Richard E. Trayner II
12267 Hindmarsh Circle Home (904) 234-4004
Jacksonville, Fl 32225 Email – email@example.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
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
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.
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
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.
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
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
Held multiple customer service jobs focused on management of cellular call center agents.