Customer Service Sales

CALVIN RYU

Microsoft Certified Professional ? Microsoft Cert ID: 11585875

***** ********* ***. *., #*-195, Seattle, WA 98133 ? (206) 549-

**** ? **********@*******.***

OBJECTIVE: To acquire a challenging position where I can best utilize my

extensive Business and Professional Client Management Skills and Education.

I am ready to commit and dedicate.

PROFESSIONAL SUMMARY

. Microsoft Certified Professional (MCP)

. Microsoft Dynamics CRM Certified Business Consultant.

. Accredited Certifications in Project Management & Project Requirements

Analysis/Business Analysis.

. Experience in Quality Compliance-Quality Assurance, Project

Management, and Business Analysis.

. A "roll-up-the-sleeves" professional consultant and client management

specialist with more than 10 years of Business Quality Assurance

experience, with proven record of productivity, quality and integrity.

. More than 10 years of progressive management experience in diverse

financial services and in entrepreneurial efforts.

. Experienced in professional sales, managing marketing efforts and

sales team management.

. Skilled in eliciting interviews with sponsors, business owners, key

stakeholders, subject matter experts and software developers &

software test engineers.

. Skilled in managing professional clients and in conflict mediation &

resolution.

. Skilled in performing Root Cause Analysis, Gap Analysis and Impact

Analysis to deliver high quality business solutions, including Good

Documentation Practices and Diagrams/Charts Implementations.

. Effective in executing multiple tasks and assignments ahead of

schedule. Strong Image for dedicated teamwork, high energy, excellent

work ethics and commitment with capability to handle new projects and

situations.

. Experience in conducting Walkthrough/Demo Sessions, creating User

Guides and Manuals, providing end-user training (UAT Testing

environment).

. Effectively coordinated with onsite, offsite and onshore teams during

requirements gathering phase.

. Experience in translating requirements into Use Case models, Business

Process Flows, and Workflows.

. Experienced as a CRM Business Analyst/Consultant and Responsible for

helping Senior CRM Specialist/Developers during the implementation of

Microsoft Dynamics CRM 2013 projects for small, medium and large

enterprises.

. Experience in creating test plan, test cases and execution along with

QA teams and End users.

. Certified SCRUM Master with solid understanding of Waterfall and Agile

methodologies.

. Knowledge through experience in banking domain, loans, factoring,

bankcard services, and in professional liability insurance.

. Multi-cultural experience and ability to work in an international

environment.

. Bilingual in English + Korean (conversational).

TECHNICAL SKILLS

Business Application: Microsoft Dynamics CRM v. 2013, 2015. Microsoft

Office 365, Microsoft Project, Salesforce CRM basics and project.

Environments: Microsoft Windows and UNIX. Software: MS Office Suites and

MS SharePoint

Tools/Utilities: Excel 2013, Outlook, Power Point, MS Office Visio,

Firebug, Fire Path and Drush (Drupal).

PROFESSIONAL EXPERIENCE

CND International LLC ? Orlando, FL ? 05/2013 - 02/2015

Business Quality Assurance Management/Client Management/Business Analysis

. Consulted with clients to identify key requirements gathering, defined

project scope, developed project schedule and plan.

. Tracked issues and facilitated issues resolutions and presented timely

status reports.

. Leveraged skills such as problem solving, cross-group collaboration.

. Managed project schedule to ensure "milestones" are met according to

plan.

. Managed multi-cultural business teams and ability to work in an

international environment.

. Managed onshore, offshore, culturally diverse, cross-cultural groups

and teams on key projects.

. Supported verification, quality assurance activities included client

management and plan execution.

. Coordinated on-site training, data conversion and testing projects.

Plus, created user guide on how to edit and update the website.

. Served as a point of contact from project initiation to completion.

. Researched and documented department's current process and provided

feedback on process improvement opportunities.

California Attending Physicians Insurance ? Los Angeles, CA ? 02/2011 -

05/2013

Client & Sales Team Management/Project Lead (Sr. SME Consultant - Subject

Matter Expert)

. Represented multiple roles in a project core team: Client Management,

Sales Team Management, Business Analyst and Office Operations

Management.

. Key liaison officer between client-physicians and the insurance

carriers/financial services.

. As a project lead/coordinator, I scheduled and facilitated key

business meetings, identified and updated project schedule and tracked

project milestones (business and sales goals).

. Created and tracked issue/risk log and also facilitated issue

resolutions - also conflict mediation.

. Scheduled and participated in business requirement walk through.

. As a Business Analyst, I have also collaborated with business owners

and key stakeholders to capture the business requirements and to

understand the business needs and pain points by conducting

interviews, extensive research, and brainstorming sessions.

. Scheduled and conducted Gap Analysis and assessed the impacts.

. Subject Matter Expert (SME) in Medical Malpractice Insurance &

Financial Services Consulting.

Saehan Bank LA of Southern California, CA ? 06/2010 - 02/2011

Outside Independent Contractor (Quality Assurance/Analyst)

. Localization Testing (Korean-American Language) - Agile-SCRUM

planning.

. Liaison - coordinating QA Software Testing with outside contracts.

. Offshore clients/stakeholders management team and consulting.

Nara Bank LA of Southern California, CA ? 05/2009 - 06/2010

Outside Independent Contractor (QA/Quality Assurance)

. Quality Assurance QA Testing - User Acceptance Testing UAT.

. Localization Testing (Korean-American Language) - Agile-SCRUM

planning.

. Offshore clients/stakeholders management team and consulting.

PMP Agency ? Los Angeles, CA ? 09/2007 - 05/2009

Project Lead & Analyst - Medical Malpractice Professional Liability

Coverage/Insurance Specialist

. Medical Malpractice Professional Liability Coverage/Insurance - Sr.

Specialist and Professional Consulting SME (Subject Matter Expert).

. Multiple roles in business analysis, end-user testing assist,

management, and training.

. Primary role: Project requirements analysis and assist senior

Business Analyst.

. Helped with the UAT team with testing prep and with test cases and/or

assisted in soliciting end-users for User Acceptance Testing before

deploying the codes/final product.

. Head of sales training (in-house & client based) and sales force

management.

. Performed quality customer service & acted as head liaison between

physicians and insurance line carriers.

. Acted as end-to-end contact for physicians-clients.

. Handled customer service inquiries and concerns - root cause analysis

& conflict resolution.

. Responded professionally and appropriately to complex issues.

. Responsible for renewing and maintaining physician's records and

malpractice insurance coverage.

. Designed and implemented marketing campaigns, strategies and

training.

. Ability to maintain strict confidence in customer sensitive

information and records.

California Attending Physicians Insurance ? Los Angeles, CA ? 02/2004 -

09/2007

Sr. Medical Malpractice Professional Liability Coverage/Ins. Specialist

& Business Consultant

. Medical Malpractice Professional Liability Coverage/Insurance &

Financial Services Liaison - Sr. Specialist and Consulting.

. Office manager (assisting and shadowing the Project Manager & Project

Coordinator) and key liaison to insurance carriers (underwriters &

sales team).

. Application and claims review and processing - consulting &

underwriting process.

. In charge of sales training (in-house & client based) and sales force

management.

. Professional sales & various leadership roles (operations & team

management).

. Performed quality customer service & acted as head liaison between

physicians and carriers. Back-end 'Financial Services' coordinator &

liaison officer.

. Acted as end-to-end contact for physicians-clients.

. Handled customer service inquiries and key concerns - resolutions.

. Responded professionally and appropriately to complex issues.

. Responsible for renewing and maintaining physician's records and

malpractice insurance coverage.

. Help implement marketing campaigns, strategies and training.

. Ability to maintain strict confidence in customer sensitive

information and records.

EDUCATION & PROFESSIONAL TRAINING

*MCP: Microsoft Dynamics CRM Certified Business Consultant ? Certificate

ID: 11585875

*Accredited Certifications - International Organization for Project

Management (IO4PM):

- Project Manager Certified ? Certificate ID: 194***********

- Project Requirements Analyst (Business Analysis) Certified ?

Certificate ID: 125***********

*Accredited Certifications - International Scrum Institute:

- SCRUM Master Certified ? Certificate ID: 035***********

- Product Owner (Manager) Certified ? Certificate ID: 947***********

- Agile-SCRUM Certified ? Certificate ID: 114***********

*Seattle University, Seattle, WA ? 08/1988 - 06/1990

- Degree In-Progress: Business Degree Pursuit

- U.S. Army ROTC

- (Highly Selective) Pre-Law Internship Program (Seattle City

Attorney's Office)

- Pre-Law Club Member & Debate Society Member

*University of New Mexico, Albuquerque, NM ? 07/1987 - 06/1988

- Studies in Political Science and Government (Pre-Law Major)

- Studies in Advanced Military Science & Leadership

- U.S. Army ROTC Ranger & SF Cadet

- Transferred to Seattle University, Seattle, WA

Professional Advanced Courses/Certificates:

Business Applications & Consulting as a Software Test Engineer-Continuing

Education

Certificate of Achievement (100+ hours of professional QA & QC Business

Applications training)

Viden Corporation, West Hills, CA

01/2013 - 10/2013

Business Approach as a Software Test Engineer-Educational Format

Certificate of Achievement (70+ hours of training - SDLC & STLC, testing

methodologies)

Software Test Help Org. (STH), California, USA

10/2013 - 01/2014

Professional Membership:

Southern California Quality Assurance Association-Los Angeles

SCQAA-Los Angeles aka QA/LA

Drupal Org.

Drupal Professionals Drupal Org.

Active membership since August 2014

Community Membership:

San Fernando Valley York Rite Bodies

Los Angeles Commandery No 9 (Knights Templar), Van Nuys, CA

Elysian Masonic Lodge 418, Los Angeles, CA

*LinkedIn address: https://www.linkedin.com/pub/calvin-ryu/22/419/68b

Thank you kindly for your time. I appreciate it a lot.

Contact this candidate