JAMES VON DOLTEREN, JR.
1998 180th Street
Pomeroy, IA  50575
[Send email using form at bottom]

Home  [Send email to request phone number] 68-2525
Cell (813) 468-8350


OBJECTIVE
To contribute to the overall success of business by developing and maintaining
applications and processes that exceed the expectations of our customers, to
provide marvelous customer service, and grow professionally through experiences
gained within the organization.  

QUALIFIED BY
Twenty years of results-oriented experience, including:
* AS400 IBM iSeries software development, including ODBC Administration
* Software development languages including Visual Basic, COBOL, CL, RPGLE and
AS400 SQL
* Scripting Language development, including Javascript, VBScript and .ASP
* Understanding and utilization of Genesys CTI Software, including Universal
Router
* Understanding and utilization of Intervoice "Invision" Software for Voice
Response units (a.k.a "IVR")
* Budgeting and planning
* Managing and communicating with people at all levels

EMPLOYMENT
1998 - Present
APPLICATIONS PROJECT SPECIALIST, New York Life Insurance, Inc., Tampa, FL
Responsible for developing, coding and testing applications that meet client
expectations for all departments in the corporation. Additionally, training and
follow-up sessions are provided to the client during design and implementation
stages of application development to ensure that all business needs are
identified and subsequently addressed in written documentation and application
code.  

Patricia Tuttle, current manager provided this excerpt from 2005 evaluation,
"Jim has strong technical skills across multiple platforms and strong business
knowledge and experience (especially in the New Business, Underwriting and Call
Center areas) making him a valuable asset to the department. He has the ability
to provide solutions in Visual Basic, RPG, SQL, COBOL and CTI Interactive Routing
logic, making him a viable candidate to support various projects.  Jim can always
be counted on to work on his assignments with a sense of urgency."
 
1994 - 1998
SUPERVISOR, New York Life Insurance, Inc., Tampa, FL
Supervise new business data entry and image operations for AARP division of New
York Life. Direct the input and subsequent imaging of more than one-half million
clients, achieving production results that exceeded customer expectations by more
than 20%. Responsible for input and updating of several additional functions that
impact revenues including business reply card processing, returned billing
maintenance and client data maintenance. Built self-sufficient teams and
delegated responsibilities to team leaders. Developed MS-ACCESS and Visual Basic
3.0 applications for streamlining business processes in several departments. One
application annually reduced billing maintenance by more than 550 hours.   

1992 - 1994
SUPERVISOR, Time Customer Service, Inc., Tampa, FL
Directed the daily input and subsequent uploading of data to support more than
ten million customer files.  Participated in "Continuous Improvement" project
that increased the handling capacity of high-speed scanners by 15%.  Oversaw
execution of two optical bill plan tests, as well as developed several "QBasic"
applications used to enter and maintain test data during transaction life cycle.
David Collins, manager of Order processing wrote, "At the completion of this
project, a net contribution of over $30,000 will be realized with direct labor
investment of $20,000. I feel without Jim's careful planning and superior
execution, a margin of this size would not have been attainable." 

Promoted to Telephone and Mail Customer Service supervisor in July 1993.  Daily
activities included the direction of 25 staff members to process customer orders,
apply payments and resolve customer service issues for several catalogs
including, Warner Brothers and Sports Illustrated Store

1986 - 1992

SUPERVISOR, Progressive Insurance Co., Tampa, FL
Developed several applications for departmental use to monitor inventory and
quality of work results. Additionally received merit award for interactive
application utilized by all levels of management for "evaluation" process used to
document employee activity and subsequent annual review of employee performance. 
As supervisor, reduced administrative workload by introducing self-managed work
teams. Reduced staffing from 30 to 15 within one year (while enjoying 18%
increase in mail volume). Saved company $250,000 in reduced postage expenses.
Last project showed decrease of $80,000 in billing costs by better utilization of
existing technology.



POSITION SKILLS
A.S. Business Management, Hillsborough Community College, Tampa, FL
Specific Coursework for Vendor Software (i.e. Genesys, Verizon CCS, Intervoice,
etc.)
Specific Coursework for Microsft Languages including, Visual Basic and SQL
Server
Manager development course work
Interaction and communication training
Self-Managed work team seminars
Telephone skills development for customer service satisfaction

References
Available on Request