Customer Service Manager

DIRECTOR OF OPERATIONS

Strategy Officer – Operations Launch – HR & Facility Operations – MBA / Mechanical Engineer

Strategic Operations Executive with 18+ years cultivating collaborative environments and leading engineering, sales and operations teams to drive project execution, facilitate strategy development and lead business processes that minimize costs while maximizing output and product quality. Passionate about unlocking hidden capability in people, products, services and processes to create dynamic offerings and structures that support innovation, collaboration and new growth opportunities.

Excellence in Operations Leadership, Business Management and Industrial Engineering, leading productive teams and meeting operations and customer service goals with positive results, ensuring quality in a customer-driven and dynamic industry, driving innovations, delivering launch strategies and providing high-level oversight in aligning financial and operational resources with strategic plans, goals and decisions.

PROFESSIONAL EXPERIENCE

Arthur J. Gallagher & Co., Itasca, IL 2014-Present

DIRECTOR, CSO SERVICES SUPPORT

Control $1M budget, increased and advance centralized internal customer service team 64% (from 3 to 8 direct reports) and provide support for all core systems and processes

Recruit and hire all analysts; oversee customer team that supports 3000+ users’ first line support questions on 6 core systems: Epic, CSR24, DMS, PAT-E and CSP

Develop metrics to enable root cause analysis of issues and management metrics for team members

Identify issues and implement process and system improvements through collaboration with National leaders and IT development teams to enhance the user experience

Trained 5 off-shore team members who support 2000 off-shore members on Remedy for Tier 2 Support

Willis, Nashville, TN 2011-2013

VICE PRESIDENT/PRODUCTION SUPPORT & RELEASE MANAGER

Managed team of 7 troubleshooting analysts in configuring the policy management/accounting system Epic; supported National Accounting Center, Certificates Issuance Center, Claims Center and 3000 field users in 30 retail offices; and recruited team members to build standard operating procedures and processes

Drove resolution time down 30% through process improvement implementations

Managed defects, prioritized and resolved issues with vendors

Continuously upgraded Epic system to ensure faster resolutions and fewer issues

Organized completion of QA testing, user communications, implementation and post-release validation

Cover-All Technologies, Fairfield, NJ 2010-2011

PROJECT & IMPLEMENTATION MANAGER

Developed Cover-All’s Cover-All Policy ISO-based insurance ratings and issuance system for Commercial Package, Business Auto, General Liability and Commercial Property

Ran water-fall development, testing and defect with domestic and off-shore development teams

Oversaw implementation and support of Cover-All Policy and defect resolution and implementation support for Secura Insurance

Willis, Nashville, TN 2006-2009

VICE PRESIDENT/PROJECT MANAGER

Led multi-million dollar deployment of the new policy management system for North America

Managed all aspects of new releases of Willis Client Platform (WCP) – user acceptance testing, training and standard operating procedure updates and business and vendor communications

Directed WCP release for 10 Willis Northeast and New York retail brokerage offices

Spearheaded effort to create Willis Standard client-facing coverage summary template documents for Executive Risk and Marine insurance coverage

Developed QA testing methodology for all custom input screens and output documents

Citigroup / Citi Cards Operations & Technology, Hagerstown, MD 2004-2006

VICE PRESIDENT/SENIOR MANAGER, SERVICE ENGINEERING

Reduced manually processed volume 21% saving $500K+ as Internal Consultant for process and systems optimization projects involving the Call Center and Credit Card Application Processing

Facilitated post-implementation reviews with Operational and Business stakeholders to document and implement project implementation process improvements

Coordinated internal information security audit activities to ensure security compliance and control

Developed, implemented and validated testing process for 200 projects requests/trouble reports (TR)

Special Project Liaison between Operations and Technology divisions

Citigroup / Citi Cards Operations & Technology, Englewood, Cliffs, NJ 2002-2004

PROJECT MANAGER/BUSINESS ANALYST

Management Associate, Credit Card Operations

o1 of 12/500 candidates chosen for Citibank’s accelerated Management Associates’ 2-Year, 3 Rotation Training in Multiple Operational Environments and Senior Management

oConducted study of credit card issuers’ best practices in customer service and sales functions

Project Manager, Citi Cards Payment Investigations (2003-2004)

oStandardized MIS quality reporting across 4 credit card processing sites

oImproved capacity forecasting across 3 credit card payment processing sites

oCoordinated server upgrades to improve processing time for 60,000+ urgent payments daily

Unit Manager, National Service Center Item Processing (2003)

oOversaw critical operational processes, Prime Image Capture and Primary Check Sorting New York tri-state area Deposit Operations

oManaged 8 operators and daily disposition of 300,000+ deposited items with a value of $2B+

oSupported upgrade of Unisys

Vincent

Project Analyst, National Service Center Operations Support (2002-2003)

oFacilitated transition of acquired financial institutions (Cal Fed) operations and personnel (Returned Items) into existing Citibank environment

oExecuted 100 test scripts for user testing for Cal Fed’s Returned Items integration

oSynchronized upgrade and standardization of PC’s to Citibank standard

Ford Motor Company, Dearborn, MI 2001

BUYER ANALYST (Internship), Facilities, Materials & Service Purchasing

International Truck & Engine Corp., Fort Wayne, IN 1997-2000

POWERTRAIN PROJECT ENGINEER, Chassis & Chassis Systems Group

EDUCATION

MASTER OF BUSINESS ADMINISTRATION

Double Major: Operations / E-Business, Kelley School of Business, Indiana University, Bloomington, IN

BACHELOR OF SCIENCE

Mechanical Engineering, Rose-Hulman Institute of Technology, Terre Haute, IN

TECHNICAL SKILLS

Microsoft Project – Microsoft Visio – BMC Remedy – SharePoint, Epic (Applied Systems) – Nexsure – IGrafx HP Quality Center

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