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Project Manager/Business Analyst

Weston, Florida, 33326, United States
May 24, 2010

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Glenn Silverman

**** ****** ******

Weston, FL **326

Phone: 954-***-****

Cell: 954-***-****


To seek a position with a large and growing company where an experienced Customer Service Manager can make significant contribution to the development and enhancement of products and services.


05/2003 – 10/2009

Hamilton Risk Management, Miami, Fl

Call Center/Customer Service Manager

Call Center/ Customer Service Manager responsibilities include managing day-to-day activities of CSR’s in both claims and underwriting, inbound/outbound operations and responsible for the call volume from Claimants, Insureds, and Agents.


• Initiated all benchmarks, metrics, performance standards, and quality assurance strategies.

• Implemented processes to maximize workforce efficiencies.

• Responsible for the hiring, termination, and training, of all CSR’s.

• Assumes responsibility that all CSR’s receive proper monitoring, feedback, and coaching through QA standards.

• Responsible for driving all call center/customer service initiatives and department results.

• Demonstrates flexibility in an ever changing volume and workload driven atmosphere.

• Lead and managed a department of claims and underwriter Customer Service Representatives carrying out overall call center objectives.

05/2002 – 05/2003

Mirage Surfaces Inc. Pompano Beach, FL

Customer Service Manager – Customer Service, Purchasing, Shipping/Training

Customer Service Manager responsibilities include overseeing the day-to-day operations of over 25 individual distributors in the Granite Industry.

• Current activities include managing and coordinating International Shipping throughout the United States.

• Conduct classroom training and testing of every new distributor in the program.

• Responsible for purchasing all materials and equipment necessary for distributor start-up packages.

08/2001 – 05/2002

Levenger, Delray Beach, FL

Call Center Manager – Customer Service/Sales

Customer Service/Sales responsibilities include managing and distribution of call volume for over 75 Customer Service Representatives in both sales/service and internet call center environment.

• Daily activities include motivating, coaching and feedback sessions, team building, performance monitoring, and counseling as well as handling escalated customer issues

07/2000 – 07/2001

Spherion Corporation, Ft Lauderdale, FL

Business Systems Analyst – Front Office Solutions

Perform a liaison function between the Spherion user community, Programmers/Software Engineers, System Training Development, and all levels of management.

• Identify end user requirements, translate into detailed application specifications, and develop and execute comprehensive test plans.

• Analyze application enhancements requested by users, and make formal recommendations, including conversion, upgrade, and interface resolutions.

• Participate in application releases to evaluate specification accuracy and quality issues prior to general distribution.

• Collaborate with Systems Training team to ensure a complete understanding of all new functionality and the implications to the end user from a training perspective.

11/89 – 06/2000

American Express, Ft Lauderdale, FL

Business Systems Analyst - Systems Assurance (12/96 – 06/2000)

Managing the relationship between Technologies and Operations, performing end to end user acceptance testing of New Products, Services, Software Applications, and new enhanced system functionality on both mainframe and distributed systems.

• Prepare Project Plan/User Acceptance Test Plans based on end user requirements.

• Provide Quality assurance testing of customer service on-line mainframe software enhancements.

• Lead and facilitate the testing of Marketing’s New Card Products (American Express Green, Gold, Platinum, Corporate, Optima, SBS, Centurion and Blue Cards).

• Provide Project Management for the entire test phase through implementation, utilizing MS PROJECT software. Responsibilities included the planning, analyzing, design, build, scripting, testing and rollout stages of the project.

• Facilitate daily conference calls and publish daily documentation of test results to our business partners in both Technologies and Operations.

• Provide post implementation, validation and support.

• Mentor entry level and new hire analysts in the department.

• Skill level based competencies include: Project Management, User Acceptance Testing, Coaching and Development, Thought Leadership, Relationship Management, Strategic Planning and Team Building.

Team Leader – Telephone Service Center (10/93 – 12/96)

Frontline Team Leader (formerly known as Supervisors) responsible for the management of 15 Customer Service Representatives in both correspondence and high volume fast paced call center environments. Day to day activities included motivating, team building, performance monitoring, coaching and feedback sessions, and counseling as well as handling escalated customer issues.

• Write and administer performance appraisals.

• Responsibilities include the hiring of telephone service representatives.

• Coordinated shift alignment for over 1000 representatives.

• Implemented PC based on-line vacation planning for the entire department.

• Created new floor plan (restacking) of the telephone service center.

• Successfully completed LRP program in 10/2001.

Team Leader – Billing Services (11/89 – 10/93)

Responsible for a team of representatives that produced the financial keying and balancing of the records of charge submitted by all American Express Merchants, with ultimate goal of achieving Same Day Capture. Developed and coached a team of 20 representatives. Day to day activities included performance counseling, team building as well as provided regular orientation for all new employees.

• Prepared a daily Excel spreadsheet of media rejects regarding American Express merchants and card members used for quality tracking purposes.

• Piloted new imaging functionality for the purpose of process automation as well as the reduction of workforce.


Bowie State College, Special Education – (1970-1974)

BUSINESS COURSES: Project Management, (ICMI), Incoming Call Management Institute, Monitoring and Coaching for Call Center Performance, Effective Call Center Management, Strategies to Manage Change, Communication Feedback Workshop, Situational Leadership, and (Productivity Point Int’l Classes) MS Word, Excel, MS Project, Lotus Notes.


-MS Word -MS Project

-Excel -Lotus Notes

-Power Point -Mainframe

-Internet -Visio

-MS Outlook - MACS

-KIIS -AS400

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