who am i

Zachary O'Donnell

Operational Support Specialist

I am an aspiring young professional seeking to utilize my data driven decision-making skills to improve the customer experience. I have a proven record of using continuous improvement to ensure the strategic focus is attained.

With a strong attention to detail, I am able to process large quantities of transactions at an exceptional accuracy rate. I plan to one day own a business that offers a unique service that will not only improve people’s lives here in the United States, but also be charitable and benefit less fortunate parts of the world.

  • Name Zachary O'Donnell
  • From Belchertown, Massachusetts
  • Email hello@zachodonnell.me
  • Phone 413 308 0437

professional skills

  • Leadership

    95%

  • Creativity

    85%

  • Problem-Solving

    90%
ASSETS

  • SAS

    70%

  • HTML/CSS

    85%

  • PYTHON

    80%
Coding

education

Bachelor of Science – University of Massachusetts Amherst

September 2013 - May 2017

Resource Economics is a study of economics that focuses on scarce resources and problems associated with them. I followed the managerial track in order to get insight on the management and operation of a business.

experience

Operational Support Specialist

Image and direct incoming requests for Annuity and Life products to proper business areas while ensuring the quality of the requests are the same or better than how they were received. Driven by a customer focus to make sure the customer’s request are processed quickly and accurately the first time through service level agreements and turnaround times.
October 2017 - Current

  • • Member of the SharePoint/Metrics committee tasked with re-thinking the way we track productivity to standardize and improve productivity.
  • • Create spreadsheets and graphs to provide data driven recommendations to leadership to improve the customer experience by reducing turnaround times.
  • • Pilot new workflows to improve efficiency and promote continuous improvement.
  • • Utilize time management to ensure all work is complete within SEC regulated service level agreements.
  • • On average, process over 6,000 requests a month at an over 99% accuracy rate.

Lead Off Campus Student Guide – Walk This Way

Walk this Way is a program that reminds students to be safe, quiet, and respectful when traveling through residential neighborhoods in Amherst.
September 2013 - May 2018

  • • Lead data collection and analysis regarding students in residential areas.
  • • Help lead meetings for the Walk This Way Team.
  • • Meet with residents to discuss collaborative measures to improve relationships with students.
  • • Communicate with students as they are leaving campus to be considerate of neighborhood residents.
  • • Launched Party Smart Registration Pilot Program.
  • • Registered over 150 parties in the first semester.
  • • Resulted in a reduction of nuisance reports and 0 citations or arrests at registered parties.

Student Leader – Team Positive Presence

January 2015 - May 2018

  • • Attend University and Student Sponsored events to interact and communicate with peers to promote a positive social atmosphere.
  • • Assist in planning and monitoring of student safety during and after events.
  • • Plan and supervise large scale events.
  • • Head of the social media advisory board.

Teaching Assistant – University of Massachusetts Amherst

January 2016 - May 2018

  • • Help students with questions on in-class work.
  • • Hold office hours in which I helped with class projects and general questions.
  • • Help the professor conduct class, proctor tests, and with grading.

Off Campus Assistant – Off Campus Student Center

August 2016 - May 2018

  • • Help students with finding housing and roommates.
  • • Plan and run programs such as Take Time Before You Sign that Lease and other activities.
  • • Help with everyday office operations.

Intern – University of Massachusetts Police Department

January 2014 - August 2016

  • • Assist with management of accreditation documents.
  • • Assure reports are organized and filed properly.
  • • Diagnose and troubleshoot Windows problems and applied solutions to increase efficiency.

About Me

Team Player

Through my jobs at UMass and different teams I have been a part of, I have grown to work well with others.

Hardworking

I have worked multiple jobs at a time while at UMass which has given me invaluable time management skills.

Passion

I tend to pour my heart and soul into my work, allowing it to be a representation of myself.

Web Design

I have found a hobby in web design and development and have learned a lot about them in my free time.

Analytical

Built analytics into my Walk this Way position to offer a clear representation of our programs success.
Read More

Critical Thinker

I have always loved to push my brain in various ways which have led me to build a strong background in problem solving and critical thinking.

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my works

Coming Soon!

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latest news

Coming Soon!

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contact info

Zachary O'Donnell
Belchertown,MA

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