Customer Service Sales
Resume:
Richard Trayner
Email: *********@********.***
Address: ***** ******** **
City: Jacksonville
State: FL
Zip: 32224
Country: USA
Phone: 904-***-****
Skill Level: Director
Salary Range: $110,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Richard E. Trayner II
13849 Breaksea Court
Jacksonville, FL 32224
*********@********.***
Executive Industry Experience
2009 Present Trayner Call Center Transformation Consulting (Independent) Jacksonville, FL
Primary focus is on Call Center customer experience with broad knowledge of all aspects of the enterprise environment. Focus on people, process, and technology solutions to create excellence in service delivery models inclusive of operational design and project management. 20 years of call center experience at all levels of management that translates to an ability to communicate and execute across lines of business within companies.
Proven track record in call center management for sales and service centers coupled with service delivery (customer experience blueprints) consulting background providing solutions to the most complex contact center issues.
Key Projects
Outsource Provider Partner - Current
The purpose of this Project for Customer Confidential (per NDA in progress) is to provide an operations model inclusive of process and technology to provide a superior consumer experience. Key objective is to build a Contact Center service provider solution to support the customers long term vision for their customer base. Full scale design and comprehensive roadmap coupled with resource plan to deliver an exceptional multi-channel Customer Contact Center solution.
Outsource Provider 2011-2012-
Call Center BPO responsible for call centers with seven clients ranging from Insurance and Internet Service Providers to major sports entertainment operations. Primary goals and objectives around transformation of customer and agent experience to combine for exceptional service delivery model. Full ownership of the PL for multimillion dollar accounts to ensure profitability through service optimization.
Align strategic planning to the key performance indicators for inbound/outbound programs Leader responsible for six call center managers for multiple lines of inbound outbound business
Ownership of workforce management processes and forecasting inclusive of command center efficiencies that can be leveraged to maximize profits Manage sales processes and incentive program development to maximize sales platforms ability to achieve and exceed company targets
Full scale process analysis and redesign to effectively manage the business and ensure customer experience tied to business goals Mentor for senior leadership team providing executive level coaching to enhance the professional maturation of the staff
Call Center Transformation /Operations Consultant 2009-2011
Amerigroup Primary focus on transformation of the customer/agent experience through systems and process modification and integration. Managed project groups for both desktop/telecom and related vendors (Pega, Avaya, and Verint) in full scale implementation of desktop solution for contact center agents in three sites which exceeded all expectations transforming the customer and agent experience. Built strategic plan to execute on customer inquiries to increase profitability and allow time for agents to up sell products.
Built and ran PMO for Program establishing automated project portals for all teams to communicate and post information Realization of 30 plus second reduction in AHT coupled with other positive impacts to KPIs that resulted in operation cost savings
Designed scorecard and measures processes for Project Communication Increased process efficiencies through due diligence and solution design
Implemented designated process list on time Project on target for realization of ROI based on reduction in headcount growth plan
2004 - 2009 Accenture Contact Center Consulting Jacksonville, FL
Executive Manager, Contact Center Transformation, CRM Division
Ran full scale customer service transformation teams responsible for all aspects of program management of projects with Fortune 500 companies. Managed and sold a variety of projects ranging from 2 million to 75 million dollars in revenue focused on Contact Center Transformation inclusive of outsourcing initiatives. Below is a sample listing of projects:
Pacific Gas Electric (PGE) Transformation of contact center operational models inclusive of new measurement process resulting in over 5 million in savings to the company. Verizon Online Provide roadmap to single Tech Support organization that provides world-class technical support and reduces operations expenses by 25% or more. Project output was successful and Verizon yielded more than originally forecasted upon plan execution
Stanford Medical School Built plan to transform customer response from the current state to a state of higher overall customer satisfaction enabling better use of current technology. A technology and customer experience roadmap delivered to client that won accolades by the medical community for design and efficiencies. Verizon Developed, executed, and managed team with primary focus on service delivery through truck rolls. Designed overall blueprint to transform process models guaranteeing service level agreements were executed through proper training, workforce design, and operational efficiencies
Verizon Online DSL Retention Effectiveness Program: The efforts of the team were directly responsible for decreasing the DSL disconnection rate by 8% over the established baseline. Sprint/Nextel - Assess key benefit drivers and gaps, conduct root-cause analysis, build solutions and set strategy for benefits realization for their offshore vendor programs that were in place for NPA/NXX portability.
2003 Reliance Infocom Mumbai, India
Head of Operations, Call Center Vice President
Managed multi-national Contact Center teams in three regional contact centers focused on sales and service of cellular and broadband services for India. Built out programs for Contact Center staff involving inbound and outbound call campaigns for cellular and broadband service across India which exceeded initial goals by upwards of 500% in first quarter of operations.
Contracted to help build the Call Center for Reliance Infocom in India serving the CDMA wireless customers, broadband customers, as well as wireline, for this newly launched division. . Member of launch team for the COPC initiative formally announced in August 2003 to set operational standards of excellence in service delivery.
Member of the IVR team to streamline the call flow patterns to handle 10 regional languages in addition to the two standard languages of Hindi and English. Launched the corporate Coaching and Development initiative to lay out a game plan associated with providing employees with a career path in the Call Center industry.
Assist in building plans associated with Reliances long-term aspirations to provide BPO services for companies in the United States and abroad. Facilitated the Pre Paid launch for the wireless products, which included the design of the IVR and the structure of pricing plans for the markets.
1996-2003 T-Mobile Jacksonville, FL
General Manager, Call Center Operations (Three Regions)
Started the Powertel Inbound/Outbound Contact Center with 12 agents in 1996 and grew to over 500. Our focus was the service and up sell of cellular subscriptions. Managed contact center integration and program review/modification through the 4 company merger (Voicestream, Aerial, Omnipoint, and Powertel). Managed three contact centers in Jacksonville, Nashville, and Portland post merger focused on best practices and growth models.
Yankee Group Excellence Award for Customer Service 1998 Winner of the Gran Prix Award - Call Center excellence 2000 2001
Operations Management Team which met or exceeded all KPI objectives for 4 years in a row. Focus on Sales: Lead architect in building sales platforms and incentive planning for multiple centers. Successfully built sales culture into the inbound channels that rivaled outbound efforts increasing sales dramatically. Regional (3 sites) General Manager - (Jacksonville, Nashville, and Salem) during transition from Powertel to VoiceStream to T-Mobile. Responsible for operations and all aspects of Call Center operations, including total budget of 85 million for the three centers
Implementation/Process/Project Team built and managed group focused on internal processes that affected the customers and employees to ensure a positive experience for these vital parts of our business. Sen Delaney Seminars Facilitator selected from executive group to execute cultural development seminar, geared at cross-functional relationships across the enterprise
2002 Peak Award Winner (T-Mobile) for individual performance excellence.
2003 T-Mobilizer Winner (T-Mobile) which was the highest honor at company for excellence in performance.
1993-1996 Alltel Mobile Gainesville, FL
Customer Service
Held multiple customer service jobs focused on management of cellular call center agents.
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