Derek Hermann Email and Phone Number
Hello! π I am an accomplished Operations & Customer Experience Leader with over 16 years in guiding & improving operations within the public utility and homeless rescue mission sectors. What I'm doing, most recently:π I currently optimize daily operations for Bread of Life Mission, ensuring that homeless men in the greater Seattle area have their basic needs met so that greater life-change and healing can grow.πI've previously directed Customer Services operations at Snohomish County PUD, including the contact center, walk-in centers, back-office, collections, training, quality assurance, workforce management, business analytics, and support areas; also, was responsible for the utility meter-to-cash revenue stream processes and applications.Some examples of what I've done:β I reduced customer contacts - by 51% between 2013β2023 through data-driven & iterative process improvement and efficient resource management. This saved the utility & its customers more than $3.29MM.β I implemented innovative ideas to solve unprecedented problems - recovered $12.1MM in customer arrears from the 2021 post-pandemic peak of $17MM (71% recovery within 2 years). I did this through a collaborative approach with employees, deep data-diving, and designing processes to incentivize good-faith customer behaviors. β I improved the Customer Experience - including record contact center Service Levels between 2019-2023, with an annual avg. of 80% of contacts answered within 30 seconds or less, utilizing efficient resource management using data trending & an iterative process improvement.β I lead with heart and mind, including 93%+ remote workforce as of 2024, balanced with career advancement and growth opportunities and also consistent performance management and progressive discipline.β I increased employee productivity & morale - in 2018, I coordinated a department-wide redesign of all work processes. While unconventional, this improved access to meaningful time off by 348%, led to higher process efficiency, and decreased employee call-outs -all with no additions to staffing, whatsoever.β I reduced budgets - managed annual department budgets of $15MM 2019β2024 always coming below target; give-backs were 13% or $2MM per year, with 2023 at just under $3MM.Please connect with me if you're looking to make a positive difference in this world! βΊοΈ
Bread Of Life Mission
View- Website:
- breadoflifemission.org
- Employees:
- 31
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Director Of OperationsBread Of Life Mission Jul 2024 - PresentSeattle, Washington, United States
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Director Of Customer ServiceSnohomish County Pud Mar 2019 - Feb 2024Everett, Washington, United StatesGuided all aspects of operations, including call center, back-office functions, collections, training, quality assurance, workforce management, business analytics, and support areas. Led a diverse, union-represented team of over 120 employees, including 5 managers and 10 supervisors, within a hybrid work environment. β’ Achieved record call center Service Levels between 2019 & 2023, with an average of 80% of calls answered within 30 seconds or less, with efficient resource management and iterative process improvement. Results were a 34% improvement over prior years. β’ Reduced incoming call volumes by 28%, from 2019 to 2023 (cut down from 319k to 229k per year), through improved customer self-service and elimination of problem call drivers. This saved the company $2.3MM over the 4 years.β’ Directed customer debt recovery efforts post-pandemic, where debt surged to over $17MM in 2021, 7x the normal amount. Accomplished via creative outreaches and guidelines designed to incentivize customer good-faith behaviors. Total debt was reduced by 54% in December 2022 and 71% by December 2023, recovering $12.1MM total.β’ Developed and managed annual department budgets between 2019 & 2024, ensuring results always came in under target, by regularly re-establishing resource needs vs. evolving trends and business improvements. Average budget savings of 13% or $2MM per year for the organization, with 2023 being the largest at just under $3MM regained.β’ Led employee engagement within an inclusive environment, establishing career advancement and growth opportunities, balanced with regular performance management and progressive discipline.β’ Championed Diversity, Equity, and Inclusion (DEI) via monthly Engagement Norm meetings with all teams to foster ongoing growth and model inclusivity. Facilitated open discussions on social justice and diversity. -
Customer Service ManagerSnohomish County Pud Jul 2010 - Feb 2019Everett, Washington, United StatesLed diverse teams, managing call center, quality assurance, and workforce management teams individually during that span. Teams consisted of up to 40 staff members and 4 supervisors simultaneously. Utilized advanced staffing metrics for forecasting, scheduling, real-time adjustments, and historical analysis. β’ Reduced total call volumes by 32% between 2013 β 2018 (dropped from 466k to 319k per year) as Workforce Manager, a resource savings of $987k total during the 5 years.β’ Increased employee productivity & morale in 2018 by redesigning department-wide work processes, which improved access to available time off by 348% and decreased call-outs with no additions to staff.β’ Developed Quality Monitoring program from scratch, succeeding through employee collaboration and buy-in. Quality Assurance scores rose by 17% within 1 year; first-contact resolution increased by 12%.β’ Trained 3-day Process Improvement course for 500+ utility office employees from 2016 to 2019 over numerous sessions. Course curriculum based on simplified Lean Six Sigma principles.β’ Organized structured training for 1,000+ employees for SAP Enterprise Resource Planning (ERP) implementation in 2015 through cross-functional collaboration, earning 'Team of the Month' in October 2015.
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Business AnalystSnohomish County Pud Sep 2008 - Jun 2010Everett, Washington, United StatesI spearheaded customer functionality development for SAP billing and CRM implementation, focusing on critical areas such as customer information, accounts, payment arrangements, move-in/out/transfer processes, sales & marketing, Key Account management, and conservation programs. My role included gathering requirements, identifying best practices, and creating technical blueprint documents. I acted as a liaison between business stakeholders, the Project Management Office, and IT.I developed comprehensive test scripts and plans for user acceptance, system integration, and end-to-end scenarios, conducting testing in development and QA system environments, ultimately validating in Production. My effective communication and change management skills ensured the successful implementation of these critical solutions.
Derek Hermann Education Details
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Business Administration And Management, General
Frequently Asked Questions about Derek Hermann
What company does Derek Hermann work for?
Derek Hermann works for Bread Of Life Mission
What is Derek Hermann's role at the current company?
Derek Hermann's current role is Operations & Logistics | Customer Experience | Workforce Management | Process Improvement | Employee Engagement | Strategic Planning | Digital Engagement | Performance Management.
What schools did Derek Hermann attend?
Derek Hermann attended Western Governors University.
Who are Derek Hermann's colleagues?
Derek Hermann's colleagues are Charles Mukuni, Tahlequah Mensshelter, Kim Cook, Craig Church, Scott Thomas, Leonard Mayo, Moses Bennett Tembo.
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DEREK HERMANN
Data Entry, Investigative Skills, And Analysis Driven With Efficient Communication Skills.Washington, Pa -
1southuniversity.edu
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