ROBERT A. MOELLERING

**** ******* ***** *****, ******** Heights, MO 63043

314-***-**** adiiwp@r.postjobfree.com www.linkedin.com/in/robertmoellering

PROFESSIONAL PROFILE

Results-oriented leader with strong experience in multi-site and global operations, management consulting and analysis in diverse industry environments. Successfully led internal and consulting teams in diverse areas such as cost reduction, revenue enhancement, customer retention, organizational development, productivity enhancement and training. Skilled in decision making, quickly identifying problems, developing effective solutions, combining strong analytical expertise with outstanding relationship building, project management, and communications skills. Successful in delivering targeted results in start-up, turnaround, consolidation and cost-reduction initiatives. Known for providing strong operational counsel to the C-Suite and all levels of management across the organization.

KEY ACCOMPLISHMENTS

Exceeded annual profitability target by more than $3MM in a $50MM revenue business unit

Improved nurse productivity by greater than 25%; reduced nurse annual attrition from 50% to 20%

Led Operations project team to deliver $12MM in expense savings in 12 months

Reduced customer service operating costs from $75MM to $45MM over 3 years

Prevented $10MM loss of premium through customer retention efforts

PROFESSIONAL BACKGROUND

CHARTER COMMUNICATIONS 2017 – Present

Director, Desktop Applications, St. Louis, MO

Ensured operational efficiency and effectiveness of all desktop applications for 4,500+ Internet/Phone customer service representatives.

• Provided operational support by leading troubleshooting for existing desktop tools.

• Partnered with IT, Operations, and Operational Readiness teams to enable tools for optimum performance

• Ensured proper training and communications were completed for all tool updates

• Worked with cross-functional teams to develop roadmaps for all relevant desktop applications

CENTENE CORPORATION 2014 – 2016

Vice President, Operations

Oversaw multi-site nurse triage and outbound call centers for health plans and external clients, including analytics and workforce management; achieved 25%+ efficiency gains in 2015.

•Led development, execution and operation of programs for health plans and external clients.

•Implemented strategic and tactical plans, exceeding financial targets 24 out of 25 months.

•Ensured compliance with all contractual requirements for state and federal regulatory agencies.

PRICEWATERHOUSECOOPERS, St. Louis, MO 2011 – 2014

Manager, Financial Services Advisory

Led consulting engagements with top banking, insurance, and asset management firms.

• Led a large, multi-year, auto loan origination system replacement project.

• Developed advisory expertise in branch and channel analytics, customer impact consulting, executive dashboard/reporting automation and contact centers.

GMAC INSURANCE, St. Louis, MO 2005 – 2011

Vice President, Operations Planning/Analytics

Responsible for all Planning and Analytics in Policy Customer Service and Sales organization, a network of multiple U.S. and global sites.

Planning and Analytics

Led large project team that reduced expenses 15% in one year and >40% over 3 years.

Designed and administered direct sales incentive plans.

Managed department (700 FTE) budgeting ($60+ MM annual spend) and financial reporting/forecasting processes.

Developed call volume forecasting, staffing models, and marketing/operations profitability models.

Robert A Moellering Page 2

• Leader of C-level reporting elements.

Produced company-wide monthly production and loss scorecard for CEO and direct reports.

Designed and reported results for company-wide agency sales incentive plans.

• Key leader for vendor relationships.

Negotiated several contracts within Operations and Pricing area (total $20+MM annual spend).

Program managed efforts to offshore 70-80% of Customer Service organization; ramp completed on time.

• Led Six Sigma-based process analysis and improvement efforts for the department.

Delivered 20%+ efficiency improvements in back office processing unit.

Designed enhancements that doubled IVR customer self-service payment volume.

Redesigned Policy Sales process that delivered 10% reduction in cost per sale.

• Responsible for company-wide, cross-functional customer retention efforts.

Led cross-functional analytical and process improvement efforts that increased company retention 2% in 2010, saving $20MM in premium.

Produced monthly company-wide retention metrics; delivered quarterly updates to C-level.

Improved early life-cycle customer Retention (first 90 days) from 82 to 84% within six months.

• Led Workforce Management organization.

Team performed call volume forecasting, scheduling and traffic control for 500+ front line personnel.

Consolidated two separate management teams to gain efficiencies.

CAPITAL ONE, Richmond, VA 2000 – 2005

Group Manager, Strategic Infrastructure

Sr. Business Manager, Rewards Vendor Management

Provided leadership in two key business roles impacting revenue and margin.

• Conducted several internal operations consulting engagements.

Led a team that developed and implemented company-wide business case and project management methodology.

Led a customer relationship management program; delivered $10MM in annual benefits.

Conducted several cost-reduction engagements; identified $20MM in annual savings from professional services spend; identified 20% reduction in Infrastructure Finance group expenses.

• Led a team that managed all Rewards outsourcing relationships; over $200MM in annual spend.

Negotiated contract worth $15MM/year that saved 12% over previous agreement.

Analyzed and identified call center savings of 20% at major vendor.

Developed Rewards Strategy ’06 Roadmap and analyzed investment costs for the roadmap.

BOOZ, ALLEN & HAMILTON, Houston, TX 1997 – 2000

Associate, Operations Management Group

Conducted management consulting assignments in governmental, professional services, baked goods, credit card processing, transportation, information technology, and chemicals industries.

• Developed functional expertise in process re-engineering, operations, organizational development, procurement, financial analysis, profit improvement, and strategy.

EARTHGRAINS COMPANY 1995 – 1997

Director of Operations, Southwest Region, Albuquerque, NM, (1996 – 1997)

Operations Manager, West Area, St. Louis, MO (1995 – 1996)

Directed manufacturing operations for plants in 3 states with $110MM annual sales.

• Formulated capital/expense budget for up to 16 plants.

• Developed Weekly Scorecard analytical tool used by manufacturing plants nationwide.

• Directed $350MM operations budgeting process for 16 operating plants.

• Recognized as #2 region in return on sales, #1 in safety.

• Managed capital project budgeting and implementation up to $4MM.

EDUCATION

MBA, Washington University, St. Louis, MO

MS, Electrical Engineering, University of Iowa

BS, with High Distinction, Chemical Engineering, University of Iowa

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