Cornell A. Beck

816-***-****/HOME 816-***-****/CELLULAR

**** ***** ********** ****** ****** City, Missouri 64118

abhh5b@r.postjobfree.com

CAREER OBJECTIVE

A career opportunity with an organization requiring proven ability to

enhance operational and cost effectiveness through financial performance;

training and development; process improvement and call center management.

SUMMARY OF QUALIFICATIONS

. Proactive team leader/player and change agent with 7-10 years of call

center management, strong academic credentials; and lean six sigma skills

in driving performance improvements, customer satisfaction, service level

adherence, and statistical analysis. Strength in managing call center

operations by identifying areas for improvement and

developing/implementing quality standards, operational strategies and

training and development programs that improve customer-perceived levels

of satisfaction. Effectively manage people, processes, and procedures

supporting long and short-range operating revenue. Qualifications

include:

Strategic focus Advisor to senior-level Cost/benefit

executives analysis

Long-term impact studies Operational & performance Budgets/Forecasti

analysis ng

Bankcard Marketing Process analysis & Quality Assurance

improvement

Tracking preferences & Employee retention Trend analysis

trending strategies

Team builder, trainer & Motivational incentives Consumer Banking

motivator development

Multi site call center Bottom-line focused HR Responsibility

settings

. Expertise in understanding business drivers, identifying metrics to be

measured, and developing tools to position organizations to meet the

changing paradigms of business in the global marketplace.

. Strengths in financial analysis, interpretation, and presentations to

senior-level executives. Exceptional strength in identifying factors

that motivate associates to achieve and/or exceed goals and objectives.

. Proficient with mainframe and PC-based environments, Windows operating

system; Microsoft Office including Word, Excel, Lotus Notes, MS Access,

PowerPoint, MS Project; Java; HTML; data tools, IEX, CMS, Nice Analyzer,

and call center industry-specific software; quickly adapt to new

applications.

RECOGNITION & KEY ACCOMPLISHMENTS

EXPRESS SCRIPTS, INC.

. Implemented 1.8 million new client lives resulting in increase sales

revenue, 2010-2011.

CPP NORTH AMERICA

. Award of Excellence, 2007-2008.

. Reduced cost per order for marketing services by implementing

performance related strategies and call center profit improvement

initiatives which resulted in increased revenue in excess of $10

million dollars.

NATIONAL ELECTRONIC WARRANTY CORPORATION (NEW):

. J. D. Power Call Center Quality Award, 2006-2007.

. Contributed to a major software install for the Best Buy program which

increased agent efficiency and decreased agent call handling by 180

seconds.

ADT SECURITY SERVICES, INC.

. Call Center of the Year Award, 2003; Most Valuable Player Award, 2003

ADT CUSTOMER CARE OPERATIONS MANAGER & QUALITY ASSURANCE MANAGER:

. Designed and rolled out a 24/7 customer resolution process to six

Customer Monitoring Centers nationwide resulting in a standardized

process in handling customer related issues.

EDUCATION

UNIVERSITY OF MISSOURI-KANSAS CITY, Kansas City, MO

Master of Business Administration degree

Double Majors: Marketing and Leadership & Change in Human Systems

UNIVERSITY OF NEBRASKA AT OMAHA, Omaha, NE

Master of Arts degree Major: Communications

Bachelor of Science degree in Business Administration

Major: Marketing Minor: Communication

PROFESSIONAL AFFILIATIONS & RECOGNITION

. MS Bike Fundraiser Campaign, Volunteer, 2010.

. Society for Human Resource Management, 2007-2008.

. Professional Teleservices Management Association, Best in Class, Quality

Assurance Award, 2002.

EMPLOYMENT HISTORY

Beck, C.A., Page 2 of 2

EXPRESS SCRIPTS, INC., St. Louis, MO

2010 - 2011

Express Scripts, a Fortune 100 company and provider of pharmacy benefit

management services to tens of millions of consumers through thousands of

employers, government and union health plans.

Sr. Manager, Business Analysis/Planning, Patient Benefit Services Call

Center Division

. Managed and supported day-to-day operations, skilling and routing

strategies, forecasting and scheduling, interactive voice response (IVR),

and reporting for new client implementations for domestic and

international contact center sites.

. Achieved meeting and/or exceeding established call center metrics and

client specific performance guarantees relating to average speed of

answer, average handle time, occupancy, schedule adherence, and abandon

rates.

. Supported the RFP process and served as the liaison and subject matter

expert for VP Pharmacy Operation, Finance, Contracting, Account

Management, Contact Center Technology and Sales.

. Managed multiple project plans and escalated as appropriate ensuring team

members and management acquire appropriate support and training to apply

best practices regarding Pharmacy Benefit Management (PBM).

. Conducted effective team and executive briefings on business solutions,

strategies, successes, and opportunities.

CPP NORTH AMERICA, LLC, St. Louis Park, MN

2007 - 2010

CPPNA is a leading international provider of consumer buyer protection and

extended warranty services.

Director, Customer Service Call Center, Marketing Services Department

. Managed and supported the marketing efforts, escalation process, product

enhancements, and key performance indicators for two financial bankcard

portfolios domestically and internationally.

. Developed and executed the creation of various process improvements and

lean six sigma quality initiatives; including the documentation of

performance strategies and/or processes, and customer impacting programs.

. Designed and implemented customer-facing processes to ensure the

appropriate handling of member related claims and/or benefit related

inquires for the Wells Fargo and Fingerhut credit card portfolio.

. Supervised staff by screening, selecting, and coordinating the hiring of

applicants to meet departmental and business objectives. Provided

leadership and direction to 400 direct/indirect reports while managing a

multi-million dollar P/L.

NATIONAL ELECTRONIC WARRANTY CORPORATION (NEW), Dulles, VA

2005 - 2007

Founded in 1983, NEW is a privately held, independent third-party

administrator of extended service plans, buyer protection services, and

product support programs with 1500+ employees who protect purchases of 150

million consumers.

Call Center Performance Development Manager, Customer Satisfaction

Department

. Identified areas for improvement by evaluating and implementing QA

methodology and training programs to improve performance and achieve J.D.

Power quality recertification in seven nationwide contact centers.

. Provided leadership and direction to four supervisors, two team leads,

and 39 indirect reports.

TARGET, Overland Park, KS

2004 - 2005

America's fourth largest retailer operating 1,200 stores in 47 states while

generating $48+ billion in annual revenue.

Executive Team Leader (Assistant Store Manager - Fast-track training

program for a regional HR role.)

. Recruited, hired, oriented, trained, counseled, and coached associates

while providing on-the-job support in two to three departments with sales

ranging from $2 to $9 million. Opened/closed store and achieve sales

goals.

ADT SECURITY SERVICES, INC., Kansas City, MO

2000 - 2004

One of five regional customer call centers with 1,000+ employees engaged in

monitoring residential and commercial systems.

Customer Care Manager, Customer Care Department - Jan. 2004 to Aug. 2004

. Led, managed and directed inbound, outbound, and technical assistance

activities in a 1,000-seat call center.

Quality Assurance Manager, Call Monitoring Center Administration - Feb.

2000 to Jan. 2004

. Developed, maintained, and provided ongoing training programs addressing

Customer Call Center quality programs and six sigma TQM initiatives for

1,000+ associates in three, 24/7, daily shifts.

. Developed, supervised, and managed a staff of 21 QA and customer

relations associates.

FIRST DATA CORPORATION, Omaha, NE

1999 - 2000

Product Development/QA Analyst, Commercial Products

. Accepted the challenge to design and write all scripts for testing

commercial cards and services, per client specifications. Performed the

testing phase prior to activation. Performed testing of all codes for

Y2K.

FIRST NATIONAL BANK, Omaha, NE

1995 - 1999

Business Systems Liaison II, Bankcard Administration

. Gathered and assisted in analyzing data for the development and

modification of internal and external mainframe systems used for credit

card processing. Performed testing of all codes for Y2K.

SITEL CORPORATION, Omaha, NE

1991 - 1994

Manager of Statistics, Financial Services Division - Jan. 1993 to Apr. 1994

Regional Manager, Affiliate Operations - Nov. 1991 to Jan. 1993

Cornell A. Beck

816-***-****/Home 816-***-****/Cellular

5315 North Washington Street Kansas City, Missouri 64118

abhh5b@r.postjobfree.com

Dear Sir or Madam:

I am writing to express my interest in a career opportunity utilizing my

MBA and proven record of success in call center operations and developing

programs that enhance service levels and team retention in business and

call center environments. I have strong analytical and communication

skills that I want to use to enhance service and improve performance.

The enclosed r sum details my background and abilities. I am confident

that upon review of my qualifications, you will find that my experiences

represent a solid combination of achievements that predict continued

contributions in my future roles. My qualifications include:

. Ability to manage a multi-million dollar budget, track and identify

trends, develop forecasts, and training programs that meet or exceed

overall service and performance goals and objectives. Ability to see

the big picture while managing daily operations.

. Received recognition from CPPNA for my contribution to operational

effectiveness and efficiency.

. Received recognition from J.D. Power Quality Association for my

contribution to the NEW Quality Assurance program. I have contributed

to the implementation of a nation-wide work from home program.

. Received personal recognition from the Professional Teleservices

Management Association for my contribution to the ADT Quality

Assurance program. I have also contributed to the implementation of a

national customer resolution and dispute management process that

tracks reoccurring trends and solutions. Some of my other

accomplishments at ADT include:

( Increased soft and technical skills in Quality Assurance

performance from sub-par 50% to the highest quality assurance

program in the nation-resulting in an average score of 96%. -

Reduced customer related concerns and process related issues and

improves the overall customer service that leads to retention of

customers and $1 million of reoccurring revenue.

( Designed, wrote, and delivered training programs to 1,000+

associates and managers concerning standard operating procedures and

quality assurance resulting in decreased reworks of accounts.

. Skill in analysis and interpretation of systems, processes, financial,

and operational functions - identify and correct deficiencies in

tracking and reporting practices that position companies for growth.

. The ability to quickly analyze and review all relevant issues and make

decisions based upon fact.

. Proven ability to promote team spirit and enhance associate

performance through development of training and incentive programs

that motivate and inspire quality service and retention.

. A creative problem solver; skilled at developing solutions that

effectively address multi-dimensional issues and concerns.

Personally, I contribute strong leadership, technology-based acumen, strong

organization and time-management practices, resourcefulness, and a high

level of commitment to achieving goals.

I welcome the opportunity to discuss your organizational needs and will

contact you to inquire about a time when we can meet.

Sincerely,

Cornell A. Beck

R sum enclosed

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