Customer Service Project Manager
Resume:
Theresa M Lyons
Aurora, Colorado 80015
********@***.***
CAREER SUMMARY:
Strong management background in financial services, operations, and
customer service. Client relationship skills gained through sales and
account management. Proven project management skills demonstrated in
system conversions, customer conversions and centralization of functions.
SKILLS:
. Outstanding customer service skills - manage customer expectations by
building the relationship and maintaining exceptional customer support.
Follow up in a timely manner to all issues and listen to the customer.
Present a professional approach and maintain the integrity of the
company.
. Management skills - ability to lead, mentor, and develop staff by
counseling, goal setting and leading by example.
. Exceptional organizational skills - ability to multi-task and maintain
work load in a usable format. Prioritize work in order of importance
based on request or current need.
. Proven analytical skills - problem solving abilities using conceptual and
logical approach. Ability to analyze technical and manual issues and
make sound recommendations.
. Project management skills - keep projects on track through meetings and
documentation. Hold self and team accountable for progress.
. Six Sigma Green Belt - credited through the University of Wisconsin,
2009.
. Microsoft Office - Word and Excel
EMPLOYMENT BACKGROUND:
CENTER MANAGER 2003 - 2010
FISERV SOLUTIONS, INC. - Denver, CO 80216
Manager of the Denver Processing Center with a staff of one hundred and ten
employees operating 24 hours a day, 5days a week. Accountable for all
facets of the operation and building including budget preparation, monthly
forecast, and statistical reporting with focus on process improvements,
client satisfaction, and staff development.
Accomplishments:
. Over $25,000 in operational savings achieved using Six Sigma mythology
within the "Remote Capture Unit". Course involved in depth analysis of
the core processing, item processing and correspondent relationships.
. Established conversion documentation for each area of Item Processing
ensuring successful conversions for new clients and change in services
for existing clients.
. Decreased errors in processing by 30% by restructuring work flow for the
processing of over half a million items per night.
. Received the second highest Client Survey rating within the Fiserv Item
Processing Division which consisted of 26 locations throughout the United
States.
. Received "Exceptional Leadership" award for the development of staff.
. Achieved and maintained a Net Operating Profit greater than 25% over
budget for 3 years standing.
Theresa M Lyons
CLIENT SERVICE SUPERVISOR 2003 -
2003
COMMERCIAL FEDERAL BANK - Centennial, CO 80112
Managed the teller line and retail operation of the Arapahoe Branch.
Insured sales goals were met while maintaining accuracy of transactions and
staying in compliance of all banking regulation. Developed new business
relationships and improved customer service levels. Was responsible for
maintenance of the facility.
Accomplishments:
. Improved customer service levels by stabilizing the staff and
participating in community events.
SENIOR VICE PRESIDENT TREASURY AND TECHNOLOGY 1998 -
2002
UMB OF COLORADO - Denver, CO 80202
2001-2002, - Obtained new business while cross-selling to existing
customers. Prepared Request for Proposal and other documentation for Cash
Management products and pricing. Managed account relationship on several
major accounts.
Senior Vice President and Chief Operations Officer
1998-2001, - Division Manager for Colorado Operations. Managed Proof,
Bookkeeping, Customer Service, Lockbox, ATM, Cash Vault, Statement
Processing, and Analysis departments. Coordinated inter-bank activities
with holding company. Set yearly business plan and budget for operations.
Centralized the purchasing, wire transfer, and other operational functions.
Project manager for system upgrade to NT.
Accomplishments:
. Restructured the Lockbox, Analysis and ATM departments, setting quality
measures to ensure better service to the customer and accurate billing.
Income was raised 5%.
. Reduced staff by 13% without compromise to service by centralizing
functions and addressing performance issues.
. Generated over $73,000 in new business income within first four months in
new position. Received "Scout Sales Award" for highest sales in first
year.
Manager 1997 - 1998
DCI (DATA CENTER INC) - Denver, CO 80202
Project Manager for the development of the IPS Image Center using DSI and
NCR software. Task included space planning, construction site preparation,
and coordination of vendors for installation of data communication lines,
hardware and software. Managed Bookkeeping and Statement Processing
departments. Documented new customer set-up specifications and established
procedures for staff. Prepared monthly financial reports and billing for
existing customers.
Accomplishments:
. Converted the Center from traditional processing to image.
Manager 1996
- 1997
FIRST MERCHANTS - Denver, CO 80224
Managed the Administration, Bankruptcy, Customer Service and Insurance
groups. Responsible for the office management of the Denver Regional
Account Service Center. Office management included recruitment of all
employees, liaison between corporate Human Resources and 110 employees,
facilities, and purchasing.
Accomplishments:
. Designed new employee orientation packet and training guidelines for
supervisors.
. Improved accounts receivable process by changing cutoff times. Gained
one day float.
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