findings in front of internal and external client base.
. Recognized by clients as a leader who exceeds expectations and
delivers high quality services; excellent customer service approach
and strong people skills.
. Strong sales & marketing experience including developing marketing
strategies and business development.
. Successfully managed small business and increased client base;
exceeding revenues by 50%.
. Successfully managed cross-functional, multiple divisional projects
concurrently, and completed projects on time and within budget.
. Proficiency in the Microsoft Business Suite- Excel, Word, Outlook,
Project and PowerPoint.
PROFESSIONAL EXPERIENCE
SVS Consulting December 2009 -
Present
Herndon, VA
. Consult with small businesses in the service industry to improve work
flow, sales and marketing and product development.
. Consult to help improve customer service and client satisfaction.
Creative Concrete Corp. December 2002
-December 2009
Silver Spring, MD
Manager of Sales & Marketing and Operations
. Introduced new business model that increased profit margin, while
providing high quality services.
. Managed annual new sales revenues of $750 - $850K.
. Exceeded business revenues by 50%.
. Established new business development, proposal management, and client
delivery to commercial and residential clients in Maryland, Virginia,
and Washington, D.C.
. Created Inventory/Cost Management systems.
. Acted as liaison with the President, Site Manager and Team to allow
for enhanced quality control and oversight resulting in increased
sales.
. Recognized by the clients as a professional and compassionate leader;
one who always puts the interests of the client first.
. Established and administered 401K for company and employees.
Thomson Financial/Primark Corp. November 1993 -
December 2002
Rockville, MD
Thomson Financial
December 1998- December 2002
Financial Research Manager
. Global Project Manager of initiatives to deploy and redesign databases
in Bangalore, India.
. Managed global data collection operations for twenty five plus person
staff located in Rockville, Maryland and Bangalore, India.
. Ensured that data collection was performed in an accurate and timely
manner while meeting product requirements and financial goals.
. Designed and tested a new Visual Basic application for the collection
of all data for the New Issues Database. This included developing
procedures and rules for the collection of data, designing a new
automated collection process, beta testing and software rollout.
. Developed new training programs and administered to Staff.
. Created and implemented quality control metrics to ensure data
collection of the highest quality.
. Responsible for the review and editing of systematically placed SGML
tags in EDGAR and electronic paper SEC filings.
. Reviewed and monitored contracts and daily operations of third party
keying of Annual Reports.
Primark Corp. November 1993 -
December 1998
Manager of Research August
1995 - December 1998
. Developed goals and new markets for sales support staff. Provided
frequent customer interface to include visits to client sites, product
demonstrations, attendance at trade shows and conferences to promote
services. Assisted with the negotiation of contracts with customers,
other vendors, and information providers.
. Provided leadership role with goals to initiate, research and manage
the development of financial information products, both for increased
revenues and operational improvements.
. Responsible for managing all operations in the Washington, D.C. office
including fifteen research and administrative staff.
. Restructured the Document Services Department and managed a marketing
strategy to increase the client base towards a national market.
. Analyzed, recommended and made decisions concerning the acquisition of
a specialized small business as an enhancement for our services.
. Responsible for financial research product development which exceeded
monthly revenue goals; and reviewed staffing/product reorganization
methods.
. Managed call center operations and customer service operations to
include P&L management, growth projections, and budget/forecasting
management.
. Initiated, developed and coached Customer Service Team meetings for
Research Center staff.
Primark Corp. November 1993 -
December 1998
Senior Researcher November 1993 - August
1995
. Responsible for managing the Securities and Exchange Commission (SEC)
section of the Research Department. Performed retrieval, customer
support, and research of SEC filings for analysts from major Wall
Street firms.
. Presented financial seminars/corporate training sessions for clients
and internal staff resulting in increased sales and product knowledge.
Prentice-Hall Legal & Financial Services, Inc.
April 1987 - July 1993
Washington, DC
Manager of Research September 1989-
July 1993
Assistant Manager of Research April 1988 -
September 1989
Research Associate April 1987 -
April 1988
EDUCATION
Masters of Public Administration - George Mason University -Public Policy -
GPA 3.4
Bachelor of Arts - University of Richmond - Economics and Sociology
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