1215 Bay Sound Drive • Beverly Hills, CA 90210 • (555) 123-4567• firstname.lastname@example.org
A results-driven and accomplished Management professional with an extensive background in Support
Services, Information Technology, and Operations. Experienced at developing and leading effective customer
service and support programs and departments. Excellent project management skills. Adept at formulating
and implementing policies and procedures. Highly familiar with re-organizing programs to enhance
performance and reliability. Expertise in the areas of project management, staff development and direction,
customer training, quality control, and document preparation. Able to plan and direct complete project life
cycles. Ability to liaison between technical and non-technical persons. Outstanding presentation and
PROFESSIONAL BACKGROUND AND ACHIEVEMENTS:
Customer Services / Support and Operations Management
Hired, trained, and supervised technical, administrative, support, and other personnel. Monitored
performance and conducted employee evaluations.
As Director of Customer Support for Avectra created financial plan outlining revenue production
Oversaw Technical Support division, including customer support, financial, training, and quality
assurance analysts, as well as technical writers.
Conducted complete re-structuring of Avectra’s customer support program as part of corporate merger,
instituting new policies, procedures and integrating processes. Re-organized resources, merged support
methodologies, and * improved existing client relationships.
Served as primary customer liaison for technology upgrade projects. Provided cost analyses, monitored
timelines, delivered reports and updates throughout course of projects.
Established in-house technical training and customer service processes for Avectra’s analysts, trainers,
managers, and coordinators. Implemented web-based issue reporting and review process for clients.
Reduced support team response times through development of program enhancements.
Managed technical support department for Tass. Supervised system analysts and customer
representatives responsible for supporting 400 local, regional, and national professional associations.
Researched potential modification to support system software. Delivered recommendations and cost
analyses. Developed improvements to response time and performance.
As consultant, reviewed customer service and business operations processes for national headquarters of
NAACP. Created and distributed marketing surveys to members, compiled and analyzed data.
Prepared recommendations and strategies in the areas of customer service, staffing, efficiency,
telephone training, and methods for enhancing overall service. Authored reports for presentation to
Board of Directors.
Business Management and Administration
Directed daily operations of 4,200-member professional dental association. Managed billing,
enrollment, subscription, and termination groups.
Supervised food service department for large caterer. Implemented new technologies to automate
inventory control and dispatch scheduling functions.
As Program Assistant provided administrative support for Washington, DC, based policy group.
Managed correspondence, prepared travel arrangements and itineraries, coordinated seminars and
Posted funds, made bank deposits, performed billing, purchased office supplies for National Network
Processed monthly invoices and reconciled delinquent accounts for large insurance company.
David Marciano Page 2
(Professional Background, continued)
Managed system upgrade projects for clients. Planned and conducted client meetings, prepared and
delivered presentations to clients. Provided cost analyses for projects. Supervised complete project life
cycles, from design to installation. Performed needs determination.
Analyzed legacy Visual Basic database for NAACP, determined improvements necessary for proper
functioning, including data cleanup and database upgrade.
As Customer Support Director supervised technical support for web-based, e-commerce, SQL, and
Visual Basic database applications.
Managed team of financial analysts, technical writers, and technology professionals in the analysis,
response to, and resolution of programming, accounting system, and end-user issues.
Supported Visual Basic and FoxPro databases for Tass. Directed system upgrade projects.
Administered membership and other databases for American Dental Education Association. Maintained
and updated records, created reports.
Coordinated migration from DOS-based databases to Windows-based. Developed data layout maps,
created export files, tested and modified new modules.
Performed operation and maintenance of corporate mainframes, data processing units, and management
/ financial information systems.
Provided hardware and software support for National Network of Youth office in Washington, DC.
Membership Customer Service Consultant, NAACP, Baltimore, MD (2002)
Director of Customer Support, Avectra, Inc. (formerly Tass, Inc.), Falls Church, VA (1999 – 2001)
Manager of Customer Support, Tass, Inc., Falls Church, VA (1998 – 1999)
Membership Database Coordinator, American Dental Education Association, Washington, DC (1996 – 1998)
Program Assistant, Refugee Policy Group, Washington, DC (1995 – 1996)
Secretary, National Network for Youth, Washington, DC (1993 – 1995)
Assistant Service Manager, Movable Feast Caterers, Hyattsville, MD (1989 – 1991)
Database Programmer / Analyst, Computer Data Systems, Inc., Rockville, MD (1986 – 1989)
Senior Data Processing Clerk, AT&T Communications, Oakton, VA (1984 – 1986)
B.A. Clinical Psychology, Ohio University, Athens, OH
Computer Programming and Operations Certificate, Control Data Institute, Arlington, VA
Operating Systems: Windows 98/NT/2000/XP, MS-DOS
Databases/Programming: Access, SQL, FoxPro, HTML, Visual Basic
Applications / Tools: MS Office, PowerPoint, Project, proprietary accounting software
Hardware: PC and server support and troubleshooting, mainframes
Customer Support Training (American Management Association)
Keywords: Project Manager, Project Leader, Senior Manager, Customer Service Management, Customer Support
Manager, Customer Service Director, Assistant Director, Client Relations Manager, Program Manager, Consultant