Customer Service Manager

Matthew D. Lavoie

** ************ ***. . ************, ** 02882 . 401-***-****

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

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Executive Summary

Extensive experience in the development of data analysis tools spanning

both government and healthcare applications. Passionate about quality and

customer satisfaction. Proven record of improving efficiency,

productivity, and profitability through automation and process improvement.

Outstanding interpersonal, motivational, and presentation skills.

Analytical, articulate, and diligent.

Core Competencies

Trending Analysis Process Improvement Project Leadership Software

Automation Client Relations

Service-Levels

Contract Administration

Computer Programming Strategic Planning

Professional Experience

Dell/Perot Systems - Services Division, Providence, RI

Manager of Customer Service 2008-

Present

. Manage area responsible for the timely and accurate processing of

healthcare data while maintaining outstanding relationships with our

customer

. Accountable for 70 on-shore and 30 off-shore associates with 3 direct

reports

. Develop analysis, forecasting, and inventory management tools

. Accountable for meeting or exceeding service level agreements with

potential fines over $1M monthly

. Lead cross-functional teams across the organization to maximize

efficiencies

Naval Undersea Warfare Center, Newport, RI

Mathematical Scientist (Civilian)

2000-2008

. Lead tool developer for the analysis of torpedo systems

. Traveled globally to educate foreign Navies on torpedo analysis tool

development

. Acted as test director during live torpedo firings

. Developed the first portable torpedo software analysis suite for the

U.S. Navy

. Primary contract manager for software development

. Recipient of numerous awards for meritorious service as a civilian

Education

Bachelor of Science (Mathematics)

1996-2000

Worcester Polytechnic Institute, Worcester, MA 01609

. GPA 3.0

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