Resume (some information removed for obvious privacy reasons)
David Ramesh
¿ Skokie, IL
60077 ¿
david@gso300.com
® Accomplished customer service advocate in
some of the world’s most challenging situations
® Proven
track record of managing small specialty teams to groups of over 400 people
® Experienced communicator with all levels of
business and customer experience through written word, voice, presentation, and video
® Demonstrated skill in developing and
interpreting metrics for maximum results
® Familiar with several scripting, web development languages and applications
Professional
Experience
Financial Insitution — Riverwoods, IL
Contract Computer Operations Analyst 10/2012 – Present
Support of US Command Center, offering first-level support for internal customers and knowledge management center for analysts.
Financial Insitution — Durham, NC
Senior Computer Operations
Analyst 12/2012 – 9/2013
Support of US Command Center, offering
first-level support for internal customers and knowledge management center for
analysts.
¿ First-level and ongoing support of network, trading and
compliance applications
¿ Writing of procedural documents for handling day to day
and crisis situations
¿ Monitoring of backups on Windows, Unix, AS400 systems
Customer Resolution Manager –
H&W/DB 10/2010 – 12/2012
Customer service in inbound phone
center, answering questions and handling escalated issues and sensitive clients
dealing with pension, health and insurance, and 401(k).
¿ Twice recognized as "Most Valuable Player"
due to client and customer accolades
¿ Subject matter expert, mentor, and facilitator for
health & welfare and defined benefits
¿ Assisted training department facilitating classes in
pension and insurance for new hires
Restaurant / Food & Beverage — Hillsborough,
NC
General Manager / Marketing Guru 02/2006 – 08/2010
Operations of corporate-owned
restaurant, including budget control, hiring/training/counseling of employees,
profit and loss, forecasting, marketing, customer service, and regulatory
compliance.
¿ Turned two failing stores around into top regional
performers
¿ Led regional marketing efforts for the company's #1
region
¿ Awards for top sales, best customer service, best
turnaround
Insurance / Financial Company — Morrisville,
NC
Manager,
Special Issues Team 09/2004 – 01/2006
Management of a team of property tax analysts, handling the most
difficult jurisdictions and client-sensitive issues.
¿ Developed specialized predictive and analytic tools to
better measure compliance and predict trends
¿ Drove "difficult issue" compliance rates from
35% to 97% within service level agreement
¿ Personally handled face-to-face conversations with
sensitive clients and difficult jurisdictions
¿ Worked with IT department to adapt and implement our
departmental processes company-wide
Health Care / Education — Chapel Hill,
NC
Call
Center Manager/Analyst 09/2003 – 09/2004
Management of inbound call center specializing in educational
videotapes and products, and development of metrics tools and procedures to
maximize productivity and profit.
¿ Handled sensitive customer service issues through
phone, email, and postal mail
¿ Implemented and maintained suggestive
"upsell" program that netted over $1.2 million in first year
¿ Developed metrics to track and improve sales and agent
utilization
¿ Handled hiring, training, monitoring and coaching or
associates
Airline / Transportation — Morrisville,
NC
Hub
& Regional Manager 04/2001 – 09/2003
Direct supervisor over 450 employees in four departments,
responsible for operations, staffing, regulatory compliance, budgeting, day to
day operations, and customer service. Post 9/11, responsible for New York
LaGuardia, Washington National, and Boston Logan airports.
¿ Identified, tracked, and shut down an illicit ticketing
operation through careful auditing
¿ Created predictive tools that increased efficiency and
coverage with lower labor costs
¿ Rewrote the ticketing, baggage handling, customer
service, and call center manuals
¿ Write curriculum and trained classes in regulatory
compliance, procedures, and customer service
¿ Negotiated baggage handling and outsourcing contracts
with vendors
Airline and Technology — Fort Worth, TX
Multihost
Analyst/Customer Service Manager/Client Manager 07/1996 – 04/2001
Handled critical systems support and acted as liaison between
technical support and client support. Subject matter expert in all systems, functions,
and capabilities. Customer service manager in Chicago O'Hare and Austin, Texas
airports. Outsourcing client manager.
¿ Assisted with products presentation and onboarding for
numerous airlines
¿ Translated tech requirements among client, customer
service, and information technology
¿ Analyst for all critical systems, operations, and
upgrades for over 100 client airlines
¿ Tapped to run operations at Little Rock airport during
aftermath of Flight 1420
¿ Negotiated contracts with and served as client manager
for Midway, Kiwi International, TWA airlines
Education
& Commendations
University of North Carolina — Greensboro,
NC
Masters
of Information Technology & Management, 05/2013
GPA:
3.88, Bryan Award for Academic Excellence
University of Phoenix
Bachelors
of Business Administration/Minor in Communications, 11/2006
GPA:
3.5
Awards/Designations:
® Beta
Gamma Sigma international Business honor society, 2013
® Upsilon
Pi Epsilon international Information Technology honor society, 2013
® Fidelity
Investments ‘Most Valuable Player’ designation for client and customer accolades
® Rotary
Club of Alamance, Club # 6090, District 7690, Piedmont, NC
® Certified
Sabre SME, Former Apple Certified Consultant, Yellow Belt Six Sigma
® Still
thinking about those chocolate chip cookies, aren’t you? Call me. Let’s talk.
