PATRICK EMMER

**** ****** *** ***** *** Vegas NV 89031

Phone: 702-***-**** Cellular: 702-***-****

abijl6@r.postjobfree.com

EDUCATION

American Intercontinental University

Bachelor of Arts / Business Administration

• Dual concentrations in Operations Management and Project Management

• Graduated magna cum laude (3.50 GPA)

Associate of Arts Degree in Business Management

COMPUTER SKILLS

• Microsoft Office Word, Excel, Power Point, Project, and Outlook; Intuit QuickBooks

• Infinium (Accounts Payable software program for the Gaming Industry)

• Avaya PBX (Environment Control software)

• On-Screen Takeoff (Construction estimating software)

STRENGTHS / QUALIFICATIONS

MANAGERIAL SKILLS

• Acted as Concrete Estimator for Westcor Construction Las Vegas; oversaw all aspects of the bid process, from the

invitation to bid to the finished product.

• Participated in companywide managerial strategy meetings, designed to generate customer leads and channel

company assets in an effort to optimize productivity.

• Instrumental in developing and implementing the company Quality Assurance Program; project involved gathering

quantifiable statistical data, in order to establish company production standards required for industry-wide accreditation.

SUPERVISORY SKILLS

• Supervised a staff of approximately 25 call center operators at an Illinois Call Center; responsibilities included; in

processing, operator’s training, shift scheduling, payroll, H.R. issues, and disciplinary situations.

• Acted as shift supervisor; responsible for ensuring employees adhered to company policy and standards; assisted in

immediate problem resolution.

• Authored and maintained company Employee Handbook, modeled on current Illinois employment standards.

• As a paratrooper in the Army’s 82 Airborne Division, served as in Infantry Squad Leader for a machinegun and anti-

nd

tank squad.

CUSTOMER SERVICE SKILLS

Call Center Manager

• Managed over 300 commercial accounts.

• Customer service responsibilities included: service inquiries, contract negotiation, new service setup, new client

protocol, maintaining our standard of service, and problem resolution.

Concrete Estimator

• Responsible for establishing and maintaining construction industry contacts; included

Pre-construction, ongoing construction, and postproduction relationships. Aspects included: lead generation, construction

scheduling, and subcontractor coordination, requests for information, change orders, retrofitting, and postproduction

customer satisfaction.

ADMINISTRATIVE SKILLS

Call Center Manager

• Maintained all client records and employee files.

• Prepared and filed all quarterly and year-end employee related tax returns.

• Prepared all monthly, quarterly, and year-end Profit & Loss statements.

• Maintained all aspects of company Accounts Receivable and Accounts Payable issues.

Concrete Estimator

• Maintained all job record files for prospective, current, and completed jobs.

• Maintained databases for customer and supplier contacts.

• Responsible for all recordkeeping for the Quality Assurance Program (subject to external audit for accountability and

adherence).

REPORTING SKILLS

CitiBank

• Included monitoring 200 total communication Hubs throughout North America; prepared a daily series of

compliance reports incorporating the areas of traffic usage, system security, compatibility, and user accountability.

• Reports distributed throughout a hierarchy of managerial staff in order to judge the effectiveness of the North

American voice communication system as set forth by CitiGroup.

Connect Two Call Center

• Compiled M.I.S. reports using call volume reports generated from the communication system call volume reports;

reports pertained to: Traffic flow analysis and forecast; Accounts receivable generation.

• Operator training, scheduling, and efficiency analysis; marketing analysis.

EXPERIENCE

CITIBANK – Las Vegas, NV 2009 - 2010

Voice Systems Analyst

• North American Voice Integration & Operations, Process Control Group

• Monitored CitiGroup’s North American voice messaging systems for operational errors, security violations,

compliance issues, and quality assurance.

PINNACLE ENTERTAINMENT - Las Vegas, NV 2008 to 2008

Project Accounting Clerk (temporary job, assignment ended)

WESTCOR CONSTRUCTION - Las Vegas, NV 2006 - 2007

Concrete Estimator

CONNECT TWO CALL CENTER – Rockford, IL 1989 – 2006

Managing Partner

COMMUNITY INVOLVEMENT

Home Owners Association / Las Vegas, NV / Member

American Red Cross / DeKalb County, IL / Board Member

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