Customer Service Manager
Resume:
Angela
McFadden
***** ********* ******* *****, ** 20832
301-***-****(cell); 301-***-****(fax)
*********@*******.***
Career Summary and Objective
Experienced professional offering a proven track record of
organizational efficiency and productivity improvements, specifically
in business analyses, office management, customer service and
communication skills.
Work Experience:
McFadden Autobrokers, Inc., Olney, MD
Office Manager, 2001- Present
? Analyzes and organizes day to day office operations and procedures
such as preparation of payroll, information management/filing systems,
purchase of supplies and other clerical services.
? Plans and monitors daily schedules and adjusts accordingly to ensure
adequate staffing levels to
support operational demands and business objectives.
? Processes all accounts payable requests, expense reports and
invoices, using Quickbooks.
? Communicates with high volume of clients to ensure timely and
accurate payments.
?Interacts daily with both internal and external clients, i.e.
wholesale and retail automobile dealers, MVA, etc.
?Arranges and schedules all out of area travel including airfare, care
transportation/car rental and lodging accommodation. Arranges for
automobile carriers to transport up to 12 vehicles from various East
Coast locations to Maryland auction.
?Recommends new work processes as appropriate.
Major Accomplishments:
Implemented computer based inventory system with Quickbooks which
increased sales and customer service by 50%.
Convista, Inc., Silver Spring, MD
Senior Software Analyst/Technical Writer, 1996- 2001
? Analyzed and defined user requirements, translating requirements into
software specifications.
? Analyzed requirements/design documents interpreted technical data to
meet user needs.
? Conducted software system/user testing for data validation.
? Conducted all sales activities from lead generation through close.
? Developed user manuals both hard copy and on-line help, requirements
analysis and design documents, instructional guides, system
administration manuals, reports, guides, for Windows and Web-based
products.
? Conducted on-site user software training.
? Prepared technical reports for staff/client meetings.
? Assisted in all phases of system development life cycle.
? Assisted in the implementation of company marketing plans.
Major Accomplishments:
Tested and helped implement a rules-based engine that produced complex
interventions for nurses at Health Management Corporation in Richmond,
VA to follow participant resulting in 70% increase in productivity.
Designed and wrote an On-line Help system using RoboHelp for the HMP
system.
Tested and participated in creating an internal web-based bug-tracking
system called Quality Manager.
Designed and wrote a Web-based HTML On-line Help system using RoboHelp
for the Quality Manager system.
Universal Automation Labs, Silver Spring, MD
Technical Writer/Analyst, 1994-1996
? Acted as management liaison for Joint Application Development (JAD)
sessions gathering data for requirements and site analyses.
? Analyzed and defined user requirements, translating requirements into
software specifications.
? Analyzed requirements/design documents interpreted technical data to
meet user needs.
? Conducted software system/user testing for data validation.
? Developed user manuals both hard copy and on-line help, requirements
analysis and design documents, instructional guides, system
administration manuals, reports, guides, for Windows and Web-based
products.
? Conducted on-site user software training.
? Prepared technical reports for staff/client meetings.
? Assisted in all phases of system development life cycle.
Major Accomplishments:
On site at Department of Agriculture, developed, tested, implemented
the FARMS system,and trained Department of Agriculture officials how to
use it. The FARMS system provided farmers information to use to
improve productivity in their farming practices and to provide a system
for the farmers to produce reports to the federal government as a part
of the government's grant requirements.
Provided upgrades to an existing Department of Education system and
developed user guides for personnel.
Developed collections system for Department of Justice for the
collection of bad debts. Developed user guides.
Met with Federal Aviation Agency officials at their site to conduct
requirements analyses for a low level wind sheer alert system and for
an automated weather observation system.
Huntington Mortgage, Gaithersburg, MD
Mortgage Loan Analyst, 1993-1994
? Analyzed client profiles for creditworthiness, character, and
collateral for mortgage loans.
? Consulted clients, employers, banks, lawyers, credit reporting
agencies and formulated loan recommendations.
? Prepared letters to clients, employers, banks, lawyers, credit
reporting agencies.
? Prepared loan documents for closing department.
Cambridge Scientific Abstracts, Bethesda, MD
Supervisor/Training Specialist/Administrative, 1988-1993
. Supervised all facets of Customer Service Department.
? Planned and monitored staffing schedules and adjusted accordingly to
ensure adequate staffing levels to
support customer service demands.
. Recruited to fill staffing vacancies.
. Prepared and conducted performance evaluations.
. Developed training materials and conducted training seminars.
. Implemented and managed billing collection department.
. Created new Standard Operation Procedures (SOP's) for customer
service department.
. Answered high volume of incoming calls and in-person inquiries
from clients and colleagues.
. Coordinated preparation and dissemination of company reports and
presentations for board meetings.
. Coordinated and set up high-level conference calls.
Education and Accreditations:
Licensed Mortgage Originator, Maryland Mortgage Association
Bachelors of Science, Maryland University,
College Park, MD
Associate of Arts Degree, Montgomery College,
Rockville, MD
Special Awards
Employee of the Quarter: CONVISTA, Inc.
Letter of Commendation for outstanding development of HMP documentation
Letter of Commendation for outstanding support to UAL documentation
Scholarship Award for outstanding artistic ability
Contact this candidate