Customer Service Project Management

SKILLS OVERVIEW:

Technology Strategist

-Developed strategic technology plans for Momentis Property Group, Multiparts Supply and Advanced Communications Group

Embraced company mission and developed requirements

Performed hardware, software and staffing resource assessments

Implemented upgrades and customization to enhance the technology infrastructure

Established compliance guidelines sensitive to administrative interaction and business flexibility

Expert in Aligning Operations and Technology Tactics with Business Strategy

-Strict adherence to the use of cost/benefit analysis in determining product and technology feasibility

-Use a mentoring style of management, emphasizing career development and succession planning

-Strong leadership vision incorporating future business strategy and scalability

Manager of Major Initiatives

-Charged with design and implementation of Momentis Property Group CRM system for real estate Point of sale and inventory tracking, customer service repository and event management

-Successfully merged acquired companies CRM solutions into WCI’s core business plan including data migration, workflow, education, and infrastructure support

-Responsible for solutioning data fragmentation issues for ACG through data warehousing and POS streamlining. Increased Product throughput from 65 to 85 % through process / technology alignment

-Conversion of Multiparts ERP system from financially based to cost based and established supply chain “scenario” processing for new fuel pump factory in China

EXPERIENCE:

October 2012 – August 2023

Advanced Communications Group / Fusion BPO Services

Director of Business Intelligence – Reporting to the President

Responsible for planning and managing all aspects of Call Center data warehousing, CRM for POS and customer service, process automation development, data reconciliation / integrity, B2B data exchange, project management, business process review, sales Throughput, Fraud Prevention, Collections Tracking, internal and external commissions authorization, Tier 1 real time reporting for companies including AT&T, Cox Communications, Comcast, and Center Field (largest E-tailer in US). This includes technology strategy and tactical planning,

Technology Environment – In house POS / CRM and Avaya dialer

June 2009 – August 2012

Multi Parts Supply

Business Systems Manager – Reporting to the President

Responsible for planning and managing all aspects of CRM and ERP development, technology infrastructure, system change management, project management, business process review, business and systems continuity, and information security. This includes technology strategy and tactical planning

Technology Environment – Exact Globe ERP and Exact Synergy CRM

June 2006 – May 2009

Momentis Property Group (Formerly Boca Developers)

Director of Information Technology – Reporting to Chief Financial Officer

Responsible for planning and managing all aspects of web and fat client application development, technology infrastructure, system change management, project management, business process review, business and systems continuity, budgeting and authorizing payments, project management and information security. This includes technology strategy and tactical planning, regulatory compliance, personnel management and vendor relationships for a company with over $8 billion dollars in development assets.

Technology Environment – Pivotal CRM, Timberline ERP, SharePoint Document Management

EXPERIENCE CONTINUED:

June 2005 – June 2006

WCI Communities

Pivotal CRM Technical Specialist

Develop and implement strategic technology plans to merge acquired companies CRM systems including required workflow, data integrity, sales center connectivity, business continuity, and user education. Execute database performance analysis reducing processor utilization 80%.

December 2002 - June 2005

CDSP LLC

Director of Product Development - Reported to Chief Operating Officer

Charged with creation of electronic medical records by evaluating existing applications to determine technical changes, schedule projects and resources, and monitor project timelines. Set and implement policies and procedures related to application quality standards and testing.

November 1998 - December 2002

ADIR Technologies Inc.

QA Team Lead (Systems Test)

Define and implement quality assurance practices and procedures. Manage a group of quality assurance analysts who test, evaluate, and validate a suite of VOIP products. Analyze discrepancies in performance and make recommendations for product updates.

Software Engineer

Design, code and unit test install software for the entire suite of VOIP products, resolved problem areas such as database migration, designed for both Windows and Solaris.

Build Engineer

Design and automate the build process. Included versioning plan, metrics reporting, and high level documentation for design processes.

Prior experience available upon request

EDUCATION:

Nova Southeastern University, B.S. Computer Science, May 1992, Fort Lauderdale, FL

Pivotal CRM training, Vancouver, Canada

Solaris Administrators Training Sun Microsystems, Fort Lauderdale, FL

InstallShield Professional - Standard Edition Training, Atlanta, GA

Signal Officers Basic Course, Fort Gordon, GA

REFERENCES:

David McCall – VP Fusion BPO Services • Contact: 561-***-****, *****.******@*****************.***

John Leta - MIS Business Solutions Supervisor, NextEra Energy, Inc. • Contact: 305-***-****, ****.****@***.***

Additional references available upon request

Martin E. Bernas

4360 Missendell Ln Cell – 754-***-****

Peachtree Corners GA. 30092 *********@*****.***

Martin E. Bernas

4360 Missendell Ln Cell – 754-***-****

Peachtree Corners GA. 30092 *********@*****.***

Contact this candidate