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SENIOR OPERATIONS AND PROJECT MANAGEMENT Resume
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| Desired Industry: Customer Service/Technical Support |
SpiderID: 17226 |
| Desired Job Location: Jamesburg, New Jersey |
Date Posted: 11/20/2007 |
| Type of Position: Full-Time Permanent |
Availability Date: 12-15-07 |
| Desired Wage: $110,000 |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, 25-50% |
| Highest Degree Attained: Other |
Willing to Relocate: No |
Objective:
Objective: A challenging and mutually rewarding senior level management opportunity allowing for growth in my core skill base: Project Leadership, Process Development, Productivity Metrics, Off Shore Operations and Operations Management.
Experience:
Summary: Experienced, results oriented senior leader with proven success in managing multimillion-dollar projects, diverse teams, and department operations. Background includes consistent record of promotions to prominent positions of advanced responsibility and visibility. An adept negotiator who employs these skills when interacting with peers, subordinates, executives and business partners. Expertly directs projects, resources, technology and expenses.
10+ years experience in: Operations Planning, Employee Development, Project Management, Process Improvement, Marketing Research, Technical Support, Call Center Technology, Operation Relocations, CRM Strategies, Key Performance Indicators, Fulfillment, and Business Process Outsourcing
CAREER ACCOMPLISHMENTS
Planned, developed and project managed a global transformation initiative designed to increase capacity by 21 FTEs while saving $300,000 annually through the establishment of a 53 seat off-shore operation in Manila, Philippines. Project was completed within scope and cost, while satisfaction scores remained stable.
Directed the implementation of a $2 million Siebel CRM implementation for 425 users and 50,000 customers in a $300 million business.
Developed and led the Global Customer Operations Team, strategically supporting a $50 million business unit.
Directed call center and customer fulfillment activities for Fortune 500 companies such as: Carnival Cruise Lines, Bristol-Myers Squibb, Sony, BMW, Volvo and Aetna.
Implemented a 24/7 Call Center with no business interruptions during tenure. This included relocating center during February 1999. This project was the only relocation completed within scope and budget.
Promoted 7 times during last 10 years, with each position bringing substantially increased responsibilities and visibility.
PROFESSIONAL EXPERIENCE
THE MCGRAW-HILL COMPANIES, Hightstown, NJ; 1999-present
McGraw-Hill drives the financial services, education and business information market
Director, Global Customer Operations, Business Information Group
Directed the Global Customer Operations Transformation initiative, specifically the establishment of a 53 seat off-shore operation in Manila, Philippines. This project resulted in the added capacity of 21 employees at a savings of $.75 million over 3 years.
Directed the implementation of a $2 million Siebel Customer Relationship Management System for 425 users and 50,000 customers in a $300 million business, resulting in the development of an integrated sales lead distribution process. This process ensured data integrity, timely sales lead routing, and led to revenue goals being exceeded.
Collaboratively directed and led staff involved with a Customer Satisfaction Initiative, reducing potential problems while driving improved customer retention. Interpreted results and implemented continuous improvement initiatives to increase customer satisfaction scores.
Developed Key Performance Indicator measurements used in McGraw-Hill Customer Centers world-wide.
Leader of Global Customer Operations within AVIATION WEEK, as a member of Aviation Week’s Sr. Leadership Team. This role required leadership in defining and executing projects based on business plans, ensuring that execution was within scope and budget.
Responsible for shaping the strategic relationship with SITEL Corporation, the McGraw-Hill Business Process Outsource Operations partner in Manila, Philippines.
Created Global Customer Operations job descriptions, standardized hiring procedures for sales and customer service teams and developed effective performance reviews based on measurable performance goals.
Responsible for regular rationalization and communication of metrics designed to measure service standards. This included executive review sessions to ensure metrics translated to understanding of the appropriate staffing levels for a dynamic setting.
Managed infrastructure and operations across Customer Service, Technical Support, Order Entry, Circulation, Fulfillment and Customer Relationship Management Teams.
Managed teams supporting technology used by Global Customer Operations.
Managed teams supporting Customer Relationship Management and Sales Operations.
HANN & DEPALMER, CRANBURY, NJ; 1996-1999
A national corporation specializing in marketing fulfillment and customer data management
Manager of Call Center Operations/Account Executive
Managed the operations of a 24/7, 365 days per year Call Center, including 30 call center agents, 3 supervisors, infrastructure and technology.
Account Executive, responsible for all incoming contact programs and client activities for Fortune 500 companies.
Directed Call Center business continuity initiative, with no business interruptions my tenure. This included role of Project Manager for a Call Center relocation during February 1999. This was the only relocation completed at Hann & DePalmer within scope, schedule and budget.
Promoted 3 times during 3 year period, with each position bringing substantially increased responsibility and visibility.
Managed all client communications and external executive reviews.
Application programming for all Call Center Technologies; including, but not limited to ACD software, scheduling software and CRM scripting software.
CRC INFORMATION SYSTEMS, NEW YORK, NY; 1994-1996
A national corporation specializing in marketing research services and technology
Manager of Technical Support and Systems
Managed Technical Support Call Center supporting hundreds of clients using Call Center scripting and tabulation software.
Supported all systems and technology used internally by CRC Information Systems.
Provided advanced training, consulting and programming services for all CRC Information Systems clients using call scripting software and Microsoft products. This resulted in exceeding customer retention goals consistently by 20% or more.
ANALYTICAL COMPUTER SERVICES, INC, WESTFIELD NJ; 1994-1996
A national corporation specializing in marketing research services and technology
Project Director
Responsible for project planning for clients and projects using call scripting and tabulation software packages developed by Analytical Computer Services, Inc.
Responsible for training and support activities for all clients using Analytical Computer Services software packages.
Responsible for coordinating consulting services for all customers, leading to cost savings through more effective usage of Analytical Computer Service’s products and services.
Project Managed the most detailed research study ever developed using ACS-Query scripting software, a 3-hour in person interview for UCLA.
Directed marketing research studies, including, site selection, study programming and final data tabulation.
Directed software installations and was principle software trainer, with all installations at or below budget.
HEALTH INFORMATION TECHNOLOGIES, PRINCETON, NJ; 1992-1994
A corporation specializing in electronic health claims submission
Marketing Manager
Coordinated customer communications promoting electronic health claim submission systems through Health Information Technologies.
Managed a team of 4 telemarketing enrollment coordinators.
Responsible for all marketing activities and customer data entry to ensure timely activation of system.
Education:
EDUCATION
TRENTON STATE COLLEGE, Trenton, NJ
Law & Justice
Attended 1984 through 1991
AMERICAN MANAGEMENT ASSOCIATION, New York, NY
Sr. Leadership Curriculum, 2000-2003
Project Management Curriculum, 2004-2006
Affiliations:
PROFESSIONAL AFFILIATIONS
AMERICAN MANAGEMENT ASSOCIATION, New York, NY
Member, 2000-2006
Skills:
TECHNOLOGY EXPERTISE
SalesLogix, Siebel Enterprise, Siebel OnDemand, Avaya Internet Call Center, Avaya CentreVu, Avaya IP Agent, NICE Workforce Management, NICE call recording system, Symon LED Wallboard displays, Microsoft Office, Microsoft Project, Microsoft Visio, Act!, and several online collaborative project management tools
Additional Information:
As my resume illustrates, I have provided more than 15 years of leadership in the areas of Customer Relationship Management, Operations, Project Management, Technology Support, and Customer Satisfaction. For the past several years, I have collaborated with senior executives to develop plans for transformation projects, implementing integration and re-engineering recommendations.
My work has allowed me to apply creative thinking and demonstrate vision setting, turning challenges into tangible solutions that have yielded profitable results. You will also learn that I have extensive Marketing Research, eCommerce and Business Process Outsourcing experience.
The benefit of working for a dynamic, industry leading company is that I have had the opportunity to manage a diverse range of responsibilities, each with increasing challenges. It would be my pleasure to continue this discussion when we meet in person. My salary requirement, which is negotiable depending on such factors as benefits and advancement opportunities, is in the range of $100,000 annually, not including benefits or other supplements.
Please contact me at (609) 647-2756, or john.gimbut@yahoo.com, to arrange an appointment
Reference:
Furnished upon request
Candidate Contact Information:
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