Management Manager

Ferenc Csatl s, MBA, PMP

**** ***** ***** **. . ******, OH 43065

***/***.**** . ******@*******.***

Senior/Executive-Level Management / Business Strategist & Leader

Call Center Operations . Technology Solutions & Leadership .

International Business

Driving force in the success of corporate and technology operations - track

record of successful organizational leadership and performance-based

management. Responsible for setting vision, mission, and strategy to align

IT activities with strategies and best practices of the organization.

Accountable for development and delivery of technology activities, program

initiatives, P&L, budgeting, forecasting, and management of customer

service initiatives. Focused on managing overall efficiency and

productivity.

Competencies include:

Strategic & Tactical Vision / Strategy / Execution Remote Site

Business Planning Management

Budgeting / Planning / Performance & Profit Customer Relations

Forecasting Improvement

Total Quality Management / Technology & Infrastructure Cost Reduction &

QA Development Control

Executive Decision Support Project/Program Planning & Team Building &

Execution Leadership

Visionary professional with experience leading staffs through complex

organizational and technological transitions. Experience directing

operational divisions as well as leading multiple departments with project

and product accountability. Spearhead strategic visioning and planning,

cost/expense management, product development, technology advancements,

performance improvement, and training/development.

Credentials: MBA in Finance; BBA in Computer Information Systems /

International Business . PMP - Project Management Professional . Strong

Technology Knowledge & Technical Skills . Language Fluency in English,

Hungarian, Romanian

Experience Summary

Nationwide Insurance; Columbus, OH

Director, Workforce Management & Operations . 2007 to present

Executive management of P&L, budget, forecasting for $129M direct/indirect

responsibilities and 2500 FTEs. Direct a staff responsible for operational

activities related to Workforce Management (WFM) across all lines of

business including Claims, Personal Lines, Commercial Lines, and Specialty

Products. Head all call center operations - daily activities, workforce

management, short/long-term forecasting, capacity modeling, service-level

management, and technologies. Responsible for directing and managing

multiple project initiatives as well as full sign-off approval.

. Strategic Vision: Created strategic vision for WFM and each business unit

with the development of a strategic roadmap. Engaged a state-of-the-art

Workforce Management team, implemented best practices, and specified

action items/tasks that were implemented during the course of 6-12

months. Significantly improved all business units call center

productivity while reducing expenses at a projected savings over $2M

annually.

. Expense Management: Continued reduction and improvement to employee

engagement and productivity. Moderated dependency on third-party vendors,

which resulted in annual savings of approximately $250K; calls per hour

improved from 4.17 to 4.85, saving 20 FTE (roughly $600K).

. Technology Enhancement: Championed improved call center technologies

between multiple business units. Recommended solutions that simplified

conflicting technologies and improved internal and external customer

experience; advised new technologies to further improve existing

environment while reducing operating and maintenance cost - which is

expected to reduce operating expenses and maintenance by $300K annually.

Director, Operations . 2007

Headed the Call Center Leadership Team to identify areas of opportunity,

improve overall efficiency, and increase productivity within the business

unit. Indirect responsibility for $44.5M budget and 650 FTEs.

. Business Model Engagement: Actively sought opportunities for new

technologies that benefited the organization. Engaged Contact Center

Shared Business Model and introduced new ideas and technologies. Employed

technology that automated call center claims reporting and expanded

personal and commercial lines for daily, weekly, and monthly management

reports.

. Expense Management: Spearheaded introduction of new technologies that

reduced operating expenses that significantly improved CSR efficiency and

productivity. Calls per staffed hour improved from 4.17 to 4.35 with a

savings of 16.5 FTE ($512K annualized savings); reduced dependency on

vendors by 75%, resulting in annual savings of approximately $175K.

Nationwide Insurance - Director, Operations (continued)

. Performance Improvement/Resource Reduction: Improved resource management

by partnering with other business unit leadership. Bettered time

utilization, resulting in increased CSR productivity 1.5% by year-end.

Introduced voluntary 'go home' concept that successfully managed

occupancy at the intraday level.

. Technology Enhancement: Enhanced call routing environment which improved

efficiency and external customer experience. Fostered partnership with

AT&T that made improvements to voice tone IVR platform. Introduced

automatic overflow of call volume and enhanced reporting capabilities to

internal customers. Automated and consolidated existing business unit

reports for ease of use, accuracy, and timely delivery.

. Training & Development: Developed and presented training material for

leadership team on forecasting and staffing to educate them and have them

understand the role they play in staffing. Introduced new reporting tools

and formulated plan to continuously educate call center leadership team.

Comcast Corporation [2004 to 2007]; Southfield, MI

Regional Technology Manager . 2005 to 2007

Responsible for managing IT department to ensure budget and productivity

metrics were attained. Developed annual budgets for Michigan Region Call

Center IT and regional IT projects. Oversaw all call center technology

including hardware, software, and web-based applications. Coordinated and

managed complex projects involving internal and external personnel. Managed

vendors and external partner relationships.

. Corporate Project Management Team: developed a middle-tier application

and interacted with multiple systems including billing platforms, phone

switches, IVR systems, and corporate website. Implemented Natural

Language voice-response-unit that resulted in a 2% decrease in call

volume through automated options.

. New Technologies: Implemented new technologies that improved overall

productivity and reduced operating expenses. Instituted AIM (Advance,

Inform, Measure), a web-based application for Michigan region that

combined multiple data sources from several different platforms.

Integrated Virtual Hold technology for local call centers focused on

improving customer interaction and reducing costs associated with call

volume. Implemented VOIP technology for region resulting in lower telecom

expenses.

. Workforce Management: Replaced existing call center Workforce Management

tool with a more robust web-based application that improved Michigan

Region's overall productivity by 4%. Developed scorecards for several

departments that automatically tracked individual and team performance.

. Training & Development: Designed and implemented a 'virtual training

room' that enabled call center trainers to conduct training on the call

center floor, providing flexibility to easily train resources based on

call center availability.

Senior Operations Manager . 2004 to 2005

Directed activities of call center work force, develop annual budget for a

3.5 million annual call volume multi site call center operations, and

prepared reports for identifying process improvements. Led IT, scheduling,

and operations departments. Responsible for hiring, training, and

developing management teams as well as subordinate staff.

. Operational Efficiency: Consolidated two call centers while focusing on

improving overall operations and reducing redundancies; restructured

resources that improved overall performance and support. Initiated

"Voluntary Go Home" policy, giving operations more flexibility in

managing resources and resulting in a 4% reduction in direct salary

expense.

. Technology Enhancement: Worked with web development team to create web-

based scorecard for the call center and increased overall productivity by

5%.

. Workforce Management: Implemented "pay for performance" policy for call

center employees based on individual performance, thus creating a more

competitive work environment and an overall improvement in productivity

of 10%. Integrated third-party vendor's Workforce Management system with

Comcast's internal system resulting in better overall management of human

resources as well as reduced operating expenses.

Convergys Corporation [2000 to 2004]; Toledo, OH

Operations Manager . 2001 to 2004

Managed 200+ call center staff, including direct and indirect report.

Responsible for departmental needs and expenses, P&L, ad-hoc reports, call

center productivity, and implementation strategies. Hired, trained, and

developed subordinate staff (Team Leaders, CSRs); determined appropriate

staffing levels. Planned and implemented new projects and ensured

department operated efficiently and profitability.

. Hired as Customer Service Representative in 2000 and quickly (after only

3 months) promoted to Team Leader from 2000 to 2001; advanced to

Operations Manager in 2001

Education, Professional Certification & Other Information

University of Toledo; Toledo, OH

Masters in Business Administration . 2005 - Major in Finance with high

honors

Bachelor of Business Administration . 2003 (Cum Laude) - Major in Computer

Information Systems / Minor: International Business; with high honors

Certification:

Project Management Institute; Newtown Square, PA

PMP (Project Mangement Professional) . 2009 - Certification#: 130692

. Call Center Systems and Call Control Table Design . ACD Installation and

Configuration . Workforce Management (eWFM) Database Administration . IEX

Database Administration & Skill Plan Processes . eQuality Balance Server

Infrastructure & Witness Contact Store . Call Miner . Crystal Reports

Technical skills:

. VOIP technology and implementation . EMC data storage . Crystal Reports

10.0 . Billing systems: DTS (Cable Data), CSG (ACSR) . ACD systems: Aspect,

Aspect IP, Avaya . IVR systems: Syntellect, Dialogic, Aspect . Workforce

management: IEX, eWFM . Microsoft applications: Word, Excel, PowerPoint,

Publisher, Access, Project, Visio . Programming: Visual Basic 6.0, SQL,

Language skills:

. English . Hungarian . Romanian

Personal accomplishments:

. Completed undergraduate and MBA degrees in 7 years while maintaining full-

time employment

. Played hockey at a competitive level for 18 years - Assistant Captain of

the Hungarian National team for 6 years . Captain of Junior (under 21)

hockey team 3 consecutive years . Led team to National Junior

Championship in 1998

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