Customer Service Management
Resume:
Kevin Moran
Parma, Ohio, ****9
440-***-**** *****.******@*****.***
http://www.linkedin.com/in/kevinmoran2
SUMMARY
Professional Analyst with a Degree in Finance with experience to make sound financial and
strategic business decisions. Change agent to improve efficiencies in area of Information
Technology. proven initiator and problem solver. Strengths include:
Financial Microsoft Office, Access &
Management/Controls Excel (Expert)
SQL, SAS, VBA
Budgeting/Strategic Planning Programming & Oracle PROFESSIONAL
Inventory/Cost Control Project Management EXPERIENCE
Lotus Notes Programming Network Architecture ERNST & YOUNG -
Cleveland, Ohio 1999-
2009
(The third largest global professional services firm)
Measurement Specialist
Directed quantitative analysis of the firm's intranet for strategic and operational planning and
forecasting. Provide meaningful and actionable information to management. Assist global
colleagues in meeting reporting requirements and resolving issues.
Aggregated disparate large data sets to determine the return on investment (ROI) from
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training and support.
Helped negotiate multi million contracts with publishers who supplied content to the firm.
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Created dashboards to allow senior management to quickly determine key metrics and to
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drill down to low level data.
Designed, implemented and organized international groups that eliminated network errors by
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80% and improved the end users experience.
Finished multiple projects, already in progress, on time and with enhanced features to report
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strategic effectiveness to global senior management.
Researched and trouble shot software updates to insure that departments’ processes would
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continue to work and evaluated new software programs to determine their features and
benefits and total cost.
Using kaizen, integrated programs into a system to measure Lotus Notes use throughout the
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company; resulting in a 400% increase in the number of databases tracked while the time
dedicated to generating this report monthly fell by 75%.
Kforce Consulting - Independence, Ohio 1997-1999
Consultant
Professional Staffing firm that placed me with a number of companies for specific projects
Including
Nestle Corporation, Solon, Ohio
Queried an Oracle database of customer complaints and produced reports.
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Performed regression analysis on large data sets to determine the effectiveness of a
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marketing campaign during a product launch.
Trained end users to run their own queries and so dramatically reduced the time it took to
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answer government inspector’s questions.
Kevin Moran Page 2
St. Vincent Charity Hospital, Cleveland, Ohio
Led project to convert paper records into an electronic database.
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Designed a template to convert formatted reports generated from a mainframe into database
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tables.
KPMG, Cleveland, Ohio
Rapidly analyzed survey results to determine the effectiveness of training on a new
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computer system and to customize training materials on a daily basis.
Created interface for end users to input feedback after training.
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Bell & Howell, Cleveland, Ohio
Reverse engineered a sales bonus scales application after an employee left.
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Built a database to compute sales bonuses.
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EDUCATION/ADDITIONAL TRAINING
Kent State University, Kent, Ohio
B.A. Business Administration Major: Finance and Accounting
Other Courses and Seminars:
Lotus Notes Development
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Executive Presence
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Customer Service Excellence
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Rational Unified Process training
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Project management
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MS Access Programming
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COMPUTER SKILLS
MS Office (MS Word, MS Excel, MS PowerPoint), Lotus Notes. HTML, XML, Java,C++, Visual
Basic, SQL, Oracle
AFFILIATIONS
Toastmasters International
E&Y Knowledge Masters Chapter
MILITARY EXPERIENCE
Ohio Army National Guard
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