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Process Improvement Director Resume

Cincinnati, OH

SUMMARY:

Accomplished, dynamic results - oriented Senior Executive with a strong record of achievement in implementing operational strategy and best business practices to drive business performance and process optimization in call center service operations. Strengths include analysis, cross functional partnering, and relationship building.

KEY AREAS OF EXPERTISE:

  • Strategic Planning/ Operational Execution
  • Project Management
  • Business Process/Productivity Improvement
  • Fiscal Management
  • Training /Development
  • Vendor Relationship Management

PROFESSIONAL EXPERIENCE:

Process Improvement Director

Confidential, Cincinnati, OH

Responsibilities:

  • Led critical strategic initiatives to drive efficiencies and increase production across Retention and Broker Services call center operations.
  • Responsibilities included proactive identification of issues that could impact the successful execution of operations, development of key departmental communications, preparation for and facilitation of critical path meetings, and leadership of high-priority special projects.
  • Led cross-functional teams to implement a shortened renewal process, eliminating a major cause of member and broker abrasion during the annual open enrollment period for Confidential
  • Improved integration of Salesforce CRM with operational processes, reducing reporting errors by 87%
  • Directed a Retention project among Small Group Employers which resulted in a 6% lift and 32.31 ROI

Retention Manager

Confidential, Cincinnati, OH

Responsibilities:

  • Oversaw a team of Health Plan Advisors supporting the Individual Business segment.
  • Responsible for member retention by re-selling existing plans, up-selling and cross selling specialty products.
  • Established departmental policies and procedures.
  • Reviewed and resolved all complex member issues, interacting and negotiating with customer service, billing and underwriting, as needed.
  • Trained and developed Health Plan Advisors to successfully retain Confidential members during the launch of the Affordable Care Act.
  • Worked closely with business analytics team to help establish standard daily and weekly call center performance metrics.

Director of Project Management

Confidential, Cincinnati, OH

Responsibilities:

  • Led a team of project managers responsible for the successful execution of online market research projects for the world’s largest consumer packaged goods corporation.
  • Provided consultative support to internal clients on data collection methodologies, study design and questionnaire creation.
  • Scheduled, managed and prioritized workloads, and monitored project cost accounting to ensure budget and financial targets were met.
  • Ensured strategic goals of Operations division were achieved
  • Led process improvement initiatives to drive consistency and efficiency in processes, practices and tools within and across the project management teams.
  • Reduced project errors by 55%, and associated costs by 10%

Vice President of Operations

Confidential, New Port Richey, FL

Responsibilities:

  • Instrumental in developing, deploying and managing the company’s near-shore data collection operations
  • Consolidated multiple El Paso data collections operations into a single, new call center facility
  • Hired and developed a strong, results-oriented management team

Director of Custom Research Operations

Confidential, Livonia, MI

Responsibilities:

  • Instituted operations standards and best practices for market research project management, reducing costs associated with project errors by 15% year-over-year.
  • Increased average return on labor by 25% year-over-year through the implementation of operational efficiencies.

Director of Operations

Confidential, Cincinnati, OH

Responsibilities:

  • Managed several Operations departments, including Customer Service, Data and Reward Fulfillment, Global Software Support Help Desk and Facilities for this loyalty- marketing consulting firm.
  • Spearheaded and designed an enterprise Performance Improvement Initiative to minimize defects in the SDLC processes
  • Designed and implemented a strategic Program Management Office (PMO) to improve project management processes across the organization
  • Reduced turnover in the Customer Service Contact Center from 48% to 5% in a 12-month period.

General Manager

Confidential, Cincinnati, OH

Responsibilities:

  • Responsible for the ticketing operations.
  • Directed 20 exempt and non-exempt staff across multiple sites, and an annual operating budget of 16 million.
  • Increased revenue by $1.5 million through new contract negotiations.

Call Center Director

Confidential, Dallas, TX

Responsibilities:

  • Supervised 600 exempt and non-exempt staff and annual operating budget of $4 million.
  • Established baseline service level standards, and delivered cost-effective operational performance against SLA’s and objectives.

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