Description
QUALIFICATIONS SUMMARY Results oriented leader with expertise in high volume, scalable operations. Experienced in customer facing and back office environments as well as building the capability to deliver the company's value propositions through new sales. Extensive background in building organizational structures to drive efficiency and service to customers through Call Centers. Successful in developing and executing operational strategies, including technology and process improvement for start-up, growth, and consolidation environments. Skilled in problem solving, planning, financial management and team leadership. Demonstrated success in reducing overhead cost, increasing productivity and improving metrics. Known as an articulate communicator and motivator. Selected Accomplishments * Built organizational capability for Process Improvement Team. Team expanded to Global practice supporting multiple functions. Institutionalized metrics globally to measure performance and results of process changes. * Developed organizational structure to support three new centers and transitioned over 1000 operations roles to these centers, while increasing span of control and reducing operational costs by 15% in the first year. * Led start-up of nationwide Claims Service Centers including implementing a training center which provided training and licensing to over 150 newly hired employees. Achieved highest customer satisfaction company-wide at 94%. * Successfully implemented center wide balanced scorecard which resulted in performance improvement that yielded 5% production increase annually and drove service level improvement by 80%. * Led Greenfield start-up of direct to consumer sales and service offering including direct response television. Group performance exceeded all measurable goals including sales targets. Accomplishments * Built organizational capability for Process Improvement Team. Team expanded to Global practice supporting multiple functions. Institutionalized metrics globally to measure performance and results of process changes. * Developed organizational structure to support three new centers and transitioned over 1000 operations roles to these centers, while increasing span of control and reducing operational costs by 15% in the first year. * Led start-up of nationwide Claims Service Centers including implementing a training center which provided training and licensing to over 150 newly hired employees. Achieved highest customer satisfaction company-wide at 94%. * Successfully implemented center wide balanced scorecard which resulted in performance improvement that yielded 5% production increase annually and drove service level improvement by 80%. * Led Greenfield start-up of direct to consumer sales and service offering including direct response television. Group performance exceeded all measurable goals including sales targets.
Accomplishments
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