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Customer Service Manager

Location:
Columbus, OH
Posted:
March 22, 2020

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Resume:

Douglas K. Levy

**** ******** ** · Bexley, Ohio, 43209 · E: adcena@r.postjobfree.com C: 614-***-****

Analyst/Coordinator Project/Program Manager

Working Professional with dual masters – including MBA with Human Resources Specialization and Masters in Project Management (graduated with distinction) – seeking Project or Program Management position. Offers mastery of key project cost and schedule control, project management systems, and contract and procurement management subject matter built upon foundational leadership and organizational behavior, managing organizational change, and legal, political and ethical dimensions of business curriculum grounded in portfolio of hands-on research projects. Professional history includes proven track record spanning two decades of experience within manufacturing, service, and educational industries, and utilization of Paralegal certification at personal injury law firm. Career highlights encompass winning “Employee of the Month” award, being recognized for exceptional performances with numerous Customer Service Representative (CSR) awards, and obtaining top 5% company CSR scores.

Education

MBA WITH HUMAN RESOURCES SPECIALIZATION

Keller Graduate School of Management, Columbus, Ohio (Graduated with 3.72 GPA, 2016)

Courses:

Negotiation Skills · Strategic Staffing · Compensation · Managerial Applications of Information Technology

Applied Managerial Statistics · Managing Organizational Change · Leadership and Organizational Behavior

Marketing Management · Employment Law · Managerial Finance · Business Economics

Legal, Political and Ethical Dimensions of Business

Research Projects:

Retail Gas Station Chain Group Project

Planned construction timeline for opening multiple retail gas stations located across east coast, outlining staff recruitment, hiring, onboarding and training plan to have all locations operational within time set forth by professor. Personally created WBS, overseeing all resource management functions in order to ensure all phases completed on time and under budget.

Mobile Cancer Screening Unit Group Project

Formulated strategy to create multiple mobile cancer screening units serving Midwest, devising WBS and summarizing vehicle specifications, ensuring adherence to standards highlighted in project outline. Personal contributions included altering project details / work product when new work added, overseeing resource management and total work hour measurement activities.

GAP Rebranding Campaign Group Project

Rebranded GAP retail clothing store as “The Generational Gap” – upscale store targeting younger generation – to regain market share lost over past 20 years. Personally created internal design and marketing campaign. Leveraged new website, Instagram, Facebook, and POS campaign channels to create circular brand promotion to stimulate sales at both retail store level and online.

MASTERS IN PROJECT MANAGEMENT

Keller Graduate School of Management, Columbus, Ohio (Graduated with Distinction with 3.8 GPA, 2014)

Courses:

Project Cost and Schedule Control · Contract and Procurement Management · Project Risk Management

Project Management Systems · Managerial Accounting · Financial Accounting Managerial Use and Analysis

Advanced Program Management · Managing Quality

BACHELORS IN PHILOSOPHY – Minor in Business (Marketing focus)

Wittenberg University, Springfield, Ohio (Graduated with 3.2 GPA, 2008)

Activities & Community Involvement:

Hurricane Katrina Homebuilding Volunteer & Fundraiser, Habitat for Humanity

Co-Captain, College Rugby Team · B-Side Captain, College Rugby Team

AMERICAN BAR ASSOCIATION-APPROVED PARALEGAL CERTIFICATION

University of California at San Diego, San Diego, California (2012)

Professional Experience

BEXLEY PEN COMPANY, Columbus, Ohio (2015 – Current)

Founded in 1993, organization is an American manufacturer of fine writing instruments sold worldwide.

PROJECT COORDINATOR

In order to expand growth and increase operation’s sales, perform large variety of duties spanning numerous requirements and departments. Includes supplying customer service to clientele, as well as performing manufacturing, information technology, human resource and sales and marketing functions.

Function as Human Resource Manager to complete payroll using QuickBooks, operating machines to create products, acting as Network Engineer to clean up file systems, and selling products at pen shows, subsequently packing items for shipment to customers.

Grew corporate revenue – by creating new income stream – through initial formulation of corporate website and addition of online shopping cart to site. Helped design company’s Facebook page, in order to expand promotional and advertising channels.

HMS PERMEDION, Columbus, Ohio (2018) - CONTRACT

Founded in 1974, HMS is an industry-leading technology and analytics company. Designed to save billions of dollars annually within the State, and commercial focus’. Providing a broad range of coordination of benefits, payment integrity, care management and member engagement solutions

PROJECT SPECIALIST

Coordinate and streamline multiple project deliverables as part of Operations team, track, perform, and update progress across various projects as priority level dictated. Includes state level deliverables, as well as formatting Doctor Responses/ legal opinions, across multiple platforms to support the different contracts.

Function as Project/Program Manager to complete and maintain project life cycles

Manage individual projects process’ – by utilizing total known workloads increased efficiency– coordination with other specialists kept workloads managed and key deliverables prepared months in advance. Helped identify and adjust work product production to best meet overall team needs.

Process Documents, update work systems, create work orders, route workloads/orders to physicians, and upload final documents to state/physicians website.

L Brands, Columbus, Ohio (2016 – 2017) - CONTRACT

Originating in 1963, The Limited focused on women’s clothing organization, in 2002 it changed its name to Limited Brands, and has focused itself on intimate apparel and personal care through its well-recognized brands: Victoria’s Secret, Pink, and Bath & Body Works, C.O.

Payroll Auditor

A payroll Auditor is responsible for executing the payroll process In the HCM/Oracle Cloud Fusion and PeopleSoft Payroll systems, administration of garnishments, and provides support and assistance for other payroll activities.

Assist with bi-weekly and weekly payroll processing, calculate and confirm off-cycle payments as needed, and prepare and respond to legal documents. Responsible for helping make corrections to HCM/Oracle Cloud to support exceptions, reject and data integrity processing, as well as assist with testing and implementation of HCM/Oracle Cloud periodic tax updates.

Contributed to Tax Team by auditing W2’s, state and federal exemptions, and assisted in the year-end closing process.

VISION SERVICE PLAN, Columbus, Ohio (2011 – 2012)

Originated in 1955, organization is parent of VSP Vision Care, recognized as largest vision benefits company in U.S. Global eye insurance company serves 80 million members with 3000+ employees.

CUSTOMER SERVICE REPRESENTATIVE

As team member at inbound Columbus-based call center, collaborated with physicians to obtain service authorizations, interacting with members to help individuals locate in-network physicians and specialists. Explained benefits to clients, resolving account issues or complaints, and addressing any other needs or inquiries to maintain satisfied customer base. Documented all customer interactions, processing all customer requests, and updating account and/or service records.

Achieved top 5% company CSR scores over tenure, receiving numerous top 5% CSR awards. Following completion of training, attained top 5% of CSR quality and standard level maintained for consecutive six-month period.

Received company’s “Employee of the Month” award and executive-level recognition for demonstrating exceptional personal initiative while delivering superior customer service. Involved addressing scenario with client who had seizure and entered into coma after breaking glasses, awaking from coma to find that services were no longer available.

Personally petitioned supervisor and management up to executive level to renew services for 20-year member, until company vice president approved renewal of services.

Rectified numerous daily account challenges, by clarifying customer complaints, determining root cause of issues, selecting and reviewing optimum means to solve challenges, and following up with client to ensure resolutions.

LAW OFFICES OF ANDY VAN LE, San Diego, California (2011)

Public investigation firm – with three attorneys, three assistants and one office manager – located in downtown San Diego.

LEGAL ASSISTANT / PARALEGAL

Increased effectiveness of attorney by supporting trial proceedings, and developing case information, evidence, and settlement options. Tracked cases, filing and retrieving case files, and scheduling appointments. Core daily duties involved proof-reading documents – serving as only assistant with ability to do so – also addressing calls and scheduling appointments.

Streamlined processing of cases, by creating and organizing files, monitoring calendars and verifying case status with attorney. Documented all activities, using computer to add information to file database and case management software.

Spearheaded development of cases, by drafting complaints, preparing and forwarding summonses and subpoenas, arranging depositions, and devising and filing discovery requests. Drafted responses to opposing counsel, maintaining contact with individuals involved in cases, and generating and submitting status reports.

Formulated case summaries and materials utilized to support mediation conferences, preparing pleadings, monitoring and securing discovery responses, and ensuring all materials used for team case reviews were properly organized.

Boosted efficiency of trial proceedings, by scheduling and helping prepare witnesses for testimonies, creating exhibits and organizing evidence, and taking courtroom notes.

WITTENBERG UNIVERSITY, Springfield, Ohio (2006 – 2008)

Top private liberal arts college with 2,000 students from 37 states and 30 foreign countries

ADMISSIONS ASSISTANT

Functioned in administrative capacity, by scheduling campus visitation appointments and tours, and performing data input as well as maintaining secure database. Greeted prospective students and families, responding to student information requests and inquiries, answering phones, and leading campus tours at peak-season times when office was short staffed.

Assisted with student application processing, by preparing forms and updating records. Interacted with students, parents, external education institutions, and university departments in order to communicate current status of student application.

Served as informal Event Planner, helping organize special admission staff visitations and other events. Acquired decorations and prepared event venue, making catering arrangements, and reserving appropriately-sized university room or location to accommodate number of attendees.

Spearheaded office transition to re-usable voucher coupons – substantially reducing printing and copying costs – by recommending lamination and re-use of all such items.614-***-****



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