Customer Service Project Manager
Resume:
Jim Revels
Email: *********@********.***
Address: *** ****** ****
City: Lexington
State: SC
Zip: 29073
Country: USA
Phone: 803-***-****
Skill Level: Management
Salary Range: MAX
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
James (Jim) A. Revels III
211 Fields Lane
Lexington, SC 29073
SUMMARY:
Fifteen years of combined operational management experience with increasing levels of responsibility. Nine years of management/officer experience in a corporate setting. Ten years of management as an entrepreneur. I have served as lead project manager on many large projects in both business operations and technology environments. Experience managing large groups and management level direct reports. In addition, I have extensive management experience in the following areas:
* Project Management: Hands on experience with all project management methodologies with a focus on the -Waterfall- model (Requirements, Design, Implementation, Verification, Maintenance)
* Technology Administration and Development, Database Administration Team Management, Data Solutions Management, Business Analysis, Information Management, Report Development, Budgeting, Capacity Modeling, Process Improvement, Process Engineering
* Operational and administrative Servicing Management with a focus on collections and default administration, Process Management, Customer Service Call Center Management, Collections Call Center Management, Call Center Technology, Collections/Default Technology, Cash Management, Account Acquisitions/Transfers, Account Processing, Foreclosure & Bankruptcy account management, REO liquidations, Asset Resolution Management, Training, Problem Solving, Trouble Shooting
PROFESSIONAL EXPERIENCE:
South Carolina Department of Employment and Workforce
Dates of Employment: 3/2011 - Present
Position: Project Coordinator
Responsibilities/Skills:
Project management and consulting on IT projects relating to unemployment insurance and agency IT infrastructure, daily business operations, Virtual Desktop Infrastructure, PC replacement for all agency locations across the state, workflow & UI service delivery models, VoIP communications technology, call flow, call center technology and operations, process improvement, reporting, analytics and overall communication strategy. Included in these duties are developing/defining vision and scope of projects, delivery of project plan, coordinating and managing various IT projects, serving as team member on related projects, facilitating meetings, organizing meeting logistics and manage all tasks associated, business analysis, resource allocation and budget management with all assigned projects.
Zenta Inc.
Dates of Employment: March 01, 2010 - January 07, 2011
Position: Systems and Reporting Development Manager
(Contract Employee - Trainer/consultant 04/2009- 03/2010)
Responsibilities/Skills:
I managed a group of database/reporting developers and application developers. I was responsible for project management of related projects, overseeing daily operation of custom production platforms and reporting development and maintenance for new and existing clients. I also preformed daily processing through RDP sessions in Windows Server 2008.
Successfully stabilized and standardized data for clients and company. Designed and oversaw development of the first successful production platforms to standardize work delivery and flow, as well as being able to report on the activities. Also, designed and managed the project to develop a centralized report delivery portal created for standardized delivery of reports and raw data to production units and executive management.
(Contractor Position): Developed and delivered training and training material for various clients on customer service and collections strategies and mortgage servicing technologies and strategies. Training was delivered in a classroom environment as well as real time coaching.
Sequel Select Custom Wood Products
Dates of Employment: April 2008 - Present)
Position: Director of Operations/Officer and Sitting Board Member
I am a junior partner in this business and duties are performed part time and as needed. The company manufactures various wood products.
Responsibilities/Skills:
* Technology management
o Network Support
o Desktop support
* Website
o Design
o Maintenance
* Inventory and materials management
* Business to business collections
* Product Development
* Vendor Management
* Contract Review
Equifirst Corporation
Dates of Employment: January 2006 to August 2007
Positions: Servicing Manager, Systems Administrator - MIS (Servicing)
Responsibilities/Skills:
* Management of Systems Administration, Desktop Systems support and trouble shooting, MIS Reporting, Customer Service & Collections Call Centers, Loss Mitigation, Cash Management, Payoffs, Lien Releases, Loan Transfer/Sale, Foreclosure, Bankruptcy and REO.
* Training and mentoring of direct reports.
* Budget and regulatory preparation, management and compliance
* Process engineering, capacity modeling and workflow management
* Reporting and Analytics
* Project Management
* Contract Review & Vendor Management
* Customer Service/Collections call center management and strategy
* Provide performance data to senior executives
* Tech support call center management & technology review/implementation
* Team building/motivation
I had a vast set of responsibilities as shown above as the servicing manager and was responsible for the management of all loan servicing departments through a network of direct reports. I also served as liaison between business operations and IT to insure proper communication. I served a project lead for the business unit on any technology that was rolled out to the servicing area. Major projects include implementation and integration of a website for customers to be able to view their loan data. Implementation of a web based loan payment systems and integration into the customer website. I oversaw the implementation and delivery of IRS 1099 tax information to mortgage customers via the company web site. Implementation phone based payment system for customers and it integration into the IVR. I coordinated multiple upgrades to the loan servicing platform. Design, development and deployment of a loan servicing automated report package which included development of a data warehouse and programming for the automation.
RBMG, Inc/NetBank
Dates of Employment: September 21, 1993 to December 28, 2005
Positions:
Responsibilities/Skills:
* MIS Reporting Manager - Servicing Tech Support(Technology and Reporting)
* Collections/Default Control Manager
* Bankruptcy Supervisor
* Collection Supervisor/Customer Service Backup Supervisor
* REO Specialist
* Senior Foreclosure Specialist
* Loss Mitigation Specialist
* Default Control Specialist
* Senior Collection Specialist
I have managed many of the departments that make up loan servicing with a focus on call centers, collection/default operations, customer service and technology to support these activities. I have managed large groups with 50+ staff members and multiple departments as well as multiple site locations. During my last 5 years with NetBank, one of my responsibilities was to serve as a Project Manager on all technology upgrades and implementations. I also served as a liaison between loan servicing (business units) and IT to insure there were not any misunderstandings or miscommunications between the two divisions. Also served as project lead for the loan servicing division in all technology implementations helping to develop ROI`s, project plans, assigning tasks, monitoring progress, planned and facilitated update meetings, trouble shooting, beta testing plans, disaster recovery planning, post mortem evaluations. Two of my larger projects were a conversion to a new company wide VOIP IVR platform and the implementation, integration and ultimately support of a web based collections/loss mitigation processing and tracking platform known as -Back in the Black-.
EDUCATION:
* American Intercontinental University 2005-2006
* Honors Graduate, Final GPA 3.79
* Business Administration/Information Systems Completed 06/2006
ADDITIONAL SKILLS/TRAINING:
* Experienced lead project manager
* Process engineering, capacity modeling and workflow management
* Experienced in Management, Training and Leadership at a senior level.
* Network Administration
* Comptia A+ Training
* Interactive Intelligence IVR, Call Center, and dialer installation, administration and usage. MSTD`s -BackInTheBlack- loss mitigation platform. Implementation, administration and usage.
* Proficient in many software applications such as Microsoft Word, Excel, Power Point, Access.
* Fidelity (Alltel) MSP default administration.
AWARDS/COMMUNITY SERVICE:
* Asst. Scoutmaster Boy Scout Troop 518 (Currently held)
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