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Customer Service Manager

New York, New York, United States
September 28, 2018

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Executive Summary

Results driven professional with 22 years of experience leading programs and projects for marketing, E-commerce, customer

experience, technology, operational effectiveness and business development.

●Innovative at strategy planning, execution and ongoing change management working with multiple stakeholders.

●Successful at leading diverse teams to deliver results through direct and indirect management.

●Proven track record of achieving customer and business goals through E-Commerce, marketing, operations and servicing.

●Skilled at creating ideas, negotiating priorities and delivering prompt problem resolution.

●Experienced in waterfall, iterative and agile development methodologies.

●Expertise in managing all phases of programs and projects; vision, funding, IT development, process and organizational change, implementation and ongoing enhancements.

●Diverse experience with financial services, insurance, healthcare, government nonprofit, real estate and many other industries.


IDEXX – Westbrook, Maine Jan 2018 – Present

Sr Project Manager, SAP, Employee Enablement & IT Operations- 6 Month Contract:

Leading the planning, change management and implementation of three global projects that will impact all employees at IDEXX.

Encryption of all IDEXX European computers to comply with a new Global Data Protection Regulation in two months.

Global Windows 10 Upgrade for 10,000+ IDEXX computers.

Global Email Archiving and Record Retention.

Global Telecommunication infrastructure upgrades.

Winxnet - Portland, Maine Oct 2016 - Dec 2017

Project Manager, Customer Relations

Lead the planning, development and implementation of billable customer projects ranging in small to large scope deliverables. Managed multiple concurrent project teams in multiple locations including vendors. Established the scope, schedule and budget of all billable projects with customers in finance, healthcare, nonprofit, real estate, construction and many other industries. Maintained regular communication with clients and project teams through scheduled conference calls, on site client visits and status reports. Conducted regular monitoring of all projects to proactively address any potential issues and to successfully deliver projects on time, within budget and with satisfactory results for the client. Key accomplishments include:

●Lead the planning, development, budget and implementation of 65+ projects concurrently each month.

●Billed over 500,000 in project revenue quarterly.

●Successfully program managed 12+ concurrent projects for large healthcare organization.

●Lead the RFP development, hired and managed the project team and contractors for a large government project.

●Managed several large Windows 10 upgrades and 0365 migrations across multiple departments, locations and 1,200+ user.

The Computer Merchant - Bath, Maine Oct 2015 - May 2016

General Dynamics - Bath Iron Works, Project Manager – 6 Month Contract:

Leader of five programs that drive process and technology improvements for Bath Iron Works. Coordinate and manage five cross functional project teams across multiple locations to deliver on project goals. Effective management of project scope, budget and schedule to ensure the client’s satisfaction with results. Exceptional ability to communicate and negotiate with business stakeholders and IT leadership. Comprehensive oversight of plans, changes and all related documentation to ensure project success. Exceptional ability to identify early issues and creative at implementing solutions to ensure issues are resolved. Selected accomplishments include:

●Lead 30+ resources located across the country to deliver on project scope.

●Effective management of the scope, schedule, budget and resources for five projects running concurrently.

●Negotiate solutions that address risk to project scope, budgets and schedules.

Unum - Portland, Maine Feb 2014 - Aug 2015

Director, Enterprise Project Management:

Leader who drives on-time, cost controlled revenue producing E-Commerce programs in alignment with enterprise goals. Provided strategic and operational leadership across multiple international teams, fostering a high performing work environment with a continuous improvement focus. Cultivated effective customer and stakeholder relationships utilizing exceptional negotiation and

interpersonal skills. Ensured stakeholder satisfaction by consistently delivering quality results. Managed E-commerce marketing

programs from inception through design and implementation, specializing in customer experience and integrated digital marketing

campaigns. Selected accomplishments include:

●Led the first two fully integrated national marketing campaigns which included partnering with CNBC and Entrepreneur Magazine. Campaigns contributed to an 8% growth in sales.

●Launched a highly-specialized marketing program for the company’s Public-Sector segment.

●Successful leadership of multiple internationally located project teams to plan and execute programs.

●Negotiated with and managed multiple agencies to deliver in collaboration with project teams.

●Reduced quarterly marketing expenses by 250,000 through diligent monitoring and adjusting of campaigns.

Pioneer Telephone – South Portland, Maine Jan 2013- Feb 2014

Vice President, Business Development:

Developed, implemented and managed profitable business programs focused on increasing sales and revenue. Designed, planned and executed operational excellence programs which prepared the company for growth. Selected accomplishments include:

●Led the design and implementation of integrated E-commerce website and marketing strategies.

●Created a strategic rebranding initiative focused on product development, product positioning and a new logo.

●Established an inside sales and account management strategy.

Unum - Portland, Maine Oct 1999 – Jan 2013

Director, Enterprise Business Architecture Oct 2007 – Jan 2013

Provided business leadership and E-commerce solutions which aligned technology, business process and organizational design across complex multi-million dollar programs. Established strategic direction through collaboration with leadership across the company to

create cohesive business plans focused on achieving results. Managed post implementation activity including metric analysis,

research and implementation of ongoing enhancements for the service platform and business process to achieve operating excellence. Selected accomplishments include:

●Lead Business Architect for the company’s first complete self-service model, reducing acquisition and servicing costs by 20%. Online claim servicing resulted in 10% reduction in paper/fax costs and 15% reduction in calls to Contact Center.

●Awarded the designation of Inventor for new servicing platform when it was patented for Unum. The development effort and resulting platform also received the 2008 Microsoft Windows Financial Services Innovator Award.

●Partnered with UK subsidiary to leverage servicing platform for international business.

●Key leader on program rollout team, developing marketing strategies and collateral focused on promoting program value. Presented at sales leadership conferences and broker forums.

●Conducted extensive market and competitor research on insurance service offerings. Planned and implemented multiple focus groups and usability studies focused on identifying continuous improvement opportunities.

Director, Internet Service Programs June 2000 – Oct 2007

Provided business and IT leadership ensuring successful development, implementation and customer adoption of Unum’s online

service offering. Established online servicing vision, set priorities, championed customer needs and provided leadership to multiple project teams. Drove customer adoption by developing marketing strategies and material that promoted the value of the online service offering. Planned, implemented and managed a new online servicing unit which included 12 Internet Service Representatives.

Selected accomplishments include:

●Established the business vision and user experience for consolidating five stand-alone sites into one website. Successfully transitioned 30,000+ customers to new website.

●Collaborated effectively with business and IT to develop the business case and vision for 15+million in annual development spend. Expanded online service offering from 15 to 60 services in five years.

●Drove the adoption of website use from inception to 300,000 users and over 3 million logins annually.

Customer Service Manager Oct 1999 – June 2000

Effective and efficient management of employer accounts. Ensured financial integrity of billing operations. Collaborated with sales and service employees to address customer needs and grow the business. Managed a team of 18 employees focused on servicing business customers and field offices.

Bath Savings Institution - Falmouth, Maine Oct 1997 – Oct 1999

Assistant Vice President

Obtained new business and ensured excellent customer service delivery. Developed broker relationships, called on local businesses, identified trust account and commercial prospects. Sold, underwrote and closed residential mortgages as well as consumer loans. Hired, trained and managed a branch team focused on delivering excellent customer service.

Atlantic Bank, NA Aug 1991 – Oct 1997

Branch Manager-Falmouth; Branch Manager-Auburn; Assistant Branch Manager-Portland; Customer Service Representative, Teller Supervisor and Teller-Yarmouth.

Training and Certifications

●Agile Product Owner Certification 2014

●Innovation Certification 2014

●Lean Six Sigma 2012

●ITIL Service Management Certification 2011

●Project Management/Iterative Methodology 2010

●Direct Marketer Certification/Unum Products 2004


Business Administration – General Management, University of Southern Maine 1991-1996

Volunteer Leadership

●Falmouth Chamber of Commerce – Board of Directors, Co-Chair of the Membership Committee

●Cumberland Foundation 51 – Board of Directors Vice President, Chair of Fundraising Committee

●Junior Achievement – Board of Directors

●Mabel I Wilson School - Planning Committee

●United Way - Small Business Campaign

●Habitat for Humanity – Family Selection and Support Committee

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