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
Skills & Education
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Layla Kibben
(503) 775-9876
(home) / (503) 522-1230 (cell) 309
SE Cora Street
layla.kibben@msn.com Portland,
OR 97205
Operations
and Services Management
Motivational
and results-oriented leader, building and managing diverse teams of technical and functional
professionals, with a twenty-year track record of delivering
innovative service and operational excellence.
÷ Able to define, communicate and fulfill an organization’s
goals
÷ Outstanding project and program management through constant monitoring of tasks and communication
÷ Exceptional, analytical problem solving and critical
thinking skills; organized and extremely resourceful
÷ Technically agile with high business acumen
÷ Strong personal motivation to constantly improve and
achieve higher goals; natural ability to learn quickly
÷ Personal strengths in execution,
relationship building and strategic thinking
Professional Experience
Stretch-n-Grow
of Greater Portland, Portland,
OR May
2011 – Present
Owner/ Director
÷ New
business startup, managing and performing all components of early childhood
fitness business (www.stretchngrowpdx.com).
Fiserv, Inc. (formerly
Corillian), Portland, OR Aug 2001 – July 2011
Advisory
Management (2
Years, part-time)
÷ Advised
newly appointed executive and senior management regarding all historical aspects
of the business.
÷ Played
a key role on senior leadership team and assisted with decisions regarding
critical business strategy, process and delivery.
÷ Negotiated
all support-related contracts, ranging from $30k to $2M annually resulting in
minimal operational exceptions and maximum outcome for all parties.
÷ Led
critical department initiatives/projects such as off-shore & rural
resourcing, customer satisfaction, support renewals, product supportability and
financial reporting.
÷ Highly
regarded as the go-to liaison between support and corporate legal departments
and continually educated and empowered legal resources regarding business unit
operations.
Director,
Technical Support (4 Years)
÷ Led a department of twenty-seven diverse
professionals representing technical account management, quality assurance and
application support engineering; dotted line to another ten individuals
responsible for development support engineering.
÷ 
Created
robust and effective working relationships with supporting organizations such
as product development, professional services and external business unit
partners to ensure a unified understanding of the customer’s experience.
Created
robust and effective working relationships with supporting organizations such
as product development, professional services and external business unit
partners to ensure a unified understanding of the customer’s experience.
÷ Continually monitored and evaluated
the organization against best practices to determine developmental
opportunities and gaps; modified
department’s organizational structure to meet increasing customer needs and
maintain stability through change.
÷ Energized
service functions to maximize customer satisfaction and provide high morale to
minimize turnover; retained 100% of employees through two back-to-back
acquisitions.
÷ Met
all company financial expectations by providing a level of service that
preserved recurring maintenance revenue of $19M while maintaining departmental
expenses of $6M.
÷ Consistently
increased awareness of product supportability issues throughout organization to
promote future scalability.
÷ Served as point of contact and escalation for
all support and service-related issues.
÷ Assumed
executive-level responsibilities such as contract negotiations and
organization-wide representation during a two-year acquisition timeframe.
Manager,
Technical Account Management (3 Years)
÷ Created the Technical Account Management group
to improve and differentiate service from other providers in the same market
space; improved customer satisfaction scores 300% with an overall average sat
of 3.8 out of 4.
÷ Hired, mentored, and grew an initial team of
seven highly successful and visible Technical Account Managers, fully
accountable for post-production customer satisfaction through project
management and technical service.
÷ Created and redefined technical support process
to ensure timely resolution of both immediate issues and root cause.
Technical
Account Manager (1 Year)
÷ Designed and championed the Technical Account
Manager role in response to internal and external perception of low quality
service, as well as the inherent complexities of supporting highly customized online
banking solutions.
÷ Managed all aspects of the post-production technical
relationship between the company and customer by being highly proactive and
holistic in approach.
÷ Co-created company-wide “service excellence”
training program to help increase overall awareness of customer satisfaction
and to aid in more efficient internal communications.
Technical
Support Engineer (1 Month)
First Resort
Software, Inc., Basalt,
CO Sept 1994 – June 2001
Supervisor,
Information Systems and Technical Support
÷ Managed six technical specialists responsible
for the installation, maintenance and support of nine technical interfaces and
general network and hardware troubleshooting to 800+ software clients; exceeded
service level agreements 96% of the time.
÷ Managed system administration for a 75+ node
heterogeneous network which included supervision of IT staff, research and
recommendations, training, budget preparation, purchasing, setup and
maintenance of all equipment, and problem resolution. Re-engineered a network that more closely
mirrored the company’s reputation as a technology leader and increased
productivity by over 50%.
÷ Provided top-tier problem resolution for
escalated customer cases.
÷ Created and maintained test lab; took active
role in software quality assurance for over five years.
÷ Hand-picked to serve on elite committee to
identify and resolve severe software anomalies.
÷ Trained employees and clients on networking
technologies and technical interfaces.
÷ Managed all technology for annual off-site
conference, attended by over 500 clients.
÷ Project Manager for implementation of CRM
software.
÷ Performed on-site installation and consulting
services for accounting-based application
Early Professional Experience
Efficient
Market Services, Deerfield,
IL Feb
1994 – Aug 1994
Manager,
Computer Operations
Videocart,
Inc., Chicago, IL Oct
1991 – Jan 1994
Manager,
IS Technical Services
Project
Manager, Software Development
Incredible
Technologies, Inc., Arlington
Heights, IL July 1990 –
Oct 1991
Accounts &
Product Manager
Skills & Education
IT Skills and
Exposure
Software: Extensive software applications knowledge,
generally relating to office and workstation productivity, network management,
accounting, call center management, desktop publishing and database;
proprietary applications supported during course of career.
Workstation: DOS, Windows, Macintosh.
Hardware: Hands-on diagnostic and
troubleshooting experience.
Network: System administration across
multi-platform LAN/WAN environments.
Novell 3 – 5, Windows NT & 2000, Unix, & Citrix Metaframe.
Certifications: MCSE
(2000), MCDBA (2000), CCA (Metaframe).
Professional
memberships: Technology Services
Industry Association (formerly SSPA)
Education
Multiple courses and workshops in the areas
of:
÷ Personnel &
performance management
÷ Leadership
÷ Time management
÷ Project management
÷ Presentation
÷ Productivity
÷ Personal growth
East West College of the Healing Arts, Massage
Therapy
Institute of Audio Research, Audio Engineering
Niagara University, Liberal Arts
Northwood College Preparatory School
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