Customer Service Manager

David R. Schluter

Over ** years of Contact Center leadership with a gauntlet of digital Technology, Cloud based Telephony IaaS, API Predictive Analytics, and LSS Process (Certified Blackbelt), Unified Communication CCaaS operations experience.

Strategic Accomplishments

Lead10 Contact Center (CCaaS) LSS process excellent projects leveraging Cloud based telephony architecture.

Conceptualized an end-to-end Cloud Based SaaS Data Automation AI Analytics ecommerce strategy improving CX.

Deployed machine learning cognitive computing method while leveraging self-serve API predictive analytics.

Over 18 years of Contact Center and WFM Capacity Planning CX operational experience. 10 years focusing on LSS Methodology (DMAIC Process) and digital transactional variation.

Expert level experience with cloud based predicative IVR, ACD, PBX, DTMF and skills based routing IaaS.

Successfully managed 6 BPO CCaaS (600 FTE) that generated over $15M annually leveraging predictive analytics, cloud based PaaS and destination call routing (DCR).

Managed 650 FTE Unified Communication web integrated CCaaS leveraging data mining predictive analytics.

Initiated advanced DCR reserve agent process with Avaya Breeze Add-on Best Services Routing (BSR) and enhanced look-ahead interflow (LAI), Call Management functionality.

Pioneered deep learning DCR with natural language CX portal automating transactional Unified Communication activity.

Lead voice authentication with predictive analytics consumer engagement project with self-service API system functionality.

Conceptualized SAP ERP system functionality integration system as a back-end system leveraging data exchange between it CRM Middleware. Successfully automated unified communications channels (chat, web, voice, SMS) to determine consumer behavior attributes and engagement propensity. Value driven with exceptional CRM cloud based AI infrastructure application experience with excellent thought management for driving process efficiency predictive modeling while driving machine learning algorithms. PROFESSIONAL EXPERIENCE

MDVIP (Largest network of preventative physicians practice and personalized primary care medicine)

• Transformed telephony architecture to maximize inbound and outbound physician affiliate and member requirements

• Designed a predictive CX forecast model to focused on optimizing API, machine learning and algorithms protocol

• Revamped WFM/telephony process that maximized skills-based routing, agent utilization and digital outbound dialing Geico Insurance Corporation (Agency)

Sr. Contact Center Consultant (December 2016- February 2019) Continuous Agency Contract Agreement Davie, Florida

• Delivered CCaaS LSS project (routing, sales, FCR) to maximized web, IVR transactional through rate opportunities

• Drove new business growth opportunities which customer engagement lead generation change process

• Redesigned customer touch points and escalation process around CSAT vs function to improve cost per click

• Designed CX sales reporting score card along with real-time data mining process for manager accountability Humana (Louisville, KT)

Sr. Voice Telecom and Contact Center Process Consultant (July 2017 – January 2018) 6-month contract

• Provided deep learning for Telecom and CCaaS Architecture that included 6,000 FTE, 17,000 TFNs, 4 ACD’s, and 225 skill groups maximizing advanced SaaS Avaya (DCR) routing and Mattersight customer specific programing.

API Predictive Analytics

Natural Language Processing

Machine Learning

Cloud and AI Software Algorithms

CCaaS

SaaS

PaaS

IaaS

Lean 6Sigma Methodology (DMIAC

CTI, SLA, KPI, SOP,

Telephony Architecture

Intelligent Skills Based Routing

Unified Communication - Machine Learning - Predictive Analytics - Artificial Intelligence - Cloud Architecture - eCommerce Conceptualized a web enabled API and

Natural Language Processing - predictive

Artificial Intelligence (CCaaS/PaaS) CX portal

leveraging Machine Learning Algorithms with

SAP, Avaya, Five 9, Salesforce Automation

along with cloud based Telephony

Architecture (Humana, Jarden Consumer

Solutions, WWT).

Associate Director Contact Center Operations and WFM (March 2019- Present) 1889 NW 12th Street, Boca Raton, FL; 773-***-****; Email: **********@*****.*** Senior Transformational Contact Center, CRM, and WFM Operations Leader

• Provided extensive DTMF/speech recognition and SMS design with predictive AI that provided intelligent skills based call routing (VDN) across 7 vendor CCaaS leveraging LSS (Gauge R&R, QFD) methodology. Point Blank Enterprise, Inc. (Paca/Protective Products/Paraclete) the largest Body Armor company globally! Director Customer Support – Pompano Beach, Florida (B2B) 2012- 2015

• Lead company acquisition change management CX strategy by automating Unified Communication channels

• Engineered predicative API, IVR authentication and CRM analytics process improving CX, FCR and through-put

• Designed CX portal improving performance, transactional order mgmt while improving marginal revenue per order

• Reengineered CX processes around customer requirements based on revenue, loyalty and propensity to churn

• Maximized NICE voice analytics across multi-skill/channel/site CCaaS. Managed (Hospitality Club Client) Resources Planning Management team with responsibility for intra-day scheduling, forecasting, & real-time call flow.

• Engineered SaaS telephony integration (CTI, IVR, ACD, PBX) and speech analytics process. Implemented WFM software best-practice strategy maximizing underutilized FTE with demand forecasting and schedule adherence. Jarden Consumer Solutions Boca Raton, Florida – D2C and D2B - (Sunbeam, Oster, Mr. Coffee, Crock-Pot, FoodSaver, Holmes) Sr. Operations & Infrastructure Manager (Multi-Site Inbound /Outbound D2C) 2006-2011

• Successfully managed BPO voice technology platform, web integrated of 600 FTE multi-site CCaaS generating $15M

• Designed skill-based routing and predictive API process that improved RPC, average order size, CPC, and FCR.

• Redesigned IVR telephony architecture that improved transactional order entry and CSTAT (Black Belt Project)

• Led multi-site consolidation project to improved CX and sale per order with self-serve web PaaS functionality

• LSS project CCaaS leader for reducing the CX cost of poor quality on product warranty and return process Alcoa Inc. Chicago, IL

Director of Contact Center (Lead 6 Multi-Site Domestic and Internationally) 2005 – 2006 (D2B-D2C) Hired by the Group President to transform CX into an integrated customer centric and cost efficient CCaaS

• Designed CRM strategy utilizing web technology, CTI, and e-response improving process efficiency (400 FTE).

• Pioneered QA/WFM strategy that reduced COPQ, order entry error ratio, and revenue per call while generated over.

$200 million in annual sales while reducing through-put and cost per Unified Communication channel. Empire Today, LLC Chicago, IL (Nation’s largest direct home improvement company) D2C General Manager Customer Service Operation s(Multi-Site Inbound/Outbound) 2004-2005

• Managed 300 FTE, 9 service supervisors, and WFM personnel across eight SBU’s

• Directly responsible for inbound/outbound customer service center that generated $400M in revenue Allstate Insurance Corporation Northbrook, IL (A property and Casualty Insurance corp.) Operations Manager (Direct Distribution-Multi-Site Inbound/Outbound Vendor Managed): 2002-2004

• Responsible for managing a 500-seat Customer Contact Center that delivered insurance services in 31 States.

• Implemented outbound sales strategy that generated $15M in annual insurance premiums Sunshine State One-Call of Florida, Inc. (Utility Location for Excavators Customer Service Center) Debary, FL Executive Director: (Inbound/Outbound) 1997-2000

• Authored the business plan and strategy for a START-UP/STATE OF THE ART inbound/outbound web-enabled contact center for Florida’s utility, telecommunications, cable, and underground contracting companies. Central Illinois Light Company (CILCO) Now Ameren Utility Industrial Account Executive 1992-1997

• Provided direct energy conservation, transformation auditing, billing/metering for Industrial, commercial customers Education: Bachelor of Business Administration Western Michigan University (Kalamazoo, MI) Master of Business Administration (MBA) University of Illinois (Champaign, IL) Technology/Software Experience:

Black Belt Models (Mini Tab), CRM Software (InContact, Siebel, SAP, Oracle, Cisco, Avaya Genesis, Breeze, Advocacy, Omni Channel, VICIdial, Salesforce Automation, Jesta, Five 9, Unicorn, Vision, Clarify, Quintus, Scopus, Impact, Kana); Phone Switch/ACD/PBX/IP/VoIP Platforms (Lucent G3R, NICE, Avaya, CISCO, Sprint); IVR Software (Conversant); Operating System (Unix, AS400, NT9) Web Enabling Tools (Web logic); PBX (Meridian, AT&T Rout-IT); Email (Kana); WFM

(Blue Pumpkin, IEX, Totalview, TCS); CTI Software (Cisco); (Lotus Notes, Prevail); Microsoft (Outlook Exchange, Excel. The Wyndham Corporation Orlando, Florida

Director Workforce Management - Customer Care Center (Direct to Consumer) 2011- 2012

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