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Customer Service Manager

Chamberlain, SD
March 11, 2020

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**** * *** ****** 515-***-****

Indianola, Iowa 50023


● Years of professional experience and success in high impact professional environments

● Sophisticated, accomplished Proposal Manager & Writer, Business Analyst, Project Manager and Solutions Engineer

● Demonstrated ability to successfully lead business and technical initiatives through implementation

● Adept in system and process research, system mapping, elicitation of business requirements, analyzing systems and processes, identifying and creating alternate solutions for process gaps

● Incorporates a thorough understanding of architecture and technology methodologies with project management and effective business practices

● Detail oriented, critical thinker

● Ensures strategic alignment of resources with business priorities

● Provides comprehensive assessment and management of project scope, project risks, and requirements for projects

● Exceptional interpersonal and communication skills support dissemination of solutions to the executive team, customers and internal team

● Excels in building authentic relationships with internal and external clients

● Customer service oriented with a passion for working hard and helping others EDUCATION

Bachelor of Arts, English Language and Literature University of Northern Iowa, Cedar Falls, Iowa SKILLS AND PROFICIENCIES

● Proposal Management, Response Writing (Government, Municipal and Public)

● Project Management

● Business Analysis

● Payment Card Industry (PCI)

● Agile Methodologies

● Continuous Process Improvement

● Training program creation, documentation and support

● Sales Training: Aji, DNA Selling Method, Power Prospecting

● Salesforce

● Agile Methodologies

● Waterfall

Applications: Microsoft Office Suite, (Outlook, Work, Excel, PowerPoint), GoToMeeting, Lotus Notes, Salesforce, Adobe Acrobat Pro, WebEx, Dropbox, Central Desktop, Novatus, AS/400, SharePoint, DBSmart, Jira, TFS, AHA, Confluence, Azure, Cisco AnyConnect, iVanti, OneNote, Ariba, BI Reporting, Page 2 of 3



SAMMONS FINANCIAL GROUP, West Des Moines, Iowa March 2016 – Current Business Analyst 3

Responsible for investigating business systems, identifying options for improving business systems and bridging the needs of the business with the use of IT.

● Working closely with Business Partners at all levels in the organization and across business units to proactively define required capabilities and acceptance criteria; opening and maintaining lines of communication to monitor and improve business unit satisfaction with IT

● Leverages deep practical experience and experience with a variety of complex projects to work independently

● Accountable for large scope projects that often involve multiple business functions and business units.

● Responsible for assessing business risk associated with projects and development

● Manages change throughout the lifecycle of the project by communicating with project team, evaluating impact, updating documentation and negotiating alternatives

● Project experience includes: AP360, Agent Loyalty, New Business Types, Ach Payments, Instant Issue, Annual Incentive, Eloqua Implementation, RIA research 2017/2018, DOL CDS GLOBAL, INC., Des Moines, Iowa February 1995 – July 2015 Leading provider of end-to-end business process outsourcing including order management, payment processing, customer service, and data analysis.

Proposal Writer/Solutions Engineer December 2008 – July 2015 Provided technical knowledge, sales enablement training and support to sales staff. Collaborated with internal and external clients/prospective clients resulting in the architecture of recommended solutions and services and coordinating project timelines, work efforts, solution building and execution of projects across multiple internal and external client departments.

● Implemented formal project timeline development and project deliverables required for request for proposal (RFP) responses including pricing, proposal and contract creation resulting in a 33% increase in the number of new business contracts signed in 2014 compared to the prior year

● Designed and developed a centralized repository of company and solution data for proposal responses

● Gathered and consolidated data from 10 technical and 15 business resources for repository

● Reduced repetitive requests to IT, client services, security, workforce and operations managers by 95% from the previous year

● Reduced proposal response timeframe by 50% from the previous year

● Implemented formal project timeline development and project deliverables required for request for proposal (RFP) responses including pricing, proposal and contract creation resulting in a 33% increase in the number of new business contracts signed in 2014 compared to the prior year Page 3 of 3


Project Manager/Implementation Consultant March 2008 – December 2008 Provided client and on-boarding support related to the conversion of business history and policies and onboarding of new business

● Collaborated with five Information System staff to map complex customer data

● Rendered project leadership to 30 technical staff, four financial analyst staff, five customer service staff, four customer relationship staff, and two project management staff

● Documented, maintained, organized and monitored work plans, timelines and budgetary goals

● Balanced financials to the dollar for a multi-million dollar database Account Executive October 2006 – March 2008

Supervised eight client account staff and provided executive level support, business process and technical assistance to 22 clients

● Achieved overall success and satisfaction for all client accounts and retention of existing clients and upselling new services

● Converted National Geographic Home Entertainment’s order management system and processes

● Implemented the complex integration of systems for National Geographic School Publishing Account Manager January 2004 – October 2006

Provided project and client account management for nine magazine titles under three client accounts including building and maintaining business and customer service policy tables and promotions.

● Oversaw and monitored associate account manager and account specialists staff tasks and performance related to client accounts for quality and execution

● Implemented quality control processes developed to actively avoid issues related to errors in label file creation, renewal mailings, gift processing and other client marketing efforts

● Influenced an 80% decrease in client credits for stock and postage expenses related to errors from the previous year

Sr. Operations Representative/Operations Representative February 1995 – January 2004 Supported 40 magazine clients, and one consumer product client, using order management systems maintained on IBM AS400 platform. Provided subject matter expertise to client marketing and billing and renewal staff related to print and formatting requirements for imaging systems. Managed a team of seven operations representative staff, including hiring, coaching and counseling, performance reviews, workflow management, and account assignments.

● Collaborated on direct mail projects, from initiation to executing including design and finder number file creation, collaborated on printing specs with third party vendor and postal service

● Disseminated project requirements to operations staff

● Analyzed and assessed response data on all direct mail programs for 22 titles under one major magazine publisher

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