Friends of Kevin Newsletter

Subscribe to my newsletter to learn all of my best networking tips

Join Now

help wanted

Resume for Debra Connell

Debra Connell

87 Stuart Ave                                                                                  [email protected]  

Dracut, MA 01826                                                                                                    978-453-7128


Customer Service Specialist

A highly professional Customer Service/Office Support professional.  A proven record of providing friendly and enthusiastic service to customers and colleagues. Fully proficient in an office environment. Capable of handling multiple roles and completing tasks while presenting a professional demeanor.  Eager to take on new challenges and new roles.


Highlighted Skills


Customer & Personal Service


Clerical & Office Support


Telephone Screening


Documentation & Record Keeping


Product Knowledge


Financial Reports & A/R



Customer Service Rep, Albert H Notini, Lowell, MA                                        1995 – 2015

Customer Relations


Conferred with customers by telephone or in person to provide information about products or services. Recommended products to customers, based on customers’ needs and interests.


Received and entered orders, canceled accounts, or obtain details of complaints from customers.  Accurately recorded information into database.


Followed-up on problem accounts, ensured appropriate changes were made and resolved any outstanding issues.


Office Support


Conducted Accounts Receivable tasks as required.


Prepared daily collection, post payment transactions, reported and coordinated daily bank deposits.


Organized work to be accomplished by gathering and sorting documents and related information


Operated a busy multi-line phone system.  Answered questions from customer are directed incoming calls to appropriate individual.



High School Diploma, Lowell High School, Lowell, MA


Certified Microsoft Office Specialist-Lare Institute, Andover,MA.

Resume for Marie Faranna


603-401-4738 u [email protected]


A dedicated team player with 10 years of experience in Purchasing and Administrative in the retail and manufacturing industries, ability to work in a multi-faceted environment, honored for perfect attendance in work and in school.


Certifications:  Microsoft Office Specialist, Digital Literacy, Customer Service Professional,

MS Word & Excel, QuickBooks, DBA, EVO, Alpha 5 & E2 Software




Obtained quotes from suppliers and creating Purchase Orders for electronics, aluminum, steel, rubber, plastic, hardware, shipping, cleaning and office supplies


Prepared purchase orders to send our parts to outside vendor for services such as Heat Treat, Laser Cutting, Anodize or Passivation.  Kept track of my outside service purchase orders on a spreadsheet and expedited as needed


Researched suppliers and prepared a comparative analysis based upon cost, quality, service, support, reliability and reputation for products


Experienced in MRP (Material Requirement Planning)


Requested and prepared RMA’s (Return Material Authorization)



Packaged, and shipped internet orders, unloaded merchandise in the  receiving department 


Brought merchandise out to sales floor, or in to the stock room




Matched and posted invoices daily, and prepared weekly check runs


Processed daily production and scrap reports into Alpha 5 database


Generated daily production reports and emailed to the Engineers




Prepared and set up the delivery of furniture with customers’


Responded to customers calls once the delivery was made


Set up service call to customers home for assessment of any damages



Lab Medical Manufacturing, Billerica, MA (Temporary Assignment)                        05/2015 – 08/2015


Macy’s, Salem, NH                                                                                                                          2013 – 2015


RPP Corporation, Lawrence, MA                                                                                               09/2012 – 11/2012

Administrative Assistant/Accounts Payable

Martel Electronics Corporation, Derry, NH                                                                          2005 – 2009

Purchasing Clerk

Diversified Optical Products, Salem, NH                                                                                               1996 – 2003

Purchasing Clerk

Cabot House Furniture, Haverhill, MA                                                                                  1992 – 1996

Customer Service


LARE Institute, Andover, MA                                                                                                      2015 – 2016

Business Technology Program

Greater Lawrence Technical High School, Andover, MA


Focus on Distributive Ed/High School Diploma Attained

Resume for Dorothea Bernier

Dorothea Bernier

l Dracut, MA  01826 l 978-905-0927 l [email protected] l


Professional Summary


Highly skilled Customer Service Representative with 20 plus years experience in a high-volume, deadline driven environment.  Ability to build loyal account relationships through reliability, honesty, and quick and courteous attention to customer needs.  A versatile self-starter and team player with a willingness to take on greater responsibilities.  Works well independently as well as with a team with a successful employment record based on strong organizational skills, close attention to detail, thorough follow-up and follow-through. 


Professional Skills


Primus Systems


Microsoft Word


Microsoft Outlook




Microsoft Excel


Microsoft Windows



Professional Experience

RR Donnelley and Sons, Inc. (formerly Courier Printing Corporation)

Westford, MA


1989 - 2015

Account Manager / Customer Service Representative

1992 - 2015


Responsible for 12 major accounts with a total of over $10 million in annual billings.  Served as a liaison between sales, manufacturing and customers from the initial order to delivery


Continually monitor customers’ orders to communicate ongoing progress and/or unexpected delays with revised timelines


Works closely with plant personnel to quickly resolve any unforeseen issues, notify customers, and advise on action plan


Check on-hand inventory and order material needs for each project, including paper, book covers, and shipping cartons to ensure that production is not delayed due to supply shortage.


Supply pertinent information and organized order file to Planners/Schedulers.


Prepare alert notifications and job information to the production team, related to customized requests or special attention


Handle customer complaints, promptly investigate problems, and resolve issues as quickly as possible


Works collaboratively in supporting other team members when needed


Order Expeditor

1990 - 1992


Supported eight account managers


Responsible for order entry, scheduling, and ordering key components of raw materials


Freight Billing Clerk

1989 - 1990


Responsible for freight billing


Support other team members when required





Education / Training

LARE Institute, Andover, MA

MS Office Business Technology Program – Certified MS Word 2013


Tyngsboro High School , Tyngsboro MA  Diploma Attained




Desktop Publishing for Sales and Customer Service Representatives






Resume for Michelle Holland

Michelle Holland

North Andover MA l 978-332-2126 l [email protected]




Appointment Scheduling


Office Management




Document Preparation


Customer Service


Front Desk/ Reception


Office Machines


Inventory Management



Microsoft Word 2013


Microsoft Excel 2013


NRF Professional Certification Customer Service


Microsoft Digital Literacy


Global Ware Solutions,            Haverhill, MA                                                                                   2007

Quality Assurance Inspector                                                                                                      


Maintained operation excellence and achieved 100% accuracy rate on shipping orders


Worked with Quality team to streamline and improve inspection process


Assisted in updating documentation for quality control policies and procedures


Assisted Superior with spreadsheets and reports

Law Office of David Hoey, North Reading, MA                                                                   2007-2009

Administrative Assistant/ Receptionist                                                                                  


Answered phones


Scheduled appointments


Faxed, copied, filed documents appropriately


Maintained office up keep and ordered supplies


Bridgewell, Salem, MA                                                                                                                                 2009-2011

Direct Support Professional                                                                                                        


Assisted individuals in daily living


Played a positive role in helping clients intellectually and achieve their fullest potential


Performed home management


Transported clients to scheduled appointments and errands


Administered medications



North Andover High School, N. Andover, MA                                                                                    


High School Diploma


Plymouth State University, Plymouth, NH                                                                                           2006                      

Merrimack College, North Andover, MA                                                                                              2007 -2009


Marketing & Management                                                                                                                        


LARE Institute, Andover, MA                                                                                                                      05/2016


Business Technology and Customer Service

Course Work: Business Management, Marketing, Advertising, Accounting, Business Calculus, Macroeconomics and Microeconomics, Statistics, Business Law


Technical: Microsoft Access, Excel, Work, Outlook, PowerPoint

Resume for Michael Dooling

Michael K. Dooling, PMP

8 Jefferson Road                                                                                                          978-863-1111   C- 978-677-8056

Tewksbury, MA  01876                                                                                                                  [email protected]                                             ____________________________________________________________________________________


Financial Services industry professional with 10 years of Project Management, 12 Years of Quality Assurance and 7 years of Trust and Custody  experience.   Strong track record of working between the Development and Business to understand each department’s needs.   Recognized as a strategic thinker with sound analytical and problem solving skills.  Ability to organize and lead teams to achieve successful results.



  • Microsoft Office - MS Word, Excel, PowerPoint, Visio
  • JIRA for Agile projects
  • SharePoint, Doc Central, EDMS



Fidelity Investments, Boston, MA (04/03 to 05/16)

Personal Investing Solution Delivery

Project Manager (09/10 to 05/16)

  • Saved 33% in projects costs by combining two projects into one ---used synergies for Development and Testing
  • Built and maintained relationships with the Business, Technology and Design
  • Worked with Legal and Compliance groups to review changes to
  • Worked on multiple projects related to Retail Accounts, Managed Accounts products and Life Insurance products
  • Worked with Responsive Design for Mobile Apps
  • Managed a Client Experience Queue with a $1,000,000 budget
  • Responsible for the overall project schedule, budget and scope of multiple complex projects
  • Made decisions that impacted  the ability to complete deliverables for multiple projects
  • Identified and mitigated risks – communicated and escalated to the project stakeholders
  • Agile and Waterfall experience
  • Used JIRA for Stories and Bug Defect tracking
  • Used Sharepoint, EDMS and Doc Central as document repositories
  • Led a PM Forum for two years (2013 – 2015) – got internal and external speakers and organized sessions


 Senior Business Analyst (09/06 to 09/10)

  • Worked on projects including : Income Strategy Evaluator for pre-retirees, WAS Referrals and helped coordinate seven nationwide presentations with Fidelity Advisors and Clients
  • Wrote Requirements and Stories
  • Organized BAT testing
  • Understood and was accountable for all Software Development Life Cycle phases


Senior Quality Assurance Analyst (04/03 to 09/06)

  • Tested multiple platforms: NetBenefits, Plan Sponsor Webstation and One Fidelity projects
  • QA coordinator for monthly overnight Production installs
  • Responsible for white box testing
  • Used Quality Center as a defect tracking tool

Thomson Financial,  Boston, MA  (07/01 to 08/02)

Portfolio Accounting and information provider

Senior Quality Assurance Analyst

  • Tested new web based performance measurement system
  • Responsible for white and black box testing
  • Worked with multiple clients on BETA testing of new performance product

Supply Works, Inc.   Bedford, MA   (6/00 to 6/01)

Pre-IPO B2B Manufacturing E-procurement software

QA Lead Engineer

  • Developed and implemented Test Plans and Procedures for all Products
  • Coordinated bug triage sessions with VP of Development
  • Used Quality Center as a defect tracking tool


Block Financial Corp    Cambridge, MA   (9/97 to 6/00)

Producers of TaxCut, the award winning personal tax software package from H&R Block

Quality Assurance Manager –User Interface Group 

  • Established and managed a newly created UI QA Group – supervise, train and review a staff of six QA Engineers
  • Developed testing procedures for the UI Group
  • Used Mercury Test Director as a defect tracking tool
  • Acting Director of the entire QA Department over a 9 month period – 2 managers and 25 staff members


Shaw Data Services, Inc.   Boston, MA (8/93 to 9/97)

Portfolio Accounting for large Financial Institutions

Quality Assurance Manager – Online Product (6/96 to 9/97) 

  • Conducted collaborative testing with Charles River Development – Block Trading
  • Point person for BETA test at Invesco.  Coordinated the switch from batch to real time system for three weeks in the Atlanta headquarters
  • Managed five QA engineers – two internal and three remote
  • Used ClearQuest as a defect tracking tool


The Boston Company,  Boston, MA  (9/86 to 8/93)

Trust Accounting for pension plans of major corporations

Account Supervisor/ Trust Officer (1/90 to 8/93) 

  • Responsible for domestic and international relationships of fourteen institutional clients totaling over nine billion dollars.   Types of accounts included pension, stock ownership, retirement and 401K plans
  • Coordinated monthly accounting reports for my assigned relationships
  • Participated in client visits and presentations
  • Had signoff authority for Corporate Actions up to $300,000 




  • PMP Certified by PMI – June 2012 




Bentley College, Waltham, MA  (1986)

Bachelor of Science in Finance

Associate Degree in Accountancy

Associate Degree in Marketing




  • Supervise girls and Cookie Booth sales for Troop 66771 in Tewksbury
  • Umpire games for the Easter Sales annual fundraiser
  • Knights of Columbus – Easter Plant sales, Food Drives, Special Needs Prom, Fundraising
  • President of a Candlepin Bowling League (2012 to present)

Resume for Aaron Rosenweig

Aaron Rosenweig

8 Chiswick Road # 26         [email protected]

Brighton, MA 02135         Cell: (201) 693-8283



EMPLOYMENT________________________________________________________Oxfam America, Boston, MA, Senior Accounts Payable Coordinator        February 2016-April 2016

Processed invoices by coding and keying into Oracle

Processed weekly wire payments using TD Treasury

Handled weekly check runs

Resolved accounts payable discrepancies with vendors and co-workers


Cambridge Brands, Cambridge, MA, Accounts Payable Specialist     August 2006-November 2015

Processed invoices by coding and keying into Oracle

Handled semi-weekly check runs.

Resolved accounts payable discrepancies with vendors and co-workers

Produced daily production reports for 3 production departments

Ran company store

Saved company $700 a month by initiating Fed Ex shipments online

Worked on team to plan company events

Started as a temporary employee thru Accountemps in August 2006 and became a permanent employee in March 2007


VOLUNTEER EXPERIENCE_________________________________________________

Chiswick Court Condo, Brighton, MA, Condo Board President March 2009-Present

Combined Jewish Philanthropies, Boston, MA, Event Planning October 2008-Present



Curry College, Milton, Massachusetts May 2005

Graduated Cum Laude

Bachelor of Arts in Management

Dean’s List: Spring 2004, Fall 2004, Spring 2005


Mitchell College, New London, Connecticut May 2003

Associate Degree in Business Management

Commendable Scholar List: Fall 2002, Spring 2003


RELATED EXPERIENCE________________________________________________

Milton Academy, Milton, Massachusetts, Business Office Intern          January 2005-April 2005

Performed accounting functions including journal entries and account reconciliation

Recorded purchase order information


SKILLS & ABILITIES____________________________________________________

Proficient using MS Word, Excel, Access, PowerPoint, BlackBaud, Elite, Great Plains, Oracle, Peachtree, QuickBooks and Tiger Paw 

Resume for Michael Dougan

Michael F. Dougan

                        Address: 186 River Street, Billerica, MA 01821                    Cell Phone: (978) 808-3504

                        [email protected]                                           


Experience Summary

25+ years of progressive experience in the banking industry. Highly skilled in documentary and contract transactions. Management experience. Excel in retaining customer relationships. Solid background in:


International trade with concentration in letters of credit and international payment mechanisms


Commercial lending with specialization in large ticket equipment leasing and commercial loans


Consumer lending with emphasis on home equity and revolving loan products


Conversions and special projects with focus on testing and training


Professional Experience & Accomplishments


Royal Bank of Scotland PLC , Medford, MA

Assistant Vice President, Team Leader, Standby Letter of Credit Department                                                Apr. 2012 – present                                                   Apr 2012 to May 2012

Assisted the Standby Operations Manager as needed in various departmental processes, while serving as Team Leader for a U.S. & Canada Branch outsourcing team of three employees, overseeing daily execution of Standby Letter of Credit processing.


Worked on various special projects including Project Unicorn (the migration of assets from RBS N.V. to RBS PLC) and Project Maple Leaf (the outsourcing of processing from Montreal to Boston).


Served as Systems Administrator and point person for the Mover/Joiner/Leaver process for the Standby Team.


Ran periodic reporting and reconciliation for several RBS business line applications.


Maintain online policies, procedures and relevant departmental documentation.


Handle Risk Management, Audit, and Lean requests, as needed.



2012 RBS Continuous Improvement & Innovation Awards (nominee)


Good Banking Award (Living the Credo/Teamwork)


Royal Bank of Scotland N.V. & Citizens Financial Group, Medford, MA                                                                                               

Assistant Vice President, Local Lean Change Agent, Lean Transformation Group                                         Oct. 2011 – Apr. 2012

Assumed the role of Local Lean Change Agent with the RBS Citizens Lean Deployment Team to affect Lean Transformation within the International Trade Service Divisions of RBS Citizens, RBS N.V., and the Wholesale Lockbox business lines.


Provided Lean Leaders and Lean Change Agents with understanding of current processes and contacts in the International Trade business.


Helped drive the business during Lean deployment by leading continuous improvement activity, delivering training, coaching, and supporting manager capability to realize opportunities, while supporting the Lean Leader and Agents in all phases of the Transformation process.


Led a team to create the Lean Journey Wall to launch the Sustain phase, and acted as a liaison between the Lean Sustain Team, Work-Out Group, and Business Line Management.



Good Banking Award (Advancing Strategic Priorities)


ABN-Amro Bank, N.V. / Royal Bank of Scotland N.V., Medford, MA

Assistant Vice President, Team Leader, Standby Billing Department                                                              Apr. 2009 – Oct.  2011

Served as Team Leader for a group of four employees, responsible for managing all aspects of Standby Billing Department, including Billing, Reconciliation, Accrual/Amortization, Tracing, Collections, and Recovery.


Traveled to Chennai, India in order to assist with outsourcing of Standby Billing responsibilities, including training.


Streamlined the foreign exchange transaction procedures between the RBS N.V. Standby Department and Citizens Bank Foreign Exchange Department.


Ensured strict compliance with bank’s internal guidelines procedures and policies, external regulatory bodies, as well as adherence to OFAC, Anti Money Laundering, audit requirements, and risk management practices, while processing Standby Letter of Credit transactions.



2011 RBS Citizens Excellence Award (Efficiency & Agility)


2011 RBS Continuous Improvement & Innovation Awards (nominee)


Citizens Bank, Medford, MA

Assistant Vice President, International Trade Specialist, Standby Letter of Credit Department               Oct. 2001 – Apr. 2009

Provided financial solutions for small to mid-size corporate business customers, including issuance, advising, amendment, participation in/out, transfers and assignment of proceeds, payment or refinance of Standby Letters of Credit.


Coordinated implementation and upgrades of BankTrade International Trade system, as well as roll out of Money Manager GPS system for Automated Clearing House (ACH Debit and Credit) Transactions.


Researched and created customers and banks in BankTrade required from acquisitions from the Mid-Atlantic Mellon Bank retail network purchase and integration of 2002, to the Charter One Conversion.


Assisted upgrading BankTrade and wire-room SWIFT messaging to comply with Project Fusion rebranding initiative.


Assisted our Participation Group in development and scoping of reporting feed between the International and Commercial Loan systems to reduce processing time of cash flow, set up, and reporting.


Served as chairman of the RBS Citizens, N.A. Manufacturing Advisory Committee to improve Customer Service.



Quarterly Credo Moment Recognition (Excellence with Colleagues)  


CFG Certification (Achieving Excellence in Risk Management)

BancBoston Leasing Inc. / Fleet Capital Corp., Boston, MA                                                                                                                                                                    

Contract Coordinator                                                                                                                                                 Oct. 1997 – Aug. 2001

Orchestrated timely and proper documentation of financial documents including: tax (true) leases, finance leases (lease purchases), true debt/unsecured (“loan/notes”), and hybrid transactions involving bonds and letters of credit for a portfolio for leasing clients in the Continental U.S. valued from one hundred thousand to fifty million dollars per lease transaction monthly.


In accordance with UCC Article 9, filed UCC financial statements and fixture filings to insure that individual lease deals were perfected and that the Leasing Department had the first priority lien position.


Coordinated with Syndication Representatives in order to facilitate selling the commercial paper to an outside investor, (“participating” party) and investigated ways to streamline the syndication process.


Assisted the Sales Division and Commercial/Asset-Based Lending with leased transactions. Supplied information to Equipment Management Divisions and Collections/Workout, as needed.


Trained coworkers during the implementation of a new lease operating system.



Silver and multiple Bronze Stars (Exceptional Teamwork and Initiative)


“The Rock” (Best Employee of the Month)


Best Producer Award (Outstanding Ability to Close Deals in Difficult Situations)


Bank of Boston, Boston, MA                                                                            

Letter of Credit Professional, Export Letter of Credit Department                                                                 May 1991 – Oct. 1997

Administered document examination and release of funds under International Trade Export letters of credit for large corporate banking customers totaling two hundred thousand to 4.75 million dollars daily.


Advised letters of credit for use in international export for a large cross-section of overseas correspondent banks, including overseas Bank of Boston branches, with portfolio concentrated in the Asia/Pacific region, Central/South America, and Domestic U.S.A. Created Bankers acceptances, discounts, and liquidations.


Managed accounts and correspondence for Bank-to-Bank Reimbursement in Asia. Designed and implemented a pre-advice message system for correspondent banks and maintained a signature log book of various domestic banks for funding purposes. Examined and processed interbank compensation claims.



Customer Service Excellence Award (Displaying Resourcefulness)


Service Star Awards (Exceptional Teamwork)





M.B.A., Endicott College, Van Loan School of Graduate & Professional Studies, Beverly, MA              

B.S. Business Administration, Southern New Hampshire University, Manchester, NH                           



RARA Association Operations Manager Wanted

RARA Association Operations Manager Duties 

Job Title:                     RARA Operations Manager 

Job Purpose:                Monitor Programs, maintain, plan, supervise and enhance the day to day activities and operations of the Association.                                   

Directly supervise the work of Association’s employees and the activities of the Association’s volunteers. 

Maintain good communication with the Board of Directors, recommending required changes, progress of the Association’s operations and any problem areas encountered or anticipated.


Operations Manager Job Duties: 



Answer phone, check and respond to voice & emails as required.


Directly supervise the work of Association’s employee and the activities of the Association’s volunteers.


Implement the Board decisions maintaining communication with the Board.


Maintain office services by organizing office operations and procedures


Submit monthly Report to Personnel Manager by the Friday before Scheduled Board Meeting.


Submit monthly paperwork to CTI for RSVP and SCP Programs


Purchase office supplies, cleaning supplies, decorations, postage stamps, food products as needed for activities including paper goods.



Prepare and Maintain Evening Activities Calendars. See separate cover for specific duties.


Submit Day & Evening Program attendance sheets for billing purposes making sure all information is accurate for biller


Plan and organize Evening Bowling Banquet and Christmas Party-Annual event


Prepare and submit all paperwork to Special Olympics for participating athletes-Annual event



Interview potential clients and volunteers using intake form.


Maintain client and volunteer files making sure information is accurate and current.



Responsible for mailing bills,  monitoring petty cash and other correspondence.


Support Fundraiser Committee by tracking fundraising efforts (tickets, if applicable, and money).


Provide information to grant writer for grant submissions.


Prepare spreadsheet for donations and distribute to appropriate persons for thank you/acknowledgements.


Review and approve all insurance coverage for the building and van.



Maintain van including maintenance, repairs and yearly inspection.


Maintain office equipment.


Co-ordinate service appointments, fire and heating inspections etc.


Work hours are from 9:00am until 3:00pm Monday-Thursday



Resume for Michael Coutu

Michael Coutu

15 Paradise Lane • Hudson, NH 03051 • (978) 807-8257 • [email protected]




Executive / Senior Manager: Project Management or Operations

Resourceful professional leveraging impressive management and IT capabilities to optimize program and sales operations, strengthened by stellar process improvement skills and focus on continuous learning


Track record for overseeing the coordination and administration of all aspects of ongoing program to include planning, organizing, staffing, leading, and controlling program activities. Adept at managing client operations from qualifying, proposal / quote generation, and product demonstrations to technical sales, system design, and after-sale follow-up as well as executing sales and marketing strategies.

Skilled in guiding financial and accounting operations, vendor relations, and billing / job costing processes. Sustained excellence in building, installing, integrating, and maintaining IS / IT network infrastructures; proficient in project planning / implementation and communicating with lay audiences regarding complex technical processes. Broad, well-rounded background compatible with needs of small to mid-range companies.


Operations Management / Leadership

Customer Service / Support

Project Planning / Execution

Technical Sales Strategies / Forecasts

Key Stakeholder Relations / Partnerships

Data Integration/ Reporting

Process Improvement / Cost Control

IT Network Infrastructures

Revenue / Profit Generation

Promotional Material Creation



ELITE GAME CHANGERS, LLC, Lowell, MA • 2015-Present

Startup Company that delivers necessary services for all sales and marketing teams, which in turn empowers customers to grow.


Company that provided customized, performance-driven solutions to clients, critical in achieving marketing, lead generation, and new sales development goals.

Vice President of Operations & Client Services • 2006-2014

Charged with optimizing company’s operations and client services, overseeing talented team of up to 12 staff and promoting customer-centric culture organization-wide. Cultivate productive, trustful client relations by effectively determining needs and ensuring smooth interactions with operations department personnel.

•     Served as essential resource in regard to all client-related projects with focus on relationship building, problem solving, and provision of highest quality of service possible; earned reputation for fostering open, respectful partnerships with clients.


Played important role in strategic planning and execution, as well as full range of staffing processes, including recruitment, hiring, training, evaluation, and career development.  


Demonstrated skill in adapting quickly to ever-changing corporate landscapes and working effectively with people of diverse cultures, backgrounds, and perspectives.

CRM Program Manager • 2001-2006

Led and managed all operations for IS / IT department, guiding strategic planning / execution processes and prioritizing short- and long-range goals. Designed, implemented, and managed large, complex proprietary database. Recruited, hired, trained, and mentored staff of 3; established productive relationships with multi-dimensional operations throughout company.


Orchestrated planning, design, and execution of CRM application solution corporate-wide, including development and maintenance of proprietary database containing 550K+ executive-level contacts from 150K companies and government agencies.


Transformed company’s data management operations from two administrative computers with series of printed binders for calling campaigns and manual billing and reporting to state-of-the art application / software system and network.


Efforts enabled company to expand from 12 to up to 40 staff, supporting all operations required to generate and sustain impressive growth; recognized for assuming responsibilities outside of position description and comfort zone to achieve high quality results at manageable costs.



Michael Coutu Page 2[email protected]




CEM CONSULTING, Tyngsboro, MA • 2000-2005

Company that provided technical consultation and solutions to small businesses and individuals.

Owner / Operator

Guided financials, budgeting, and other administrative operations. Provided targeted, cost effective consultation services to range of clients with focus on diagnosis of technology-related problems; implemented detailed solutions and corrective measures. Conducted end-user training and support related to installed technologies / products.


Utilized extensive IT knowledge and expertise to perform range of operations, including software integration and desktop system and integrated network equipment technical support.


Contributed significantly to clients’ ability to develop future IT strategies, sustaining flexibility and growth.



Company that provided full range of computer and network services to clients.

Systems Engineer

Guided network design, equipment and file server installation / configuration, and maintenance for clients nationwide. Provided critical technical support to sales staff in strategic planning and building client base for company’s network services within Northeast U.S. Provided in-house support to corporate administrative operations. Operated as sales engineer in interfacing closely with department head to identify / support targeted technologies and provide product demonstrations to customers.


Orchestrated planning, analysis, and completion of range of technical projects, developing installation project plans and providing training and knowledge transfer to clients’ staff.


Chosen to provide emergency consulting at Gallaudet University for student registration, working with staff to identify NT configuration issues, re-organizing domain users and groups, and evaluating potential security issues.


Collaborated with IT staff at Braintree Electric Light Department to help resolve ongoing personnel crisis, assisting in Windows NT Server build and LAN configuration and development of strategic policies.


Developed / implemented upgrade strategy for MR Marketing using DSL technology and integrating legacy equipment, multiple Windows NT domains, and various stand-along workstations.


Facilitated rollout of new technology for company, including workstations, Lotus Notes, and WAN equipment; installed Dell computers and Windows 2000 domain.



Excelled at several earlier positions, including Systems Engineer for Cohesion Inc. and Installation Engineer and Senior Data Specialist for Dynamics Research Corporation.



4 Years Coursework in Computer Science, Worcester Polytechnic Institute, Worcester, MA

Cisco Certified Design Associate (CCDA) and NetIQ Appmanager Partner Network Technical Training




MS Windows, MS Windows Server, Solaris, UNIX Scripting, and IRIX



MS Office, MS Access 2.0 Development, NetIQ Appmanager, Visio, SQL Server, ORACLE, and CAI ARCserveIT



TeleMagic, MS Dynamics, Salesforce



IBM-compatible PCs, Sun Microsystems Enterprise Servers, and SGI servers



RAID Technologies (StorageTek, Eurologic, Winchester Systems, etc.), and Tape Storage (StorageTek, Spectra Logic, Lacie, Sony, etc.)



Cisco Systems, 3Com, LinkSYS, Asante, NetGear



Luminex DVD Jukeboxes, APC UPSs, and Lucent Merlin Messaging Telecomm Systems



Resume for Patricia Barnes


Tewksbury, MA                                                                                                   [email protected]




Improve customer satisfaction and sales results through consultative sales / service approach utilizing effective communication.


Practiced industry professional with reputation as team player with ability to achieve results through employee coaching and development. Strengths include effective training processes, program development, efficient communication, and HR performance management. Specialize in training, coaching, and developing Customer Service and Sales Representative. Background in Management, HR Performance Management, and training development programs. Professional communication skills with ability to relate to diverse population.


Technical Skills: Experienced in Microsoft Office Applications including: Word, Excel, and PowerPoint. Proficient in MA Registry Systems and Functions


Professional Experience



Field Development Specialist                                                                                            2008 – 2016

Managed novice and experienced Sales and Service Representatives through onboarding of product, systems, and skills training through one-on-one, classroom and virtual facilitation.


Led Sales Representatives toward exceeding per capita within first year and Service Representatives improving customer satisfaction with one-on- one coaching.


Trained, developed, and coached Sales and Service Representatives, supporting acquisition of sales and delivery of quality customer service.


Delivered training for key initiatives, including new products and systems enhancements, enhancing knowledge and skill for all impacted personnel.


Applied knowledge of industry landscape for designing training procedures that align with program objectives.


Developed and delivered training programs, supporting Sales and Service Representatives for enhancement to state specifics.


Evaluated Representatives and identified opportunities for growth and performance enhancement for varying capability levels.

Service Manager                                                                                                                2004 – 2008

Served as Front Line Manager responsible for 15 employees in 2 Branch locations. Coached employees one-on-one in customer satisfaction as well as overall command satisfaction.


Delivered Customer Satisfaction objectives through targeted communications.


Collaborated with Quality Assurance team, creating optimal service through recorded calls.


Worked with Sales Manager, providing support for Region / Office retention and growth.


Identified opportunities for external resources, enhancing program features and streamlining processes.


Analyzed phone reports, ensuring availability to customers and time service.

PATRICIA A. BARNES                    [email protected]                                            PAGE TWO

Service Manager (continued)


Assessed and strengthened talent by developing and maintaining high performing team through selective hiring and coaching.

Service Team Leader                                                                                                        2001 – 2004

Supervised and directed personnel. Ensured quality and timely customer service through review of daily workflow, work in process, and office controls. Individual training assessed through one-on-one coaching.


Established cohesive and collaborative environment, maintaining focused and productive work environment.


Additional Positions:

Supervising Service Representative

Department Supervisor

Office Manager

Regional Administrative Supervisor

Service Supervisor

Service Representative

Personal Sales Assistant





Associate of Liberal Arts (ALS), Management, Middlesex Community College, Lowell, MA





ASTD – July 2014


Designing Learning Certificate


The American College – August 2012


Life Underwriting Training Council Fellow (LUTCF)


CISR – June 2005


Certified Insurance Service Representative


Property and Casualty License


Life License






Front Line Manager


Managing for Superior Service


Managing Ineffective Performance


Train the Trainer


WebEx Virtual Training


Lync Meeting Training