Bob Dunmire Email and Phone Number

Provide leadership and guidance to Human Resources team. Maintains knowledge of laws, regulations, and best practices in human resources, and talent management.

Result-oriented expert liable for concurrently managing the information technology, workforce management, and call center technology. Utilizing technology to drive management and make solid business decisions based on facts and process improvement. Demonstrating exceptional talent to communicate to the management department about all technology-related events in a concise and clear manner as well as with business goals in mind. Serving as an implementation manager for technology infrastructure and implementation for 120 seats within the MBTA Paratransit call center. Leading ADP Workforce Now initiative to include system configuration, reporting, administration, and training for all HR and accounting employees. Responsible for all aspects of managing application development and information technology personnel. Conducting successful implementation and the current administration of Pipkins Workforce management software. • Successfully conducted rollout of Amazon Connect and AWS, the cloud-based call center and infrastructure • Handling management of rollout of AWS and Amazon Connect, including testing, production, and integration with USAN Contact Suite, ensuring active production with 100% of call center agents working remotely• Responsible for corporate IT including software, Sophos Intercept X, Cyber Security Training, LaborSoft, ADP Workforce Now, Talent LMS using Avaya IP Office, VMware vSphere, Synology, Help Desk, Avaya ACCS, Motorola, Cisco, and SonicWall technologies• Leading technology management and implementation for 500 seats in MTA Paratransit call center using Avaya CMS, Pipkins Workforce Management, and LaborSoft

Experienced vendor manager accountable for working directly with web development vendor to ensure compliance, brand, security, and meeting marketing requirements for co-branded credit card web responses. Performed specialized analyses, development of strategic plans, and engaged in assigned problem-solving tasks. Demonstrated effective verbal and written communication skills to negotiate with alliance partners and provide information to vendors, senior management, and staff members. Demonstrated a high level of critical thinking in cross-functional process analysis and problem resolution for new and existing products.

Managed the Corporate Systems Administration, Quality and Human Resources Managers and Departments. Technology advisor responsible for the design, development, and implementation of organizational information systems, software applications, IT support, and infrastructure systems. Directed and managed IT plans, schedules, policies, and programs for an organization’s data processing, network communications, business operations, computer services, and management information systems, according to established goals as well as objectives. Dutifully performed risk management activities, resource allocation, project prioritization, research, as well as the recommendation of new systems and software products and services.

Analyzed the procedures used in utility billing systems with an emphasis on identifying problems, recommending improvements, and assuring implementation of system solutions to ensure accuracy of the information, meter data, and billing. Worked with a variety of utility billing systems to apply exceptions through detailed analysis. Performed audits of information system, billing, and related systems to identify and resolve errors and recommending revisions to practices, procedures, as well as policies to improve billing accuracy.

Highly competent project management responsible for all exception-related issues involving billing, systems, and overall technology for customer service call center. Served as an expert resource to other departments participating in projects that involve customer, meter data, and billing-related systems or processes

Technologically savvy professional accountable for serving as a key person to plans, implementing, and evaluating improvements in business processes and practices. Facilitated cross-functional teamwork to achieve continuous improvement objectives. Compiled and tracked improvement project data and reports on status. Evaluated the effectiveness of the process improvement program and improved the used toolset. Effectively implemented strategic business objectives in driving quality and compliance.

Ambitious leader responsible for daily operations of call center and for supervising employee’s performance. Established goals for call center employees and coached call center staff through challenging customer service issues. Demonstrated outstanding problem-solving and conflict resolution skills by resolving any customer issues or various escalated call center problems. Accountable for setting objectives, analyzing call center metrics while simultaneously ensuring the company and staff meet goals by providing reliable, efficient support for customers.• Prepared reports and analyzed call center data to improve processes, ensuring proper allocation of resources are while maximizing efficiency and customer satisfaction• Showcased superior skills while ensuring staff members are achieving desired service levels, concurrently demonstrating an ability to take effective corrective actions• Demonstrated exceptional talent and willingness to understand and listen to the problems and to provide motivation as well as adequate solutions

Highly skilled human resources manager accountable for planning, directing, and coordinating the administrative functions of a company. Oversaw the recruiting, interviewing, and hiring of new staff while simultaneously providing leadership and motivation for the team. Served as an expert consultant for executives on strategic planning while performing various duties as a link between.• Successfully handled workplace investigations, disciplinary, and termination procedures• Developed clear policies and ensured policy awareness• Adept at recruiting excellent staff members while maintaining a smooth onboarding process

Sorted packages to their designated location for loading into trucks. Upon graduation from college, was granted a Human Resources Internship with the company.