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Manager Customer Care

Location:
Lisle, IL
Salary:
60000
Posted:
April 29, 2020

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Resume:

Matthew J. Forpanek

*** ******* *****, ******** * unit 101, Naperville, IL 60563 · 630-***-**** · adc0j4@r.postjobfree.com Profile

IT project management, IT financial software management, Strong customer service management and account management history. Thrives on authoring and implementing policies and procedures providing solutions while improving performance, client satisfaction and service levels. Effective personnel leadership that recruits, develops, motivates and retains diverse staff, structuring them into cross-functional teams to consistently deliver results/savings.

- Project Management - Technical Implementation, Integrations, Documentation

- Process Improvements/Best Practices - Strategic and Business Analysis/Planning/Training

- Budget and Organizational Development - Budget Development, Management and Cost Containment

- SDLC Process/Quality Control - Purchasing and Vendor Relations Management

- Call Center and IT Help Desk Management - SQL Database Management and Report Creation

- Lead Cross-functional Teams - Six Sigma Champion Professional Experience

Johnson Service Group, Inc - Westmont, IL Senior Application Support Technician 9/2019 thru Current Manage financial systems implementations, management reports, project management, business analysis, budget tools and integrations with related applications.

- Lead Great Plains Dynamics software implementation, including project manager, functional design, system configuration, UAT direction, Report business analysis design, integration with other business applications, ‘go live’ management, leveraging business experience and acumen to help drive transformation within the organization

- Routinely manage financial software projects, upgrades, SQL reporting, troubleshooting and maintenance.

- Contribute to the continuous improvement of the firm’s finance and related systems through identification of better solutions to deploy and integrate

- Participate in business development activities such as new modules, software solutions and demonstrations, SOW development, white paper authoring and support of active client finance systems Nationwide Appraisals - Elgin, IL Client Account Coordinator 5/2017 thru 8/2019 Manage Key Accounts and coordinate claim processing. Serve clients, appraisers and claimants via multiple portals as well as handling in-bound and out-bound calls

- Coordinate/expedite insurance claims by managing Appraiser and Client Adjuster processing

- Create procedural documentation

- Train and on-board new appraisers

- Review and maintain quality levels of all transactions processed

- Budget management

- Technical desktop support

Independent Contractor - Chicago, IL Financial Systems Analyst 7/2016 thru 11/2016 Manage financial systems implementations, project management, business analysis, budget tools and integrations with related applications.

- Lead Great Plains Dynamics implementations, including project manager, functional design, systems configuration, UAT direction, Report business analysis design, integration with other business applications, ‘go live’ management, leveraging business experience and acumen to help drive transformation within the client organizations.

- Routinely manage financial software projects, upgrades, reporting and maintenance

- Contribute to the continuous improvement of the firm’s finance systems through identification of better solutions to deploy and integrate

- Participate in business development activities such as new modules, software solutions and demonstrations, SOW development, white paper authoring and support of active client finance systems

(cont’d on pg 2)

BT Partners - Deerfield, IL Intacct Success Manager 2/2016 thru 6/2016 Manage Intacct implementations, business analysis, project management and integrations with related financial applications.

- Lead Intacct implementations, including project manager, functional design, system configuration, UAT direction, report/dashboard design, integration with other business applications, ‘go live’ management, leveraging business experience and acumen to help drive transformation within the client organizations

- Routinely manage financial software projects, upgrades and maintenance

- Participate in business development activities such as prospective client meetings and demonstrations, SOW development, white paper authoring and support of active client implementations IES Abroad - Chicago, IL Business Systems Manager 4/2008 thru 1/2016 Manage all financial plus related applications, project management, vendor management, enhancement/upgrade research, business analysis and train domestic plus international cross-functional teams, serving staff at 34 locations spanning 19 countries to ensure financial software applications (eg: GP Dynamics, Doclink, Budget tools, etc…) consistently function properly and efficiently. Improve process and service methodology with customer-centric project planning and challenge resolution. Manage IT Help Desk including tasks and project distribution. Provide admin and new user training and procedure documentation for applications. Establish and encourage career growth and training paths for staff.

- Routinely manage financial software projects, upgrades and maintenance. Including heavy business analysis revolving around: workflow, accounting tools, budget tools, reporting, customer impact, efficiencies gained and ROI

- Collaborated with team members (100+ domestic and abroad) and vendors to implement and provide user training for 7 software packages with a net increase in production efficiency of 50%

- Standardized the troubleshooting process

- Maintain multiple SQL databases and API servers, including implementation of new functionality, updates, regression testing and troubleshooting

- Directed start up and implementation of a new Help Desk support system to increase efficiency, tracking and enhance the internal and external customer experience

I-CAR - Hoffman Estates, IL Customer Care Manager, Purchasing Agent 2/1999 thru 9/2007 Oversaw all departmental functions including call center, data management, staff training, vendor relationships, technical support, process and systems development, budget management, and key performance indicator monitoring. Major accounts manager responsible for business planning, marketing, revenue generation and support. As Six Sigma champion, utilized quality management methods to increase inter-departmental collaboration and improve processes, workflow, performance, profitability and client satisfaction.

- Promoted twice during 8-year tenure, reporting to the CEO

- Captured a 63% reduction in transaction processing time

- Standardized operational processes leading to an increase in productivity of 32%

- Decreased manual processes by 50% with resultant reductions in overhead costs

- Monitored effectiveness of inbound and outbound calls, ensuring quality standards were met

- Envisioned, planned and executed implementation of electronic course delivery resulting in increased revenue and reduced operating costs

- Implemented on-demand process and inventory management Education and Professional Training

B.S. Industrial Tech, 1991, Northern Illinois Univ, DeKalb, IL Six Sigma Green Belt Training, Industry Partner

Comp TIA A+ Certification, New Horizons

Effective Personal Productivity, Leadership Mgt, Inc. Professional Master Supervisor Cert, MRA, Institute of Mgt Bargaining and Negotiating, American Management Association Customer Service and Mgt Cert, Lake Forest Grad School of Mgt Intacct Core Implementation and Configuration, Intacct HQ Technical Experience

Database and Accounting Software: Intacct, Ablaze, NetForum, Solomon, Great Plains Dynamics, DocLink, CampusVue, Talisma, Sharepoint Business Portal, Custom budgeting tools, Bullhorn, UpGlide, Greenshades, Sage, Management Reporter, 1Staff Project Management: ConnectWise, Enterplicity, Mindjet, MS Project, JIRA, Service Desk Plus, Mitchel Work Center, VistaClaim Productivity: MS Word, Excel, Outlook, Powerpoint, Sharepoint, Visio Call Center: InterTel, Taske, Oasis, Calypso Elite, Nextiva Operating Systems: Windows, Macintosh, Android

(References and Older employment history upon request)



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