Customer Service Management

GIL CATBAGAN

**** *. ***** *** ******** CO *****

303-***-**** ***********@*******.***

EXCEPTIONAL CUSTOMER RELATIONS, BUSINESS OPERATIONS,

ACCOUNT MANAGEMENT, BUSINESS DEVELOPMENT PROFESSIONAL

Forward-thinking and experienced professional with a history of delivering

results across all facets of complex organizations, from business

management to productive operational environments. Recognized ability to

create and manage strong partnerships, drive outstanding customer service,

and ensure the highest levels of quality and success.

EDUCATION

COLORADO STATE UNIVERSITY

Bachelor of Science Degree in Business Management

EXPERIENCE & SKILLS

Account Management * Business Analytics * Business Consulting * Business

Development * Business Management * Client Relations * Conflict Resolution

* Contract Administration * Cost Management * Customer Service * Event

Planning * Facilities Management * Financial Management * Fund Raising * HR

Administration * Management of Key Point Indicators * Payroll Processing *

Presentations (Public Speaking) * Process Improvement * Project Management

* Relationship Building * Strategic Sales Solutions * Team Leadership *

Training & Development * Tradeshow Organization

TECHNOLOGY

Microsoft Office * Oracle Billing System * Quickbooks * SalesForce * ADP

Payroll System * CompuPay Payroll System * Snowman Donation Platform *

Customer Information Systems * Social Networking

PROFESSIONAL EXPERIENCE

QUATRRO FPO SOLUTIONS - Pleasant Prairie, Wisconsin (from a virtual home

office) 6/2010 - 8/2013

Client Relationship Manager

(Provider of cost-effective accounting and finance services)

For a multinational company, responsibilities included creating, driving,

and growing the new business client base while managing the existing client

relationships, which were under the umbrella of a Fortune 500 entity.

Delivered strategic ideas and innovative solutions for business development

verticals, daily operational functions, and ongoing financial adherence,

and ensuring required policies and procedures were utilized. Provided

account management of a Corporate Agreement, as well as service agreement

management for individual business owners, which involved Key Point

Indicators (KPIs) and Service Level Agreements (SLAs) were obtained.

Created marketing collateral, which were distributed across various

campaign platforms. Developed call scripts and provided training on sales

call technique and call etiquette. Overseen utilization of tracking

systems, and provided training to instill knowledge and processes to new

clients. Created, developed, and gave presentations to C-level personnel,

business owners, and business leaders.

> Maintained a pivotal role in Account Management, Business Development,

and Business Operations.

> Generated significant new business (sales) results, which increased

the client base 1,400%.

DENVER ACADEMY of TORAH - Denver, Colorado

7/2008 - 6/2010

Business Manager

(Non-profit co-educational school, combining Judaic and secular studies)

As key point of contact for the Board of Directors, prepared and presented

monthly financial statements, while managing all fiscal activities, which

included AR/AP, collections, account reconciliations, and annual financial

audit. Additionally, handled all Human Resources operations, including

recruitment, staff orientation, employment contracts, and payroll

processing, as well as administration of benefits and worker's compensation

plans.

> Reduced spending by 28% by bringing in a PEO to manage HR, payroll,

and benefits services. Achieved additional savings by re-negotiating

various service agreements, which included employee benefits, IT,

telephone, internet, and landscaping costs.

> Significantly improved relationships and collaboration within the

school through proactive communication.

Gil Catbagan (page 2)

TRIUS PROFESSIONAL SERVICES - Westminster, Colorado

4/2006 - 12/2009

Business Manager and Consultant

(self-employed)

Directed daily operations of 6 LLC-/C-Corp companies for 2 high-value

clients focusing on targeted efforts to develop mutually beneficial

sales/client relationships and business partnerships. Business consulting

included designed and executed marketing strategies to support company

growth, managed public relations needs, and coordinated events. Controlled

critical business financials, which included eight distinct bank accounts,

along with Human Resources management and operations.

> Drastically improved operational efficiencies and functional

processes.

> Made key recommendations regarding marketing direction to expand

client base.

AMERICAN UTILITY MANAGEMENT - Oak Brook, Illinois (from a virtual home

office) 3/2005 - 4/2006

Account Management & Sales Executive

(Provider of submetering and utility billing services)

Managed a solution-centered approach for each client to maximize account

penetration, increase client satisfaction, and increase profitability,

while generating new business and revenue through C-level sales approach.

Gave presentations to C-level personnel, business owners, and business

leaders. Defined target accounts and established penetration strategies.

Primary responsibilities included Account Management and Business

Development, which included a territory that spanned from Kansas City, MO

to the West Coast. Role required 50% travel.

MASTERTEK INTERNATIONAL - Westminster, Colorado

1/2002 - 3/2005

Director of Business Operations

(Provider of submetering and utility billing services)

In a key strategic role that included collaboration with company president,

directed management team to define and fulfill operational goals. Piloted

teams across various departments (Accounting and Billing to Account

Management, Customer Service, and Marketing and Sales), which focused on

efforts to increase client base by capturing new accounts and up-selling

existing clients. Gave presentations to C-level personnel, business owners,

and business leaders. Optimized quality through analysis of work unit

standards and business controls, while monitoring production and costs.

Directed all aspects of Human Resources, including management of processes

and policies to ensure adherence to federal and state regulations.

Protected financial integrity through coordination of routine audits of

account records and unit practices. Implemented and managed loss prevention

program.

> Grew client base 65% through implementation by driving renewed focus

on service to existing clients to capture accounts from competitors;

optimized staff motivation by introducing rewards for employees based

on positive customer response.

> Introduced key strategies to capture new business, including offer of

2 months of free service and delivery of comparative services so

prospective clients could assess MasterTek's options vs. their current

provider.

> Mitigated new payroll expenses caused by increase in employees to

cover strong client growth by offering lower-cost benefits.

Additionally, recommended a more efficient accounting software system.

XCEL ENERGY - Denver, Colorado

8/1989 - 9/2001

Manager of Support Services

Directed activities for 17 employees across 4 states in multiple business

and operational groups, while delivering support to the Billing, Credit &

Collections, Customer Service, Training & Development departments, as well

as other internal units.

> Maximized quality of customer care by monitoring service levels, while

overseeing projects and accounts; responded to complaints from

regulatory commission.

> Conducted detailed financial assessments, including forecasting and

P&L analysis, and ensured productivity of facilities.

> Delivered employee recognition and rewards to boost morale and

performance. Advanced within the organization by obtaining

progressively challenging positions during tenure with company.

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