Customer Service Six Sigma

RICHARD WI L L IAM GEORGE

***** ** ********* ******, ******** Oregon 97024

Mobile: 503-***-**** E mail: r abigeb@r.postjobfree.com

Over 20 Years of Verifiable Strengths and Success in Business Support and Operations

M anagement

Sharp Business Acumen Lean Management Professional Six Sigma B usiness Development and Growth

An experienced, results-driven and goal-oriented Operational Management Professional with an exceptional

career history that includes leadership roles delivering increased market share and financial performance in

h ighly competitive industries, creating and enforcing aggressive resource planning programs and identifying 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 plan, which is geared

towards accomplishment objectives which operating unit effectiveness.

Excellent in communicating with managers regarding the implementation of programs and provide

d irections for process/systems/work plan modification to fit business 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 financial data and developing

operating unit budget in a timely manner, forecasting financial and human resource needs.

CORE STRENGTHS

Time, Priority and Multiple Tasks Management

Call Center Operation, Business Analysis

Sales and Marketing Support; Risks Management

Customer Service Delivery and Management

Strategy Development, Planning and

Management, Leadership and Organization

Employee/Staff Development Training, I mplementation

Problem Identification and Solutions Development

Supervision

Rapport-building, Communication and Client Business and Technology In tegration

Relations

PROFESSIONAL E XPERIENCE

ROYAL JOHNSON CONSULTING, Vancouver, WA

Di rector of Operations Six Sigma. January 2008 to January 2010

Managed design and development of Lean/Six Sigma training and delivery. Trained clients in the use of

analytical tools and provided methodology implementation support which improved business processes.

Performed Human Resources and team building responsibilities.

Directed the Six Sigma Program and facilitated activities of the cross-functional Six Sigma team

consisting of six Black Belts and three Green Belts.

Successfully designed, founded, and facilitated the Service Contract Review Board, which was a cross-

functional Virtual Team consisting of the VP of Service, Facilitator, Regional Service Managers,

Customer Service Supervisor, and the Contract Administrator and took ownership of developing,

i mplementing, and continuously improving the Service Contract Processes.

Managed Service Organization’s Virtual Project Teams. The teams established and implemented process

standards throughout the Service Organization.

Page 2 R ichard William George

Fairview Oregon 97024 Mobile: 503-***-**** E mail:

r abigeb@r.postjobfree.com

PROFESSIONAL EXPERIENCE

CDI CORPORATION, Philadelphia, PA

Operations Senior Delivery Manager/ Call Center Management. J une 2005 to December 2007

Managed the operations of a multisite delivery team providing customer service, engineering and quality

assurance; responsible for operational and sales support, 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 r isk management teams.

Achieved incremental market increases and improved company performance across multi locations in the

O regon, New York, Texas, and Arizona for $13 million in annual 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 staffing at 155%.

REGENCE BCBS/ASSOCIATED ADMINISTRATORS INC., Portland, OR

Consultant Operation/Call Center M anagement. January 2005 to June 2005

Managed a 50+ person inbound union call center and all customer service processes; directed all planning

and management activities for 60,000 enrolled members of AAI. P&L responsibility for $3MM. Clients

i ncluded Carpenters Union, Steam Fit ters, International Fish Canners, Timber Unions, Adventism

Medical Center, Providence Health System, Cardiology Northwest, and Legacy Health Hospital.

Developed “Best of Breed” call center processes, improving efficiency and accelerating claims processing

f rom 20 days to 5 days; reduced call volume by 15%. Improved quartile client quality scores from 70% to

85%.

Implemented performance t racking and reporting system, generating daily accurate SLA and

KPI results and process improvement recommendations for senior management. Following company sale,

designed integration plan for call center operations

M EDICINE ASSISTANCE PROGRAM, Vancouver, WA

Operations D i rector/Call Center Management. December 2001 to December 2004

Directed all operations pertaining to resource allocation, space/facility planning, and problem resolution.

E nt rusted 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

i mproving schedule adherence (from 70% deficient to 20% deficient).

Reduced average call value from 60 seconds to 35 seconds, and cost-per-call from $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. Reduced data errors by 5%; increased medical office signups by 15%.

Managed multi-peril operations audit processes, validating field-legal requirements and Federal H IPAA

compliance, reviewing and resolving all issues.

Other Professional Experience:

STREAM INTERNATIONAL, Beaverton, OR. C all Center Management /Lead Customer

S upervisor . 1997 - 2001

EDUCATION & PROFESSIONAL DEVELOPMENT

KAPLAN UN IVERSITY, Fort Lauderdale, FL

UNIVERSITY OF DENVER, Denver, CO

Certificate P rogram Six Sigma Lean. Current

Bachelor of Arts. 1985

CITY UNIVERSITY AT SEATTLE, Seattle, WA

M asters Business Administration. 1997

Chairman of the Board, Non-Profit

Professional Affiliations:

O rganization

Member Human Rescore Management

Trainings and Certifications:

Association

PMP trained

ASQ Member, Six Sigma

Six Sigma Green and Black Belt

Member American Dubai Chamber of

Human Resources and Development Course

Commerce

Member, Project Management Association

References furnished upon request.

Contact this candidate