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SUMMARY

Analytical results-oriented business professional with over 20 years of diversified experience in credit collection HR benefits and call center management. Highly effective interpersonal skills with a proven ability to communicate concepts ideas and applied knowledge of products and services. Recognized for innovative troubleshooting adaptability and negotiation skills. Known as a quick learner who easily bridges the gap between management initiatives and work place solutions.

PROFESSIONAL EXPERIENCE

Aon Hewitt     2002 to Present
A global outsourcing and consulting firm delivering a complete range of integrated services which handles more than 54 million HR-related customer interactions a year.

Customer Service Sr. Client Manager Lincolnshire IL (2007 Present)
Responsible for delivering efficient and effective call center operation with complex projects for multiple
clients. Primary areas of focus consist of CS client delivery including operations/financial management. Domain knowledge and expertise is used to influence and drive client/domain decisions in order to deliver the highest levels of Client/Customer Satisfaction.

    Strategically lead the transition of both Health & Welfare and Defined Contribution services in multiple onshore locations.
    Manage the overall delivery and quality initiatives for multiple teams in our India location.
    Managed the annual enrollment delivery for several major clients by effectively partnering with several functional departments.
    Recognized as an instrumental leader who played a key role in securing a $40 million contract renewal.
    Implemented a new training strategy for the Recovery Act COBRA subsidy program for each supported client which impacted over 100 000 employees.
    Reduced operational unit cost by 30% by managing an optimization project which integrated several multi- client teams.

Customer Service Manager Lincolnshire IL (2002-2007)
Managed all aspects of the call center operations for a specific client and serves as an advocate for the participant the client the associate the team and Hewitt. Primary areas of focus included Operation Management Project Management and People Management.

    Drove team performance which lead unit to achieve Top Performance Award for FY2005.
    Improved employee engagement score by 20% by overseeing the ongoing events and budget of the internal engagement team.
    Appointed as the Continuous Improvement Champion (CIC) which analyzed data and provided root causes toward our client team operational effectiveness.
    Directed the accurate and timely functions of the daily processing of death notification calls which decreased the life cycle of a claim.
    Processed over $150 million in claims annually by strategically administering the Life Insurance and Savings/ Investment benefits of a client.


Sprint Corporation    1990 to 2002
A Fortune 100 global company serving 26 million business and residential customers in more than 70 countries with approximately 75 000 employees worldwide and $26 billion in annual revenue.

Credit/Collection Supervisor/Project Manager Chicago IL (1997-2002)
Supervised motivated and trained a diverse group of 18 credit/collection associates. Responsible for performance reviews quality observations and coaching employee development and training. Administered payroll changes tracking of vacations attendance productivity and quality of each collection associate.
    Facilitated the implementation of outsource centers within various regions of the country which reduced labor cost by $6 million dollars.
    Collected $60 to $80 million dollars in revenue annually from over 6 million customers.
    Developed a monthly performance report to interpret team collection results which enabled the department to increase productivity by 40%.
    Devised an attendance policy which decreased departmental absences by 20%.
    Co-partnered with Human Resource to create innovative solutions to reduce attrition and identify quality candidates for the collection role.

Operation Supervisor Jacksonville Florida (1990-1997)
Managed a group of 30 long distance operators. Ensured staff was well trained and updated on technical changes. Provided adequate daily twenty four-hour staffing to meet customer demands by analyzing trends and forecasting call volumes.

    Member of the Business Analysis group that refined and defined processes collected data and provided revenue-generated enhancements which benefited the division by $500 000 annually.
    Chairperson for the Financial Analysis team whose purpose was to manage and evaluate the centers budget of the $16 million annually.
    Chairperson of the United Way campaign which increased donations from $8 000 to $30 000 in one year

AT&T     1989 to 1990
AT&T is among the worlds premier voice video and data companies serving consumers businesses and government with annual revenues of nearly $66 billion.

Customer Service Specialist Jacksonville Florida (1989-1990)
Focused on marketing significant features and benefits of the entire line of AT&Ts promotional packages while providing exceptional customer service in order to maintain the companys customer base. Recognized as the top salesperson for three consecutive months.





EDUCATION

Communication
University of Florida Gainesville Florida


PROFESSIONAL DEVELOPMENT

Project Management Leadership Program Facilitative Leadership Frontline Leadership
Process Analysis Maturity Managing Variation with Control Charts

TECHNICAL TRAINING

Microsoft Word Excel Access PowerPoint Visual Basic Citrix Lotus Notes Aspect