Project Manager Customer Service
Resume:
Steve Custer
Email: *********@********.***
Address: *** ******* *****
City: Greenville
State: SC
Zip: 29607
Country: USA
Phone: 864-***-****
Skill Level: Management
Salary Range: $63,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Normal 0 false false false EN-US X-NONE X-NONE Steve Custer
103 Griffin Drive, Greenville, SC 29607
*********@********.***
Skills Experience:
Data Analysis: 10+ years
Business Processes Networking: 10+ years
Process Documentation Creation Editing: 15+ years
Contract Documentation Creation Editing: 15 + years
Coordinating Documentation Training for Offshore Teams: 6+ years
Technical Experience:
Microsoft Excel
Microsoft Word
Microsoft Access
PowerPoint
Macromedia Flash
3-D Studio Max
Adobe Illustrator
PeopleSoft
Succeed
Microsoft Project
Visio
Adobe After Effects
Adobe Premier-Pro
Adobe Photoshop
Oce 9800
HRPRO
Harvard Graphics
Lotus 123
Limited knowledge of Visual Basic
Paintbrush
Education:
2009 Villanova University Six Sigma Black Belt
2008 Value Train - Bill Bentley - Six Sigma Green Belt Certification
2004 2006
ITT Technical Institute:
Associates of Applied Studies Degree in Multi-Media with a proficiency in Animation
1987 1991
Bob Jones University:
BA History / Minor Creative Writing
Steve Custer
103 Griffin Drive, Greenville, SC 29607
*********@********.***
Experience Summary:
May 2008 Present
The Sutherland Group: Manager Business Transformation Services
Onsite client liaison for both the Onshore and the Offshore Teams. Acting Project Manager for project overflow during peak seasons. Aiding the Senior Project Manager in the creation of Project Charters and General Contractual Proposals. Aiding the Senior Project Manager in facilitating project change order requests and project scope change requests. Duties include reviewing existing written client processes and making suggestions on any needed enhancements. Creating processes for existing processes when no written documentation exists and suggestions on any needed enhancements. Gathering technical information from individual employees in all levels of the business from data entry specialists to Department Managers for business process documentation for Billing and Collections and making recommendations for improvements on the processes documented. Using Visio and company proprietary software to create flow charts on business processes. Networking with both the Onshore and Offshore Teams to evaluate the best way to implement the processes to be offshored. This includes working with both Departmental and Divisional Managers for both Teams and insuring that the processes are IT friendly. Working as a liaison for the major stakeholders within the Project Scope to evaluate the needs of the team and work through any issues that arise in a proactive and positive manner. Facilitating meetings with Onshore and Offshore Teams to work through any issues that may arise as needed. Working with both the Onshore and Offshore Team Project Managers to create a clear training program for the Offshore Team. Monitored progress of the different stages of the project from employee training to final reporting output sent to the customer. Analyzed the team training output and provided feedback for improvement and implementation. Issues tracking and resolution for both technical business processes and personnel logistics and submitting Web-based Help Desk Tickets to resolve issues as needed. Facilitating Train-the-Trainer sessions as needed both in person with the client and via webcast/conference call. Coordinating Documentation Training for both Onshore and Offshore Teams using conference calls and Webcasts. Aiding outsource representatives on understanding and updating documentation and any re-training needed.
Steve Custer
103 Griffin Drive, Greenville, SC 29607
*********@********.***
April 2006 March 2008
Recall Corporation: Subsidiary of Brambles
June 2007 March 2008
Kelly Services Employee for:
Recall Financial Transformation Business Analyst
Duties included gathering technical information from individual employees in all levels of the business from data entry specialists to Department Managers for business process documentation on three separate lines of business for Billing and Collections and making recommendations for improvements on the processes documented. Planning the Report Improvements for our Shareware and BI Dashboards with our Billing and IT Teams. Share-site Administrator training for individual Billing Specialists on processes for using a Reach Shareware intranet site to post, edit and retrieve documents and data from the shared intranet site. Working with Project Sponsor to evaluate and implement the Metrics needs of the Project Working as a liaison for the major stakeholders within the Project Scope to evaluate the needs of the team and work through any issues that arise in a proactive and positive manner. Involved in project planning, task allocation and progress metrics reporting for both Onshore and Offshore Teams Involved in project planning that used MS Project. Monitored progress of the different stages of the project from employee training to final reporting output sent to the customer. Analyzed the team training output and provided feed back for improvement and implementation. Issues tracking and resolution for both technical business processes and personnel logistics and submitting Web-based Help Desk Tickets to resolve issues as needed. Working with the major Project Stakeholders to ensure that Month-End Billing processes flowed smoothly from both the Offshore and Onshore Teams and submitting and escalating Web-based Help Desk Tickets to resolve any issues as needed. Coordinated with Customers, Account Managers, Customer Care, Onshore and Offshore Teams to simplify and clarify special invoice reporting based off our CIS/PeopleSoft BI Reporting System. Coordinating Documentation Training for both Onshore and Offshore Teams using conference calls and Webcasts. Aiding outsource representatives on understanding and updating documentation and any re-training needed. Creating processes and documentation for cross-business line invoicing so the customer would receive one statement. Using Visio to create flow charts on business processes. Creating Phone Metrics by using pivot tables and charts created from the raw data in the phone system log reports. Creating Metrics Scorecards for both Onshore and Offshore Teams and for other Departments within the Retained Group. Networking with Corporate entities and Vendors to transfer phone and email service from one office location to another office location across National Borders. Creating Departmental forms as needed for project change order requests and project scope change requests. Acting as a contact liaison for the outsourcing team and the retained team. Moderating meetings for the outsourcing and retained teams. Review and analyze Special Handling Invoice Spreadsheets for accuracy as they are posted by the outsource team.
Steve Custer
103 Griffin Drive, Greenville, SC 29607
*********@********.***
August 2006 June 2007
Kelly Services Employee for:
Recall Request Conversion Team Data Conversion Specialist
Duties included analysis of data in real-time and test environments and working with other Departments to insure the integrity of the data being converted. Aiding in the QC testing from the old Legacy System to the new CIS/PeopleSoft system to ensure the fields from the old system converted to the correct field in the new system. I worked with Site Managers to update existing data and create new records as needed for conversion. I aided Business Integration Managers with project issues that arose. I validated data for test conversions to insure that the test conversions were as accurate as possible. I traveled to site locations to help Field Operations Managers and their teams through the go-live phase of conversion.
April 2006 August 2006
Kelly Services Employee for:
Recall RoadShow Team
Duties include cleaning and auditing databases for Fortune 500 Companies. Working with Field Operations to validate the data within the Legacy System was accurate. Coordinating with Field Operations, Customer Care and co-workers on the RoadShow Team to ensure that the database audits were validated.
Donald A. Gardner Architects, Inc
September 1999 March 2006
Customer Service Plan Distribution
Duties included data entry for the Information Technologies and Marketing as needed. Supporting Customer Service as needed. Supporting Architecture in the creation of floor plan preview packages using AutoCAD. Answering customer emails. Supporting Plan Distribution as needed.
Kemet Corporation
November 2000 April 2001
Kemet Capacitor Plant, Fountain Inn, SC
Quality Controls Division
Duties included testing individual capacitors for size and ohms. Running test batches through a kiln after silvering them and performing final tests and packaging the batches for shipment to Mexico. Company Certified. Employment terminated in plant closure.
Steve Custer
103 Griffin Drive, Greenville, SC 29607
*********@********.***
Godshall Staffing
January 1999 September 1999
Various Assignments from Godshall Staffing
BellSouth Mobility DCS
January 1997 December 1998
Network Division
Duties included supporting the Technical Director for the Network Director for the Network Division.
Site cost forecasting, tracking cost for old, current and future building sites.
Preparing purchase requisitions.
Tracking and researching purchase orders.
Auditing past and current site costs and helping other regions perform audits.
Harbert-Yeargin Inc. : Subsidiary of Raytheon Corporation
May 1994 December 1996
Human Resources
Duties included EEO updates and reports.
Salaried employee tracking updates and reports.
Budget report updates.
Employee status HRPRO updates and reports.
Relocation for salaried employees.
Quality Control updates for the welders qualifications.
Welders continuity records.
Project matrixes for Operation and Maintenance
Coordinated with project sites the list of qualified welders for each job.
Creating and updating proposals for future project bids.
Steve Custer
103 Griffin Drive, Greenville, SC 29607
*********@********.***
Fluor Corporation (Formerly Fluor Daniel, Inc.)
June 1991 May 1994
Operations and Maintenance
Duties included supporting the Manager of Government Maintenance and Operations Projects. Supported the Director of Accounting for the Maintenance and Operations Projects. Creation and editing of proposals and agreements for the Commercial Division of the Maintenance and Operations Projects. Supporting the Senior Business Technician for the Food Process, Biotech Pharmaceutical Group. Cataloging microfilmed materials into the computer and researching needed microfilmed documents for court cases and verifying microfilmed documents.
Community Involvement:
Susan G. Komen Race for the Cure: Run / Walk to raise awareness and funds for Breast Cancer held in Greenville, SC. I have walked with friends from work the last five years.
Hobbies:
Rollerblading, Cycling, Nature Walks, Reading Sci-Fi, Mysteries and History.
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