Customer Service Manager
Resume:
PATRICIA R. MADRO
Skokie, Illinois 60077
home: 847-***-****
cell: 847-***-****
e-mail: *******@*******.***
PROFILE:
o Over 20 years experience in a fast-paced, high pressure investment
banking environment; creative project management, from design concept and
layout through final production; proven problem-solving abilities.
o A reputation of producing work of uncompromising quality at all times.
o Proficient in Microsoft Word, Microsoft PowerPoint, Microsoft Excel, and
Adobe Acrobat. Working knowledge of Adobe Photoshop and Adobe
Illustrator.
EXPERIENCE:
3/03 - 11/09 MANAGER (Word Processing, Presentations, Graphic
Illustration)
Houlihan Lokey Howard & Zukin, Chicago, Illinois
General Function:
> Supervise and train WP Specialists in the production and
revision of Word, PowerPoint and Excel documents, merging,
mass mailings, binding and collating projects. Coordinate
workflow through the WP Department ensuring accurate and
timely word processing support for the financial staff.
Perform the duties of WP Specialist as needed.
Specific Duties:
> Hire, supervise and counsel WP Specialists. Determine
acceptable performance levels for staff. Conduct
performance appraisals. Perform other
supervisory/managerial functions as they relate to WP
Specialists.
> Set quality and format standards for presentations,
graphics, letters, reports, opinions, proposals,
spreadsheets, agreements, outlines and correspondence.
> Set workload priorities. Assign projects to staff and
monitor progress and quality. Thoroughly proof all final
documents.
> Maintain liaison with financial and administrative staff,
ensuring that established service levels are met or
exceeded. Identify and troubleshoot problems. Act
immediately when problems are identified.
> Prepare monthly production/progress reports.
> Implement appropriate policies and procedures. Provide
input to establishing new policies and procedures. Ensure
the staff adheres to established policies and procedures.
> Serve as a role model for staff especially in the area of
customer service.
> Investigate new technology and review hardware/software
needs to enhance the department's productivity.
> Fill in as WP Specialist as needed.
PATRICIA R. MADRO
Page Two
6/89 - 8/02 PRODUCTION ASSOCIATE/PRODUCTION MANAGER
Prudential Securities, Inc., Deerfield, Illinois
(acquirer of Vector Securities International, Inc. in July
1999)
> Supervise employees in production department.
> Coordinate workflow, train personnel, interview candidates
for hire, as well as conduct disciplinary action if needed,
and conduct employee evaluations.
> Determine and meet production deadlines on all corporate
finance work; including presentations, 35mm color slides,
descriptive memorandums, time and responsibility schedules,
road show books and conference materials.
> Produce all research reports; involving coordination of
text, graphics, charts and data to produce print-ready
copy, often under tight deadlines.
> Produce graphics that vary widely from simple bar charts to
complex graphs with multiple datasets, scientific
illustration and logo reproduction.
> Produce and design healthcare calendar to be used for
marketing purposes by Senior Research Analysts.
> Instrumental in the implementation of FirstCall and
Research Direct software.
> Formulate FirstCall Notes template for use by Research
Analysts.
> Send notes to FirstCall.
> Develop and implement procedures for putting research
reports on-line through the use of Adobe Acrobat.
> Design and place all tombstone advertisements for the Wall
Street Journal and other financial publications.
> Design closed-deal lucites and mementos.
> Design Prospectus style guide for use by the firm.
> Provide Help Desk support.
> Perform network administration duties.
3/87 - 6/89 COMPUTER SPECIALIST
Andersen Consulting, Chicago, Illinois
> Design corporate presentations, as well as graphics
production, under very tight deadlines.
> Produce in-house manuals.
EDUCATION: B.A. Communications from Columbia College, Chicago, Illinois.
References available upon request.
Contact this candidate