Customer Service Project Manager

*** * ***** **., #* O, New York, NY ***** 917-***-****

ROBERT NORTH CSM, CSPO ******.*****@**********.*** http://www.rbnconsult.com/Bio.pdf

CAREER PROFILE

** + years in Enterprise IT / Agile Web Development operations management and strategy. Client / Account

Management at all organizational levels, both technical and non-technical. Solid knowledge in all business principles,

agile IT consulting, strategic operations and procedures in marketing, web integration services, processes,and training.

Brings value via deep dive into metrics to improve entire customer service experience, related data value, and an impact

to increase company s overall productivity by analyzing captured data.

Certified ScrumMaster, Certified Scrum Product Owner, .Net Framework, Enterprise

Technical Specialties

Architecture, Web Services (Financial Process and Reconcilication), XML, Schema Design,

Database Design, Strategic Technology Planning; B2B, B2C Integration, Object Oriented

Concepts, SQL Server, VB.Net, PHP, CSS, MySql, Exchange, SharePoint, MS Project, Jira,

Domino, Lotus Notes

PROFESSIONAL EXPERIENCE

PRINCIPAL CONSULTANT, PRODUCT OWNER,

RBN CONSULTING 2005 present

Marketing & IT Consulting Firm SCRUMMASTER New York, NY

Key Accomplishments, Technology:

Product Owner of web services and web service integration using VB, PHP, XML, and XSDs. Created product vision,

backlog planning, release and iteration planning. Worked with SCRUM team and master to maximize development

costs. Development of guidelines and requirements for both internal and external systems.

Directed Daily SCRUM meetings to remove impediments, manage backlog, provide leadership to Internationally

deployed SCRUM team.

Implemented enterprise email systems, virtual database servers, web sites, operational reporting systems. Hired

contract workers both off shore and domestic for Agile development, design, and maintenance of systems.

Administered small based company networks, wireless networks, routers, firewalls, boot/hardware configurations.

Key Accomplishments, Training:

Trained brick & mortar 5700+ people consisting of over 2400 hours; virtually trained 1500+ over 3500 hours.

Member of initial launch team for American Express Open for Small Business brand training. Worked individually

with each trainee to establish brand principles, focused on specific listening and speaking skills to ground each rep

inside of the Open for Small Business philosophy which allows each customer a unique brand experience.

Conducted virtual training class of home based independent virtual business owners to work with AT&T Mobility

Small Business customers. 50 day curriculum comprised of soft skills training, policy & procedures, six core AT&T

systems, complete wireless technical training, and thorough device knowledge. Conducted hands on training for

CRM, billing (payments, credits and adjustments), provisioning and order & inventory management systems.

Coached class members during nesting period; taking live customer calls. Managed, directed and led sales force in

selling educational program curriculum. Led mentoring team to drive team s focus on indivual sales results and

customer service/satisfaction. Managed weekly results reporting and goal attainment.

Key Accomplishments, Marketing:

Designed and developed Marketing Campaigns encompassing execution, tracking, fulfillment, P & L accountability.

Day to day decision making marketing financial training as direct to consumer utilizing direct television campaigns,

outbound mailing, and internet lead strategies; including lead purchasing, campaign budgeting, project P &L.

Produced and analyzed reporting for optimalization of P & L and spend. Acquired and managed vanity 800 number

pool, contract call center and fulfillment house, supervised quality of inbound call reps and fulfillment product.

Developed & managed daily reporting for call center effectiveness / fulfillment tracking.

917-***-**** ******.*****@**********.***

Robert North

Developed proposal for client acquisition; individually and as part of an acquisition team member with emphasis on

operations and IT product knowledge.

Performed Marketing Operations for leading insurance provider; designed and implemented automated daily sales

reports and retention reconciliation reporting system for over 50 sales channels. Designed web real time interface

for client, and their vendor partners.

VICE PRESIDENT OF DEVELOPMENT, PRODUCT OWNER,

TRANZACT 2001-2005

Customer Acquisition Company SCRUMMASTER Fort Lee, NJ

Key Accomplishments:

Product owner of OMS which provids direct marketing support and services to telecommunicatons, satellite TV,

financial and banking clients. Created OMS product vision, release, iteration, and backlog planning. Launch of

real time critical client system integreation; facilitating sales, customer serivce and product fulfillment data being

delivered to client system. Wireless channel system, at its peak, supported over 1 million leads processed, 50,000

unts sold and fulfilled monthly. Also functioned as ScrumMaster directing daily meetings to remove impediments,

sheild team, provide coacing and leadership to SCRUM team.

Created, led, and managed IT vendor integration team. Product Owner for Enterprise Web Services, integrating

client, sales vendors, and thrid party vendors into our enterprise IT web services.

Major acccount; Alltel, Nextel, Cingular, AT&T, DirecTV, AIG, Direct Merchants Bank, UPS; engaged support

workforce of 20 IT profressionals for system reporting, reconciliation, and vendor integration teams.

Analyized financials and budgeting, facilated develoment of technological infrastruction to meet and exceed

marketing requirments.

TRIPOINT DEVELOPMENT DIRECTOR OF PRODUCT DEVELOPMENT, PRODUCT OWNER 1999-2000

Chicago, IL

Software Company

Key Accomplishments:

Proactively directed daily operations of our development team while spearheading design, development, testing,

and intitative launch of the SmartCounsel product line.

Sourced, interviewed, and hired development staff, designed and administered department budget, accounting,

and reporting requirements, and personally led and managed all product development initiatives and product

integration projects. Gathered and analyzing requirments, allocating resources, and ensuring deadlines for

quality to bring projects at or below budget.

SENIOR CONSULTANT

KFORCE.COM 1997-1999

Technology Consulting Chicago, IL

Key Accomplisments:

Served as project manager /senior developer, focus on direct client collaboration integrating and optimizing Lotus

Notes middleware products; Clients included Abbott Laboratories, IBM Global Services, BancOne, John Deere

Insurance Company, and Rockwell / Collins International.

Managed 150+ agile development projects from conception through delivery for Abbott Labs. Supervised 20+.

Ensured processes and procedures that adhered to FDA compliance mandates, managed security requirements,

and administered 15 applications, including 3 nominated for Abbott awards.

Successfully managed development of Help Desk application for IBM Global Services client, and designed

application for use by IBM s POS clients, including Goodyear, McDonald s, and AFC.

Modified off the shelf Lotus Notes application into L.E.A.P., an application for resale at BancOne, designed,

engineered, and architected Notes 4.x workflow application for Rockwell International s graphics department.

Honored with the Abbott Management Star Award in 1999.

EDUCATION PERSONAL SKILLS

THE UNIVERSITY OF GEORGIA Athens, GA

B.A. in Economics

HEALD BUSINESS COLLEGE Rohnert Park, CA

A.A in Computer Application Engineering

917-***-**** ******.*****@**********.***

Robert North

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