Hello Tory,
I know it is past the time, but this is my 3rd try to submit my question and I would really appreciate if you would take a look at my resume to see where I may be going wrong..Long story short, I was released from my job in May and haven't gotten as much as a call back. I have been doing odd jobs to help make ends meet for my family but that can only go so far. Any suggestions that you can give me would be greatly appreciated. Thank you so much for any help that you can give me.
Michael D. Pavao
(405) 702-3040
10705 NW 36th Pl., Yukon, OK 73099 mdpavao@yahoo.com
· Skilled professional manager with nearly 15 years of expertise in a variety of different work environments
· Consistently met or exceeded overall metrics for my teams
· Promoted to management within 1 year of service on several occasions
· Received District's "KEY TO SUCCESS" Award for the month of January 2002, as recognized by peers
based on ability to set expectations and deliver on commitments
· Received District's "KEY TO SUCCESS" Award for the First Quarter of 2002
Globe Life And Accident, Oklahoma City, OK
February 2007 – May 2008
Quality Assurance Supervisor / Cost Analyst
· Revamped and automated all excel reports for better efficiency
· Prepared , monitored and analyzed monthly postage, printing and expense reports to determine reasons for increases/decreases in monthly postage for upper management to review
· Oversaw dynamic team of 5 clerks, ensuring all quality controls put into place were upheld on daily basis
· Ensured accuracy of all print prior to being mailed
· Cross referenced daily reports to clerks daily balance sheets to confirm totals balance
· Approved all new plans prior to being put into production
· Managed inventory levels of production department in excess of 3-4 million pieces per month
West Business Services, Oklahoma City, OK
July 2001 – May 2006
Global Services Account Manager (July 2001 – August 2002)
· Implemented network services for AT&T's Global Voice customers
· Communicated with customers and sales account teams to validate the overall scope and accuracy of
the order prior to submittal
· Provided weekly status spreadsheets to sales/customer for all pending orders in process
· Ensured all customer billing aspects have been satisfied and accurate at completion of order
· Documented, communicated and tracked all milestone events
· Alerted upper management any critical issues that may need their immediate attention
· Selected to travel to corporate headquarters and other remote sites to train on new
billing initiatives being implemented
AT&T Global Services Area Manager (August 2002 – May 2006)
· Oversaw a team of 15-17 Project Managers, ensuring West core values were being upheld while assisting all AT&T Global customers
· Led weekly team meetings to review all updated processes and provide continuous training/coaching
· Prepared and updated daily and weekly reports to assist upper management in evaluating team and
individual performance
· Administered yearly performance reviews of each staff member providing positive acknowledgment and necessary coaching and feedback to address problematic areas or issues
· Assisted staff during difficult customer situations (i.e. disruption in customers telephone services)
· Regulated workload within the team to ensure all work related functions are being met within the time
limits set forth by management and AT&T
· Established and upheld ongoing relationships with clients and sales account team by taking part in
weekly conference calls
· Supported corporate and departmental policies as relating to job function, ensuring the policies are communicated precisely, and are accepted and complied with by entire staff
· Teamed with upper management and HR when dealing with issues or concerns with individuals
· Alerted upper management of any critical situations that may require their immediate attention
· Conducted new hire interviews
Amini's Galleria, Oklahoma City, OK
January 2001 – March 2001
Office/Sales Manager
· Utilized as backup within the office when needed. Certain tasks included: Daily drawer count,
inventory, shipping & receiving merchandise and accounts receivables
· Assisted customers on sales floor and phone with questions or concerns
American Arbitration Association, Dallas, TX
September 1997 - January 2001
Supervisor of Construction Case Management
· Oversaw the daily routine of a 6 member staff, covering a 9 state region
· Performed weekly case audits of teams files to validate accuracy and staying within scope of the
published rules and regulations
· Administered monthly performance and salary reviews of staff, providing positive acknowledgement
and the necessary coaching and feedback
· Conducted weekly team meetings to review any rules changes and ensure they are understood and
everyone is in compliance
· Helped in the training of new hires by having them mentor existing case managers on the production
floor
· Selected to head up the newly created financial department that was being moved from New York to
the Dallas Case Management Center, which would handle all financial closing procedures
University of Central Oklahoma, Edmond, OK
Bachelor of Business Administration - Management
Graduated: 1992
Skills
· Proficient in the use of: - - Windows 95, 98, 2000 & XP Pro, Vista, Microsoft Excel, Word, Outlook, Unix,
People Soft 8 and some PowerPoint
References Available upon request