Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Description, Skills & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download
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JOY
DEMBKOSKI______________________________________________________________________
309 Tanglewood Way, Merrimack, NH 03001
(603) 557-9876
joydembkoski@gmail.com
Expertise and knowledge
in:
Program/Project
Management - Managed
enterprise integration & partnerships with Intuit, PWC, H&R Block, etc.
Technical
Writing - Developed
functional and UI specs for multiple product lines, support/user manuals, etc.
Business
Writing -
Created SOW’s, EULA’s, RFP’s, Legal/Policy design, Sales documentation, etc.
Product
Development/Management -
Managed hardware and software product lines across multiple industries
Strategic/Organizational
Planning -
Built customer support and product departments from ground up.
Risk
Management -
Assessed company risk across User license agreements, hardware code
compliance, etc.
Business
Development - Support
Account Executives through analysis to improve sales cycles and account
penetration. Account Management -
Managed Fortune 100 company accounts such as American Express, Bayer,
Carrier, etc.
PROFESSIONAL EXPERIENCE
COPANION,
INC. Andover, MA 2007
- 2011
Director of Product/Project Management (2010-2011)
Ø Member of senior leadership team responsible
for product roadmap, direction and lifecycle of corporate SAAS tax workflow
online software product lines.
Ø Created Product department from scratch,
managing two product managers and multiple SME’s.
Ø Developed internal workflow tool to bring
processing time of a job from 6-8 hours down to 12 to 20 minutes.
Ø Rebuilt SAAS products to give enterprise
functionality and industry-leading usability.
Ø Product line
awards: Won Technology Innovation Awards
(2008 & 2009) and a Reader's Choice Award from The CPA Technology Advisor,
Accounting Today's
Top 100 Ones to Watch, and a K2 Annual Quality Award.
Ø Managed peak
seasonal Quality Control project. Came
in under budget (270k instead of planned 500+k) while simultaneously reducing
job processing turnaround time down to 12-20 minutes from 12-24 hours.
Project Manager (2008-2010)
Ø Developed, implemented and managed corporate
OEM integrations and partnerships with Intuit and H&R Block.
Ø Managed API integration projects across
cross-functional and cross-company groups for multiple third party customers
Ø Developed functional and creative
specifications for all product improvements, and re-wrote all core product
specs for customer use.
Ø Wrote SOW’s for partnership terms with major
partners.
Ø Wrote EULA’s and legal policies (safe harbor
program, corporate disaster recovery program, etc.)
Ø Managed vendor relations with staffing
agencies (Kelly Services, Aerotek, and PSG) and hosting provider NaviSite.
Manager of Customer Support (2007-2008)
Ø Created customer support department from
scratch, building core team and staffing spikes for peak tax season.
Ø Wrote customer support manual(s) and all marketing
‘how-to’ documents for all Copanion products.
Ø Developed sales material for solution selling
points and customer presentations.
CELESTICA
CORPORATION, Manchester, NH 2007-2007
HR Contractor – US HR Service Center
Ø Manage internal auditing of all US, Canada,
Mexico, P.R. corporate expenses for both
Corporate and Sarbanes-Oxley compliance.
Ø Manage benefits administration, data processing,
hiring/termination, and application administration for North American employee
workforce.
Ø Facilitate process and policy improvements
within US HR Service Center to increase Service Center efficiency while
domestic employee base is almost doubling in size.
Ø All Tier support for all US employee issues,
encompassing COBRA administration, Benefits, 401k, LOA, FMLA, and ADP HRIS
software suite administration.
LIGHTSPACE
CORPORATION, Boston, MA
2006
- 2006
Manager of
Professional Services
Ø Management
responsibility for all aspects of hardware and software installations and for
providing technical support for groundbreaking, high-ticket digital light
product.
Ø As Project Manager,
acted as sales/service engineering liaison, collaborating with customer, engineering
Project Managers, Executives and others on final sale, installation and
implementation of new product.
Ø Administered Tier 1 and
2 support for all hardware and software issues, and served as main point of
contact for global customer base, via phone, email, text, etc.
Ø Developed and implemented
all operational, strategic and administrative procedures necessary to establish
the Professional Services department.
Ø Upgraded and revamped installation
manual for 2 additional product lines.
Redesigned document, upgraded installation process, and added pictures
to have ready in time for UL compliance.
Ø Developed Product
Service Plan global product support line offering to create new service revenue
stream post-IPO.
MONSTER
WORLDWIDE, INC., Maynard, MA 2000-2006
Manager of
Customer Service (2004-2006)
Ø Managed the operational, administrative and
technical efforts of a customer support staff consisting of 30+ line and senior
staff over 5 disciplines.
Ø Created corporate Bookings Policy aligned
with Finance and Sales departments to create unified accounting procedure.
Ø Administered yearly internal Sarbanes-Oxley
audits on Telesales and Enterprise contract processing and implementation
process in 2005 + 2006.
Ø Additional duties as Senior Product/Site
release liaison serving as Subject Matter Expert on business & customer
impact, as well as training needs for Sales Support and Customer Service
Operations groups.
Ø Managed Service/Sales relationships through
sales lifecycle to increase sales policy adherence, utilizing direct &
remote training and Service Level Agreements to increase co-departmental
efficiency.
Ø Created team of staff to work at home on per
diem basis, allowing team to meet heavily increasing workloads while only
minimally increasing operating costs.
Ø Acted as ‘Voice of the Customer’, hosting
customer visits and actively engaging customer feedback/partnership in order to
identify opportunities to improve product functionality.
Ø Maintained extensive quality control
procedures to ensure consistent 97-98% accuracy from teams, utilizing
monitoring of qualitative and quantitative performance metrics, supportive
coaching, training and extensive communication to have teams working at peak
efficiency.
Enterprise Account Manager (2000-2004)
Ø Managed Fortune 500 accounts, including
Citigroup, Cendant, Bayer, American Express, Boehringer-Ingleheim, and UnitedHealthcare.
Managed all functional and technical support, product usage, implementation,
satisfaction, ROI, and business retention for online product suite.
Ø Acted as Tier 1 and 2 support for customer
base, encompassing quote generation, service delivery, training, and
relationship sales upsell support.
Ø Aligned with customer’s business objectives
in order to recommend upgrades and increase customer’s adoption of product
while deepening customer loyalty.
Ø Responsible for supporting account base worth
$4-$6 million in quarterly revenue, including extensive market research to
uncover additional revenue streams from existing client base.
Ø Responsible for follow-through and
deliverance of all contractual items.
Ø Liaison between Customer Relations, Finance,
Legal, Sales, and product to ensure all legal guidelines are met, and
contractual obligations are fulfilled for Sarbanes-Oxley requirements.
Ø Created Enterprise Account setup process and
implementation for all Enterprise Client Service Representatives.
Ø Developed a customized order entry process to
meet customers' specific ordering needs, improving accuracy, on-time delivery,
and customer satisfaction by 50%.
CORE, INC.,
Burlington, MA
1998-2000
Customer
Service Representative II – Managed Care
Ø Full account support for Commonwealth of
Virginia, managing all Leave of Absence, FMLA, Short/Long term disability,
Worker’s Compensation, and medical claim processing.
Ø Exceeded all ACD call service level standards
set for team, achieving 100% effectiveness rating consistently each month.
Ø Created claim handling workflow through RN
review system, decreasing claim cycle time by 24 hours.
Ø Managed report generation for tier of elite
accounts - (Commonwealth Of Virginia, Motorola, BMW)
TECHNICAL SKILLS
SalesForce, Oracle,
Quicken, SharePoint KB
JCR Webshell, MySQL
Siebel CRM – Karma 6.5, 7.0
Social Media (twitter, linkedin, facebook, tumblr)
ADP iPay, EV4,
Hosted Client (Reporting), Globalview, eTime, Winflex
Microsoft Office
Suite (Word, Excel, Project, Visio, PowerPoint, Access, Publisher)
Email Management:
LotusNotes, Outlook, RightNow
Reporting: Brio, Crystal, ADP Reportsmith
Adobe Acrobat,
Premiere, Photoshop, Lightroom
OS – Windows 2000NT, XP, Vista, 7, Mac OSX, Linux, Fedora Core
10
Witness EQB, IEX
TotalView Workforce Management
EDUCATION / TRAINING / CERTIFICATION
M.B.A. – Global Business – Project Management
Southern New Hampshire University, Manchester, NH – In progress/grad
2013
Bachelor of Arts -Communication Keene
State College, Keene, NH
Project Management Certification – Northeast
Training Group
Providing Stellar Customer Service – 8 Training
modules/classes
Management Development Training – Jeff Meade,
Inc.
NLP/Loyalty Factor Training/Management
Coaching – Loyalty Factor, LLC
COPC Gold level Certification – Customer
Operations Performance Center, Inc.
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