Ken Shook Email & Phone Number

Carmel, In

Inbound Call Center Representative (temporary assignment, via Kelly Services) at American Specialty Health (ASH) in Carmel, IN.■ Handled member inquiries concerning wellness benefits, documented all calls, and provided quality customer service in a high-volume environment.■ Provided valuable feedback on company’s Customer Response Documents to correct errors, to provide additional information to fellow team members, and to improve overall department productivity.

Fishers, In

Joined non-profit USA Group (later acquired by for-profit Sallie Mae) as part of team supporting various portions of the company’s core student lending systems.■ Interfaced with internal stakeholders in retooling key analytical software to match changing needs. ■ Worked within the architecture of a database-oriented (DB/2) mainframe environment with interfaces to/from client-server applications.

Indianapolis, In

Began career as Associate Programmer/Analyst and was rapidly and frequently promoted, eventually becoming a Senior Systems Analyst. These positions of increasing responsibility all provided support for critical applications, including Automated Clearing House (ACH), Commercial Loans, Corporate Trust, and Mortgage Lending. ■ Worked as a part of and led several large team efforts to install new/upgraded software packages.■ Participated in, supervised and led many data conversion efforts as Bank One grew and acquired other financial institutions. Projects involved Data Mapping as well as Electronic Data Interchange (EDI).■ Created/implemented a system for smooth, timely installation of new vendor software releases while preserving and reintegrating all local custom modifications to such code.■ Functioned as sole support for critical ACH system for two years after AFNB-Bank One merger; then worked with a remote team on the subsequent conversion of that system to common, updated software.■ Performed Business Analyst functions, interfacing with senior management of supported application.■ Customized vendor-supplied code to fit specific business objectives of the bank.■ Elected to a term as chairperson of a group that planned several large events for AFNB employees and their families.■ Successfully completed Bank One’s Management Training program.