OBJECTIVE

Obtain design and development position in a service industry on a contract or temporary basis that will utilize my expertise in process analysis, systems analysis, design and development, people management, operations, training, technology, and customer service.

ACCOMPLISHMENTS

Developed database applications since 1987 in Dbase, Dbase II, Paradox and Microsoft Access.

Provided management consulting services in the areas of operations, technology, telephony, project design and implementation. Successfully managed the implementation, training and systems design for various businesses including three high volume telephone call centers.

CAPABILITIES

• Assessment skills for systems development and design
• Analysis of operation statistics for more efficient utilization of resources and achievement of service standards.
• Development and management of staffing plans and work schedules.
• Ability to assimilate concepts and provide training to employees.
• Provide ongoing coaching to ensure accurate, timely and professional customer service.
• Adept at developing credibility and confidence with co-workers, management and clients.
• Ability to carry out programs under established policies and motivate staff accordingly.
• Non-exempt and exempt user training in desktop tool navigation.
• Coordination of client and firm objectives, resulting in the successful delivery of quality, expense control and a positive work environment.

BUSINESS EXPERIENCE
Hewitt Associates, Lincolnshire, IL
Management & Training Consultant

Collaborated on the design and implementation of user training for a PC/LAN/CICS network based customer service system for a call center with 300+ non-exempt employees and 14 management staff. Improved customer service experience by providing development of training program of temporary hires, in existing desktop to mainframe tools. Developed statistical measurement tools in Microsoft Access, for management of temporary associates hired for enrollment of 350,000+ employees of the SBC Communications. Additionally assisted and coordinated activities of the project through a dedicated team of clients and consultants.

Citibank, Chicago, IL
Management Consultant

Managed the design, implementation and user training for a PC network based customer service system for a telesales call center with 60 non-exempt employees and 10 management staff. Improved customer service experience by designing and implementing an on-line pre-qualification and appointment scheduling via a dynamic information database. Additionally, directed and coordinated activities of the project through a dedicated team of clients and consultants.

Citibank, Chicago, IL
Management Consultant

Designed and implemented two major customer service improvement projects for a credit processing center with 125 employees including 75 telephone customer service representatives.

A loan tracking system providing daily individual loan status enabling management to meet customer service standards and eliminate process deficiencies. Telephone service representatives were able to give one-stop service by using the user-friendly system to communicate the current status of the customer application.

A telephony tracking reporting system, allowing measurement of customer service standards including: abandonment rate, speed of answer, session time and schedule adherence. Provided training to management in the efficient scheduling of resources based on call volume and service standards.

Madsen, Sugden & Gottemoller, Attorneys at Law, Crystal Lake, IL
Management Consultant

Designed and implemented a Microsoft network based client management, timeline management, and court scheduling system with an interface to billing. Currently providing on-going technology support, including training for users. 200% increase in the firm’s billing with no staff increases in the current 4.5 years of development.

COMPUTER SKILLS
Proficiencies

• MS- DOS
• Lotus Notes
• Microsoft '98 and related operating systems and networks(95, 98, NT, 2000, ME, XP)
• Microsoft Office Productivity Suite (Word, Access, Outlook, Excel, Publisher, Power Point)
• BVO Observer & BVO Composer
• Adobe (Photoshop, ImageReady, Illustrator, Premiere)
• Macromedia Dreamweaver 2004 MX Fireworks 2004 MX
• Work Force Management
• Sage Business Works (Time Matters, Time Slips, Business Works)
• Innumerable PC Software Applications and Utilities

ADDITIONAL INFORMATION

For the past 20 years I have supplemented my primary career in the entertainment field with contract positions as a self employed Project Manager in the service industry. The term of the engagement can range from a few months up to 2 years. Additional professional experience and references are available upon request.