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VP Call Center Operations in FL Resume Richard Trayner

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VP Call Center Operations in FL Resume Richard Trayner Powered By Docstoc
					                                            Richard E. Trayner II
              12267 Hindmarsh Circle                                      Home (904) 234-4004
               Jacksonville, Fl 32225                                   Email – rtray2@gmail.com


                                         Executive Industry Experience
LinkedIn Profile : http://www.linkedin.com/pub/richard-trayner/23/939/542

2009 – Present            Richard Trayner Consulting         Jacksonville, FL
Amerigroup -Managed project groups for both desktop/telecom and related vendors (Pega, Avaya, Verint) in full
scale implementation of desktop solution for contact center agents in three sites which exceeded all expectations
transforming the customer and agent experience. Built strategic plan to execute on customer inquiries to increase
profitability and allow time for agents to upsale products.

       Built and ran PMO for Program establishing                Realization of 30 plus second reduction in AHT
        automated project portals for all teams to                 coupled with other positive impacts to KPIs
        communicate and post information                           that resulted in operation cost savings
       Designed scorecard and measures processes for             Increased process efficiencies through due
        Project Communication                                      diligence and solution design
       Implemented designated process list on time               Project on target for realization of ROI based
                                                                   on reduction in headcount growth plan

2004 - 2009      Accenture                         Jacksonville, FL
Executive Manager, Call Center Transformation, CRM Division
Ran full scale business transformation teams responsible for all aspects of program management of projects with
Fortune 500 companies. Managed and sold a variety of projects ranging from 2 million to 75 million dollars in
revenue focused on Contact Center Transformation inclusive of outsourcing initiatives. Below is a sample listing
of projects:
      Pacific Gas & Electric (PG&E)                   –        Verizon Online – Provide roadmap to single
          Transformation of contact center operational              Tech Support organization that provides
          models inclusive of new measurement                       world-class technical support and reduces
          process resulting in over 5 million in savings            operations expenses by 25% or more. Project
          to the company.                                           output was successful and Verizon yielded
                                                                    more than originally forecasted upon plan
                                                                    execution
      Stanford Medical School– Built plan to                   Outsource Vendor Migration/Consolidation
          transform customer response from the current              – Built program plan for offshore migration
          state to a state of higher overall customer               and onshore consolidation and execution for
          satisfaction enabling better use of current               the outsourced vendors. Coordinated onshore
          technology. A technology and customer                     vendor ramp downs in accordance with all
          experience roadmap delivered to client that               governance guidelines and with the least
          won accolades by the medical community for                public impact to the client.
          design and efficiencies.
      Verizon        Online      –   DSL     Retention         Sprint/Nextel - Assess key benefit drivers and
          Effectiveness Program: The efforts of the                 gaps, conduct root-cause analysis, build
          team were directly responsible for decreasing             solutions and set strategy for benefits
          the DSL disconnection rate by 8% over the                 realization for their offshore vendor programs
          established baseline.                                     that were in place for NPA/NXX portability.

Accenture Training:
Student taking Accenture’s Value Consulting for Executives             2004    St. Charles, Illinois
Facilitator for Accenture’s Core Analyst School                        2007    St. Charles, Illinois
Facilitator for Accenture’s Core Consultant School                     2008    St. Charles, Illinois
2003           Reliance Infocom                        Mumbai, India
Head of Operations, Call Center Vice President
Managed multi-national Contact Center team focused on sales and service of cellular and broadband services for
India. Built out programs for Contact Center staff involving inbound and outbound call campaigns for cellular
and broadband service across India which exceeded initial goals by upwards of 500% in first quarter of
operations.
      Contracted to help build the Call Center for            Member of launch team for the COPC
         Reliance Infocom in India serving the CDMA              initiative formally announced in August 2003
         wireless customers, broadband customers, as             to set operational standards of excellence in
         well as wireline, for this newly launched               service delivery.
         division. .
      Member of the IVR team to streamline the call           Launched the corporate Coaching and
         flow patterns to handle 10 regional languages           Development initiative to lay out a game plan
         in addition to the two standard languages of            associated with providing employees with a
         Hindi and English.                                      career path in the Call Center industry.
      Assist in building plans associated wth                 Facilitated the Pre Paid launch for the
         Reliance’s long-term aspirations to provide             wireless products, which included the design
         BPO services for companies in the United                of the IVR and the structure of pricing plans
         States and abroad.                                      for the markets.

1996-2003        T-Mobile                                Jacksonville, FL
General Manager, Call Center Operations
Started the Powertel Inbound/Outbound Contact Center with 12 agents in 1996 and grew to over 500. Our focus
was the service and up sell of cellular subscriptions. Managed contact center integration and program
review/modification through the 4 company merger (Voicestream, Aerial, Omnipoint, and Powertel).

        Yankee Group Excellence Award               for        Winner of the Gran Prix Award - Call Center
         Customer Service 1998                                   excellence 2000 & 2001
        Operations Management Team which met or                Regional (3 sites) General Manager -
         exceeded all KPI objectives for 4 years in a            (Jacksonville, Nashville, and Salem) during
         row.                                                    transition from Powertel to VoiceStream to T-
        Focus on Sales: Lead architect in building              Mobile. Responsible for operations and all
         sales platforms and incentive planning for              aspects of Call Center operations, including
         multiple centers. Successfully built sales              total budget of 85 million for the three centers
         culture into the inbound channels that rivaled
         outbound        efforts     increasing    sales
         dramatically.
         Implementation/Process/Project Team –                  Sen Delaney Seminars Facilitator – selected
         built and managed group focused on internal             from executive group to execute cultural
         processes that affected the customers and               development seminar, geared at cross-
         employees to ensure a positive experience for           functional relationships across the enterprise
         these vital parts of our business.
        2002 Peak Award Winner (T-Mobile) for                  2003 T-Mobilizer Winner (T-Mobile) which
         individual performance excellence.                      was the highest honor at company for
                                                                 excellence in performance.

1993-1996        Alltel Mobile                      Gainesville, FL
Customer Service
Held multiple customer service jobs focused on management of cellular call center agents.

				
DOCUMENT INFO
Description: Richard Trayner managed project groups for both desktop/telecom and related vendors (Pega, Avaya, Verint) in full scale implementation of desktop solution for contact center agents in three sites which exceeded all expectations transforming the customer and agent experience.