Customer Service Project Manager

Daniel L. Hall

***** ****** ***. 740-***-**** (h)

Millersport, OH 43046 614-***-**** (c)

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

Professional Summary

Results-driven team player with over 15 years experience in systems

development, customer service and production print, finish and mail

capacities. Demonstrated strengths as a bilingual two-way communicator,

motivator, solution provider, problem solver and business systems liaison

with a focus on exceeding expectations and on time delivery.

Experience

COMFORCE - Sedgwick CMS February 3, 2009

to Present

Business Systems Analyst II

. As a part of the system development process, owned specific releases or

parts of releases from start to finish.

. Led the requirements gathering effort for large projects for a third

party FMLA/Absence Benefits and Worker's Compensation administrator's

.NET application; executed a requirements management plan for assigned

projects; took ownership of the business analysis role throughout the

release.

. Identified and understood stakeholders; initiated and facilitated

meetings and discussions with stakeholders as appropriate.

. Worked with project requestors, operations, business representatives, and

IT representatives to ensure complete understanding of software

requirements; provided business related IT knowledge to business

representatives during the requirements management process.

. Produced project requirements documentation, including Business

Requirements, Change Requests, Functional Design Documents, process

diagrams, report mock-ups, wire frames, User-Interface mock ups and other

documentation as required.

. Participated in testing requirements and training end users for user

acceptance testing as needed.

. Finished work in advance of deadlines on a regular basis and managed work

to timelines focusing on regular releases of features.

. Maintained a library of over 2500 business templates and cleaned up their

.xml using Notepad ++.

. Tools used include HP Quality Center, SQL Server Management Studio,

Microsoft Word, Excel, Access, Powerpoint, Visio and Outlook.

Nationwide Document Solutions

February 2002 to January 31, 2009

Manager IT Operations, Small Operations Manager, Supervisor IV

. Managed a production facility responsible for printing, inserting and

mailing business correspondence, bills, checks, confirmations,

quarterly and annual statements.

. Ensured Service Level Agreements for most lines of business including

quarterly and annual statement production, fulfillment and mailing as

well as other daily business letters. SLA achievement was consistently

well above 99%.

. Built and maintained an effective and productive team. The team

consistently had the highest performance rating of the four teams

within Document Solutions.

. Worked closely with customers to ensure their satisfaction with team

deliverables. Developed and maintained effective working relationships

designed to enable us to effectively meet or exceed their business

expectations.

. Developed procedures to expedite document processing and eliminate

bottlenecks thus providing for a reduction in completion time, reprint

costs resulting in faster service.

. Coordinated development, testing and software launches for new systems

used in support of the day to day effort.

. Facilitated the career development of associates resulting in

promotions to leadership, training and coordinator roles.

. Scheduled approximately a dozen full time employees as well as several

temps.

. Worked with management tools such as TOPS, ePMP, HRIS and eCAT.

. Managed benefits, vacations, FMLA, and other human resource issues.

Nationwide Global

January 2000 to February 2002

Lead Business Systems Analyst

1. Led "in country" system implementation releases. Provided for on time

and effective launching of customer service tools in Poland and Brazil.

2. Developed and managed relationships with administrative, systems and

management personnel from the local operating companies. This resulted

in a very cooperative and productive work environment.

3. Participated as an insurance and investment process resource and

solution modeler working with Ingenium and Amarta to build a system to

allow Nationwide Global to grow their business in international

markets. Areas of focus included New Business, Claims, Exchanges, and

other customer service areas.

4. Led efforts to identify, design and develop the business requirements

and functionality needed to effectively administer investment and

insurance products abroad thus providing for a local operating company

sensitive system able to process Nationwide Global business.

5. Led gap analysis, use case development, functional requirements

documentation and procedures development abroad and in Columbus.

6. Responsible for the production of several contractors from multiple

vendors e.g. Solcorp and several Nationwide associates. Effectively

managed their efforts and skill sets to get the job done on time and

within budget.

7. NSC-Certified Project Manager

8. Participated in writing test plans and all phases of testing such as

acceptance testing, user testing, regression testing and model office

testing.

9. Led product and system launches abroad.

Worked in a production support capacity as needed. This provided the

local operating companies with a resource for both technical and product

related issues.

Nationwide, Post Employment Health Plan 1997 - 2000

Lead Customer Service Analyst

11. Answered customer service phone calls for English, Portuguese and

Spanish, for Deferred Compensation and PEHP participants.

12. Developed processes and workflows for all aspects of PEHP business

which included launching a new product on an existing base of systems.

13. Participated in testing such as writing test scenarios, acceptance

testing and user testing.

14. Administered all aspects of PEHP including payroll, payouts, new

business, suspense, claims, sales support, entity support, customer

correspondence, training, etc.

15. Developed all the administrative procedures needed to effectively run

PEHP.

16. NASD Series 6 was required, score: 92%.

Nationwide, Deferred Compensation 1996 -1997

Bilingual Customer Service Representative

17. Answered customer service calls for the South Central Region for

English, Portuguese and Spanish participants.

18. Processed payroll contributions and suspense items.

19. Other tasks as requested.

. Prior to Nationwide, held positions with:

. Atlantic (National) Envelope

. Mailer's Equipment Company / Friden Alcatel

. Pitney Bowes

Education

Master's Degree Eastern Michigan University Ypsilanti, MI

20. Master's Degree, Foreign Language and International Trade, (Bilingual

MBA)

21. Attended University of Madrid for Master's Degree, Colegio San Juan

Evangelista, Madrid, Spain

Bachelor's Degree West Virginia University Morgantown,

WV

1. Bachelor's Degree, Business Administration and Spanish

2. Attended University of Madrid for Bachelor's Degree, Colegio

Complutense,

Madrid, Spain

Technical Skills

. Deliverables: Business Requirements, Functional Designs, User Stories,

Wireframes, User Test Scripts, Root Cause Analysis

. GUI/Tools: MS Word, Visio, Project, Powerpoint, Excel, SQL Server

Management Studio

. Defect Tracking and Testing: HP Quality Center

. Methodologies: Waterfall, Iterative, Agile

Awards and Recognition

Recognized by the Sedgwick CMS "Values in Action" program for displaying

the core value of Operating As One Company, One Team. January 4, 2010

Contact this candidate