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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 experience

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 2008Mar 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 2007Apr 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 1996May 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 1994Aug 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

Sep 1999Dec 2002

MBA

GPA: 3.88 / 4.0

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

Aug 1982Aug 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.

Social Media

Portfolio

Objective

Obtain a position that enables me to leverage BPO, contact center and technology management experience while simultaneously expanding the breadth of my career portfolio and preparing me for an executive management role.

Professional Notes

PROFESSIONAL AFFILIATIONS• American Society for Quality Control - Madison Section Secretary (1993-1994)• American Society for Quality Control Member (1991-1998)• Madison Area Quality Improvement Network (1989-1997)

PROFESSIONAL ACTIVITIES• Presenter: Syntellect Annual User Conference - IVR Business Case Development (2007)• Presenter: Frost and Sullivan Executive Summit - Contact Center Management (2005)• Presenter: Annual Quality Congress - American Society for Quality Control (1997)• Published Paper: Institutional Effectiveness (1997)• Presenter: TQM - West Virginia Credit Union League (1995)• Presenter: TQI and Student Outcomes Assessment - WTC Districts Board Association (1994)• Presenter: First International Symposium on Quality in Government, Washington, D.C. (1992)• Published Paper: Strategic Measurement for Continuous Improvement (1992)• Sun Prairie School District Quality Improvement Council (1991-1992)• William Hunter Conference on Quality (1989-1994)

PROFESSIONAL TRAINING• Contact Center Self -Service Strategies - CCSF/Shared Insights (2006)• Contact Center Executive Summit - Frost & Sullivan (2005)• Benchmarking & Building World Class Call Centers - Ameritech (1998)• Call Center Benchmarking - VISA (1996)• Legal Aspects of Performance - CUNA and Affiliates Leadership Class Series (1995)• ISO 9000 - UW-Milwaukee Center for Quality and Productivity Improvement (1994)• Team Facilitator Training - Lakeshore Technical College (1992)

PROFESSIONAL AWARDS• TDS-Telecom Inspiring Excellence Nominee (1998, 1999, 2003, 2007)• TDS QUEST Award - Honorable Mention (1998)• Who's Who Worldwide Registry (1994)• Who's Who Registry of Rising Young Americans (1992)• William Hunter Conference on Quality Scholarship (1989, 1990)

Professional Summary

Mr. Fisher is currently responsible for managing the client engagement and service delivery function for several HRBPO Fortune 500 clients at Aon Hewitt.  Tim leads a team of 100 Associates, Specialists, and Managers who are responsible for daily management and high quality service delivery for several outsourced HR services. 

At HP, Mr. Fisher rehabilitated a healthcare contact center operation and introducing best practice processes and technology in order to provide Wisconsin's BadgerCare clients and healthcare providers efficient and effective service.  Mr. Fisher participated in developing web portals for members and healthcare providers that enabled self-service processes.

Prior to joining HP, Tim Fisher was Principal Consultant at Witness Systems, Incorporated. Mr. Fisher was responsible for providing pre-sales consulting services to a broad array of clients with customer contact center operations. In this role, Mr. Fisher assessed the strength and weaknesses of each client's respective contact center operation and offered software and service solutions that resolved operational deficiencies while supporting overall contact center strategy. 

Before joining Witness Systems, Tim was Operations Manager at TDS Telecom, a subsidiary of Telephone and Data Systems, Incorporated (NYSE: TDS). TDS is a diversified telecommunications company that provides wireless, telephone and broadband services to more than 6 million customers in 36 of the United States through its business units U.S. Cellular and TDS Telecom. At TDS Telecom, Mr. Fisher was responsible for the technology platforms and support team enabling one of the most distributed contact centers in the United States. Prior to becoming Operations Manager in 1999, Mr. Fisher was responsible for contact center workforce management and analytics.

Mr. Fisher is a member of the American Society for Quality (ASQ) and is an Adjunct Faculty member at Madison Area Technical College, teaching courses in Strategic Measurement for Continuous Improvement and Business Process Reengineering. Mr. Fisher holds a Bachelors degree from the University of Wisconsin and earned an M.B.A in Operations Management from Edgewood College located in Madison, Wisconsin.

Testimonials

 "Tim Fisher is a highly dependable professional who exhibits extraordinary intrinsic motivation and attention to detail: He can be counted on to see through even the most complex project, and he is someone whose talent, knowledge, reliability and work ethic I recommend without reservation!"

Moses Altsech, Owner, Executive Training & Consulting

May 18, 2008

"Tim is a detailed and focused manager who ensures that business objectives are identified and managed to. He is a driven individual with a strong ability to obtain outstanding results."

Joe Borelli, Director - Strategy & Administration, TDS TELECOMApril 13, 2008

"Tim has an outstanding ability to think strategically while moving his business unit tactically towards the end goal. I have a tremendous amount of respect and admiration for his unwavering dedication to increasing the performance of his team and delivering tangible, bottom-line results."

Rich Trace, Manager - Consumer Product Development, TDSApril 14, 2008

"I worked as Technical support for Tim's team. I really enjoyed working with Tim and his team because they are talented, very hardworking, and a pleasure to work with. Tim had a great rapport with his employees, managed project work very well and stayed at the leading edge of technology concerning Call Centers."

Kimberly Virden, Systems Adminstrator, TDS CorpApril 18, 2008

"Tim's high degree of detail and strategic mindset successfully lead the business unit through many operational changes. His ability to understand and explain large amounts of data and the impact each had on the companies overall goals was highly valued."

Heath Corrigan, Assoc Mgr Customer Contact Operations Technical Support, TDS TelecomApril 14, 2008

"Tim was a detailed individual who was always focused on looking for areas of continuous improvement. Tim was one of the leaders (change agents) of total quality management (TQM) in the organization."

Todd Tupper, Assistant Vice President Operations, CUNA Service Group - Card ServicesApril 14, 2008

"During the time that Tim was the manager of the Member Services team he was an excellent motivator. He encouraged the highest professional behavior in his direct reports. I was able to work with Tim to resolve a couple of issues with our clients and his main concern was for the client and an acceptable resolution for all. His get-it-done attitude directed a speedy resolution to the issues at hand."

Keith Kinnamon, Senior Customer Service Representative, CUNA Card ServicesApril 16, 2008

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