Director of Customer Service, VP of Customer Service, Customer Service
Director of Customer Service, VP of Customer Service, Customer Service
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Director of Customer Service, VP of Customer Service, Customer Service Leader Resume

Desired Industry: Executive SpiderID: 79169
Desired Job Location: Jacksonville, Florida Date Posted: 4/23/2017
Type of Position: Full-Time Permanent Availability Date:
Desired Wage:
U.S. Work Authorization: Yes
Job Level: Executive (President, VP, CEO) Willing to Travel: Yes, Less Than 25%
Highest Degree Attained: Masters Willing to Relocate: Yes

Seasoned, performance-driven and results-oriented global executive, offering extensive experience in all aspects of customer service, account management, operations, product launching and business development.

Armed with solid background in process and performance improvement, staffing and recruitment and conflict resolution. Concept-to-execution driver, able to provide sound solutions to achieve company revenue and profitability growth, while developing short- and long-term plans to attain corporate objectives. Expert at building and establishing productive relationships with key individuals including clients, colleagues and C-level management. Technically proficient with Microsoft Office Suite (Excel, PowerPoint and Word) and Minitab statistical software.

NGA - Jacksonville, FL
Director Operations North America 2014–2016
Guaranteed consistent service delivery by overseeing various NGA functions which included quality assurance, BPO operations and application maintenance functional areas.
Partnered to create a service delivery technology roadmap to ensure service delivery is aligned.
Developed off-shoring plan which drove down costs by 11% focusing on functional processes and automation.
Evaluated SLAs and drove development of actions plans for improvement, saving NGA $50,000 per year on missed SLAs.
Developed re-organization designed to better serve clients, reduce cost and drive revenue which involved:
Functionalization processes across accounts; and
Offshoring of 20 FTEs to Philippines and India positions delivering savings of over $2,000,000/year.
Key Highlights:
Lead service delivery go live teams and ensured four on-time multinational go live implementations in 2015, which obtained 10% of the margin target and above-average client satisfaction ratings in close coordination with leaderships from the Asia Pacific, Europe, Latin America and the UK while ensuring profitability growth.
Made major contributions in maintaining 25% of operational margin from the end of 2014 through 8% of the current exceeding budget.
Lead change request globally focusing on executive leadership and change request margins, which improved margins by 9% per change request and reduced re-work by 15%.
Provided leadership to the organization comprised of more than 100 global employees, focusing on ensuring operational efficiencies across large multimillion-dollar BPO engagements with revenues exceeding $60M each year.

Service Delivery Director 2013–2016
Assume full responsibility of the following initiatives:
Service performance and operational profitability of significant named global accounts in Canada, India, Philippines and the United States; and
Global profit and loss (P&L) statement preparation.
Guarantee the global delivery of operations while ensuring contract compliance concerning timeliness, quality and budget; as well as maintaining SOC1 compliance within the accounts.
Render assistance to teams to quickly understand issues including NGA service performance account issues and apply appropriate changes.
Key Highlights:
Increased and surpassed Client Satisfaction Score (CSAT) scores by 35%.
Obtained higher employee engagement and reduced 90% of escalations, while maximizing quality scores to above 95% and improving executive satisfaction by focusing on three-levels of metrics and regular employee feedback.
Drove revenue and cost attainment targets for all accounts in 2013 and 2014.
Selected to speak with the NEO Leader Certification Program concerning questions on the growing challenges leaders face such as globalization, collaboration and complexity.
Created revamped SAP learning module and go live implementation processes helping improvement cost to delivery, customer and employee satisfaction.
Traveled to Kochi, India for a month to accomplish a comprehensive improvement project, focusing on improving the service center case management, processes, call quality and recruiting; increasing call quality by more than 20%; decreasing turnover to 23%; and reducing case backlogs by more than 50%.
Developed and implemented the following:
New RCA tool to conduct accurate root cause;
New tickets metrics to differentiate and acquire deeper view of billable and non-billable tickets, which improved daily performance and ongoing decision making;
Methodical metric-based approach, to administer client documentation reviews, thus enhancing process documentation;
New service delivery which concentrated on functions organization and client-facing roles including offshoring low value-add processes, reducing 30% of cost and improving client satisfaction 15% ; and
New call and case survey processes and tools for the service center based in India.
Created and executed new call and case survey processes and tools in the India-based service center.
Acquired higher employee engagement, 90% escalation reduction, as well as above 95% improved quality scores and executive satisfaction by concentrating on three levels of metrics and continuous employee feedback.

Ceridian - Various Locations
Director Customer Service - St. Petersburg, FL 2009–2013
Lead service teams consisting of Ceridian’s 24 largest clients along with more than 80 employees across two sites in both revenue and complexity; focusing on leadership, communication, engagement, process improvement and performance management.
Carried out key tasks which included Ceridian’s HRO business service delivery, overall operational model development, staffing, engagement, performance management, recruitment and client satisfaction.
Administered performance management improvements in processes and frequency, focusing on supervising the lowest 5% of the employee population for improvement or termination.
Acted as an executive sponsor of Microsoft Dynamic implementation, resulting in service delivery standards, improve caller satisfaction and lower service delivery costs by 12%
Maintained C-level client executive interactions including contract negotiations, escalations and service reviews.
Key Highlights:
Served as a driving force in improving 25% of employee engagement after eight months; along with more than $40M of yearly revenue.
Initiated the development and implementation of the following:
New service delivery model to provide more focus on team size, leadership and process improvement, thus saving 10% of the overall cost; and
Comprehensive engagement plan focusing on employee communication and leadership development to advocate a culture of accountability.

Service Delivery Manager - Minneapolis, MN 2008–2009
Effectively handled large client engagements with more than $4M revenue, which involved managing core operations teams, in charge of delivering weekly, biweekly and monthly payrolls; while performing cross-company responsibilities for all service delivery channels.
Cultivated and maintained lasting relationships with client resources toward open and honest partnerships.
Held accountability of the following tasks:
Service-level agreements delivery month-over–month;
Small and large process improvements which included end-to-end client to Ceridian procedures; and
SAS70 compliance for all facets of account processes including yearly audit.
Conducted face-to-face client reviews with C-level professionals to front-line employees.
Key Highlight:
Demonstrated competency in maximizing client usage of additional services and software.

Six Sigma Master Black Belt (Virtual)| - Houston, TX Minneapolis, MN 2007–2008
Collaborated with the Client Advisor Board in creating standard divisional dashboards to meet service metrics.
Delivered quality service to clients in leading a project as well as Canadian and US Ceridian teams through a service-level perspective.
Key Highlights:
Accomplished and completed multiple process improvement projects for both individual clients and enterprise through Define, Measure, Analyze, Improve and Control (DMAIC) and Lean Six Sigma methodologies implementation, which brought forth more than $1M savings.
Expertly oversaw a project to outsource more than 80 offshore jobs focusing on higher quality, increased productivity and improved operating margins; leading to annual savings of more than $7K each year.

Client Service Manager - Houston, TX 2005–2007
Directed large client engagements with more than $2M revenue which involved performing cross-company responsibility for all service delivery channels.
Promoted open and honest partnerships through client resources relationships.
Displayed skills in leading service level agreements delivery month-over–month; while handling small and large process improvements including end-to-end client procedures to Ceridian processes.
Facilitated personal client reviews with various professionals from C-level to front line employees.
Maintained SAS70 compliance ownership for all account processes such as yearly audit.
Key Highlights:
Increased level of additional services and software usage by effectively persuading clients.
Obtained promotion from client service manager to Six Sigma master black belt.

Earlier Position Held:
Relationship Manager - Houston, TX

Earlier Career

BBCN, Inc. - Houston, TX
Customer Service and Inside Sales Manager

Federated Insurance - Austin, TX
Premium Auditor (Virtual)

Master of Business Administration: In Progress (15 hours Completed) | St. Thomas University - Houston, TX
Bachelor of Business Administration in Finance | Texas A&M University - College Station, TX

Profit and Loss Administration ~ Administrative Functions ~ Client Development ~ Call Center Operations ~ Standards Compliance
Employee Engagement ~ Case Management ~ Program Coordination

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