Customer Service Manager

Summary of Qualifications

Team building for working in groups and bringing subject matter experts together

Strong organizational skills, detail orientated and ability of multitask

Demonstrates a strong professional attitude and works under constant deadlines

Root cause analysis, work collaboratively across teams to resolve issues

Monitor outstanding work with follow-up

Project Management, own a project, develop strategies to make project successful

Bring Ideas to manager(s) to help improve organization

Adhere to Compliance and Business Procedures; enforce rules as needed

Develop creative solutions to reach desired business outcome

Understand how different parts of the organization connect; identify stakeholders and involve them as necessary

Skills

Knowledge of Microsoft Office, Quickbooks, Outlook, Microsoft Project, Billing Systems

Strong experience in Operations Management, Customer Service, Accounts Payable, Project Management, Systems Analyst, Customer/ Client Services, Inventory, Sales and Product manage Support

Professional Experience

DD Business Brokers Small Business Consultant & Broker

Baldwin, New York Nov 2011 - Current

National Grid / Pro Unlimited Contract Employee -Tax Analyst

Brooklyn, New York October 2009 –Nov 2011

Davis Businesses LLC Operations, Managing Member

Manhattan, New York July 2005 – September 2009 (Sold)

JPMorgan Chase Operations Manager - AVP

New York, New York November 2002 to November 2004

Chase Bank Sr. Technical Officer

New York, New York November 2000 to November 2002

Chemical Bank Project Leader

New York, New York November 1999 to November 2000

Chemical Bank Systems Specialist

New York, New York January 1997 to November 1999

Major Accomplishments & Achievements

DD Business Brokers - Business Consultant & Broker

Owner / Operator of Business Broker Business

Create leads to generate prospects for Sellers of Businesses in the Metropolitan Area

Quality businesses for sale interviewing Sellers, preparing agreements and creating Pro forma

profit and loss statements

Excellent communication and customer service skills with both customers and internal staff members

Cooperative personality to adjust to changing assignments and multiple responsibilities

Advertise Businesses for Sale, cold calling of targeted businesses, and networking

Demonstrate the ability to match sellers of businesses to prospects looking to buy advertised businesses

Assist the Sellers and Buyers through the due diligence process for the close of sale or purchase

Prepare Letters of Intent documents to facilitate closing process between buyers and sellers

National Grid - Tax Analyst

Assist the Tax Manager with the analysis of their exemption certificate process(ECMS)

Identity, market and target customers with sales tax audit issues using direct mail and cold calling

Manage electronic updating of exemption certificates for National Grid to respond to annual audits Contract lead in implementing new ECMS system to electronically manage document images

Merge current internal document system with external and outsourced electronic document for the new ECMS Process with KPMG

Perform analysis of their front end billing process to determine the proper edits and validations Contract Lead in clearing audit exposure issues with NYS and Massachusetts and business to business sales tax compliance

Respond to NYS invoice audit requests of accounts payable Oracle system for sales tax purposes

(This project is forecast-ed to save National Grid well over 40 million dollars in sales tax exposure)

Pizzeria & Pasta House Managing Member Retail Owner / Operator

Acquired and became owner operator of retail Pizzeria and Pasta House business

Successfully lead, managed and motivated 3 full time and 5 part-time employees

Performed all functions of operation to include interviewing, hiring & firing employees, P&Ls, A/R, A/P, payroll services, marketing, inventory & procurement and advertising, also processed incoming phone and internet orders

Established policies, procedures, and practices to ensure compliance with dept. of health guidelines

Demonstrated exceptional ability to perform multiple tasks simultaneously

(Business generated an avg. of $8K – $10K in Sales weekly and grossed $350K – $500K annually)

JPMorgan Chase - Operations Manager AVP

Managed the Customized Lock box Data Services Business Unit and Data Center and backup locations

Support for all business functions of the department

Liaise with Vendors, Internal and External clients, Sales, Product Managers,and Technical staff

Lead all conversion projects of Software and Hardware of Data Center

Managed a group of (25+) employees for internal business units and external fortune 500 corporate for their clients solutions

Responsible for budgeting and purchasing, price negotiation and maintaining audit standards

Coordinated efforts with territory partners in a dynamic team environment which included different sales teams, product management teams, technical teams, and senior management

Managed and controlled the data entry, Stand-alone Credit Card Processing, Data Communications, and Main Billing Process

Responsible for the overall inventory, purchases of hardware and software for the data center

Reviewed & maintained SLA, maintenance agreements and customer proposals for new account setup(s)

(Acquired the Northeast Lock box Return Items department during my last six months in this position)

Sr. Technical Officer

Responsible for creating back office customized solutions for internal business units and external fortune 500 corporate clients including PVB, NYC & NYS

Technical and business units move to 4 Metro Tech from to 55 Water St

Created Change control system between stakeholders, Development, UAT and Production staffs

Responsible for developing full life cycle of analysis, systems development, UAT and implementation of customized back office solutions

Responsible or business continuity setup, environment and testing and audit response for disaster recovery

Education

Baruch College Manhattan NY – Systems Analyst minor Business Administration, Upper Senior Status

Borough of Manhattan Community College – AAS in Data Processing, minor Business Administration

Stony Brook University – Project Management Certificate Program - 9/2012

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