Customer Service Manager
Resume:
Steven T O’Brien
Mounds View, MN 55112
******@***.***
Polished customer service management professional seeks opportunity to demonstrate 10+ years management, administration and operations.
Education/Training/Workshops:
Bethel College, St. Paul, MN Bachelor of Arts
Le Cordon Bleu, Mendota Heights Culinary Program
Technology Coursework/Workshops Wells Fargo
Special Assignments with Notable Achievement:
Project manager for successful convertible equity line project.
oBudget: $1.1 million. 120 people.
Executive chef and planner for banquet of 250 people
Talent Acquisition, Management and Performance
Responsible for meeting company objectives through leadership, collaboration, training, mentorship, coaching and resource planning.
Customer Service Management and Process Improvement
Investigate and handle major incidents; isolate and identify areas of improvement; resolve problems; and management reporting.
Certifications/Licenses:
ServSafe Exp. 03/2018
MN Food Manager License Exp. 10/2019
Employment:
Gradient Financial Group 2014 – 2016
Business Analyst: Wrote and maintained user designs. Also created and maintained document files that contained user and technical designs, policies, procedural documents, and supporting references.
Technical Liaison: Worked with technical staff to insure user designs were properly translated into the technical specifications.
QA Analyst: Performed detailed testing of system changes as they moved through the test systems and into production.
Business Awareness: researched upcoming legislation and changing laws to decipheer what was going to be changing for the business and systems (i.e. home equity mortgage rules/regs, Department of Labor changes).
Obie’s (Catering Company) 2008 - Present
Owner/Operator
Performed event planning, customer service, food preparation, decorating, menu creation, human resource planning, serving, scheduling, and vendor relations.
Castle Kitchens (Minnesota Renaissance Festival) Chef 2010 – 2015
Edgewood Senior Living – Chef 2012 – 2014
Rose Arbor Senior Living – Chef 2010 – 2012
Brightondale Senior Living – Chef 2009 – 2010
Wells Fargo 1981 – 2008
Technology Manager – Base 24 Systems
oManage the budget and planning for the Tandem based Base 24 system
oManage associated project and base budgets for development and maintenance
oManage a staff of 11 to 16 employees and contractors
oManage vendor software relationships
oManager resource vendor relationships
oStrategic planning for application and staffing.
oLeft position to pursue a new career opportunity.
Senior Systems Consultant/Project Manager – Credit Systems
oManage the Convertible Equity Line project: $1.1million, 120 people, installation destined for June 2000.
oMajor project management: system replacement and Y2K compliance are primary duties.
oRepresent application interests in Remedy implementation within Norwest.
oApplication strategic planning and product design for Credit Systems (Dealer Finance, Installment Lending, and Lines of Credit).
oResource planning and work allocation and management for employees, contractors, and system resources.
oConstruct annual budgets using IPMS and Lotus notes databases.
Senior Application Coordinator (self directed work group) – Operations - ISG
oChange management for multiple divisions: primary focus being quality assurance and standardization across the organization.
oProject management for cross entity IS projects.
oLiaison between developers and production control. Key communications link. Gained many business and technical contacts across company and divisional boundaries.
oObtained skills with matrix management by having multifaceted reporting responsibilities.
Senior Systems Consultant – Commercial Loans/Prophet Systems
oProject management for larger projects. Extensive cross-departmental involvement.
oPiloted/evaluated project methodologies for use within the organization.
oResource planning and management
oGained extensive knowledge of project methodologies and project life cycles.
Programmer/Analyst III – Prophet Systems (Hogan CIS/RPM)
oProject manager for smaller efforts. Began gaining skills in methodologies and change management processing.
oResource planning and management for application.
oLead Technician for enhancements to the application.
oBegan establishing business partnerships. Established a bi-weekly review process to keep business partners informed.
oProcess analysis and improvement.
Programmer/Analyst II – Trust and Prophet Systems
oTechnical project resource
oDesign, code, test, and install system enhancements
oObtained programming skills, additional application knowledge
Product Analyst – (various areas)
oCustomer support and training
oApplication design and development for Hogan and legacy systems.
oLiaison between users and technicians
oConversion analyst and trainer
oAcquired broad application knowledge
oCustomer problem management.
Key Experience
Leadership (Up to 25 employees):
.. - Recruiting, Hiring
.. - Training, Coaching, Mentoring
.. - Planning and Scheduling
.. - Delegating
.. - Performance Reviews
.. - Corrective Action
Business Skills:
.. - Finance
- Budgets/Forecasts
Financial Reporting
- Payroll
- Bookkeeping
- Accounts Receivable
- Accounts Payable
Administration
- Customer Service
- Communications
- Advertising/Promotions
- Sales
- Event Planning
- Information Technology
- Presentations
- Purchasing/Vendor Relations
Operations
- Profit Responsibility
- Project Management
- Safety Program
- Regulatory Compliance
- Process Improvements-
- Quality Assurance
Technical
- Application Development
- Analysis and Design
- Programming
- Product Development
- Design, Code, Test, Installs
- Conversions
- Documentation
Software Proficiencies
- Microsoft Office Suite
- Visio, Lucid Charts
- Cobol
Contact this candidate