Customer Service Manager

THOMAS WALTERS

*B Tampa Street, Nashua, New Hampshire 03064 603-***-**** (

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

BUSINESS ANALYST ( PAYROLL ADMINISTRATION SPECIALIST

Dynamic and solutions-focused professional with 10+ years of experience in

diverse technical and training roles, including 10 years as an analyst,

specialist, and support manager for Fidelity Investments. Instrumental in

delivering top-quality client services, with a reputation for communicating

strategies and information to enhance business operations. Forward-thinking

leader with the ability to respond to shifting needs and environments and

uncover new opportunities for growth and success.

Business Analysis Operational & Staff Management Financial Management:

Budgeting, Payroll

Technology Implementations Client Services & Support System Training

Documentation

Spanish, Italian & French Proficiency American Sign Language

PROFESSIONAL HISTORY

BEST FITNESS, Nashua, New Hampshire ( 2007-Present

Athletic fitness center and gym.

TRAINING MANAGER

Drive daily activities of personal training department, from budgeting and

payroll management to resolution of HR-related issues. Optimize experience

by performing fitness assessments for new members and steering them towards

appropriate personal training opportunities.

. Generated 15%+ boost to revenue while serving as sales leader throughout

2009.

. Significantly reduced employee turnover through proactive

communication and support, resulting in team vision and mentality that

optimized the environment and staff satisfaction.

FIDELITY INVESTMENTS, New Hampshire & Massachusetts ( 1996-2007

Global provider of financial services and investment resources

IMPLEMENTATION SPECIALIST, Merrimack, New Hampshire (2003-2007)

Spearheaded all aspects of payroll implementation and administration for

mid-level clients. Ensured system and information integrity by conducting

detailed data analysis, DC Contribution/Payroll Integration, payroll data

and balances scrubbing, and uploading of data into Oracle-based system.

Delivered training on data entry and provided ongoing support to enhance

system usability, as well as documentation that detailed critical system

instructions and information.

. Supported increased revenue and ongoing business through implementation

of patrol systems and services for 30+ multi-sized companies (3-250

employees).

. Saved $100K+ annually by retaining firm's largest and most prestigious

client despite plans to transition to another provider. Consulted with

internal teams and developed a strategy to resolve outstanding problems,

as well as a service level agreement to address future issues.

. Tapped to join Client Services due to reputation for delivering

consistent, high-quality customer service.

BUSINESS ANALYST - Application Services Group, Merrimack, New Hampshire

(2000-2003)

Optimized technology use through creation of, and ongoing updates to,

documentation and database supporting 75 applications for Fidelity Employer

Services Company's (FESCo) HR, Health and Welfare and Benefits Management

offerings.

. Provided critical document clarity and updates that boosted

productivity by reducing need for repeat visits to end user machines

for repair.

Continued...

THOMAS WALTERS ( Page 2 ( ************@***.***

FIDELITY INVESTMENTS, continued

DESKTOP SUPPORT MANAGER, Boston, Massachusetts/Merrimack, New Hampshire

(1996-2000)

Directed technical staff in providing support of applications critical to

FESCo HR, Health and Welfare and Benefits Management offerings. Promoted

after just 1 year from original Boston-based role as Technician delivering

HR/Payroll software expertise and assistance to client nationwide.

. Ensured smooth transition and ongoing technical operability throughout

large-sale migration of 750 employees to a new location.

. Safeguarded proprietary information and protected systems through

installation of security software for 300 nationwide users.

. Drastically improved support operations (from original "system" of 1

un-manned telephone with voicemail) through introduction of a

dedicated help desk with operators to answer calls, assess needs, and

assign technical specialists to resolve issues.

ADDITIONAL HISTORY

AUTHOR, HOST ( 2+ years

. Compose articles and scripts for Living Joyfully, an acclaimed weekly

blog and bi-weekly podcast.

http://web.me.com/thom_walters/Living_Joyfully/Welcome.html

FREELANCE WRITER ( 2+ years

. Deliver web and graphic design services to a financial institution and

business training company.

EDUCATION

Bachelor of Science in Psychology

University of Massachusetts, Amherst, Massachusetts

TECHNICAL SKILLS

MS Office & Visio ( Dreamweaver ( Photoshop ( Quarkxpress ( Framemaker (

Robohelp ( Snagit

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