Operations management

ANDREW T. BATZNER

Hideaway, TX 903-***-****

********@*****.***

DIRECTOR OF CUSTOMER CARE

Strategic Planning Performance Management

Motivated Operational Leader with expertise in developing and utilizing supplied departmental analytics and data reporting to achieve corporate and departmental objectives. Skilled in collaborating with all members of the organization to achieve business and financial objectives. Instrumental in streamlining and improving processes, enhancing productivity, and implementing operational solutions. Highly detailed professional with the ability to create solutions that positively impact the service, efficiency and productivity within an organization.

Data Management

Need Assessment

Team Development

Competitive Intelligence

Customer Support Services

Operational Analysis

Staffing and Recruitment

Internal System Reporting

Quality Control Analysis

PROFESS IONAL EXPER I ENCE

SUDDENLINK COMMUNICATIONS, Tyler, TX May 2010 – Present Director of Customer Care (May 2011-Present)

Responsible for determining call center operational strategies by conducting needs assessments, capacity planning and cost/benefit analysis.

Manage and lead the operational activities for a remote site of 60 employees including the management team.

Successfully achieve customer service objectives through the development and implementation of strategic plans and reviews.

Implement quality and customer service standards through problem resolution and feedback.

Provide leadership through the monitoring of performance, training, scheduling, defining operational metrics, establishing job expectations and requirements as well as enforcing company policies and procedures.

Manage system/process improvement and quality assurance programs.

Effectively meet call center financial objectives through scheduling expenditures and analyzing variances.

Accomplish organization goals by exploring opportunities that add value to job accomplishments.

Improve customer service through the design and re-design of processes, monitoring results and implementing changes as required.

Manager, Account Services (June 2010-May 2011)

Responsible for the development and coaching of elite supervisors

Managed and organized business objectives which included managing personnel attrition, setting department goals and ensuring the overall efficiency and performance of employees.

Provide prompt resolution of department problems and obstacle, implementing improvement strategies.

Identify business opportunities and proactively design and implements action plans to mitigate disruption to the department.

Successfully exceeded sales goals and targets and increased employee retention MEDICAN DEVELOPMENTS, Medicine Hat, AB Dec 2007 – Jan 2010 Management Consultant

Provided strategic and objective leadership and guidance to assist the organization in improving productivity and overall performance.

ANDREW T. BATZNER

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Perform audits of Medican’s current management structure and methods through analysis and consultation with management

Designed and developed recommendations for reporting guidelines that initiated strategic feedback which assisted in the achievement of company objectives and maximized profitability.

Offered suggestions for strategic planning for short and long term initiatives in order to initiate evaluations and feedback as well as course correction as market conditions evolved. TARGET CORPORATION, Cedar Hill, TX/ Green Bay WI May 2000-Oct 2007 Store Team Leader

Responsible for the development of sales strategies, merchandising, operations and personnel management.

Effectively drove staffing and personnel efforts including interviewing, hiring and training of over 150 employees for the opening of a new store.

Ensured compliance with customer service standards such as merchandising presentation, signage, recovery and cleanliness were maintained and in line with company policies and procedures.

Utilized company reports and tools in order to identify opportunities for improvement.

Directed merchandising initiatives and ensured reconciliation of all inventory transactions.

Consistently met payroll and expense budgets which in turn increased profitability. Key Accomplishments:

Nominated by District Team Lead to be an assessor at Target Leadership Academy

Awarded Golden Contribution for operational excellence for fiscal 2003, 2004 and 2005

Enhanced our districts profitability by beating our district controllable expense budget by over $100,000 in 2006

Nominated as District Assessment Captain for 2004 supervising a team of 8 executives in assessing operational performance and compliance of the stores within our district.

Received the top operational index award for our district for fiscal 2004 and 2005 EDUCAT ION & CREDENT I ALS

Masters of Business Administration, University of Wisconsin, Oshkosh, WI Bachelor of Business Administration in Finance, University of Wisconsin, Oshkosh, WI

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