Customer Service Management

BINOJ PHILIP

**** ********* ****, *** **, Burtonsville, MD 20866, 301-661-

****, ********@*****.***

Summary of Qualifications

(Program Management (Management & Administration (Project

Management

(Strategic Management ( Interdepartmental Coordination (Team

Coordination (Manpower & Training ( Resource Management

(Team Management

Key Highlight

Experienced professional who would like to learn, grow and contribute with

your organization

PROFESSIONAL EXPERIENCE

Maryland Dept of Environment, Baltimore, Maryland Dec 09-Present

Administrative Officer

. Issue Stormwater Discharge permits relating to construction activity for

Federal, State and County Governments

. Track the status of construction projects funded by the American Recovery

and Reinvestment Act( ARRA) and presented report to management

. Advertise public notice of land disturbance relating to projects with

local newspapers for public participation and comments

. Prepare and send final determination letters to applicants, commentators

relating to stormwater discharge enquires

. Conduct periodic telephonic inquiries to ensure applicants comply with

the Code of Maryland regulations

. Coordinate construction and discharge violation cases with the

enforcement division

. Prepare and update yearly roster for enforcement inspectors for after-

hours duty using Excel

. Created data tables in the roster excel sheet to schedule a balanced

after-hours working of inspectors for management review

FannieMae, Washington D.C Aug 09- Nov 09

Contractor-Credit Risk & Analytics Modeling (Manager: Felix Meale)

. Review Appraisal reports from 2004-2005 and enter them into the Fannie

Mae database as part of FannieMae's initiative to reevaluate credibility

of appraisals.

. Archived documents in compliance with Fannie Mae's policies and

procedures and

Classified documents as per Fannie Mae's Moratorium

. Successfully completed tutorials in Records Management Policy &

Moratorium training, Documentum 101, and Records management training made

available to contractors on the intranet.

. Performed data entry of invoices and checked for errors in existing

invoices to achieve accuracy.

ICS Tax & Accounting Services, Langley Park, Maryland Feb 09 - Nov

09

Administrative Coordinator (Part-time)

. Filing of 2009 tax returns for individuals for federal and multiple

states

. Prepared checklists and disclosures of engagement for audit and peer-

review of the firm

. Created reports using advanced MS Excel techniques including macros,

pivot tables, scenarios, data tables, and goal seek

. Used QuickBooks to perform maintenance and reconciliation of bank

accounts for

small businesses

. Maintaining correspondence and ensuring accurate documentation for

out-of state

clients

. Verifying client receipts and documents for truthfulness of claims

submitted for deductions

Princeton Information, Silver Spring, Maryland

Jan 08-Nov 08

Technical Recruiter

. Managed the full life cycle recruiting process in I.T.

consulting

. Staffed I.T. job openings for clients like Fannie Mae, Verizon

and J.P. Morgan Chase

. Achieved a minimum of 30 percent profit margin for all

placements

. Implemented cost-efficient methods to lower consultant travel, lodging

and other miscellaneous expenses to client locations and lowered costs by

nearly 40%

. Audited for accuracy of expense bills submitted by consultants

. Filled requisitions within a short turn-around time (sometimes

within a few minutes)

to beat the competition

. Proactively created a pipeline of candidates that include

Project Managers, Business

Analysts, Appraisers and Administrators for future requirements

. Reviewed resumes and scheduled interviews for qualified

talent/employees

. Coached new hires on recruiting and staffing process

Oral Roberts University, Tulsa, Oklahoma

Jan 03-Jun 07

Department Assistant

. Coordination of campus circuit television network

. Installation, repair and maintenance of instrumentation systems and fiber-

optic networks

. Tracking inventory of cables, electronic devices and other office

equipment

United Software Associates, San Jose, California

Sep 05-Mar 06

Human Resources Generalist (Internship)

. Supervised a team of junior recruiters in an offshore team setting

. Planned and directed activities of staff in carrying out such functions

as developing sources of qualified applicants, screening applicants,

scheduling and conducting interviews, checking references and

backgrounds, and evaluating applicant qualifications

. Developed and maintained contacts with educational institutions,

employment agencies and other sources of applicants

( Determined recruiting strategies for attracting and recruiting

candidates

. Prepared and analyzed statistical reports and other data to monitor

applicant flow, selection, and turnover, for compliance with organization

goals and policies

. Experience in business development, i.e. cold calling prospects and

marketing our services of resourcing and offshore development

. Sourced and recruited candidates from I.T. consultants, Networks and

Jobsites like monster.com and dice.com based on eligibility, skills,

availability and experience

. Short listed and interviewed the best available candidate in the market,

negotiated salaries and coordinated joining formalities including I9

verification, W4 etc.

. Managed I.T. consultants on our payroll

G.E Capital International Services, Hyderabad, India

Oct 99-Oct 02

Customer Support Associate

. Handled credit card processing of private label credit cards, serviced

individual accounts for clients like Wal-Mart & Best-buy, provided

telephone support

. Investigated and resolved billing problems, trained new employees in

consumer compliance requirements

. Recognized as an outstanding provider in customer service and awarded

this certificate- "Excellence in Customer Service"

Competencies

1. Computer Skills: Microsoft Excel(Advanced), Microsoft Word, PowerPoint

2. Analytical Skills: Proficient in using strategic tools for forecasting

business decisions

3. Excellent communication, writing and quantitative skills

EDUCATION

. Master's in Human Resources Management, August 2007

Oral Roberts University, Tulsa, Oklahoma

Contact this candidate