Manager Project
Resume:
CHRISTOPHER M. DUNHAM
Terrell, TX 75161
C: 469-***-****
*******@*****.***
PROFESSIONAL OBJECTIVES
I seek senior level representative of a company or organization to
manage, implement, or to be strategic for the organization to
transform services or process to be world class. Related objectives
would include ensuring compliance with established
implementation/conversion timelines, delivery SLA's, change
management initiatives, and other performance measurements within set
budgetary guidelines. I enjoy the ability to view business
opportunities from a consultant perspective to turn business accounts
or service centers into high performing units. I understand and use
motivation and education individuals with teams while using
accountability to achieve objectives or targets needed to grow an
account or business unit. I have always had the label of being sent
into a situation to turn it around to make it profitable and / or
high performance. I have always tried to look at tasks as a 3rd party
to define actions that were needed to be successful.
SUMMARY OF ACHIEVEMENTS
TelVista Achievements
. Largest account (425 FTE) announced as top center for 2013. (20
vendor centers) - Dec 2013
. Reduced penalties on average by 80k per month as of January 2013
going forward.
. Highest ever retention rate in July 2012 at 94%, 2012 best year on
record for Retention for center 92%.
. Met or exceeded budget April 2012 to present. Year over year
operating margin increase of 300%.
ACS Achievements
. ACS FY 2009 and 2011 President's Award winner. Increasing revenues
a minimum of 10% year over year.
. Added estimated 200 FTE in a 120 day span while increasing Quality
and FCR 112% of target in Cary, NC.
. Averaged 22% EBIT in 2009, meeting 119% of revenue target and 153%
of EBIT target in Cary, NC.
. Cary averaged in the Top 5 Quality centers out of 50 or more
vended centers from Feb 2009 - June 2009, Cary, NC.
. Increased from 375 FTE to 700 FTE in a 45 day span while
maintaining Quality and FCR, Houston, TX
. Averaged 22% EBIT in 2008 (July-Dec), 364% of revenue target and
250% of EBIT target. (Performance growth)
. #1 Vendor site out of 70 sites for Wireless Customer Care for
first 6 months of 2008 based on FCR.
. In one month (Nov 2007) have taken Wireless account from low
performer to #6 out of 41 vendor centers for Sales.
CapGemini Achievements
. Project Manager / Operations Manager / Site Director for Central
American Spanish Support Center.
. Increased CSAT 40% at Guatemala center over a 12 week period.
PROFESSIONAL EXPERIENCE
Jan 14- MedHealth - Dallas, TX
Present Director of Population Health Management
I am responsible for the direction and strategy of the
Scheduling department at MedHealth. I oversee and manage the
daily KPI's, such as Service Levels, Quality, AHT, etc. I have
doubled the amount of clinics that we support, going from 10
clinics to over 20 clinics. Services that are provided are
Recalls, Transitional Care Management, Reschedules, Appointment
Reminders, Scheduling, and Clinical Coordination campaigns and
other areas that impact NCQA. Strategically we focus on other
areas that will drive patient engagement around Clinical
Coordination for High Risk patients and areas that allow
patients to be current in other areas of their health. The
service is provided for multiple doctors' locations and assists
with referrals to specialists within the Medhealth network. Over
the past year I have made organizational changes that reduced
the labor costs by 22%. The costs savings, along with a new
billing model, have allowed the department to not have to be
subsidized by the hospital network. While reducing costs the
team has increased productivity by 25%.
Mar 12- TelVista - Dallas, TX
Jan 14 Contact Center Director
Managed a large and complex 3rd party outsourcing call centers
with responsibility of multiple accounts within same location.
Accountable for understanding of call center management,
technology, best practices, and operations. I overseen and
manage the operations of business unit(s) with overall
responsibility for the account (i.e. service delivery,
operations, Recruiting). I help manage the client relationship
ensuring customer satisfaction. Profit and loss responsibility
and overall control of planning, staffing, managing expense
priorities, and recommending and implementing changes to methods
for the business unit. Provided budget analysis, labor planning,
problem resolution and coordination of activities between client
and company personnel. Lead in creating an environment and
atmosphere where employees want to stay so that employees are
retained and customers/vendors are happy with performance.
CHRISTOPHER M. DUNHAM
20401 FM 2728
Terrell, TX 75161
C: 469-***-****
*******@*****.***
PROFESSIONAL EXPERIENCE (continued)
Sept 07- ACS - Dallas, TX - REMOTE
Mar 12 Divisional Vice President
Managed large and complex 3rd party outsourcing call centers
with responsibility of multiple accounts. Accountable for call
center management, technology, best practices, and operations. I
oversaw and managed the operations of business unit(s) with
overall responsibility for the account (i.e. service delivery,
sales, operations, IT, HR, facilities). I managed the client
relationship ensuring customer satisfaction. P&L responsibility
and overall control of planning, staffing, budgeting, managing
expense priorities, and recommending and implementing changes to
methods for the business unit. Provided budgeting, and planning,
problem resolution and coordination of activities between client
and company personnel.
Other Positions Included -
General Manager / Site Director - Jan 09 - Apr 10
Sr. Operations Manager / Assistant General Manager - Sept 07 -
Dec 08
Apr 06- CAP GEMINI ENERGY - Palestine, TX and Guatemala City,
Guatemala
Aug 07 Operations Manger / Project Manager / Consulting
Contract work for Cap Gemini for their East Texas Business /
Residential Customer Service center and Central American Spanish
Customer Service center. I took more of a consultant role with
objectives that needed to be accomplished. Centers needed
direction in becoming consistent with many objectives.
Responsible for the following: Putting processes together for
Operations, Quality, Training, Human Resources, Finance, and
owning KPI's and CSAT results for Operations. Establishing
career path for Managers and Employees; Gave input to Recruiting
and Marketing for correct employee types; Gave input on SOP's in
place for all processes and departments; Shared best practices
between centers; Maintained customer relationship building;
Established a minutes and hours mentality.
Jun 95- STREAM - Dallas, TX
Jan 06 Multiple
The following are positions that I held with Stream and can
expand on them if needed:
. Business Manager / Account Manager
. Service Delivery Manager / Operations Manager
. Senior Team Manager
. Project Manager / Client Reporting Coordinator
. Team Manager
. Mentor
. CSR / SSR
COMMUNITY EXPERIENCE
. Company Co-Ed Softball Coach YMCA - 2007 - Palestine, TX
. Batting / 3rd Base Coach Forney Baseball - 2006 - Forney, TX
. Upward Basketball Assist. Coach - 2006 - Forney, TX
. Dugout Coach Forney Baseball - 2005 - Forney, TX
. Flathead Leadership - 2003 -- Kalispell, MT
. Coach Little League Baseball - 1998 - 2000 Mesquite, TX
. Boys Scout of America - Troop helper 1999 - 2000 Mesquite, TX
REFERENCES
As requested.
EDUCATION
. University of Wyoming BA
Contact this candidate