For a position in management
Performance Capsule
"Great job leading the site through the . . . town halls and especially on how you lead each and every day!"
"Great job leading the site through the . . . town halls and especially on how you lead each and every day!"
C.G., Senior Vice President, Claims Operations
Operations Management utilizes my experience and skills:
- Excellent operations leadership, consistently exceeding desired results
- Demonstrated ability to lead and manage multiple projects
- Highly effective at coaching and developing leaders
- Expert in analysis of performance trends and development of tactical plans
CORE COMPETENCIES
Call Center Operations Credit Card Business Customer Service & Sales Strategies
Financial & Performance Analysis Executive Presentations Leadership Development
Operations & Personnel Management Quality & Productivity Fundamentals Strategic Planning
Financial & Performance Analysis Executive Presentations Leadership Development
Operations & Personnel Management Quality & Productivity Fundamentals Strategic Planning
EDUCATION
Masters in Business Administration, Seattle University, Seattle, WA, 1996.
Bachelor of Arts in Business Administration, Washington State University, Pullman, WA, 1993
Bachelor of Arts in Business Administration, Washington State University, Pullman, WA, 1993
EXPERIENCE
Bank of America, Tampa, FL, 1993 to Present
Senior Vice President, Electronic Claims Services Site Executive, Card Services, 2004 to Present. Manage a call center specializing in ATM, Debit Card, and other electronic non-fraud disputes, with oversight for the Phoenix, AZ and Concord, CA call centers. Identify and develop process improvements to increase customer satisfaction and efficiency. Drive associates’ satisfaction and encourage retention through leadership training and personal development. Analyze business performance and develop action plans for identified opportunities, compliance and risk management; and administer all financial and personnel functions including compensation planning, incentive planning, recruiting processes, and performance management routines. Led components of Process Excellence, designed for improving the end-to-end claims process. Delegated tasks in organizational re-design, measurement and reporting, call delivery and routing, and associate learning and development initiatives.
Senior Vice President, Electronic Claims Services Site Executive, Card Services, 2004 to Present. Manage a call center specializing in ATM, Debit Card, and other electronic non-fraud disputes, with oversight for the Phoenix, AZ and Concord, CA call centers. Identify and develop process improvements to increase customer satisfaction and efficiency. Drive associates’ satisfaction and encourage retention through leadership training and personal development. Analyze business performance and develop action plans for identified opportunities, compliance and risk management; and administer all financial and personnel functions including compensation planning, incentive planning, recruiting processes, and performance management routines. Led components of Process Excellence, designed for improving the end-to-end claims process. Delegated tasks in organizational re-design, measurement and reporting, call delivery and routing, and associate learning and development initiatives.
MANAGEMENT
• Directed 120% increase in call volume and FTE, while improving key operational metrics
• Increased process efficiency from 72% to 85%
• Reduced "process help" type questions to the escalation team from 70% to 45%
• Exceeded service level goals (% of calls answered in 30 sec) for 11 of 12 months - 2007
PROFITABILITY
• Manage expenses and productivity to achieve a $35MM annualized financial plan
• Reduced costs by $6MM through productivity and call volume reductions
SUPERVISION
• 350 full-time equivalent (FTE) employees, with oversight for an additional 300 handling over 500,000 calls per month
• Increased leader success rate (reduced performance variation) from 69% to 83% in 2007
• Increased associate satisfaction from 87% to 93% on the Annual Survey in 2007
• Reduced unplanned absences from 10.1% to 5% in 2007
• Directed 120% increase in call volume and FTE, while improving key operational metrics
• Increased process efficiency from 72% to 85%
• Reduced "process help" type questions to the escalation team from 70% to 45%
• Exceeded service level goals (% of calls answered in 30 sec) for 11 of 12 months - 2007
PROFITABILITY
• Manage expenses and productivity to achieve a $35MM annualized financial plan
• Reduced costs by $6MM through productivity and call volume reductions
SUPERVISION
• 350 full-time equivalent (FTE) employees, with oversight for an additional 300 handling over 500,000 calls per month
• Increased leader success rate (reduced performance variation) from 69% to 83% in 2007
• Increased associate satisfaction from 87% to 93% on the Annual Survey in 2007
• Reduced unplanned absences from 10.1% to 5% in 2007
"Your charisma and passion are a key element to our success. Thank you for motivating and for engaging our hearts and minds towards reaching our company's goals . . ." - R.M., Customer Service Team Manager