Customer Service Management

Shaun Brown

** ********* *** ****** ********, NY 11236 Cell 646-***-**** **********@*****.***

Professional Experience

Management Associate (Rotational Program) - MTA Bridges and Tunnels, New York, NY

05/2012 – 12/2014

Strategic Initiatives

Support the development of the agency’s enterprise asset management initiative through evaluating consultant

proposals for several task orders

Plan and implement promotional marketing campaigns to improve market share of E-ZPass, the electronic toll

tag promoted by the agency

Collaborate with team members to develop the agency’s next 5-year capital plan, editing and preparing

materials for presentation to MTA management

Identify potential areas of compliance vulnerability and risk and develop corrective action plans for resolution

of problematic issues associated with capital investments

Procurement & Materials

Conducted financial analysis to determine the accuracy of subcontractor rates and derived results to

spearhead a 35 percent reduction in total overhead charges

Reduced procurement standard lead times by 50 percent, with the performance of internal control audits and

the execution of an action plan to improve the efficiency of contract analysts

Used PeopleSoft Financial Management to develop queries and monthly reports that provided updated

information on the status of contracts and aided the recovery of $100,000 of unused contingency funds

Engineering & Construction

Used Excel and relevant statistical software to conduct bid analysis, which involved preparing internal cost

estimates, comparing bidder proposals and making a selection that is consistent with the Agency’s goals

Developed and implemented an internal fall prevention campaign which significantly minimized construction

related injuries and saved the Agency $100,000 annually

Conducted external software research and presented findings that were used to eliminate manual report

generation and facilitate the implementation of Engineering and Construction Program Managem ent Software

Lead or assisted in the planning, implementation and introduction of projects for new systems and

technologies

Planning & Budget

Enhanced budgetary analysis of the Agency’s five-year Capital Program by preparing detailed budget charts,

tables, PowerPoint presentations and spreadsheets

Analyzed b usin ess cases through a gates review process to ensure that 80 capital projects d elivered

benefits that are aligned with strategic business objectives

Realized $50,000 in cost saving by quantifying the benefits of proposed capital investments

Drafted consolidated forecasts and budgets and analyzed trends in revenue, expense, and capital

expenditures

Customer Service Supervisor, FedEx, N ew York, NY

12/2005 – 0 2/201 2

Supervised five customer service representatives and provided training for new employees

Prepared and presented monthly and year-to-date financials with accompanying analysis of results

Collaborated with the sales team to develop a consultative, value-focused customer service approach,

resulting in a 20 percent increase in retail sales

Education

M.S., Economics – Global Business & Finance (GPA – 3.6), Brooklyn College, Brooklyn, NY 06/2013

B.S., Business Management & Finance (GPA – 3.6), Brooklyn College, Brooklyn, NY 06/2011

Technical Skills

MS Excel, MS Access, MS Word, MS Outlook, Power Point, Visio, PeopleSoft Financials

Contact this candidate