Customer Service Manager

STEVE NIPPER

**** ********* ******* ****

Texarkana, AR 71854

870-***-**** cell

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

SUMMARY

? More than thirty years of management and technical experience in

insurance, banking, finance, economic development, customer service,

computer hardware/software/networking, facilities, consulting, and

training.

? Proven capacity to assess organizational needs and implement effective

administrative procedures and controls.

? Recognized leadership ability including mentoring of employees.

? Adept at communicating with all types of individuals and groups in any

situation.

? Strong problem solving and project coordination skills.

? Highly competent with technology matters including computer

hardware/software/networking, audio/visual and telecommunications.

ACCOMPLISHMENTS

? Profitably managed and operated my own independent insurance agency

business for ten years.

? Selected, installed and maintained all computer hardware, software and

networking for insurance agency automation.

? Implemented crucial financial controls and operational procedures for a

separate, financially distressed independent insurance agency.

? Directed the design, construction, staffing and opening of a new branch

bank facility.

? Created an economic development, non-profit organization's commercial

lending and technical assistance operation including the origination of a

multi-million dollar commercial loan portfolio.

? Directed the staff and operations providing all education, installation,

call center and consulting services to nationwide software customer base.

? Implemented new call-center procedures to measure and improve customer

satisfaction with call center customer support.

? Developed and implemented several innovative customer service programs

including an automated call tracking system, a quarterly customer

satisfaction survey, and an employee recognition and incentive program

focused on customer satisfaction.

? Initiated standards and procedures for software product planning, design,

testing, documentation, release and distribution, pricing, implementation

and customer support.

? Managed the design, development and implementation of innovative

financial transaction processing, tracking, and reporting software.

? Designed and managed the implementation of multi-state banking branch

automation systems.

? Selected and implemented the equipment, programming content, and staffing

of a new state-of-the-art planetarium facility.

Steve Nipper

Page 2.

EMPLOYMENT

Planetarium Manager Museum of Science & Industry

2007-2009

Operations Manager Hunnicutt Insurance Agency

2006-2007

President/Principal/Agent Nipper & Nipper Insurance Agency

1996-2006

Senior Vice President, Elk Horn Bank Southern Development Bancorp

1994-1995

Vice President, Arkansas Enterprise Group "

1990-1994

Manager, Implementation &Training Brock Control Systems

1989-1990

Director of Customer Service Fannie Mae Software Systems

1986-1989

Manager of Consulting Services ISC Systems Corporation

1984-1986

Software Center Manager "

1983-1984

Account Manager Systematics Inc.

1982-1983

Systems Programming Manager "

1981-1982

Systems Programmer "

1980-1981

Programmer/Analyst First National Bank of Fort Worth

1979-1980

Programmer/Analyst First National Bank of Shreveport

1977-1979

EDUCATION/CERTIFICATION

BS - Business Administration/Data Processing, Louisiana Tech University

MS - Astronomy, Swinburne University of Technology

EDFP - Economic Development Finance Professional, National Development

Council

CDP - Certificate in Data Processing, Institute for Certification of

Computer Professionals

REFERENCES AVAILABLE ON REQUEST

Contact this candidate