Manager Customer Service
Resume:
Richard Driscoll
Email: *********@********.***
Address: PO Box 69
City: Bellows Falls
State: VT
Zip: 05101
Country: USA
Phone: 703-***-****
Skill Level: Experienced
Salary Range: $80,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
RICHARD DRISCOLL
PO Box 69, Bellows Falls, VT 05101,
*********@********.***
PROFESSIONAL PROFILE
Adept at developing and managing all aspects of the product cycle with a proven record of delivering simultaneous products including marketing, hardware and software development and professional services on time and within budget.
Selected Achievements
* Set strategic direction of Business Intelligence (BI) within the higher education market segment (Ellucian, Inc)
* Developed requirements for a database that -pushed- Ellucian`s Product Certifications and support matrix to the web resulting in a cost overhead savings of 50K per year (Ellucian, Inc)
* Business case analyst for Food Industry EPS - developed Business Case and PRD (National Transaction Network)
* Delivered 20 products for a family of POS with revenues of over $100M (ICL Retail Systems)
* Transferred development responsibilities of the 2300 terminal to England (ICL Retail Systems)
* Consultant for USPS EPS system (National Data Corporation)
* Grew retail business revenues 8-12% for 2 consecutive years (Honey Farms), Grew retail business revenues 5-8% for 4 consecutive years (CVS/Caremark), Reduced shrink by .75% on sales of $1.3M (Honey Farms). Reduced shrink by .5% on sales of $4.1M retail sales (CVS/Caremark)
Professional Summary
Independent Product Consultant
* Consulted on a number of IT and resource improvements for the retail industry.
Ellucian, Inc., Fairfax, VA
Product Manager, Technology and Strategic Alliances - Software provider to Higher Ed. 9/00 - 6/03
* Product Owner: set strategic direction of Business Intelligence (BI) solutions to include: product positioning, dashboard analysis solutions, messaging, white papers, client success stories, corporate communications, competitive market analysis through SWAT, preservation of annual revenues, and trend analysis within market segment maintaining platform independence.
* Web and CRM content developer: maintained and refreshed decentralized corporate web site.
* Developed requirements for a database that -pushed- Product Certifications and support matrix to the web resulting in a cost overhead savings of 90K per year
* Achieved 15 percent increase in Client Satisfaction with Systems and Tools Track at User Group (DUG) conference two years in succession.
* Led 3 Client Action Committee`s in the definition and prioritization of enhancements that complimented strategic product direction.
* Established and managed KPI`s for Client installations.
* Developed Product Requirements Documents and to support strategic goals.
* Matrix managed entire life cycle to deliver the technical SDK to support real time messaging service.
* Matrix managed SDLC for two releases of Web portal.
* Proficient in MS Office Suite and Project
Raytheon, Inc. Bedford, MA
Software Engineer - Software provider for the Department of Defense 1998-2000
* Defined project deliverables using IBM Rational Unified Process software development tools.
* Software engineer and team leader.
* Proficient in MS Visio and ADA.
National Data Corporation Atlanta, GA
Consultant - Payments processor for the healthcare and tax revenue industries 1994
* Consultant for USPS EPS system
National Transactions Network Hudson, MA
Sr. Product Marketing Manager - Electronic payment solutions 1992-1994
* Market research for Debit and Credit Card Electronic Payment Systems (EPS) and e-commerce solutions for stand-beside and integrated.
ICL Retail Systems, Inc. (previously a division of National Semiconductor) Santa Clara, CA
TPM and Consultant - Leader in providing POS to all vertical market segments 1980-1992
* Corporate liaison and product manager for a full line of POS products developed by an OEM developer in Japan. Includes: Product Requirements Documents (PRD) and High Level Design (HLD). Negotiated schedule and costs.
* Delivered 15 products for the 21xx family of POS resulting in revenues of over $100M.
* Transferred product development of the 2300 terminal to ICL`s development team in England.
* Competitive analysis for ECR/POS for hospitality industry.
* Field Services Manager from 1983-1985.
* Technical Support and Help Desk Manager for hospitality industry POS systems from 1982-83.
* Product Marketing Manager from 1980-1982: Product and trade show support, wrote Functional Requirements documents, as well as marketing and sales collateral.
Munce`s Konvenience Stores Lincoln, NH
Store Manager - Convenience store retailer 11/10 - 2/12
Honey Farms, Inc. Worcester, MA
Store Manager - Convenience store retailer 10/08 - 06/10
* Grew retail business revenues 20-25% for 2 consecutive years, grew fast food sales revenues 50%, grew lottery sales 20% over 6 months
* Customer Service
* New business development
* Human Resources - scheduling, training, coaching, hire/fire for staff of approximately 15 employees
* Inventory control - In-store merchandising of products for maximum margin and profit
* P/L Responsibility
* Cash Control - strict management of cash procedure and controls for all point of sale
CVS/Caremark Leesburg, VA, Worcester, MA
Assistant Manager - Pharmacy retailer in North America 07/04 - 07/08
* Grew retail business revenues 8-10% for 4 consecutive years, grew grocery and snack sales revenue to #1 Category at 20% for 3 consecutive years
* Inventory control and Merchandising - In-store merchandising of products for maximum margin and profit
* Customer Service
* Human Resources - scheduling, training, coaching, hire/fire for staff of approximately 25 employees
* Cash Control - strict management of cash procedure and controls for all store point of sale
* Management of a growing gas station and retail environment
EDUCATION & PROFESSIONAL DEVELOPMENT
B.S., Computer Science, Framingham State College - Magna Cum Laude
2002, Six Sigma
2002, The Data Warehouse Institute, Certificate - Data Warehousing Fundamentals
2000, Pragmatic Marketing, Certificate - Practical Product Management
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