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Summary

Senior-level business leader with 20 years of experience driving profitability and productivity in national contact centers across various industries. Expertise includes optimizing service operations and managing multi-million-dollar P&L to reach financial and organization objectives. Create significant business growth by leveraging strong analytical skills and business acumen to reduce costs while improving performance. Excel at developing strategic and tactical plans that differentiate the customer experience and reduce customer effort. Six Sigma Green Belt. Key areas of skill include:

 Strategic Planning | Budget Oversight | Profit / Loss (P&L) Management | Service Model Implementation

Cost-per-Contact / Cost-to-Serve Improvements | Resource Management | Key Performance Indicators (KPIs)

Program Assessments | Change Management | Team Leadership / Training | Performance Management

Work Experience

20152017

Director, Business Consulting Services - Customer Care Operations

Walgreen Co.

Promoted to lead multi-site contact center strategy team consisting of 30 members and $2.4M labor budget for six centers boasting one billion contacts per year. Oversaw $22.6M project portfolio focusing on transforming customer experience across contact channels, lowering cost to serve, and reducing customer effort. Drove program effectiveness by evaluating and improving processes and performance metrics to attain KPI excellence. Managed outsourcer supporting Walgreens’ e-commerce platform.

  • Delivered $15M in run rate savings through program oversight, optimizing customer care support model through improved call containment in the IVR, improved call routing driving first call resolution (FCR), and enhanced schedule efficiency.
  • Designed and managed implementation of StoreCare call center service model supporting 8,200 stores and enabling $10M annual savings through improved time to resolution for store issues across the chain.
  • Developed and led Shared Support model consolidation, eliminating redundancies while improving efficiencies through greater rigor in operational processes, saving $40M in five years.
  • Achieved blended cost per contact 18% below budget and Net Promoter Score (NPS) 106% of target.
20112015

Program Manager - Customer Care Operations

Walgreen Co. 

Recruited for consultant role through Apex and subsequently hired full time by Walgreens to develop strategies and lead contact center programs to create multi-site customer care operations organization. Provided day-to-day strategic, financial/budget, and metrics management of 17 contact centers supporting clinical and customer operations.

  • Developed national contact center footprint strategy that decreased cost per contact by 31.6%.
    • Identified $3.1M in annual savings and reduced lease costs 30% through site consolidation.
    • Rolled out agent -from-home model eliminating capital cost to operationalize a new center and led the development of training, agent engagement, and coaching models.
  • Saved $4.1M through analysis of new business integration and $2.6M from consolidation of support activities. Improved spans of control and deployed IVR providing self-service to 50% of calls previously handled by agents.
20112011

Regional Vice President

USIS 

Managed six multi-state contact centers and field operations workforce of 475 employees covering 14 states. Ensured achievement of financial objectives by managing $77M P&L, controlling expenses, and effectively deploying resources.

  • Initiated broad-based strategies to minimize EBITDA miss due to significant reduction in government spending that decreased USIS revenue. Improved scheduling, drove higher occupancy, consolidated support functions, and closed a site after market analysis.
  • Provided guidance and training to district managers and team leaders to drive tactical plans that resulted in improved quality and customer satisfaction, reduced rework, and increased margins and employee engagement.
20062010

Regional Director of Operations

Empire Education Group

Recruited by Empire Education Group to lead expansion in Midwest, develop site directors, and improve financial, service, and sales results of regional and acquired businesses. Provided strategic oversight to 145 employees across 11 locations. Consistently achieved financial and operating metrics, managing $20.5M P&L and driving $25M in sales.

  • Consulted with executive team on creation of a centralized corporate call center to include staffing profile and model, technology, performance metrics, and forecasting, resulting in 25% increase in appointment scheduling rate and 33% labor savings from disparate model within 90 days of rollout.
  • Selected by senior vice president to lead call center improvement process post deployment. Provided recommendations on agent scheduling, results analysis, training, and best practices, achieving 7% of sales goal.
20052006

Senior Operations Manager

Nicor Services/IBT Solutions

Supervised operations of multi-site contact centers with 180 managers and agents. Prioritized improving CSAT, service-level, and sales results. Oversaw customer service, IT, QA, training, sales operations, business process outsourcing, and vendor and account management to drive revenue through sales growth and customer retention.

  • Achieved highest KPI and service performance results through development of operating procedures and departmental processes, resulting in J.D. Power & Associates Outstanding Service Award.
  • Improved sales per call by 150% through process-oriented approach measuring individual and departmental performance with resultant coaching and training to improve agent performance.
20042005

Client Relations Executive

ADP, Inc

Promoted to direct $38M P&L and 130 managers/associates across five sites servicing 22,000 clients. Managed financial results by controlling expenses and partnering with sales teams to develop/achieve revenue and sales plans. Formulated and implemented strategies to enhance client satisfaction and retention.

  • Retained $5.8M in first year of client retention strategy by pioneering best practice program which was implemented enterprise-wide.
  • Achieved top 25% industry-wide rating for employee satisfaction and boosted associate retention to 86%.
19982004

Area Vice President

ADP, Inc

Promoted to lead four regional offices in Midwest representing $24M in revenue, with 100 associates servicing 13,000 clients. Held accountability for achieving sales, revenue, expense, CSAT, and NOI targets.

  • Directed improvement of locations to exceed financial, client satisfaction, and client retention targets consistently year-over-year. Led multiple offices to receive President’s Club Awards.
  • Reengineered operational processes, reducing rework by 50% and customer complaints by 95%.
  • Received two Board of Directors Awards for performance excellence.
19971998

Service Center Director

ADP, Inc

Recruited by former employer to turnaround struggling regional flagship location. Managed Chicago Region with P&L of $8 million, 40 managers and representatives servicing 4500 clients.

  • Achieved Most Improved Award based on substantial improvements in new client satisfaction, existing client satisfaction, client retention, and sales results within first twelve months by developing strategies and supporting processes to reduce client churn, improve call center results, and operational efficiencies.
19961998

Adjunct Faculty

National Louis University

Taught Introduction to Business and Human Resources in the Bachelors Degree Program and Current Issues in Human Resources in the Graduate Degree Program.

19961998

Adjunct Faculty

Lewis University

Taught the following classes in the Bachelors Degree program.

  • Introduction to Management
  • Introduction to Marketing
  • Strategic Management
  • Service Management

Education

Sep 1992Jan 1995

MBA

Lewis University, Romeoville, IL

Concentrations in Marketing and Human Resources

Sep 1989May 1992

BA

Lewis University Romeoville, IL

Graduated with High Honors

May 2006Aug 2006

Certificate

Northern Illinois University

Six Sigma Green Belt

Certifications

20172019

Certified Customer Experience Professional (CCXP)

Customer Experience Professionals Association (CXPA)
20132019

Project Management Professional (PMP)

Project Management Institute (PMI)