Customer Service Management

Jim Garratt

*** *** ******** ******* 865-***-****

Oliver Springs, TN 37840 abmh61@r.postjobfree.com

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Business Manager

Results-driven professional with over 15 years of business management

experience. Pursues corporate profitability by providing excellent service

to internal and external customers. Aligns IT and process improvement

initiatives with business objectives. Drives productive behaviors through

the development and tracking of key performance indicators. Applies data

analysis to identify strategic opportunities. Fast learner with a

relentless pursuit of creative solutions. Offers a strong combination of

technical and business education and experience. Thrives in fast-paced

environments. Recent MBA from a Top-20 program.

Project Management Strategic Management Metrics

Development

Business Processes Managerial Accounting Dashboard

Design

Operations Management Business Analysis Customer Relations

Issue Resolution Supply Chain Internal Audits

Process Design Quantitative Analysis Change

Management

EXPERIENCE

KNOXVILLE UTILITIES BOARD, Knoxville, TN (2007

-Present)

One of the nation's largest government chartered multi-utilities, providing

electric, gas, water and wastewater services to 400,000 customers.

Business Management Analyst

Directs and coordinates the support of the PeopleSoft Financials and Supply

Chain (FSCM) applications. Leads design teams consisting of stakeholders,

technical experts and subject matter experts to document existing business

processes and design new web site functionality. Analyzes metrics,

statistical data and customer surveys to enhance customer service. Updates

content on the web site.

. Saved $70K per year and improved service by transferring application

support to a third party.

. Obtained $1MM in material savings and increased efficiencies in the

warehouses.

. Developed a project tracking system which generated visibility across the

ERP applications.

. Led the Business Processes group in the initial evaluation of business

cases.

PILOT TRAVEL CENTERS, Knoxville, TN (2006-

2007)

The largest travel center operator and largest distributor of over-the-road

diesel fuel in the United States. Facilities include quick-serve

restaurants and convenience stores.

Business Analyst

Analyzed and corrected daily financial transaction files submitted by the

travel centers. Performed Level Two Help Desk support, with an emphasis on

accounting issues.

Jim Garratt

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PEARSON EDUCATION, Upper Saddle River, NJ (2005-

2006)

A division of Pearson, the global leader in educational publishing,

providing print and digital programs to students around the world.

Programmer Analyst, Contracted through Leafstone Staffing Services

Authored scripts to perform bulk revisions during the creation of digital

versions of textbooks.

. Saved $100K in outsourcing expenses and brought project completion dates

within deadlines.

. Resolved a set of persistent functionality bugs before a critical release

date for a 19 CD volume.

CONESCO CONVEYOR CORPORATION, Clifton, NJ (1990-2005)

Manufacturer of custom-built material handling equipment, focused on belt

conveyors for the continuous flow of bulk materials.

Vice President

Performed all of the business operations for the firm, with P&L

responsibility. Designed and sold customized material handling systems in

a variety of B2B industrial settings, including chemical production,

warehousing, recycling, and assembly lines. Managed office and shop

employees.

. Developed a quotation estimator which normalized pricing and reduced the

time required to prepare quotations by 70%.

. Improved the speed and accuracy of operations through implementations of

AutoCAD and QuickBooks.

EDUCATION and TRAINING

Kelley School of Business, Indiana University, Bloomington, IN

Master of Science in Strategic Management, Kelley Direct Program, Expected

May 2011

Kelley School of Business, Indiana University, Bloomington, IN

Master of Business Administration, Kelley Direct Program, March 2010

. Beta Gamma Sigma honor society, 770 GMAT

Baylor University, Waco, TX

Bachelor of Science in Computer Science, May 1990

Professional Training

Leadership Development, Project Management, Organizational Change, Conflict

Resolution, Human Resource Management, Coaching and Counseling

Software

PeopleSoft Financials, Supply Chain, CRM; Microsoft Office Excel, Word,

Access, PowerPoint; Microsoft Visio, Project, SQL Server; WebTrends

Analytics; IBM Web Content Management; AutoCAD; Palisade @RISK; QuickBooks;

Adobe Acrobat, FrameMaker, Photoshop

Programming Languages

XML, HTML, Perl, SQL, VB, JavaScript, Pascal, C/C++, UNIX, Fortran, COBOL

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