Project Manager Customer Service

Curtis Heck

Email: *********@********.***

Address: **** * ***** **

City: Bethlehem

State: PA

Zip: 18018

Country: USA

Phone: 610-***-****

Skill Level: Management

Salary Range: 55

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

CURTIS K. HECK

1311 W Broad St

Bethlehem, PA 18018

Phone: 610-***-**** Email: *******@*****.***

CAREER SUMMARY

Over 21 years of account management experience in a B to B environment. Various positions have required the ability to establish and maintain good relationships with both domestic and foreign customers while leveraging opportunities to expand sales volumes. This experience has been complemented by successful Project Management efforts related to the migration of a major business segment to the USA.

PROFESSIONAL EXPERIENCE

D&B (Dun and Bradstreet), Center Valley, PA 1991 - 2012

Project Manager Canada Trade Data (2009 - 2012)

Selected to oversee the migration of Canada Trade AR operations to the Center Valley PA location. Manage the conversion of local Canada Trade processing to an IBM remote server based application (mainframe) in the USA. Create and update SAS JCL programming. Assume Senior Account Manager responsibilities for Canada customer AR data.

* Streamlined processing using mainframe applications to reduce Data Latency (AR file backlog) from over 24 % to less than 1%. All data in house was successfully loaded, QA`d and approved

* Achieved Canada Trade database growth from 8.4 to over 9 million experiences.

* Managed the transition to a new offshore vendor for data processing. Trained and mentored a staff of 5 while phasing out previous vendor support with no interruption of service to our customers.

* Resolved customer objections of trade and other data elements in their D&B reports. These actions assisted with sales and revenue generation. Canada has seen a double digit growth in sales this year.

Senior Account Manager (2007 - 2008)

Senior staff member managing large revenue and high exposure customers AR data and its` credit interpretation. This data is a critical component of D&B credit products suite of various services. Also `sign off` (QA) on colleagues programming and credit interpretations.

* Managed a major data enhancement initiative in Q4 2007. This initiative surpassed the aggressive goal of adding over 2 million trade references in the D&B database. This enhancement greatly improved the accuracy and utility of the payment data in various D&B credit reports and services.

* Discovered many inaccurate data elements in the AR data submissions of a major computer manufacturer. Modified in house programming resulting in an additional 40 thousand records. This resulted in a larger credit contract, increased data accuracy and customer satisfaction.

* Resolved a customer dispute with a major electronics firm which resulted in the renewal of the customer contract and the resumption of their data flow of 100 thousand records each month.

Account Executive (1998 - 2006)

Assure timely reception and accurate processing of A/R data through established service level agreements for use in various D&B reports and services.

* An industry leader in Computer Aided Design (CAD) was submitting their AR data for a new D&B product - ERAM. The credit management was not experiencing the anticipated results managing their AR portfolio. We were receiving global AR after all, but not in US dollars. The foreign transactions needed US Dollar conversion. Once this was complete, the customer was highly satisfied with this new D&B product.

PAGE: TWO CURTIS K. HECK

Processing Analyst (1995 - 1997)

Update D&B database with incoming Business Registration and UCC data from the office of Secretary of State from twenty different states using JCL and SAS in an IBM MVS mainframe environment. Complete diversified ad hoc requests thru modification of various in-house libraries to perform data reformatting, manipulation for internal study and analysis.

* Through more optimized and efficient programming, current business registration data was received and accurately processed within 24 hours instead of 2-3 business days.

Customer Support Specialist - Small Business Services (1993 - 1994)

D&B Small Business Services - one of two individuals out of a staff of thirty to be chosen for the special roll out of D&B`s Pay as You Go Service.

* This program provided Small Business customers with credit recommendations using D&B data and key business ratios. The success of this program was the beginning of D&B`s Small Business Services. This is for companies` purchasing products and services initially outside of an annual contract. These products are currently providing the company with over 200 million dollars in revenue annually

Customer Support Analyst (1991 - 1992)

Customer Service Department.

* Fulfillment of customer orders and requests for D&B reports and services via the telephone.

* Referring incoming calls and requests to various departments for contract charge adjustment, consultations and the assurance of delivery of the reports via US Mail or facsimile.

EDUCATION

BA, Political Science/History/Communications, URSINUS COLLEGE

Certificate, Fundamentals of SAS, SAS INSTITUTE

Credit and Financial Analysis Course, DUN & BRADSTREET

COMPUTER SKILLS

Sas Programming

IBM MVS Mainframe

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