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~ career profile ~
offer over 20 years progressive experience in project management, customer service, and team leadership roles, including extensive experience in developing project plans, writing guidelines, and meeting strict deadlines. ~ consistently achieve optimal productivity levels through process improvement planning, program coordination, and cultivation of strong business relationships.
~ professional experience ~
areva t&d, inc., redmond, wa
technical account manager (08/2009-06/2010)
drove business development by managing multiple customer account plans, expectations, and tactical needs for territories in various time zones and cultures.
provided superior customer service via phone, email, and online networks to help resolve any account issues.
improved customer service ratings by achieving service capability and performance (scp) certification.
conducted scheduled customer conferences by request and delivered periodic customer reports.
collaborated with support engineers and management to improve support processes and customer relations.
customer support engineer (12/2007-08/2009)
optimized client servicing and satisfaction by responsively managing direct client calls through online networks and email to guide customers on proper software use or assist in resolving technical issues.
attained customer support certification and improved overall satisfaction ratings.
provided support testing of critical release software patches and added to the technical support knowledge base.
school employees credit union of wa, seattle, wa
technical account manager
partnered with business analysts, internal customers, and vendors to provide technical solutions for both internal and external clientele.
improved financial application functionality by recommending development of new code or restructuring existing code.
oversaw meetings and provided meeting agendas to facilitate a report writer committee.
concur technologies, redmond, wa
hosted systems engineer/post deployment support engineer
led support of software infrastructure for hosted customers, including deployment of system patches, customizations and version roll-outs, monitoring batch and on-line processing as well as trouble-shooting failed transactions and batch jobs.
managed and processed customer service requests for post-deployment needs, including customizations, fixes, ad-hoc reporting and new release pre-testing.
guided external clients on technical support for software installations and for resolution of technical issues.
safeco insurance, seattle, wa
systems analyst (01/1999-12/2003)
led programming team of 3 to implement policy change/version upgrades of travel & entertainment (t&e) expense system by deadline.
successfully reduced service interruptions 15% by actively collaborating in converting asp-hosted t&e expense system to an in-house model.
oversaw conversion of paper corporate expense reports to asp-hosted t&e expense system.
assisted with gl system conversion from legacy mainframe system to peoplesoft financials.
programmer analyst/programmer (06/1986-12/1998)
developed online and batch test plans using y2k critical test dates; completed y2k modifications on financial software within deadlines.
designed, coded, tested, and maintained corporate-wide financial, statistical/risk analysis, and planning systems.
mentored new hire programmers.
successfully designed and implemented a financial reporting system re-write, reducing runtime and cost by 50%.
~ education ~
b.s. in forest management c university of washington
~ professional certifications ~
certification in public relations c university of washington
certification in computer programming c north seattle community college
yyyyyy x. yyyyyy 0000 xxxxxx xxxx , xxxx , xxxxx 00000
hiring agent name
i am currently seeking a challenging career opportunity in a business management capacity and am submitting my resume for your review. in advance, thank you for your time and consideration.
i am seeking to utilize my 20+ years' progressive experience in project management, team leadership, and process improvement capacities within your organization. throughout my career, i have streamlined completion of customer service and financial reporting projects with a passion for developing people, processes, and technology capabilities to advance company objectives. throughout my work history, i have established a record of bridging personnel and operational communication to achieve and exceed company growth through innovative policy/procedure creation, timeline, and materials management, and cost control initiatives.
some key skills include:
ö 20+ years of experience in customer relations, strategic planning and implementation, deployment, testing, production support and programming. expertise in financial/expense processing support.
ö work well in leadership and collaboration roles. adaptable, flexible, and resourceful when faced with new challenges and technologies.
ö excellent interpersonal and technical communication skills. able to relate to people at all levels of business and technology. experience in documentation, content and standards development.
ö demonstrated multiple project management ability. intimately familiar with development process. capable of designing workflows, policies, and procedures.
i excel in promoting collaborative teamwork and am a dedicated worker as well as persuasive trainer and coach with a reputation as a creative, effective change initiator and manager. i am also recognized for having impeccable interpersonal and relationship building skills that facilitate success.
as an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance. my goal is to transition my experience, creativity, and enthusiasm to your organization. i am confident that i could be a valuable asset, and look forward to interviewing with you in the near future.
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