Customer Service Manager

GREG RENNIE

**** ********** ***** 321-***-****

Rockledge, FL 32955 ******@*********.***

Senior Management – Call Center Operations

PROFILE

Accomplished customer experience and contact center management professional with extensive experience driving organizational change to transform effectiveness of inbound/outbound, service across multiple sites. Adept at analyzing team and center performance to identify improvement opportunities. Skilled problem solver and critical change agent; proficient at devising innovative policy, best practice, and technology solutions to propel productivity, profitability, and service levels. Competencies include:

• Strategic Planning

• Technology Deployment

• Training & Mentoring • Team Leadership

• Process Improvement

• Workforce Management • Reporting & Analytics

• Performance Management

• Six Sigma

EXPERIENCE

MedSolutions Inc., Melbourne, FL 2006 – 2/2013

Director of Operations

In charge of overseeing call center operations with 300 employees, encompassing clinical and non-clinical staff; responsible for customer service agents, training, QA, project management, and facility correspondence.

Achieved ASA/SL targets monthly by effectively forecasting and managing targets by interval.

Redesigned letters process resulting in a 2.0M savings to operating budget.

Consolidated call routing queues which reduced ASA and enhanced employee and customer satisfaction.

Enhanced the overall customer experience through Ulysses call monitor program.

Revamped the Customer Service agents navigation screen, resulting in a 20 second AHT improvement

Incorporated Lean Six Sigma methodologies and Kaizen events to improve quick fix processes.

Earned J.D. Powers and Associates award 4 consecutive years for delivering excellence customer service.

Washington Mutual, Melbourne, FL 2004 – 2006

FVP of Collections

Hired to coordinate all aspects of consumer collections, bankruptcy, credit analysis and recovery strategies with a group of 135 associates and 50,000 delinquent accounts.

Annual P&L budget of $45 million, along with responsibility to track variances, review expenses and implementation of security requirements.

Work with credit risk oversight committees and process control auditors to ensure internal and external compliance.

Achieved a three-year low delinquency record of 0.78 for 30 day and 0.21 for 90 day with overall losses at $12 million under plan.

Developed and introduced a wide range of operating policies and procedures to drive consistency and comply with industry standards.

Key participant in a wide range of executive and management initiatives to greatly increase productivity, reduce costs and streamline operations.

GREG RENNIE Page Two

General Electric Consumer Finance, Canton, OH 1988 – 2004

Business Group Manager, 2000-2004

Responsible for directing an entire business group with ten managers, five team support associates and 145 collection associates in handling the Wal-Mart account, representing a $2.2 million receivable base and 100,000 delinquent accounts.

Highly skilled in client relationship management, continuous process improvements, accurate recordkeeping and deployment of new technologies.

Twice won the “Summit Club Award” in 2000 and 2002 for peak performance.

Maintained delinquency rates of 7.9% for 30 day and 3.5% for 90+, enhancing collection performance by 150 BP.

Achieved $750,000 in new monthly savings after closing better vendor agreements and instituting best practices.

Achieved an 85% overall customer satisfaction rating after utilizing extensive survey data from 30-60 day delinquent customers.

Personally trained over 300 associates to effectively support WM card re-launch and cross-border shopping initiatives.

Served as volunteer leader with Elfun, a corporate volunteer organization from 2002-2004; also acted as Junior Achievement coordinator.

Collection Manager, 1998-2000 – Edmonton, AB - Canada

Assignment was to lead the consolidation of two call centers in Edmonton and Toronto. Responsible for six managers, four team support associates and 80 associates.

Continued to gain expertise in process improvements, team building, report generation and customer interaction.

Enhanced operational productivity by 20% through introduction of auto-dialer technology, along with more accurate primetime calling schedules.

Efficiently consolidated two centers into one site, resulting in maximized procedures and greatly reduced operating expenses.

Developed and instituted training programs to improve call quality and streamline dashboard reporting.

Portfolio Control Manager, 1990-1998

Oversaw a team of 25 employees to handle 30-day-to-charge-off in as timely as manner as possible, representing $1.2 million in annual revenue.

Won three “Bright Light” awards from 1992-1994 for excellent portfolio management, customer service and job performance.

Also won the “GE Leadership Award” in 1997.

Ensured that all FDCPA/OCC rules were complied with and legal issues resolved.

Coached and mentored staff in higher positions of responsibility and productivity.

PROFESSIONAL TRAINING/EDUCATION

- Six Sigma / Black Belt trained – Green Belt Certified through General Electric.

- Malone College – Canton, Ohio - Business Administration - 1985-1988

- Proficient with Windows, MS Office, Lotus Notes, Davox/Melita Dialer’s, IEX, Avaya, Blue Pumpkin and proprietary applications.

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