Manager Customer Service

David R. Walter

***** ************ **, ******* ** 44412

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

Cell 267-***-**** Home 330-***-****

Process Improvement – Quality Control – Certified Manager

Dynamic, change-oriented manager, consistently delivering noteworthy results in a demanding, goal-

oriented environment. Effective self-starter demonstrating 20 years of solid progressive experience in

management and staff supervision in positions of advanced responsibility. Adaptable “hands-on”

management style with exceptional combination of interpersonal, organizational and analytical skills

while building a strong team oriented approach, reducing administrative burdens, fostering

communication and identifying opportunities for continuous improvement and accelerated growth.

Areas of Expertise:

- Plan and establish work schedules, deadlines, and standards for acceptable work.

- Supervise staff’s progress, quality control, and corrections as needed.

- Manage, train and mentor staff in accomplishing assigned tasks.

- International experience on 6 continents.

- Expertise with LEAN & Kaizen methodology to include administrative functions.

- Expertise in overseeing appraisals of records, reports and management controls.

- Concise written reports that effectively communicate authoritative findings.

- Expertise in reduction of administrative burdens and streamlining of process.

- Operational Risk Management.

- Analyze audits; provide graphic and narrative reports with recommendations.

- Short and Long Range Budget Forecasting

- Security clearance with in-depth background investigation completed.

PROFESSIONAL EXPERIENCE

- Corporate Continuity & Recovery Client Manager From: 2006 to 2009

- Division Chief/Supervisor/Manager From: 2004 to 2006

- Quality Assurance Inspector/Auditor From: 2002 to 2004

- Analyst/Database Administrator From: 1999 to 2002

- Division Chief/Supervisor/Manager From: 1997 to 1999

- Division Chief/Supervisor/Manager From: 1995 to 1997

Expertise in leadership, supervision and management, Senior Level Leadership roles

supervising between 30 & 300 employees, professionally educated in over 300 semester hours of

leadership and management. Expertise in staff training and development for 10 consecutive years, with

refined interdepartmental communications and project coordination. Utilizing formal analysis training,

analyzed trends, training and maintenance, developed professional presentations and detailed training

plans using ADDIE methodology, ultimately resulting in increased proficiency and technical ability of

staff. Reduced redundant resource layering through streamlining of administrative functions and

automation of reporting resulting in elimination of 310 monthly overtime hours for a department of

112 employees.

Created standardized excel and power point programs to accurately produce reports, share

information, increase service quality, and reduce errors by 30%. A respected team leader with

excellent interpersonal skills. Interacts well with individuals from diverse cultures and all professional

levels.

Consistently recognized by senior management for superior performance and creative

problem-solving ability in aspects of project management, auditory procedures and training of

David R. Walter

10583 Whippoorwill Rd, Diamond OH 44412

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

Cell 267-***-**** Home 330-***-****

subordinates and supporting departments. Review internal control structures to meet federal regulatory

guidelines and identify gaps as well as implement timely solutions. Utilized LEAN methodology to

create subject matter experts to gather and report production issues resulting in increased proficiency

and cost savings to multiple departments.

Manage a diverse internal technology structure of Disaster Recovery focused technologies to

include Mainframe, Shared Oracle, Websphere, Webmethods, Cognos, SQL and Sybase as well as

standard suite of banking applications to support revenue generation and customer service needs.

Established acceptable criteria and measures to validate recovery of business functions.

Expertise in statistical analysis of maintenance trends, worker productivity and assessing

training deficiencies. Utilized keen understanding of Life-Cycle Management and Kaizen methodology

identified training deficiencies, wrote and edited technical documentation to improve worker

productivity saving department of 300 staff over 800 labor-hours and standardized product output.

Maintain highest standards for product quality and documentation, reducing error rates by an

average of 25% and maintaining that level for three consecutive years. Worked with vendor team to

introduce new product, developed successful training program to train over 300 employees to meet

federal regulatory requirements. Worked closely with technology operations department on a daily

basis to resolve production issues involving both hardware and software.

Team orientated approach to problem solving and knowledge sharing. Expertise in managing

incident response, personnel safety and recovery of business functions after natural and man-made

disasters. Expertise in remote mobile workforce and videoconferencing to meet demands of continental

and global corporate positioning. Tracked and managed cross-departmental and vendor projects

including full scale implementation of new technology to standard upgrades of related hardware.

TECHNICAL SKILLS

Expert in all areas of Microsoft Office applications. Expert in Microsoft NT Workstation 4.0.

and Microsoft Windows XP, MS Project 2000 certified in 2008. . Type 40+ words per minute.

EDUCATION/PROFESSIONAL DEVELOPMENT

- BCP 501 DRII Certified March 2009

- Business Continuity and Disaster Recovery Certified 2007

- Master of Education/Instructional Technology, American Intercontinental University

- Bachelors of Science in History (Minor in Psychology), Excelsior College

- Business Continuity and Disaster Recovery Trained 2006.

- LEAN Certificate of Completion, Lockheed/Boeing Corporation 2004

- Federal Compartmentalized Security Clearance 1999

- Leadership (Advanced), 332 Semester Hours, Senior Non-Commissioned Officer

Candidate School, April 1995

- Leadership (Basic), 211 Semester Hours, Non-Commissioned Officer Candidate School

Honored Graduate, March 1993

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