Skills

Skills

BPO

Business process outsourcing professional with experience in healthcare and human resource outsourcing services.

Six Sigma

ROI Analysis/Business Case Development

Statistical/Mathematical Modeling

Call Center

Deep subject matter expertise in contact center technology and people management.

Operations Management

Contact center technology management including ACD, IVR, VDR, WFM, and multichannel contact systems.

Work History

Work History

Group Manager

Aon Hewitt

• Lead a team of 100 Associates, Specialists, and Managers• Responsible for client management/service delivery function for several Fortune 500 clients• Ensure consistent high quality service delivery for multiple outsourced HR services• Identify and develop new revenue enhancing opportunities• Identify and manage service center optimization and cost saving initiatives

Aug 2008 - Mar 2010

Manager - Provider/Member Services & Web Portal

HP

• Led a turn-around effort of the State of Wisconsin BadgerCare Contact Center operation

• Responsible for identifying and managing strategic optimization and customer satisfaction initiatives

• Managed a staff of 75 healthcare Consultants and Specialists

• Lead an operation providing services to approximately 1 million Members/35K Healthcare Providers

• Primary liaison between EDS and State of Wisconsin Department of Health Services

• Responsible for identifying and developing new business and revenue enhancing opportunities

• Major Accomplishments:

-Automated 15 percent of call volume utilizing a voice self-service system

-Established 15K new Provider web portal accounts within first 12 months of operation

-Generated $11 million of new business

May 2007 - Apr 2008

Principal Consultant

Witness Systems

• Performed research to determine client’s contact center strategy, strengths, and weaknesses

• Recommended strategic solutions/services to resolve contact center deficiencies

• Developed and presented supportive ROI business cases to client Senior Executives

• Provided data and speech analytics consulting and project management services

• Delivered best practice consulting services to a client base positioned in a variety of verticals

• Major Accomplishments:

-Assisted in closing over $1.5 million in sales (2007 – 2008)

Aug 1996 - May 2007

Contact Center Operations Manager

TDS Telecom

Operations Manager-Virtual Business Office, TDS-TELECOM, Madison, Wisconsin (9/99-5/07)• Managed all aspects of TDS Telecom's 1,000 agent-seat contact center support function• Managed a $10 million capital overhaul of TDS' entire contact center technology platform• Managed staff responsible for contact center technical infrastructure and availability• Managed staff responsible for demand-for-service forecasting and scheduling systems• Managed staff responsible for applications enabling the contact center• Managed a remote 70-seat, extended-hours customer care contact center• Primary IT - Contact Center liaison• Responsible for nurturing strategic vendor partnerships supporting contact center operations• Leader in defining and implementing voice and Web self-service strategy and solutions• Leader in defining organization-wide customer contact center and CRM strategy• Major Accomplishments:-Agent proficiency-based call routing increased revenues by $3 Million annually-Web and voice self-service initiatives reduced operating budget by nearly $1 Million-Maintained contact center systems availability of +99%-Achieved Exceptional performance ratings 8 of 11 years

Workforce Manager-Virtual Business Office, TDS-TELECOM, Madison, Wisconsin (9/97-9/99)• Developed call volume forecasts and staffing requirements for distributed call center• Designed and produced call center management reports • Managed all aspects of an enterprise workforce management system• Provided performance management consulting to corporate officers and general managers• Participated in developing TDS - Telecom's 5-Year Strategic Plan• Major Accomplishments:-Greenfield development of a WFM function for a 1000 seat, distributed contact center-Greenfield development and deployment of contact center reporting and analytics function-Attained world class service levels and customer satisfaction results

Business Systems Analyst, TDS-Computing Services, Madison, Wisconsin (8/96 - 8/97)• Managed all aspects of a Nortel Meridian Option 61c PBX/ACD installation project.• Designed and maintained call routing scripts, management reports and CSR performance metrics• Planned and implemented a problem management system and dynamic knowledge database• Recommended solutions to improve service quality, enhance productivity, and decrease costs

Nov 1994 - Aug 1996

Member Services Manager

Credit Union National Association (CUNA)

• Managed a national, credit card, inbound call center• Led a staff of 50 customer service representatives and three supervisors• Developed and managed a $3 million operating budget• Maintained complex telecommunications support systems• Major Accomplishments:-Reduced operating budget by 40 percent while account base increased by 7 percent-Increased productivity 20 percent-Maintained world class customer service standards

Education

Education
Sep 1999 - Dec 2002

MBA

GPA: 3.88 / 4.0

Masters Thesis: Economics and Advantages of Contact Center Software as a Service (SaaS)

Aug 1982 - Aug 1987

B.S.

Best Midwestern Colleges

This school is named a Best Midwestern College by The Princeton Review. Our goal is simple: to identify some of the colleges and universities that we feel stand out within each region.

Ranked #39 in US News and World Report's "Top 100 Colleges and Universities (2009)"

Founded in 1848, the University of Wisconsin-Madison is among the largest and most-respected universities in the nation. Few institutions are more widely recognized as leaders in teaching, research and public service. UW-Madison offers 136 undergraduate majors, 155 master's, 109 doctoral and 6 professional degree programs, all of which expose students to world-class faculty and staff who are responsible for not only teaching, but using their skills and research to change the world. Located on the wooded shores of Lake Mendota, the 933-acre main campus is adjacent to the busy city streets of downtown Madison, a community consistently ranked among the best places to live in the nation.

Portfolio

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