Customer Service Manager

801-***-**** Cell

Email: ***********@*****.***

SUMMARY

Professional with experience in the business, operational and technical

facets in many industries. Successfully contributed to industry leaders

including Fidelity Investments, General Electric and Franklin Templeton

Bank.

Beta/UA Testing Test Scenario Scripts

Post Implementation Testing Conversions

Change Control Recommendations

Project Management Production Issue Management

Liaison Mentoring / Training

PROFESSIONAL EXPERIENCE

Analyst; Technical Projects

. Converted card portfolio from primary service provider to new

provider, resulting in $250,000 savings monthly.

. Successfully completed a conversion of 80,000 accounts from

vendor's old system to their new system.

. Analyst for an extensive, one-year project partnered with FDR.

Over $1,000,000 of custom code was written, tested and implemented.

. Bank project lead for a 2-year project ($500,000 hard costs).

Included product definition, testing, and implementation of

communication across multiple systems.

. Redesigned card plastic to reduce inventory to one card stock from

four, saving $30,000 + in first replacement order.

. Letter of commendation received from Total Systems for completing

beta testing of merchant category authorization upgrade for

company's card client base.

. Enhancement Committee participant identifying upgrades and changes

needed to support bank business solution.

. Facilitated both technical and visual design of combined statement

for personal spending accounts. Wrote audit worksheet, performed

monthly statement audits.

. Composed requirement documentation based on client needs and wants

for health and welfare administration. Configure proprietary

software to meet client's needs. Test and validate the

configuration met client's business rules. Received 'very

satisfied' survey review from client. Hard date deadlines

consistently met.

. Managed Investment feature on HSA card, including web access and

content, customer fulfillment and statistical reporting.

. Designed relational databases for Informix, Oracle, DB2 and

Microsoft Access platforms.

. Completed all facets of card product development including Visa

paperwork, card and carrier design, terms and conditions, web and

fulfillment content. Implementation on card system, user testing,

and production issue support.

. Research and Development Supervisor for bank products.

. 10+ years in research, development and analysis.

. 6 years project management.

Operational Management

. Director of Card Operations for new start up bank. Wrote policy

and procedures, designed maintenance forms, customer letters and

created workflows for procedures.

. Led weekly meetings identifying production issues and assigned

tasks to team members. Monitored resolution completion and

communicated new policy and procedures to bank team members.

. Customer Service Manager for call center, handle escalation calls

from customers.

. Operations Manager responsible for day to day maintenance, issue

resolution and new product development.

. Authorization Manager monitoring approval and declination rate of

purchase transactions to maintain a 99% approval rate by adjusting

authorization criteria.

. Trained customer service personnel in new changes and requirements

implemented by Visa and MasterCard in their twice-yearly system

updates.

. Formal facilitator and interviewing training.

Vendor Management

. Managed Visa and MasterCard relationships for several employers for

multiple card products.

. Oversaw multiple vendors and ensured delivery of quality products

for million-dollar project.

. Created and implemented customer fulfillment for several products.

Worked with several print, mail and data processors vendors.

. Banks' representative for major card processing companies.

Assets

. 10+ years in the financial and banking industry

. 10 years in supervisory and management positions

. 6 years in Health and Welfare Industry

. 4 years in Grocery and Pharmacy Industry

. Entrepreneur

TECHNICAL EXPERIENCE

Software Programs:

MS Office

MS Front Page

MS Outlook Express

VISIO

Mobius - Reporting Package

ErWin, System Engineer

Softrax - Billing

Enterprize Wizard

Ultra Edit

SPECIALIZED TRAINING

Data Modeling & Relational Data Design

Data Warehouse Design & Construction

Facilitative Leadership

Targeted Selection Interviewing

EMPLOYMENT HISTORY

HEALTHBENEFIT BANK dba BLUE HEALTHCARE BANK, Salt Lake City, Utah

Solution Architect 2008-2009

Director, Card Operations 2006-2008

AUTOMATIC DATA PROCESSING, (ADP), Salt Lake City, Utah

Implementation Consultant 2004-2006

FRANKLIN TEMPLETON BANK & TRUST, F.S.B., Salt Lake City, Utah

Project Manager, Customer Service & Operations Manager 2000-

2003

AMERICAN STORES / ALBERTSONS, Salt Lake City, Utah

System Analyst, Sr. Business Analyst 1996-

2000

GE CAPITAL FINANCIAL, Salt Lake City, Utah

Business Analyst, Authorization Manager 1994-

1996

FIDELITY INVESTMENTS

Operations Analyst 1992-1994

EDUCATION

Associate Science Degree, 1998 Salt Lake Community College, Salt Lake

City, Utah

Areas of Study: Business Communications, Management, and Law,

Accounting, Computer Science

UTAH ANIMAL ADOPTION CENTER

Board Member 2009 -

Present

achelor's Degree

Contact this candidate