[...] M. [...]

[...] Coral Springs, Florida 33067
Cell[...] * Home[...]
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*VICE PRESIDENT OF OPERATIONS * REGIONAL DIRECTOR OF OPERATIONS
DIRECTOR OF TELEPHONE SERVICES *

Senior Operations Leader with extensive experience leading divisions in large fortune 500 corporations.  Consistent track record of improving bottom line by increasing productivity; improving efficiency; reducing expenses, while also improving customer/employee satisfaction.

•Management & Leadership – Accomplished in leading large numbers of employees at all levels, including directors, managers, business analysis, team leaders and associates.  Proven ability to collaborate and influence with senior and global leadership teams.
•Business Acumen – Six Sigma champion; resourceful in implementation of operational improvements and management of challenging projects.  Excellent analytical and problem-solving skills with a proven ability to identify needs; enhance efficiencies and reduce cost.
•Customer Advocate – Customer and employee-oriented, with a proven ability to proactive identify customer issues and significantly improve overall customer satisfaction.

AREAS OF EXPERIENCE
Large Call Center Operations          Customer Services      Credit Portfolio Mgmt
Leadership Development      Risk Mgmt         Regional Operations
P&C Insurance Servicing       Customer Focus Sales      Account Mgmt
Selected Achievements & Skills
Developed and implemented employee satisfaction program for Life Extension that reduced attrition by 5% the first year.
Improved call center metrics and service level to 90% within 12 months.
Improved Customer satisfaction from 75% to 91% satisfaction rating for three consecutive years.  
Implemented automated call routing system (DAVOX) with significant improved productivity and reduce portfolio delinquency from 1.5% to .5%
Developed, implemented and launched leadership certification program designed to effectively assess and measure leadership effectiveness in both technical and leadership skills.
Developed and implemented High Value Customer strategy for premium portfolio, which reduced Average Handle Time, dial transfers and significantly improved customer satisfaction.
Awarded the Chrysler Capital Presidents Outstanding Achievement Award for three consecutive years.


Career Overview / Fortune 500 Experience
Life Extension
Ft Lauderdale, Florida
Vice President of Operations                     2006 – PRES

Senior operations leader for Life Extension’s $150mm supplement retail operation with oversight responsibilities for the following departments:
Multi-site inbound Call Center Operations (FL & NV) 100 FTE handling over 500,000 calls per year
Retail Store Sales Operations one location (FL) $2mm in annual revenue 6 FTE
Fulfillment/Shipping & Receiving for Florida operations
Quality Assurance for all customer facing departments
Administration/Employee satisfaction for the entire company
Pharmacy Operations in/outbound call center (FL) $750k annual sales revenue


Express Script (Formerly Priority Healthcare)
Lake Mary, Florida
Director of Operations                        2004 - 2006

Responsible for implementation of all specialty pharmacy programs through call center development and implementation
Work very closely with all divisions to negotiate vendor contracts
Manage multiple call centers to distribute/managed specialty pharmacy drug distribution programs.  
Act as project lead to work with drug companies and implement new exclusive drug programs that would be managed by PHC Call Center Operations.
Manage over 7 exclusive drug programs with earned revenue over $700mm

American Express Cards
Ft Lauderdale, Florida
Director of  Telephone Services                     1999 - 2004

Responsible for managing 1 billion dollar credit card portfolio while maintaining a .5% delinquency rate, sales and servicing / cross selling to over 10 million American Express card members annually.
Portfolio management responsibilities for all card members including our Platinum and Centurion premium products.
Manage the needs of our card members by authorizing additional charges, recommending various payment options updating demographic/financial information and managing charge/revolving card receivables
Manage department of 650 through inbound/outbound servicing using automated call routing system (DAVOX) which I helped implemented through-out the Amex service network.
Manage Telephone Services Department in 2004 through Amex general managers cross training program. Direct reporting responsibilities includes, 1200 FTE with 12 Director/Manager level direct reports in inbound call center environment.  

Chubb Group of Insurance Companies            
[...], Michigan
Customer Service Manager                        1997 - 1999

Responsible for managing commercial P&C insurance portfolio and field operations for the state of Michigan with departmental responsibilities for the following areas:
Field technology for the implementation of all technology needs for the branch, brokers and the service network
Call center operations for all facets of commercial/personal lines insurance policy processing; sales; field administration; agency/Broker management; premium accounting and facilities management.  

Chrysler Capital Corporation                  
Marlton, New Jersey
Regional Director of Operations                     1985 – 1997

Responsible for managing $1 billion Mid-Atlantic Region commercial loan portfolio with specific responsibilities for the following areas:
Credit/Collection for B2B accounts up to charge-off and/or work-out
Call center management for entire region from intake, underwriting, sales and funding
Asset management and recovery for recovered equipment
Administrative support for the entire Mid-Atlantic region.  

Formal Education         Additional Employment Training
BBA – St Johns University      Six Sigma Champion
Business Management      Situational Leadership Instructor
MBA – Southern Illinois University
Operations Management