Manager Customer Service

Carol A. Marston

* ****** ** *******, ** 033**-***-***-

**** ********@*****.***

EDUCATION

. Completed 45% of MBA, Franklin Pierce University, 3.75 GPA, expected

completion date, Fall 2011

. B.S., General Studies, Major Coursework: Business, Franklin Pierce

University, Concord, NH GPA 3.69, 2005

. A.S., Computer Information Systems, NHTI, Concord, NH GPA 3.97, 1999

RELEVENT WORK HISTORY

Serco, Incorporated Portsmouth, NH

06/08 to Present File Room Unit Manager

. Manage a staff of 50 employees in a fast paced, constantly

changing environment.

. Wrote a reporting tool, using Crystal Reports to locate

misplaced files which is 90% successful.

. Received an excellence award within first year of hire for the

many improvements I implemented

. Created and implemented processes for 4 new complex tasks in my

department.

. Performed cost analysis and space analysis for various

departments.

. Used Excel knowledge to assist other departments in the company

and created company wide spreadsheets for reporting purposes.

Granite State Management & Resources

Concord, NH

12/07 to 05/08 Account Services Manager

. Created a tool to analyze performance statistics for account

services (collections) representatives and cost of servicing.

. Improved processes to prioritize workflow by writing queries in

an AS/400 environment for due diligence federal requirements.

Providian Financial/Washington Mutual Card Services

Concord, NH

11/04 to 10/07 Sr. Financial Analyst

. Created unit cost models, direct and indirect using Activity

Based Costing methods

. Analyzed cost trends for back office credit card operations to

ensure adherence to agreed upon costs for functions.

. Responsible for $35M yearly budget and monthly variance analysis

and explanation

. Generated monthly accruals, re-classes and adjustments for

operations group.

. Forecasted FTE and headcount for 26 depts. based on drivers

supplied by marketing and historical trends.

. Trained 2 financial analysts resulting in a flawless transition

to relocate the position.

10/00 to 11/04 Operations Manager, Proof of Deposit

. Managed 7 employees in a proof of deposit operation as well as

being a supporting manager to 40 people in a payment processing

operation.

. Conducted performance reviews and kept all employee

communication within guidelines established by HR.

. Responsible for daily balancing and transmission of ~$30M per

day.

. Created and enforced daily procedures for department to stay

within federal regulations and established SLA's.

. Saved $100K/yr by implementing a new return check process.

. Point person for all new projects within the check processing

and payment processing departments.

. Effectively learned complex process being transitioned from CA

to NH, documented, trained and processed backlog within an

extremely tight deadline.

. Established and maintained controls and set up testing scope for

new Sarbanes-Oxley law.

11/99 to 10/00 MIS Assistant

. Tested beta check processing software, documented software bugs

and suggested improvements

. Identified a Y2K issue in the software and corrected issue prior

to deadline for flawless processing

OTHER

. Previous experience includes 5 years customer service, 5 years

general accounting and 4 years computer operator, IBM

mainframes.

. Chairman, Supervisor of the Checklist, Ward 6 Concord, NH, 2007

- Present

. Federal Government clearance level - Secret

. Left all positions above due to layoffs, relocations and

closings

Contact this candidate