Customer Service Manager or Director

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RICHARD WILLIAM GEORGE 21825 NE Heartwood Circle, Fairview Oregon 97024 Mobile: 503.989.4321? Email: [email protected]

Over 20 Years of Verifiable Strengths and Success in Business Support and Operat ions Management Sharp Business Acumen ? Lean Management Professional- Six Sigma ? Business Devel opment and Growth An experienced, results-driven and goal-oriented Operational Management Professi onal with an exceptional career history that includes leadership roles deliverin g increased market share and financial performance in highly competitive industr ies, creating and enforcing aggressive resource planning programs and identifyi ng and capitalizing opportunities for business growth. Eager to contribute and build client relationship management, strategic planning , and internal team-building skills toward supporting the employer in optimizing customer service, call center management, financial and operational performance with six sigma and projected management skills. Qualifications include: * Experienced in developing and implementing Customer Service Center operating p lan, which is geared towards accomplishment objectives which operating unit effe ctiveness. * Excellent in communicating with managers regarding the implementation of progr ams and provide directions for process/systems/work plan modification to fit bus iness needs. * Strict compliance to customer service standards and adept at investigating and resolving escalated customer service inquiries. * Career history includes developing and analyzing of budgets, reports, and fin ancial data and developing operating unit budget in a timely manner, forecasting financial and human resource needs. CORE STRENGTHS * * * * * * * * * * Call Center Operation, Business Analysis Customer Service Delivery and Management Management, Leadership and Organization Employee/Staff Development- Training, Supervision Rapport-building, Communication and Client Relations Time, Priority and Multiple Tasks Management Sales and Marketing Support; Risks Management Strategy Development, Planning and Implementation Problem Identification and Solutions Development Business and Technology Integration

PROFESSIONAL EXPERIENCE ROYAL JOHNSON CONSULTING, Vancouver, WA Director of Operations Six Sigma. January 2008 to January 2010 * Managed design and development of Lean/Six Sigma training and delivery. Traine d clients in the use of analytical tools and provided methodology implementation support which improved business processes. Performed Human Resources and team b uilding responsibilities. * Directed the Six Sigma Program and facilitated activities of the cross-functio

nal Six Sigma team consisting of six Black Belts and three Green Belts. * Successfully designed, founded, and facilitated the Service Contract Review Bo ard, which was a cross-functional Virtual Team consisting of the VP of Service, Facilitator, Regional Service Managers, Customer Service Supervisor, and the Con tract Administrator and took ownership of developing, implementing, and continuo usly improving the Service Contract Processes. * Managed Service Organization's Virtual Project Teams. The teams established a nd implemented process standards throughout the Service Organization.

Page 2 ? Richard William George ? Fairview Oregon 97024 ? Mobile: 503.989.4321 ? Email: [email protected] PROFESSIONAL EXPERIENCE CDI CORPORATION, Philadelphia, PA Operations Senior Delivery Manager/ Call Center Management. June 2005 to Decembe r 2007 * Managed the operations of a multisite delivery team providing customer service , engineering and quality assurance; responsible for operational and sales suppo rt, project management and Six Sigma certified operations and provide impeccable customer service. * Successfully created delivery of services for JP Morgan and Intel Corporation in web delivery, engineering, customer service and marketing support and risk ma nagement teams. * Achieved incremental market increases and improved company performance across multi locations in the Oregon, New York, Texas, and Arizona for $13 million in a nnual revenue * Successfully led the turnaround of an underperforming region to generate sales increases of 160% ahead of established plan, profits 30% ahead of plan, and sta ffing at 155%. REGENCE BCBS/ASSOCIATED ADMINISTRATORS INC., Portland, OR Consultant Operation/Call Center Management. January 2005 to June 2005 * Managed a 50+ person inbound union call center and all customer service proces ses; directed all planning and management activities for 60,000 enrolled members of AAI. P&L responsibility for $3MM. Clients included Carpenters Union, Steam F itters, International Fish Canners, Timber Unions, Adventism Medical Center, Pro vidence Health System, Cardiology Northwest, and Legacy Health Hospital. * Developed "Best of Breed" call center processes, improving efficiency and acce lerating claims processing from 20 days to 5 days; reduced call volume by 15%. Improved quartile client quality scores from 70% to 85%. * Implemented performance tracking and reporting system, generating daily accura te SLA and * KPI results and process improvement recommendations for senior management. Fol lowing company sale, designed integration plan for call center operations MEDICINE ASSISTANCE PROGRAM, Vancouver, WA Operations Director/Call Center Management. December 2001 to December 2004 * Directed all operations pertaining to resource allocation, space/facility plan ning, and problem resolution. Entrusted with $1.2 Million P&L responsibility and managed 10 (home-based) direct reports and 3 (on-site) indirect reports support staff. * Successfully implemented operations metrics resulting to improving CSAT scores from 90% to 93%, and improving schedule adherence (from 70% deficient to 20% de ficient). * Reduced average call value from 60 seconds to 35 seconds, and cost-per-call fr om $3 to$1.50.Improved volume forecast accuracy by 30% and achieved 90% employee retention; abandoned call rate less than 5%; 24-hour response to E-mails. Reduc

ed data errors by 5%; increased medical office signups by 15%. * Managed multi-peril operations audit processes, validating field-legal require ments and Federal HIPAA compliance, reviewing and resolving all issues. Other Professional Experience: * STREAM INTERNATIONAL, Beaverton, OR. Call Center Management/Lead Customer Supe rvisor. 1997 - 2001 EDUCATION &PROFESSIONAL DEVELOPMENT KAPLAN UNIVERSITY, Fort Lauderdale, FL Certificate Program Six Sigma Lean. Current CITY UNIVERSITY AT SEATTLE, Seattle, WA Masters Business Administration.1997 UNIVERSITY OF DENVER, Denver, CO Bachelor of Arts. 1985

Professional Affiliations: * Member Human Rescore Management Association * ASQ Member, Six Sigma * Member American Dubai Chamber of Commerce * Member, Project Management Association * Chairman of the Board, Non-Profit Organization Trainings and Certifications: * PMP trained * Six Sigma Green and Black Belt * Human Resources and Development Course

References furnished upon request.

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