Veteran Account Director successful at satisfying customer requirements and increasing account values through proactive responses to diverse needs. Seeking a challenging role to that will help advance skills in product leadership, emphasizing engagement with technology to enhance customer relationships. The aim is to deliver innovative solutions that drive high customer satisfaction and loyalty.
Hi, I’m
Len Carmichael
Ewing,NJ
Summary
Overview
23
years of professional experience
1
Certification
Work History
College Board
Program Management / Project Development
01.2023 - Current
Job overview
- Orchestrated a large-scale team dedicated to achieving Psychometric excellence, delivering precise statistics across 60+ subject tests and pioneering innovative methods for enhanced score accuracy and test security
- Led collaborative efforts between College Board and industry competitors to ensure consistency in score scaling across different tests, demonstrating adept cross-functional relationship building and problem-solving abilities
- Utilized technology to engage stakeholders proactively, ensuring alignment with organizational goals and objectives, and effectively managed customer escalations and renewals to achieve mutually beneficial outcomes
- Fostered deep customer relationships by understanding their needs and maximizing the value of services, maintaining high levels of satisfaction and loyalty through proactive engagement and solution-oriented approaches
College Board
Senior Director, Assessment Development
08.2021 - 12.2022
Job overview
- Lead initiative build out capacity for in-house item writers for test item development, facilitating the recruitment and integration of skilled professionals
- Engineered streamlined systems to efficiently assign and meticulously track item content and metadata
- Provided comprehensive oversight across multiple stages of item and form development, implementing rigorous quality controls and maintaining alignment with assessment objectives
- Innovated and implemented robust processes for building internal assessment infrastructure, enhancing operational efficiency and scalability
College Board
Director, Agile Systems & Compliance
08.2019 - 08.2021
Job overview
- Lead adoption of agile methodology in the Psychometrics department, training teams on Jira, Trello, Confluence, and Smartsheet. Also, created automated templates for seamless plan entry via direct uploading, improving workflow efficiency
- Developed a robust, department-wide planning schedule, aligning near-term and long-term goals with clarity and vision
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
College Board
Associate Director, Quality Compliance
03.2015 - 07.2019
Job overview
- Conducted thorough analysis and documentation of workflows and processes in complex data management systems, ensuring optimal efficiency and accuracy
- Implemented comprehensive staff training programs focused on quality assurance and compliance, ensuring team competency and alignment with best practices
- Developed and maintained extensive quality manuals and procedures, including corrective actions, quality control, and document management, ensuring stringent adherence to policies and procedures
- Prioritized tasks and allocated resources appropriately to keep teams focused and productive.
- Assisted senior leadership in managing all aspects of operations.
Educational Testing Service, ETS
Test Security Analyst
01.2013 - 03.2015
Job overview
- Conducted thousands of in-depth investigations of testing abnormalities and security breaches, ensuring the integrity and fairness of the testing process
- Performed forensic and statistical reviews to accurately identify handwriting and voice discrepancies, safeguarding against fraudulent activities and maintaining the credibility of test results
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
Insiderscore, LLC
Senior Account Manager
11.2007 - 12.2012
Job overview
- Conducted client outreach and inside sales, focusing on gathering detailed information and providing training on tools for client firms
- Developed and presented sophisticated investment knowledge to clients, enhancing their understanding of insider trading
- Created in-depth pivot tables to deliver comprehensive insights and facilitate data-driven decision-making for clients
- Monitored and influenced product usage, ensuring clients fully utilized available tools and features to achieve their investment goals
- Focused on customer success by building strong relationships, addressing client needs, and ensuring high levels of satisfaction and engagement
- Boosted existing revenue stream by growing account base by $200K / 17% in 2011
BlackRock
Portfolio Analyst
03.2006 - 10.2007
Job overview
- Meticulously reconciled assets under management and net asset value for retail and equity accounts, ensuring unparalleled accuracy and transparency, which significantly bolstered client trust and satisfaction
- Led a transformative project to develop and implement innovative databases, dramatically enhancing client satisfaction and operational efficiency by leveraging technology for streamlined processes and improved data accessibility
- Evaluated portfolio performance and risk exposure to support client investment success.
McGraw-Hill Companies
Global Procurement Services, Data Analyst
12.2005 - 03.2006
Job overview
- Managed corporate procurement through extensive research, market valuation, and negotiation, while developing comprehensive training manuals to streamline procurement procedures
- Produced monthly reports using advanced Excel spreadsheet functions.
Educational Testing Service, ETS
Program Administrator II
11.2003 - 07.2005
Job overview
- Supervised and coordinated team of 10 to design and execute pre-testing work plans for New SAT essay topics from concept to delivery over two years
- Facilitated smooth communication between stakeholders by serving as liaison between departments, promoting collaboration and information sharing.
Educational Testing Service, ETS
Program Administrator I
12.2001 - 11.2003
Job overview
- Directed the timely delivery of all SAT I&II registration volume reports, budgets, and variances, while also leading a successful research initiative on a Six Sigma Greenbelt project
Education
Rider UniversityLawrenceville, NJ
Bachelor of Science from Finance
05.2001
University Overview
Skills
- Scope Management
- Schedule Management
- Business Analysis
- Cost Control
- Requirements Gathering
- Problem-Solving
- Critical Thinking
- Relationship Building
- MS Office Applications
- Quality Control
- Risk Analysis and Management
- Proficient in Jira & Smartsheet
Certification
CRCMP - Certified Risk and Compliance Management Professional – Nov. 2016
Timeline
Program Management / Project Development
College Board
01.2023 - Current
Senior Director, Assessment Development
College Board
08.2021 - 12.2022
Director, Agile Systems & Compliance
College Board
08.2019 - 08.2021
Associate Director, Quality Compliance
College Board
03.2015 - 07.2019
Test Security Analyst
Educational Testing Service, ETS
01.2013 - 03.2015
Senior Account Manager
Insiderscore, LLC
11.2007 - 12.2012
Portfolio Analyst
BlackRock
03.2006 - 10.2007
Global Procurement Services, Data Analyst
McGraw-Hill Companies
12.2005 - 03.2006
Program Administrator II
Educational Testing Service, ETS
11.2003 - 07.2005
Program Administrator I
Educational Testing Service, ETS
12.2001 - 11.2003
Rider University
Bachelor of Science from Finance
CRCMP - Certified Risk and Compliance Management Professional – Nov. 2016
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