Sales Associate Call Center
Resume:
John R. Glennon Jr *** Old Great Road
North Smithfield, RI 02896
****.*.*******.**@*****.***
Call Center Manager Principal Program Manager Lean Management Business Improvement Operational Excellence Change Management
Experience
National Grid – Principal Program Manager of Critical Programs December 2017 – Present
Management of $385m portfolio of critical programs to the US business
Coached program leads on project management tools and techniques
Manage the reporting cycle and messaging to CEO and Senior Executives
Identified overlap in resource allocation and mitigated risk
Track burn rate of funds on individual programs
Citizens Bank – Business Improvement Consultant, Vice President June 2017 – December 2017
Drive business improvement through process automation (blue prism)
Customer Loyalty – Embed a customer driven culture
Business Partnership – Drive awareness and collaboration
Finance Management – Deliver against strategic initiatives within budget/forecast
Risk & Control – Meet service levels for customers and colleagues while maintaining effective controls
Management & Staff Development – Increase capability of colleagues through improvement engagements
Project Management – Ownership for successful delivery of change initiatives Unipart Expert Practices – Senior Coach Practitioner January 2015 – June 2017
Client Management - Building coaching relationships, raising capability of client organization
Project Management - Coaching practitioners through the successful completion of performance excellence projects
Consultancy Delivery - All contractual obligations including training, coaching, and value creation targets
Delivered $17M in type 1 savings (incremental revenue) and implemented process controls to sustain
Built PMO for $200M critical investments with executive performance review
Lead improvement activities across large customer delivery processes
Developed colleagues to deliver performance routines across their target areas with robust dash board metrics
Facilitated trainings on performance excellence framework key techniques Citizens Bank – Senior Lean Change Agent, Assistant Vice President September 2012 – January 2015
Responsible for coaching and development of Executive Leadership and Lean Change Agents (LCAs)
Delivering sustainable Lean transformations with efficiency gains
Challenging BAU while keeping a focus on risk controls, efficiency, and above all successful delivery to customers
Work with Business Partners to build productive relationships to drive sustainable cultural change
Facilitated Senior Decision-Making Groups through each phase of a Lean transformation
Delivered cross-site Mindsets & Behaviors (M & B) workshops with executive leadership
Delivered a positive impact to M&B scores
Developed a customer as well as a business partner satisfaction survey
Provided ongoing coaching toward CI sustainability efforts for six business areas post transformation
Challenged business leaders to support problem solving efforts by using a go and see approach Citizens Bank – Lean Change Agent, Officer
June 2011 – September 2012
Engaging colleagues at all levels to find better ways of delivering for our customers
Deliver improvements to customer experience, colleague engagement and capability and the creation of capacity
Embed a culture of continuous improvement to drive business performance
Coaching and support of LLCAs and business line leaders through delivery of training and 1:1 coaching
Build capability of self and others in Lean technical and soft skills
Increased manager coaching time from 13% to 31%
Worked with leaders to bring the voice of customer closer to everyday production across multiple areas
Coached managers to role model continuous improvement activities
Increased Mindsets and Behaviors scores from 3.2 to 3.5 (scale from 1 to 5) by coaching managers and colleagues through performance discussions and open feedback and change communications Citizens Bank – Colleague Assist Line – Research and Adjustments Manager August 2005 – June 2011
Assisting colleagues and customers with product and service issues
Responsible for assessment of job performance for colleagues within the department
Research of monetary transactions, affidavits of fraud, interest adjustments and bank documentation
Identifying and preventing possible bank losses by analyzing existing issues and identifying trends
Improved everyday reporting (moving adherence, daily stats, and quality reporting from manual tracking to electronic)
Developed training for research and servicing tasks as new skills were introduced
Collaborated with business partners to improve delivery for our customers Prior Experience
1997 – 2005
Sales associate and department manager for The Home Depot in Bellingham, MA
Sales specialist and store manager for The Leather Center furniture stores in Warwick, RI & N. Attleboro, MA
Restaurant manager for The Broaster House Restaurant in Woonsocket, RI In-store personal banker for Citizens Bank in Cumberland, RI Education
BLACKSTONE MILLVILLE REGIONAL HIGH SCHOOL – BLACKSTONE, MA
COMPUTER PROGRAMMING
COMPUTER GRAPHICS 1 AND 2
BRYANT UNIVERSITY EXECUTIVE DEVELOPMENT PROGRAM – SMITHFIELD, RI
CERTIFICATE IN BUSINESS MANAGEMENT
CERTIFICATE IN LEAN MANAGEMENT
RBS CITIZENS BANK & LEAN PROGRAM TRAINING – CRANSTON, RI
SENIOR CHANGE AGENT – LCS LEVEL 2A, ACCREDITED BY CITIZENS ENDORSED BY CARDIFF UNIVERSITY
HANDS ON DEVELOPMENT OF TOOLS AND SKILLS AS WELL AS LEAN METHODOLOGY
MCKINSEY COMMUNICATION TRAINING
GREEN BELT TRAINING
WORK-OUT CHAMPION & FACILITATOR TRAINING
PROFICIENT IN CSM AND CALL CENTER SYSTEMS (AVAYA, CMS SUPERVISOR, VECTOR) I have delivered more than 300 hours of training on Lean tools and methods including: Lean Leadership Standard Work
Language Training Flexible Manpower Systems
High Performing Teams L.I.F.E. Skills
Influencing & Role Modeling Span of Control
Change Story 5S
Learning to See Coaching & Effective Feedback
Wastes & Constraints Visual Management
Value Stream Mapping Performance Dialogue
Voice of customer Process Confirmation
Performance Management System Skills Matrix
Overall Process Efficiency (OPE) Tactical Implementation Plan Pyramid Communication Intro to Training & Facilitation Model Day (leader standard work) Quality Management Key Performance Indicators & Performance Hierarchy Quick Changeover Root Cause Problem Solving MBTI (Myers Briggs Type Indicator) I have also invested more than 4000 hours coaching Lean change agents, colleagues, managers and executives to improve their ways of working.
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