Management Information Technology
Resume:
BARBARA L. HADLEY
*** ******** ***** 519-***-****
Kitchener, Ontario ******.****@*****.***
N2R 1X4 http://ca.linkedin.com/pub/hadleybarbara
SUMMARY
Dynamic, customer-focused Executive Leader with over 20 years of progressive experience in the Call Centre industry. Expertise in call center management, including service level management, performance management, service quality, customer satisfaction, budget management, strategic planning, process documentation, innovation and technology management. Demonstrated ability to work closely with associates and clients of diverse backgrounds, building strong relationships, to meet corporate objectives.
* Customer focused * Concise decision maker * Process oriented
* Goal Oriented * Team builder * Self-motivated strategist
* Innovative * Committed to excellence * Analytical
PROFESSIONAL ACCOMPLISHMENTS
Department Management
* Ensured call center metrics were met or exceeded within resource allocations.
* Reduced complaint handling time by 60%.
* Focused team’s attention on customer satisfaction using customer surveys and comments, 95% of respondents rated the service as “highly satisfied”.
* Ensured staff satisfaction levels as measured by employee engagement surveys.
* Identified and documented over 300 different software applications used within the company.
* Ensured that all computer applications were appropriately managed to meet corporate privacy and financial controls requirements.
* Collaborated with Client Services to ensure that client requirements/expectations were met.
* Attended client meetings and managed vendor relationships.
* Delegate on a regional committee responsible for the research and selection of innovative technologies for use in a call centre environment.
People Management
* Vice President for a team of 200 associates in the Service Delivery (call centre and claim processing departments) and a team of 20 associates in Information Technology.
* Responsible for hiring, training, service quality and performance management.
* Identified and documented skills required to manage existing and planned technologies.
Budget Management
* Managed departmental budget of 2M to 10M for 20 years.
* Reduced cost of technical claims processing by 15% through self-service functions and decrease the response time to customers by 50%.
* Creatively addressed a staff and skill shortage situation by using 2 outsourcing companies (one for written correspondence and one for verbal services). Improved response times by more than 50% while reducing cost of services.
Corporate Risk Management
* Executive responsible for Business Continuity Planning and Privacy from 2005-2010
* Responsible for the implementation of the corporate disaster recovery solution to support Operations 24/7/365. Coordinated solution where possible with US regional headquarters.
* Responsible for corporate implementation, documentation, training, and adherence to privacy legislation and security requirements including PIPEDA, HIPPA, General Information System security, Credit card security (PCI DSS), Government security “Protect B”.
Executive Management
* Member of the Senior Executive team from 2002-2011
* Exceeded corporate objectives for each of the past 5 years for corporate profitability, customer satisfaction, employee engagement, innovation.
* Provided input to corporate strategy and direction.
* Member of corporate risk management team.
* Executive sponsor for Innovation Committee (2006-2010), responsible for the implementation of over 100 employee generated ideas.
* Executive sponsor for Wellness Committee (2010-2011).
* Member of Corporate relocation committee (2005-2007).
Process Engineering and Documentation
* Insurance recoveries project resulted in a 200% year over year increase in recovered funds, with a sustained 3% growth rate
* Collected and documented both internal and external customers’ expectations.
* Streamlined processes using re-engineering tools.
* Recommended and implemented computer system changes to automate processes.
* Documented SOP to ensure appropriate training and workflow management.
* Implemented online claims submission
* Managed technology implementation.
* Documented new workflow processes for staff.
* Reduced cycle time by 50%.
* Implemented OPEX (process engineering technique) in the IT department.
* Reviewed and documented 5 major processes, resulting in
* 50% reduction in variable IT costs by matching the SLA requirements to the services provided.
* 10% reduction in quality errors that were identified during user testing.
Implemented ITIL practices
* Enabled consistent practices locally and internationally.
* Enhanced communication through monthly team meeting, weekly departmental meetings and daily on-line communications
* Reduced cost of rework by 25% through process and quality management.
* Introduced Service Delivery Lifecycle to ensure effective promotion and change management.
Implemented Business Requirements Process (BRD)
* Documented process, trained IT staff and company management in new techniques.
* Decreased change requests after project scope sign off by 60%.
* Decreased quality issues during customer acceptance testing by 50%.
PROFESSIONAL EXPERIENCE
ALLIANZ GLOBAL ASSISTANCE, KITCHENER, ON
FORMERLY MONDIAL ASSISTANCE 2010-2011
Vice President Information Technology
ALLIANZ GLOBAL ASSISTANCE, KITCHENER, ON
FORMERLY MONDIAL ASSISTANCE 2007-2010
Vice President Operations and Information Technology
ALLIANZ GLOBAL ASSISTANCE, KITCHENER, ON
FORMERLY, WORLD ACCESS, CANADA
Vice President Operations 2002–2007
ALLIANZ GLOBAL ASSISTANCE, KITCHENER, ON
FORMERLY, WORLD ACCESS, CANADA 2000-2002
Freelance Consultant
CERTIFICATIONS
Strategic Call Center Manager – ICMI – 2005, renewed in 2011
ITIL Foundation – 2009
Allianz Operational Excellence (OPEX) - 2009
COMPUTER SKILLS
Proficient in MS Word, Excel, Powerpoint, Outlook. User level experience with Sharepoint and Brightworks.
EDUCATION AND PROFESSIONAL DEVELOPMENT
Project Management – PMBOK – Vs. 4 - Soft Skills – 2011
Strategic Information Technology Planning for Business – York University – 2010
Enterprise Architectural System Design – York University – 2007
Executive Leadership Training – Seven Habits of Effective Executives - 2006
ICMI Call Center Management Courses – 2005
Associate Degree, Finance, Gateway Technical College, Racine, Wisconsin, USA
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