Customer Service Sales

Michael Tabler

*** ********* ***** *********** ** 21228

Cell :410-***-**** Home :443-***-****

E-Mail: ********@*******.***

Summary of Qualifications:

I have an extensive background in business intelligence and analysis, which I have leveraged to

support a large sales organization and executive staff. The methodologies I gleaned from both an

MBA and Masters of Information Systems Degree have been successfully put into practice as a

lead business analyst engaged in project management, gathering and documenting user

requirements, developing and executing testing plans, and rolling out large software products. I

also have a great deal of experience in data design, constructing data cubes, and with building

reports with Cognos8, Microsoft Office, and other software.

Objective:

I am looking for a management or senior analyst position that would utilize my education and

skills and would provide developmental opportunities.

Employment History:

Chrysler Financial Corporation, Headquartered in Farmington Hills, MI Aug. 1990 – June 2009

Business Analyst, Elkridge, MD June 2006 – June 2009

• Provide competitive analysis and reporting to support sales team in retail market penetration,

and in acquisition and retention of wholesale floor plan financing.

• Developed pricing model which balanced price elasticity, competitive forces, potential credit

losses, and return on assets.

• Developed, implemented and analyzed joint marketing programs with manufacturer.

• Developed ad-hoc management reports in Excel using macros, VBA code, and pivot tables.

• Built reports using Cognos8, Cognos7, Power Play, and Transformer.

• Constructed web site for automated report delivery.

Major Accomplishments

• Instrumental in helping our sales team exceed their market penetration goal in 2008 by

financing 44% of Chrysler Group sales.

• Developed a suite of comprehensive reports to measure goal attainment, acquisition

quality, delinquency, and losses that were adopted as national standards.

• Successfully migrated all of company’s reports containing non-public personal

information from legacy reporting to Cognos8.

Operations Support Analyst, Farmington Hills MI Oct. 2000 – May 2006

• Reporting and Data Analysis for field organization.

• Project Management: Data Warehouse and Application initiatives

o Designed, tested and implemented tables and data cubes.

o Lead Business Analyst for New Application Design. Developed new pricing

application and executed testing plans with ITM.

• Assistant Project Lead for contract verification product

o Developed data dictionary and worked with vendors to integrate product.

o Designed and executed National field training and product roll-out plan.

Operations Support Analyst continued

Major Accomplishments

• Recognized expert in company for reporting and data analysis.

• Built automated acquisition, delinquency and loss report that was used nationally.

• Instrumental in design and testing of new companywide pricing system.

• Designed, tested and launched national contract verification product that was integrated

into Reynolds and Reynolds’s and ADP’s Dealer Management Systems.

Assistant Contact Center Manager, Leawood KS Nov. 1995 – Sep. 2000

• Supervised staff of 150 in customer service and collections.

• Responsible for recruiting, hiring, and personnel development.

• Managed Automated Dialer campaigns.

Major Accomplishments

• Exceeded objectives for credit losses and delinquency.

• Hired and developed several employees who have moved on to managerial positions.

• Exceeded required customer service levels in terms of problem resolution, hold time,

wrap time, and dropped calls.

I held Various Managerial and Supervisory Positions in Credit, Customer Service,

Collections, and Operations. Aug. 1990 – Oct. 1995

Education:

Master of Science in Business Administration with Distinction 2006

Lawrence Technological University, Southfield, MI

Master of Science in Information Systems with Distinction 2003

Lawrence Technological University, Southfield, MI

Bachelor of Arts in Computer Science Summa cum Laude 2000

Mid-America Nazarene University, Olathe, KS

Bachelor of Arts in Management and H.R. Summa cum Laude 1998

Mid-America Nazarene University, Olathe, KS

Skills:

• Cognos8,

• SQL,

• Oracle PLSQL,

• MS Excel, Word, Power Point, and MS Access,

• MS Project,

• MS Map Point,

• Visual Basic and VBA,

• C++

References Available Upon Request:

Contact this candidate