Arntbause “Gary” Slone, DBH, MHA, MBA/MGMT

LinkedIn.com/in/gary-slone-dbh-mha-mba-9a93352b/

Phoenix, AZ § 602-***-****

admvex@r.postjobfree.com

BUSINESS PROFESSIONAL

Successful professional within development experience in Business Operation, Management, and Leadership.

I possess a positive attitude, strong organizational ability, and a can-do spirit, often researching, investigating, and analyzing various elements within and call center. Passionate and detail-oriented, drive successful results through the careful planning, implementation, and governance of performance-related strategies, while advocating on behalf of both corporate affairs and employee-related interests. Spearhead various projects and staffing initiatives, recruiting, training, and hiring personnel, based on need, specialization, and credentials.

PROFESSIONAL & FIELD EXPERIENCE

Employer Name: Safelite Solutions

Chandler, AZ. Jan 2018-May 2021

Call Center – Supervisor

Supervised an average team of 25 to 30 Call Center Agents in a fully automated call center.

Proactively identify opportunities for corrective action and counsel, discipline, and/or administer warnings to Agents when adherence to policy and Quality are not met and provided behavioral coaching.

Developed process efficiencies to improve quality, moving my team's performance from 85% to 92%.

Supervised and work directly with the department workforce analyst to assure the center has adequate staff levels. This includes hiring permanent and/or contract staff.

Met or exceeded KPIs such as AHT, customers surveys, talk-offs, internal quality monitoring, and adherence through weekly development.

Collaborated with training to facilitate a successful transition from training to the floor for agents.

Led the steps for successful interviewing, hiring, and on-boarding of new employees, creating training plans for new staff.

Proficient with MS Office (Word, Excel, PowerPoint, Visio, and Outlook).

Held 1-on-1 meetings and call breakdowns with each agent on the team.

Daily systems used Workforce Management/PeopleSoft/Workday/ Salesforce/Genesys/ADP/IVR/Verint/NICE Engage/SharePoint/Microsoft Teams.

Created and implemented individual development plans and related coaching plans to establish behaviors that will lead to improved metrics.

Worked in contact center telephony systems, produced team and agent level reporting, live time monitoring, quality assessments, and workforce management systems.

Ensured the accurate and timely management of all meetings, training, and other scheduled off-phone activity, as well as overtime and time off requests (IE: PTO, Sick Leave, FMLA).

Engaged customers directly as needed to resolve escalated service issues or facilitate customer retention.

Employer name: First Step Ministries Inc.

Director of Operations

Dec. 2014- Jan. 2018

Key Contributions:

Managed FSM budget and directly supervised the HR Manager, Office Manager, Marketing department, and 10 House Coordinators.

Cultivated & developed holistic approaches to mentoring, coaching & equipping underemployed young adults through the following core strategies: career coaching, financial literacy, mentoring, life skills, vocational rehabilitation, and social entrepreneurship.

Recognized for increasing the annual budget and organizational capacity two consecutive years by 50% through community engagement, grants, strategic partnerships, and fundraising events.

Collaborated with financial teams and accountants to study operational expenses, revenues, and cash flow.

Recruited, hired, and trained employees including performance appraisals, recommended promotions, and recognition.

Created poverty alleviation initiatives centered around career coaching, resume development workshops, mock interview sessions, and job readiness training for low to moderate income clients.

Employer Name: For the Community Services (FTCS)

JAN 2005 - DEC. 2014

President

Oversaw strategic direction and all operations of the organization.

KEY CONTRIBUTIONS:

A founded start-up that focused on the quality of behavioral health services and transportation in AZ.

Built a first-year start-up business revenue of 4.5 million.

Grew business to over 500 clients and 150 employees.

Formulated the company’s vision, goals, and objective; hired and trained new employees.

Directly supervised 8 Program Directors, Vice President, HR Manager, Quality Assurance Manager, and Billing Manager, and indirectly 150 staff members.

Negotiated, managed, and monitored contractual agreements with the Behavioral Health Agencies Magellan, Medicaid & Medicare, AHCCCS, Regional Behavioral Health Authority, Tribal/RBHA, Schools, and other BH provider networks.

EDUCATION

Doctor of Behavioral Health Management DBH

ARIZONA STATE UNIVERSITY Tempe, Arizona 2019

2017 Honor Society recipient GPA 3.5

Master of Healthcare Administration MHA

WALDEN UNIVERSITY Phoenix, Arizona 2016

2016 Golden Key International Honor Society recipient

Received Golden Key Recognition in the top 15% of the class. GPA 4.0

Master of Business Administration/ Management (MBA/MGMT)

WESTERN INTERNATIONAL UNIVERSITY Tempe, Arizona 2013

2013 Golden Key International Honor Society recipient. GPA 3.7

Bachelor of Science in Business Management

UNIVERSITY OF PHOENIX Phoenix, Arizona 2003

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