Dan Baum Email & Phone Number

Grand Junction, Colorado, United States

Grand Junction, Colorado

• Work with IT Department, Senior Director of Business Operations, CS Management Team, vendors, and other RMHP management to ensure call system operational excellence company-wide• Work with internal contact centers to identify project requirements, develop design specifications, and develop necessary call flow diagrams and support documentation for project development by IT Department• Serve as project manager and liaison between IT and customers (departments) in meeting telecom needs and issue resolution• Provide training to new telecom system users (individual, small group, and large group sessions)• Provide training and support for utilization and interpretation of workforce management resources and reporting tools related to performance metrics and data• Develop project requirements for Business Intelligence DataHub reports, work with overseas BI development team in Belarus as subject matter expert, perform user acceptance testing and post-production testing• Manage activities of Workforce Coordinator to assure achievement of key performance indicators (Service Level, Average Speed to Answer, Abandon Rate, Average Handle Time) for the Customer Service Department• Perform analysis of historical contact center data to identify trends that impact long-term and short-term forecasts• Generate long-term forecasting to define staffing requirements based on historical data and current/projected business trends with emphasis on efficiency, service, and expense• Proficient computer skills, including Microsoft Office, Word, Excel, PowerPoint, and Visio• Genesys PureConnect Telecom System key components: Business Manager, Interaction Desktop, Interaction Administrator, Interaction Optimizer, Interaction Recorder, Interaction Reporter

Grand Junction, Colorado

• Management of Quality/Training Team and Workforce Coordinator daily activities and long term objectives for the Customer Service Department• Conducted analysis of end user technical performance and outcomes, with emphasis on the overall effectiveness of the education process as it relates to efficiency and quality improvements• Provided guidance to Quality/Training Team to identify training needs and implement strategies for development and implementation of necessary training as identified by statistical quality data• Evaluated data and reported results and recommendations to the management team. Developed and implemented approved recommendations to continually improve the educational process and optimize quality and efficiency• Provided oversight to the Work Force Coordinator and the daily scheduling needs for the department• Generated department schedules to meet staffing requirements based on forecasting models provided by Workforce Analyst• Evaluated workforce processes and documentation and implemented updates and improvements for increased efficiency and productivity• Performed audits on employees performance and provided feedback and guidance for improvement

Grand Junction, Colorado

• Worked with supervisors and Quality Team to identify overall education needs and assess end user impact of system upgrades, enhancements, and new business requirements• Designed, developed, and provided end user education to fill education gaps through the utilization of one-to-one education, specialty team education, and group education sessions (including Provider Representative Certification, access|RMHP Cost Estimator training, and One Time Payment training)• Coordinated, planned, prepared, scheduled, delivered, and evaluated education, manuals, and materials related to a variety of data management tools; including Facets, Macess, Essette, and SupportPoint• Performed monthly quality and performance audits on Provider Representatives, including contracted service representatives, utilizing Nice and the Audit Database

Grand Junction, Colorado

• Managed daily operations, including production, purchasing, logistics, and facilities• Management of production and maintenance staff, including training and mentoring (up to 55 employees)• Performed qualitative and quantitative analysis for fiscal year planning• Forecasted budget, cash flow, and resource needs for both staffing and raw materials associated with production and maintenance of facilities and production equipment• Analyzed financial and production data for strategic planning and to define areas for implementation of improvement strategies• Primary contact for cross-functional business processes and operations including vendor relations and contract negotiations• Directed and managed employee activity to achieve manufacturing production performance requirements and quality control initiatives• Improved production efficiencies through implementation of Lean principles

Hayden, Colorado

• Engaged prospective clients through personalized business consultations• Identified project scope and specifications, developed project proposals, and performed full life cycle project management of contracted Website projects• Lead Website designer, responsible for the development and maintenance of contracted projects• Generated and provided oversight of financial reports and quarterly/annual filings• Ongoing evaluation and improvement of business practices and standard operating procedures• Vendor relations and contract negotiations• Software utilized include HTML, Adobe Dreamweaver CS3, Adobe Fireworks CS3, Adobe Flash CS3, and Microsoft Office – Word, Excel, and PowerPoint• Member of the Craig Chamber of Commerce

Conifer/Wheat Ridge, Colorado

• System implementation, student instruction, and maintenance of Modular Technology Laboratory• Instruction and supervision of Production Laboratory which includes CNC end mill, CNC lathe, machine tools, portable tools, and hand tools• Courses taught: Technology Lab, Computer Aided Design/Computer Aided Manufacturing, and Web Design• Developed curriculum, training materials, and assessments• Webmaster for the Conifer High School website• Member of the Conifer High School Technology Committee• Member of the Jefferson County Public Schools Tech Lab 2000 Users Group• Member of the Career Development Focus Group• Participating sponsor of extracurricular activities• Recognition - Outstanding Teacher Service Award in Support of Technology Education

Master Of Science (M.S.), Manufacturing Technology And Construction Management (Emphasis On Training And Education)

Bachelor Of Science (B.S.), Industrial Technology (Manufacturing Management)

Activities and Societies: FarmHouse Fraternity

Colorado Teacher Licensing Program, Industrial Science And Technology Education