Manager Service
Resume:
Marie Le Nesheim
*****.*******@*****.***
**** ********** ******, ********, ** 55125
Professional Experience
Analyst, Accommodations, Oct 2016 – Current
Pearson VUE, Bloomington, MN, $4B publicly held global education company delivering millions of exams per year
Analyze and render decisions on average 150 cases per month, requiring analysis of complex medical documentation and psychological evaluations. Decisions are 100% in accordance with the company’s Disabilities Guidelines and ADA.
Develop approximately 15 (10% of cases per month) complex non-standard accommodations plans for people with disabilities and ensure successful deliveries of their accommodated exams. Collaborate and consult on a daily basis with cross-functional teams.
Take all escalated phone call inquiries from customers and their advocates that pertain to recent accommodations requests that were not approved. On average, escalated cases make up 5% per year and all result in 0% law suit.
Guide customers through the process, resolve complaints and mitigate conflicts, resulting in 100% customer satisfaction.
Use support services software programs including Client Registration Manager and Microsoft programs for efficiency in obtaining information, documenting and writing reports that are clear, concise articulation of thoughts and information.
Director, Scoring of Performance Assessment, Apr 2010 - Oct 2016
Data Recognition Corporation, Woodbury, MN, $10M privately owned company
Led on average 4 projects per year from conception to completion and retained 100% of contracts.
Developed and delivered training materials in accordance to client criteria by facilitating meetings with educators and other stakeholders to establish scoring rubric.
Delivered stand up training on specific projects with training resulting in 90% - 100% of scorers meeting qualifications to work on projects.
Analyzed scoring data to identify scoring errors during operational scoring and conducted retraining of scorers as needed.
Volunteer Church Leader, Sept 2003 - June 2007
St. Peter Church, Shanghai, China, 500 members
Led expatriate community in negotiating and winning of an English Catholic Church service in a country where Christianity is outlawed.
Established first Christian English service in Pudong, Shanghai, China, largest urban community in China, increased membership from 0-500 in 3 months.
Contributed in creating vision, mission and values statement for the English service sector
Recruited and organized training of 50 volunteers and staffed all church ministries; including: Choir, Youth Ministry, and Stewardship.
Instrumental in creating processes that would provide support to ministry leaders to take ownership and leadership of their roles.
Assistant Manager, Jan 1997-Sept 2003
Cable Network Systems, St. Paul, MN, $1M family-owned business
Contributed to definition of company vision for family-owned manufacturing company.
Contributed to the winning of $1M contract that increased the company’s revenue by 20%.
Handled phone calls of customer inquiries and complaints resulting in 100% customer satisfaction.
Developed employee incentive program that doubled production of employees.
Vocational Counselor, 1993
RISE, Minneapolis, MN, Non-profit organization serving people with disabilities
Started up Workforce 2000, a state funded program for people with disabilities to enter the workforce.
Developed and implemented strategies to market the program in maintaining state funding.
Developed relationships with stakeholders to ensure success of the program.
Counseled clients and provided them with ongoing support in different aspects of their lives, included: career goals, interviewing skills, personal and work relationships and financial management.
Instrumental in promoting client, family, employer and state counselor communication.
Program Counselor, 1989-1992
Opportunity Workshop, Bloomington, MN, Non-profit organization serving people with disabilities
Counseled and guided clients in the improvement of their adaptive functioning in society.
Assisted clients in defining and reaching their personal goals, particularly in the achievement of living independently.
Education
B.A. Psychology, University of Minnesota, Minneapolis, MN, 1991
M.A. Educational Policy and Administration, University of Minnesota, Minneapolis, MN, 1997
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