Proactive and adaptive Continuous Improvement Manager

Lamar Hill

PO Box ****

LaGrange, GA *****

*********@****.*** Cell: 706-***-****

CAREER SUMMARY

Proactive and adaptive Escalations / Continuous Improvement Manager and Leader with extensive experience in managing best-in-class performance in customer service support and process improvement strategy implementation. Strengths in communications, problem-solving, relationship building, and user training/support. Expertise in industrial and organizational behavior, management strategies, development, and customer care models that consistently increase Net Promoter Score (NPS), Customer Effort Score (CES), and customer retention.

Key Skills

Operations Management

Beta Testing /Project and Process Management

Up-Selling / Sales Support / Retention

Customer Relationship Management (CRM)

Development of Training Material

Call Center Operations

Technical / User Support

Escalation Resolution

Reports and Documentation

Finance

Staffing Model Efficiency

Survey Analysis (Voice of Customer/Employee)

Change Management

E-Commerce/ SAP & ERP Software Implementation

Continuous Improvement

Project Management

PROFESSIONAL EXPERIENCE

Intrado Communications/West Corporation (InterCall), Valley, AL & West Point, GA 2014– present

Incident Commander- Life and Safety/ E9-1-1

Responsible for managing all aspects of emergency response incidents and events related to technical degradation or outages across the Intrado infrastructure

Evaluate outage reporting rules for Network Outage Reporting System (NORS) to ensure internal notifications and submission of outage reports in adherence to Federal Communication Commission thresholds

Identify and create internal tickets for process improvements that supply additional value to the business

Launch and manage technical bridge call for low to critical-priority incidents over multiple platforms, applications, and systems

Document incident activities, provide real-time notifications, and conduct post-incident reviews with Global Technical Services leadership

Orchestrate efficient resolution of a wide scope of technical to operational problems, while working independently and collaboratively within the development and business organizations

Maintain command of resources, while using management principles to provide direction to cross-functional teams during critical outage events affecting production

Notification & Incident Communications Management /Unified Communications Services Supervisor

Communicate technical outages, impacting maintenance, post-mortem root cause analysis, and corrective measures taken to resolve audio, video, and any service interruption from global platforms and data centers

Craft preliminary and final Root Cause Analysis documentation for impacted clients, sales teams, and senior leadership

Establish/Join internal technical discussion bridges during real-time outages to assess client impact and disseminate timely updates to clients and internal groups.

Administer communication and proactive delivery of notifications for upcoming maintenance events, outages, and real-time posting of service outages to our Live Dashboard for Life and Safety (E911), Education, Utilities, and Unified Communications.

Author and produce Quality data analysis

Communicate and present critical initiatives and implementation strategies to clients, key stakeholders, and across all levels of the organization

Web, Video, and Streaming Quality Supervisor/ North America Quality Manager for Vodafone

Oversee and ensure effective service and product delivery related to conferencing events delivered via various platforms.

Appointed as North American Quality Manager for an individual high profile international client (+$500M annual revenue) –oversaw B2B relationship with Strategic Service Manager, coordinated quality testing for audio, web, video, and streaming with local and international carriers utilized by the client, align consistent client engagement between North America, APAC, and EMEA, and provide weekly analytics to CEO, Executive Staff, and client stakeholders

Responsible for Net Promoter Scores and Customer Effort surveys for Quality Unattended

Investigate and research quality defects that impact video and streaming events and webcasts

Organize and proactively provide comprehensive Reason of Failure reports to client – detailing root cause, corrective and preventative action.

Serve as the Project Lead for North America Quality Operations for LEAN implementation and departmental improvements

Employ SAP and ERP software for Quality checks for sale and procurement of software licenses, audio/video bridge optimization, and event operator assignment

Work collaboratively with internal management and staff to ensure platform products and services meet both internal and external requirements (including legal compliance and customer expectation)

Develop and analyze statistical data and product specifications to determine standards and establish quality and reliability expectancy of finished products.

Manage and maintain Client Profiles for the proactive receipt of Outage and Maintenance Notifications

Provide technical and statistical expertise to teams and interpret quality control philosophy to key personnel within the company

Post Call Services Associate West Point, GA 2014 - 2015

Ensure resolution and delivery of many reporting and audio aspects of the post-call service to clients. Review custom edits of extremely sensitive and confidential phone/audio conferences. Provide a detailed summary of speakers and attendees.

Ensured proper delivery of requested post-call reports, edits, or audio files

Set up and delivered various audio formats to customized FTP sites or CDs for clients to support conference retrieval

Supplied detailed reporting on conference call participants and callers accessing recorded playback calls

Operated and used multiple audio/voice manipulation software to produce high-quality and seamless final conference recording

Amazon.com, Inc. Newnan, GA 2021 –2022

Warehouse Fulfillment Associate – Stower (Indirect Level 5)

Manage inbound inventory control and efficient space utilization by supporting high productivity, organization, and internal quality objectives.

Produce consistent week-over-week increases in the quantity of items handled productivity measures

Continue to increase overall job knowledge and cross-train at other key inbound positions (ex. Water Spider, Tote Inject, various indirect roles in the Mod and the dock)

Practice safety procedures and promote a “Think Safe” approach within the work environment and parking lot to produce WINS. (Discovered a large metal plumbing bolt placed on top of an overhead bin – reported to facilities to inspect overhead piping and to remove the bolt from the third-floor workspace)

Adhere to workflow and product inspection protocols to identify and report defective equipment and damaged products.

Scan and place inbound products and merchandise in appropriate storage locations for customer procurement.

VoiceSys, LaGrange, GA 2009– 2014

Author / Business Strategies Consultant

Drafted technical manuscripts and managed sales activity for automated phone engagement strategy for companies, organizations, and the entertainment industry.

Published self-help business tool entitled The JobFit (nominated Amazon’s best new author of the month – August 2013)

Conducted instructional workshops for career seekers entering/re-entering the competitive job market

Implemented engagement strategies for various industries via automated phone messaging and phone survey

Provided comprehensive data and intelligence from survey results and customer feedback

Developed and designed mobile phone applications for Android, Apple, and Blackberry operating systems

Implemented dialing strategies for National elections, mayoral campaigns, school systems, inclement weather broadcasts, appointments, and medical reminders

SERVICEMASTER, Memphis, TN & LaGrange, GA 2003 – 2012

Continuous Improvement / Service Resolution (Escalations) Group Manager 2006 – 2012

Ensured work order completion for assigned unfulfilled or dissatisfied work orders. $750M annual revenue; 2.5M service work orders placed by customers annually.

Consistently exceeded $2M yearly budgetary guidelines by saving 12% – 25% annually.

Recognized for six consecutive years of exceeding productivity goals based on the volume of customers proactively engaged and managed by special workgroups driven by Voice of Customer initiatives.

Achieved unmatched post-service NPS scores within the company (case management customers averaged 45% NPS for the year 2011; the company averaged 11% NPS) by implementing an initiative-taking case management approach for target customers based on perceived escalation potential, resulting in positive feedback from clients and State Attorney Generals

Expanded case management approach to encompass emergency service work orders and all work orders dispatched within 48 hours, progressively raising business unit NPS by 340 basis points (2009 ~ NPS (-15); 2012 ~ NPS (19)).

Served as project lead, subject matter expert (SME), business unit trainer, and on-site tech support for deployment of Oracle-based CRM platform with an average cost of $25K per user (estimated impact of $50M deployment cost), ensuring on-time release and prompting additional design and plans to integrate sister companies for cross-branding and marketing opportunities.

Demonstrated keen insight into business processes, cross-training efficiencies, and overall contact center operations, leading to restructuring, which placed 3 Project Managers and 2 Case Management Group Supervisors under day-to-day direction.

Noted as exemplary in associate survey results (Voice of Employee (VOE) and Voice of Associate (VOA)), consistently exceeding goals; surpassed goal 3 of 6 years with a high rating of 93%.

Pioneered continuous improvement for e-commerce implementation, customer satisfaction, problem resolution, and sales retention. Ultimately cross-functionally reported to Sr. VP of Service, Sr. VP of Customer Experience / Business Improvement, and Sr. VP of Quality Assurance and Training.

Maintained annual turnover of less than 3% (LTD 6% turnover from 2006 – 2012)

Authorizations Supervisor 2003 – 2006

Oversaw the approval and denial of warranty claims for a group of 50 Authorizers. Cost control accounted for $1.5M per day ($375M annually).

Appointed as Authorization Representative of a cross-functional team, which reported quarterly to Senior Leadership, based on performance as an interim department manager.

Implemented reporting dashboard with provided on-demand summary roll-up, leading to the development of a similar reporting style across the entire organization.

Provided assistance in communicating and understanding Authorization influence by serving as SME for other departmental projects, including Purchasing and Contractor Relations

VICTORY FORD, LM, LaGrange, GA 2001 – 2003

E-Commerce Sales Director

Launched an internet sales presence to the newly acquired dealership. Appointed as Secondary Finance Manager.

Generated an additional 3.5 sold units per week and implemented a customer database for use in targeted marketing.

Received Blue Oval Certification within three months; nominated by General Manager due to commendation letters received from customers and exceeding five out of five ratings on customer satisfaction surveys for more than 80% of clients. The minimal requirement of one of year service was waived.

Targeted and developed effective B2B relationships to increase fleet purchases for the dealership

ADDITIONAL PROFESSIONAL EXPERIENCE

ASK. TELEMARKETING, Montgomery, AL 1999 – 2001

-Special Accounts Campaign Manager

-Floor Supervisor – Sales

Manpower, Enterprise AL1999 – 2000

-Staffing Specialist (Industrial Training and Testing)

ASSOCIATE’S FINANCIAL, Ford Motor Credit Company (FMCC), Andalusia, AL 1995 – 1999

-Regional Real Estate Manager – Alabama Region

-Branch Manager, Real Estate Lending

EDUCATION

BS (BSAD), Business Administrations/Management, Auburn University, Auburn, AL

MASTER OF SCIENCE, INDUSTRIAL & ORGANIZATIONAL PSYCHOLOGY, NorthCentral University (2021) Prescott Valley, AZ

PROFESSIONAL DEVELOPMENT AND CERTIFICATIONS

Six Sigma Black /Green Belt

Project Management (Expert Rating)

Robbins-Madanes Training (SI.)

Dale Carnegie Communications

Foundations of Leadership

Applications of Leadership

Coaching – Skill-Based Culture

Employment Law Courses

Interpersonal Skills and ITIL trained

John Maxwell’s 17 Laws Of Teamwork

Adapting To Change / Retaining Talent (DDI)

Essentials of Leadership (DDI)

AWARDS

Premium Performance Award, 1997 – 1998

Good Trooper Award, 2003

Amazon’s Best New Author Nomination (August ’13)

Elected to President’s Association, 1997

“Tops Performance” Award, 1996 – 1997 and 2000

Received commendation letters from Pres. Obama and Gov Romney for phone campaign assistance

COMPUTER SKILLS

Microsoft Office Suite (Word, Excel, PowerPoint, Access, & Outlook)

Voicent Software

Website Design and maintenance

Cisco WebEx

CRM software and hardware troubleshooting (Oracle/Siebel)

Technical Troubleshooting (Support-Helpdesk)

Staffing software (IEX & Verient)

Confluence /Jira (Atlassian)

Skype for Business

References Available Upon Request

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