Manager Process Improvement

BRIAN ZOTTI

San Diego, CA 714-***-**** **********@*****.***

• High-performing operations executive with expertise turning around underperforming organizations, process improvement, and optimizing business performance resulting in significant cost reduction and revenue generation.

• Accomplished strategist with demonstrated ability to analyze complex situations and work through ambiguity to develop strategic roadmaps and performance benchmarks capable of delivering short and long term results.

• Executive–level customer advocate and Six Sigma leader with proven success delivering bottom line performance results by challenging the status quo and leading others to exceed performance targets:

-Revenue generation -Cost reduction

-Risk event reduction -Customer satisfaction & loyalty improvements

-Strategic project prioritization -Organizational assessment & redesign

KEY SKILLS

• Strategic Planning

• Call Center Operations

• Change Management

• Building & Leading High Performing Teams

• Multi-site & International Operations • Performance Optimization/ Six Sigma

• QA & Customer Retention

• Reorganization & Turnaround Management

• P&L and Budget Management

• Project Management

PROFESSIONAL EXPERIENCE

CORINTHIAN COLLEGES INC. (2010-PRESENT)

Vice President of Continuous Improvement (Santa Ana, CA)

Recruited by the COO to build and lead strategic shared services for the organization: Process Improvement, QA & Compliance, Business Intelligence, and the Project Management Office to support 35,000 customers and 1500 employees.

Accomplishments:

• Drove process improvement projects resulting in a >$17M cost reduction.

• Implemented self-auditing procedures. Identified and prioritized risks, instituted process controls (preventative and detective) eliminating 18 of 20 top risk events and reduced customer complaints by >70% in first year.

• Designed and implemented a Voice of the Customer methodology to identify compliance and student experience improvement opportunities; eliminated top 5 student dissatisfiers, and increased Net Promoter Score 158%.

• Reengineered sales conversion processes resulting in a 40% increase in new customer growth.

• Redesigned the Online customer product experience resulting in a >20% retention rate improvement.

KAPLAN INC. (2006-2010)

Executive Director of Operations, International (London, UK)

Transferred to Kaplan Inc.’s UK Division to turnaround an unprofitable division by introducing new products, developing a customer service strategy, streamlining operational processes, and redefining the value proposition.

Accomplishments:

• Increased revenue 220% by instituting a robust sales strategy, improved product value, and new revenue streams.

• Operating costs decreased by 30% in the first 4 months driven by shifting from paper to e-documents, improved call flow routing, staff reorganization, and implementing overtime controls.

• Student satisfaction rose significantly in quarterly surveys – 90% of respondents indicating they would recommend Kaplan to others, compared with 65%; driven by a change in teacher profiles and duties, student performance tracking, and a feedback collection process for channeling student insights to improve their experience.

Senior Director, Process Improvement & Strategic Initiatives - Kaplan University (Fort Lauderdale, FL)

Led 500+ call center employees, analysts, project managers, QA, and Work Force Management. Identified and implemented significant performance improvement initiatives through internal strategic consulting and Six Sigma methodologies; earning Kaplan’s President’s Award.

Accomplishments:

• Launched a new line of business (Military), growing the student population 900%, and the operations from 90 to 520 employees across multiple sites; earning Kaplan recognition in the Military community as an educator of choice.

• Decreased cost-to-serve/customer by 35% using Six Sigma methodologies to implement leaner processes and reducing rework.

• Reengineered the call center’s sales and channel strategy resulting in a 67% increased lead-to-sale conversion rate, a 65% improved service level, and a 30% reduction in operating costs.

• Monthly student attrition decreased from 30% to 15% driven by improved student support processes, new products designed to meet the customer’s needs, and faculty training on how to support Military students.

• Transformed back-office workflow management processes and supporting technologies resulting in significant improvements and controls reducing $6M bad debt by 85% in 6 months.

• Developed standard operating procedures, reporting, incentive plans, and process controls for a multi-channel, multi-site center resulting in decreased staff attrition and a 30% reduction in escalated events.

CAPITAL ONE BANK (1999-2006)

Senior Manager of Operations, Auto Finance Sales and Services (San Diego, CA)

Transformed the call center and back-office operations from a start-up to a strategic asset. Developed a 2 year strategic roadmap with a focus on short-term successes. Implemented sales and servicing strategies, metrics, benchmarks, reporting, incentive plans, call center processes & technology, and Quality Assurance controls.

Accomplishments:

• Developed an efficiency program resulting in increased First Call Resolution rates, optimized staffing levels, and decreased call handle times, achieving 30% cost savings, and increased customer satisfaction levels.

• Implemented and managed Workforce Management and QA teams driving coordinated forecasting & scheduling in a multi-skill, multi-site, multi-time zone call center. Implemented skills-based routing, real-time management & escalation plans, and agent monitoring processes, resulting in $5M savings.

• Oversaw the project to transition all San Diego-based operations to Texas; successfully ensured seamless continuity of business, risk mitigation, and change management activities; earning Capital One’s Circle of Excellence Award.

Senior Manager of Operations, West Coast Production Services (Seattle, WA)

Led a 24x7, 10 million pc/week production operation. Responsible for an $85M budget, managing multiple vendors, leading process improvement initiatives, and business continuity planning.

Accomplishments:

• Spearheaded a cross-functional, cross-site project team to design, test, implement, and manage workflow processes, becoming the first multi-site company to earn the USPS’ highly demanding MPTQM certification resulting in over $25M/year.

• Instituted a workflow redesign of people, processes, and systems for a 400+ person, multi-site division, reducing operating costs by $3M year over year, decreasing error rates by over 75% while driving up employee retention rates.

Senior Manager, Strategy & Analysis (Richmond, VA) – Capital One Bank

Risk Collections Manager (Richmond, VA) – Capital One Bank

EDUCATION

The College of William and Mary – BA

United States Supreme Court – Internship (<1% applicant acceptance rate)

AFFILIATIONS

The Diversionary Theatre, Board Member

The International Contact Center Institute (ICMI)

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