• Operations Management •Project Management • Consultant • Leadership • Education

Summary

Over 25 plus years of customer service operations leadership, with 10 years of progressive Contact Center leadership and 7 years of workforce management and strategic planning. Currently direct a virtual team of workforce management professionals accountable for all North American operations for one of the Big 3 auto manufactures. Accountable for over 60 programs, providing guidance to operational leadership, human resources and finance, by providing tactical and strategic planning, scheduling, staffing recommendations, and capacity planning. This encompasses staff in excess 1800 across in North American, an annual budget in excess of 50 million dollars in a contractual Business Partner Operations.

Skills Profile

Multi- Site Management

Lean certified

Cost reduction

Complex project management

Relevant Experience and Accomplishments

Projects / Innovations

Created onboarding process for company acquisitions to incorporate into workforce management models. This process reduced the learning curve by 30% to 40% over prior methodology depending on the size of the new account.

Oversaw a new process to create marketing & sales communications related to Group Medicare enrollments & renewals for all US markets as a lean project saving $1.5 million dollars over 3 years

Employment

Percepta Dearborn, MI 2016 – Present

Work Force Management (WFM) Manager

Direct multiple teams with different scopes of strategic planning, tactical planning, scheduling, budgets, reporting and real time monitoring teams

Oversee the aggregation and delivery of quarterly business reviews by program to business partner

Create visibility for a number of specific Key Performance Indicators (KPI) such as utilizations, service level, attrition, shrinkage

Provide guidance and recommendations for operational changes in directional changes and key service drivers

Programs planning service in a diverse group of channels; phone, e mail, chat, social media, white mail, from a variety of sources from both internal and external customers as well as business to business support

Provide line of sight for monthly budget by work stream to identify month to date, year to date and annual expenditures

Oversee the building, processing, and approval for annual statements of work for upcoming fiscal business plans

Chair a variety of projects with direct impact on planning from software changes, vendor changes, new program implementation, and migrations of plans to increase economies of scale

Employment

LG&E-KU Louisville, KY 2013 – 2016

Contact Center Business Analyst

Oversee WFM operations for Business & Residential all for 6 call centers across the state of Kentucky

Responsible for Workforce Management (WFM) Tactical team of 4 administrative workers

Deliver call forecasts, service projections & schedules to meet staffing needs for all 6 call centers

Coordinate mutual assistance between Business & Residential call center with the business offices during peak volume periods allowing for 10% increase in staff utilization across customer service organization

Reporting metrics created awareness down to the agent level & reduced staffing need by 5 %

Led multiple State Utility Commission Service Level adherence standards for the last 2 years

Assist Operational Management team in defining standard operating procedures related to call processes

Partnered with Human Resources for strategic staff planning and annual budgeting based on current work performance and projected performance

Partnered with IT and Telecom to upgrade phone and software from two a phone switch to one, which created incremental increases in both call performance and reporting functionality

Humana, Inc. Louisville, KY 2004 – 2013

Workforce Management Business Consultant

Forecasted for 19 million calls annually handled by 1600 employees, contractors and off shore

Provided staffing guidance to operational partners, corporate finance and senior leadership

Worked with Operational & Finance leaders to provide a long range strategic forecast for call center

Mentored Tactical Workforce Management team and provided guidance related to strategic plans

Provide capacity models used to plan for day to day scheduling, long range staffing plan, training and staff budgeting

Served as a liaison between process engineers, operations and marketing partners on IT projects

Co-chaired process improvement project that created national standardization of many of the call center core processes and procedures as related to workforce management and metrics reporting

Developed forecasting tools that allowed for greater efficiencies, when utilizing projection models

Medicare Group Enrollment Consultant

Partnered with business owners/CEO’s, sales executives & account installation managers to build the operational relationship between the insurance carrier & company that signed up for services

New account implementation, marketing materials, communications, enrollment process & renewals

Oversaw new process to create marketing & sales communications related to Group Medicare enrollments & renewals for all US markets as a lean project saving $1.5 million dollars over 3 years

Directed the redesign of marketing material distribution process that increased customer satisfaction by 12% based on customer surveys, and reduced marketing communication errors by 28% annually

Served as single point of contact for the Market Point Sales Team, Direct Market Sales, and the Customer for over 70 accounts across 23 states with a proven track record based on 91% retention rate annually

Education & Certifications

Master of Business Administration, Sullivan University, Louisville, KY - summa cum laude 2014

Bachelors of Business Administration, Ferris State University, Big Rapids, MI 1991

Lean Certification from Humana Louisville, KY certification # 2013LL000014 2013

Six Sigma Green belt trained from Humana Louisville, KY 2011

PMP certification in process at University of Louisville 2015

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