Customer Service Project Manager

Tim M. Burlingham

*** ***** *** ****** 618-***-**** (c)

Evansville, IL 62242 **************@*****.***

Business Analyst Project Manager Executive

Professional Profile

Results-oriented, customer service-focused executive, with a 15 year track record of

driving innovative revenue-producing strategies and products for one of the top Fortune 500 banks

in America. Organized professional with the ability to conceptualize, analyze, and see both

profitability and customer service sides of issues. Repeatedly took on new challenges and delivered

creditable and impressive results to senior leadership. Committed to excellence, extending to

relationship building, inspiring team members, and gaining the respect of others.

Areas of Expertise

Management Protocols Strategic Initiative Implementation Revenue Growth

New Product Development Customer Complaint Resolution Operations Analysis

Productivity Increase Return on Investment (ROI) Customer Service

Credit Administration Customer Relationship Management Consumer Lending

Client Project Liaison Business Opportunity Development Compliance

Selected Milestones & Accomplishments

Selected for World Class Customer Experience individual award for template which resulted in

improved feedback by 157%.

Selected for World Class Customer Experience team award for E2E escalation pilot.

1st person in program history to be selected for both individual and team award.

Professional Experience

January 1994 February 2009

Empire Bank, Baltimore, MD

Formerly United Bank (acquired by acquisition October 2006)

Assistant Vice President (October 2006 February 2009)

Business Optimization & Associate Experience

Education Manager (April 2004 October 2006)

Revenue Manager (September 2002 April 2004)

VRU Administrator (April 2002 September 2002)

IEX Project Manager Education Manager (January 2001 April 2002)

Workforce Capacity Planning System Production Manager (June 1999 January 2001)

Portfolio Conversion Project Manager (February 1999 June 1999)

Customer Service Manager (February 1997 February 1999)

Credit Acquisition Assistant Manager (November 1995 February 1997)

Senior Credit Analyst (January 1995 November 1995)

Credit Analyst (January 1994 January 1995)

Tim M. Burlingham

Page Two

Professional Experience

January 1994 February 2009

Empire Bank, Baltimore, MD

Assistant Vice President Served as point of contact for Account Executives, Media Relations,

Executive Relations, and National Customer Experience Team.

Collaborated on development and implementation of End-to-End Manager Escalation pilot.

This provided a stream-lined process, key in reducing number of transfers or handoffs, while

increasing the speed of resolution to request for manager inquiries.

Implemented new manager escalation tracking tool called COMMIT to capture voice of the

customer, identify trends and pinpoint opportunities for improvement across multiple sites.

Designed and implemented new Executive Complaint template to improve timing, consistency, and

quality of coaching feedback to associates and reduce overall complaints.

Redesigned post call customer service survey questions. Analyzed results, reported trends, and

provided analysis to senior leadership team.

Developed mystery caller program with a separate 800 number to evaluate the associate s

knowledge and customer service experience across multiple sites.

Education Manager Served as point of contact for developing pricing, revenue, and change in

terms (CIT) education, resulting in over 30 new education modules for associates.

Designed and facilitated education to enhance the customer experience and quality of service

by addressing educational opportunities identified through divisional and company sponsored

quality programs.

Developed knowledgeable, motivated, and inspired associates to understand our customers,

solve customer concerns, and improve our position/relationship with customers.

Identified tactical efficiencies that allowed us to control expenses and still achieve operational

objectives while improving overall customer satisfaction.

Revenue Manager Researched and implemented several new revenue strategies, resulting in

9% decrease of overall fee waivers in 2003 compared to 2002 YTD. Examples:

Fee waiver preservation $6.2 million favorable to original plan ($51.2 vs. 57.4 million)

APS revenue in 2003 102% of plan through August month-end ($33.1 vs. $32.4 million)

Served as primary contact for Customer Marketing, Activation, Retention, Internet Marketing,

Corporate Revenue Group, and Finance.

Implemented strategy changes and led key initiatives $20 APS test, fee waiver negotiations,

and balance payoff requests.

Professional Development Training Continuing Education

Six Sigma Fundamentals Creating an Inclusive Environment Hiring the Right People

Customer Enrichment Program Developing Others Call Center Customer Solutions

Systems Development Methodology Achieving Communication Excellence

Technology Snapshot

MAC & Microsoft Windows OS

Microsoft Office: Word Excel PowerPoint Outlook

IEX COMMIT HP VRU Call Management System (CMS)

Fundamentals of Compass / Focus CentreView Supervisor

Education

Bachelor of Business Administration, December 1989

University of Ohio Kent State, Kent State, OH

Majors: Finance & Marketing

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