• Service operations executive, general manager and consultant with 20 years of hands on operations and technology experience in insurance and financial services industries. Strong background in building and running some of the best call center operations in the nation. Thrives on identifying issues impacting profitability, productivity, and efficiency and formulating creative solutions to drive operational excellence. Experienced change agent and disciplined leader with exceptionally strong analytical capabilities that are uniquely complimented by strong interpersonal and team building skills
• Specialties: call center leadership, customer service, telephone sales, workforce operations, data science, statistics, analytics, call center technology, call routing, agent optimization, strategic planning, strategic sourcing, operational excellence, deploying corporate quality and productivity, transformational change, business process re-engineering, program governance, project execution, portfolio and project development, supply chain optimization, corporate and business metric development, Master Black Belt, Six Sigma, DMAIC, DMADV, Lean, voice of the customer, diversity, 1000 employee management experience,

PROFESSIONAL EXPERIENCE

Confidential

Company Profile: Hobbs Madison a financial services consulting firm specializing in business and technology strategy for clients in banking, insurance, and investment management.

Vice President, Contact Center Practice Lead Client Executive

• Financial services operations and technology strategy consultant specializing in the investment management, banking, and insurance industries.
• Guided the C-suite leadership of a regional bank through a formal bank wide assessment of all operational and support functions. Identified over 20M in cost savings and revenue enhancements and developed the roadmap staging all improvements based on impact to profitability and customer experience
• Worked with the senior Technology leadership team of an investment management company to develop the target state operating model for their Retirement Services contact centers. Developed a migration roadmap staging the transition from the current to future state in incremental waves of business value

Confidential

Company Profile: a provider of domestic and international health insurance. 19 billion Revenue 20,000 employees

Director National Regional Contact Centers

• Operational Leader for a 1200 agent call center organization. Drove change and transformed a transactional, cost-focused operation into a more customer focused and service oriented organization. Managed an annual operating budget of 53M. Developed a data strategy, balanced scorecard tool, and performance management program to accurately analyze the workforce across multiple dimensions which resulted in:
• Improved customer satisfaction scores and Net Promoter Scores by 5 / 26 respectively within first year
• Reduced the annual cost of operations by 4M/year through optimized staffing levels and agent scheduling processes
• Decreased service related performance guarantee penalty payouts by 80 per year

Confidential

Head of Customer Contact Center Operations Support

• Senior Operations Manager for a 950 person contact center. Managed a 4M annual operating budget and directly led a 50 person team delivering workforce management, quality, incentive program, reporting and analytics, continuous improvement, voice of customer, complaint management, and the program management office PMO services. Developed a data strategy, balanced scorecard tool, and performance management program to accurately analyze the workforce across multiple dimensions which resulted in:
• Improved speed to answer abandon rate service levels to highest level on record within first six months onboard
• Decreased average speed to answer to 25s from 60s reducing abandoned calls from 10 to 2.5
• Improved Top2 customer satisfaction scores to 89 from 83 and Top1 scores by 50
• Eliminated 67 of overtime cost held staffing levels flat through the optimized workforce staffing

Confidential

Confidential IT Sourcing Office

Managed a 60M/Year Offshore technology sourcing program for a Fortune 100 financial services company.

P C Lean Six Sigma

• Developed and deployed a Lean Six Sigma continuous improvement program. Managed a team portfolio of 20 projects with over 20M in expected benefits. Provided thought leadership to the Executive leadership team, identified and prioritized improvement opportunities, and coached/mentored others in continuous improvement.
• Delivered 9 MM in savings through the application of data science and Lean Six Sigma techniques
• Provided advanced training in the application of data analytics and statistics to financial services operations

Confidential

Lean Six Sigma Master Black Belt/ Operations Support Manager,

• Operations Excellence leader for Operations organization. Managed a direct staff of 5 and 20 indirect reports. Developed improvement strategies, managed the PMO and reporting and analytic functions and provided advanced training in application of data science and statistics to financial services operations.
• Improved new business submission process accuracy by 65 and reduced cycle time by 61
• Improved average medical/dental claim processing time from 27 to 7 days, reducing late payments from 41 to 1

Sourcing Vendor Manager,

• Developed, executed and managed a 25MM/year offshore outsourcing program. Solicited, negotiated and awarded more than 20 contracts. Managed overall vendor relationships and the vendor IT PMO.
• Reduced the annual IT spend by 15M

Process Improvement Expert/Lean Six Sigma Black Belt, Technology Services

• Managed 10 Information Technology process improvements projects using the Lean/Six Sigma methodology. Led coached cross functional teams reducing the cost/cycle time to develop new software/applications.
• Reduced the system response time of a commercial credit card application by more than 40 and system freezes by 25