Résumé of                                                                                                                         

PIER LUIGI LONG

205 Pixler Hill Rd

Morgantown   WV   26508    United States

(304)292-3064

[email protected]

Married to a US citizen and have been living permanently in the USA since February 2002. Recently graduated from Almeda College & University, Boise, Idaho (June 2003) and  University & Technical College educated in the United Kingdom, with over 20 years experience in management, customer services and TQM Total Quality Management. I have an extensive working knowledge of Microsoft Office, including MS Word & Excel 2002. I also have 7 years work experience in the US, through my positions at Visa International, MCI WorldCom and more recently TeleTech. I live in Morgantown, W.Va., and I am searching for a position in northern West Virginia, west Pennsylvania or east Ohio. I am willing to relocate under the right conditions.

• Precise planning and organizational skills.
• Excellent man-management and motivational abilities.
• Commitment and self-motivation.
• Tenacity and willingness to adapt to change.
• Excellent interpersonal & communication skills.
• Good statistical understanding.
• Extremely PC (computer) literate (MOUS Expert). All aspects of MS Office 2002 (Word, Excel, Access etc.), WordPerfect, Lotus SmartSuite Millennium, DTP packages (including CorelDraw and Serif PagePlus)
• Trained in Advanced Presentation Skills, Meeting Skills, Time Management & Coaching Skills.
• Qualified External Auditor (advanced) to ISO 9000 standard.
• Highly committed and flexible worker.

TeleTech, Morgantown, W.Va.

Customer Service Rep. (6 weeks), then Team Manager, Customer Service & Support (06/02 - )

• Team Supervisor responsibilities in a busy call-handling centre over a team of some 20 Customer Service Representatives, handling bank account-related enquiries for a major Financial Institution.

•   Daily reporting and statistical analysis  •  Team development   •    Monthly presentation of achievements

•   Top team manager for Customer Satisfaction Q4 2002

WorldCom Limited , London, UK

Manager, Quality & Resource   (09/00 - 09/01)

• Managed the Quality & Resource team of WorldCom's Network Planning & Provisioning (NP&P) EMEA Group. • Responsible for the maintaining of the Division's ISO 9000 accreditation. • Recruiting & training of 200 staff. • Responsible for the Division's intranet website. • Drawing on presentation skills to show progress by demonstrating that projects were on time and within budget to executive management of the company. • Reported to Senior Director of NP&P EMEA

Visa International (EU) Head Quarters , London, UK

Business Analyst, Technology Projects   (05/92 - 08/00)

• Provided multi-lingual emergency services support, in a supervisory capacity (3 years), including a         3-month secondment to Maryland, USA, to set up The Visa Assistance Center (VAC) and train its representatives. • Ran Service Quality area of business, including the set up and management of the ISO 9000-accredited QA department (1 year). • Developed project management and presentation skills in Technology Pilot Projects area, requiring extensive travel to USA, Europe & Middle East. Acquired knowledge of chip-card programme, and pre-paid card projects of credit card industry (4 years)

EDS (Electronic Data Systems) , London, UK

Marketing Analyst/Data Control Mgr   (01/87 - 05/92)

• Team Supervisor responsibilities over a team of Shift Leaders handling credit card authorizations, card losses & thefts, in a busy call-handling centre. • Learnt control and tracking of magnetic media, microfiching and batching of credit card vouchers within data centre. • Supported EDS' Sales Team, through market analysis and research, providing over thirty reports monthly. • Participated at industry seminars & expositions.

Dept. of Health and Social Security , London, UK

Clerical Officer (Grade LOII)   (01/85 - 01/87)

The DHSS is a section within the Civil Service, requiring employees to sign The Official Secrets Act. It deals with applications and payments of National Insurance benefit claims. • Acquired enormous amount of experience and knowledge of dealing with difficult people & situations. • Direct Customer Service responsibilities by phone and face-to-face. • Foreign language support for Supplementary Benefit claimants, unable to communicate in English.

F.W.Woolorth PLC , London, UK

Store Management   (12/76 - 01/85)

Underwent thorough management training, through Woolworth's Management Training Programme. Learning and becoming proficient in: - • Day-to-day management of staff, including performance review. • Ensuring provision of quality service to customers. • Planning of store layout and promotional activities. • General accounting duties.

Almeda College and University, Boise, Idaho

2003

Batchelor of Science degree (BSc.) in Computer Science

Distinction

Course work completed included:

* Computer Programming                                 * Fundamentals of Network Administration

* Computer-aided Language Translation             * Software Engineering

* Data Structures                                             * Business Ethics

* Systems Analysis                                         * Advanced DB Applications Programming

* Applied Digital Logic                                      * Computer Organization

* DBMS (Database Management Systems)        * Systems Programming

Portsmouth Polytechnic College, Portsmouth, UK

1979

HND (Higher Nat’l. Diploma) in Computing

Portsmouth, UK   

The HND qualification is similar to an Associates Degree in the USA. It deals with the fundamentals of the Bachelor of Science course work, and is for 2 years.

Chichester College of Technology, Chichester, UK

1977

Member Institute of Linguists in German & French

Chichester, UK   

Whilst working on the management-training programme for F.W. Woolworth in Chichester, I attended night school 5 times per week to improve my education. I studied German & French, becoming a Member of the Institute for both languages, at Grade IV (level below BA degree). These courses deal with linguistic abilities, rather than literary studies involved in the BA study course.

• Prior to immigrating to the USA, a very active voluntary member of the St John Ambulance (SJA) Organization, providing support to the statutory ambulance service
(LAS - London Ambulance Service). Qualified A&E (Accident and Emergency) Ambulance Technician with 5 years experience, and Divisional Officer for Harrow, Middlesex England.
• Ran youth section of 45 10-17 year-old cadets of SJA Harrow. Organized and taught subjects within structured curriculum.
• An active member of voluntary organizations in every community in which I have lived. I regularly donate my time to helping others, including the elderly, infirm and the young.
• A blood donor since the age of 18, and registered organ donor.
• Fluent in German, French and Italian.

Diploma computing, speaks 5 languages, German, French, Italian, Spanish, English, MS Office 2002,

Windows XP, DTP, CorelDraw, PageMaker, management, experience, reliable, people person