Julie Harter Potts

**** ******* ** 920-***-****

Neenah, WI 54956 acy4fk@r.postjobfree.com

SENIOR OPERATIONS LEADER

Contact Center Operations Strategic Planning Client Experience Project Management Employee Relations Workforce Planning Budget Analysis Sales

A respected business partner who teams with senior leadership to improve operations, the client experience and positively impact the bottom line. Ability to leverage management experience (US and International) to develop and execute initiatives that improve productivity while maximizing client retention. A consultative style that fosters a collaborative culture with winning results.

PROFESSIONAL EXPERIENCE

PITNEY BOWES, Appleton, WI & Spokane, WA

Director of Operations (2001 to 2016)

Led Canadian Operations and US with responsibility for 700 employees including outsourced sites in Asia and Latin America.

Implemented client experience strategy utilizing survey data and improved overall metrics by 20 basis points. The Customer Service groups exceeded goals in all regions.

Led corporate consolidation efforts to reduce the US footprint over several years from 5 sites to 1 site in Appleton WI, accomplished through process improvements, outsourcing and channel deflection to the web. Utilized Six Sigma methodology to achieve objectives.

Member of a multi-functional team that included finance, IT, operations, and marketing to develop vendor strategy; including cost benefit analysis, vendor and site selection. Successfully executed strategy, outsourced 95% of the service group and back office areas to sites in India, the Philippines and Panama, while maintaining client experience metrics.

Day to day vendor management of Billing, Client Service, and Back Office work with several vendors in several countries.

Created productivity initiatives reduced overall operations budget by 10% year over year for a period of 6 years.

Partnered with Learning and Development, and Human Resources to implement a New Hire Assessment tool to increase employee retention. Reduced turnover from 40% to 25% in the first 90 days of employment.

Implemented Call deflection strategies through the Web, IVR and proactive communications with the clients. Deflected 10% of call volume to self help through instructional videos on the web and chat support.

Julie Harter Potts Page 2

Operations Manager (1998 to 2001)

Managed the billing operation groups in both Appleton WI and Spokane WA with a total of 200 employees.

Led the consolidation of billing groups throughout the United States from 10 sites to 2.

Implemented a new billing system that consolidated all billing areas into one platform.

Re-engineered call flow in the billing operations area to improve responsiveness to client issues and reduce costs.

Improved collection agency performance through identifying areas of opportunity to increase dollars collected per contact.

Operations Supervisor (1997 to 1998)

Managed a team of 25 employees servicing equipment over the phones.

Implemented and managed a call avoidance strategy for field service. Improved cycle time for client equipment repair issues. Reduced overall expense for field service.

BANK OF AMERICA (Seafirst Bank), Seattle & Spokane, WA

Credit Card Division

Senior Manager (1994 to 1997)

Created and managed an overflow group consisting of senior representatives who handled overflow calls from all inbound areas to level out peaks and valleys within the call center.

Manager (1990 to 1994)

Created and Implemented dialer strategy in the call center for collecting on past due and over limit credit card accounts.

EDUCATION

Bachelor of Arts in History and Political Science

Macalester College, St Paul, MN

LEADERSHIP & DEVELOPMENT

Six Sigma Yellow Belt Certification

Leadership Practices

Project Management

OTHER

Pitney Bowes One Standard of Excellence Award

2007 Community Partnership Award from the Appleton Housing Authority for developing an Employee Assistance Home Ownership program in collaboration with county and state government.

2006 commendation from the Office of the Governor, of the State of Wisconsin, for work in expanding innovation.

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