Eric Gibbons Email & Phone Number

Las Vegas, Nv, Us

Chicago, Il, Us

Lombard, Il, Us

• Manage a complex, cross-functional business support department responsible for all inbound and outbound documents and data, Records & Information Management, OCR/ADR Vendor Management, Content Management, Imaging Services, Mail Services and Shared Services.• Directed strategy and implementation of Optical Character Recognition (OCR) technology into Dental Operations, including vendor management, requirements gathering, testing and negotiation of final scopes of work, pricing and payment schedules resulting in $300,000 annual cost savings.• As Business Product Owner, established strategy for Enterprise Content Management utilization in operational departments, including metadata definitions, workflow development, process improvement and reporting, which eliminated paper and manual processes.• Developed enterprise record keeping practices to ensure compliance with retention policies and industry standards, resulting in reduced physical file retention by 20% and increased cost savings.• Improved department operations by increasing processing standards, introducing technology solutions and introducing a comprehensive Quality Control process, which resulted in a 35% cost savings in personnel budget while maintaining service level agreements.• Led all phases of idea generation, requirements gathering, testing and implementation of a multi-system data presentation application utilizing Java Web / SQL which addressed multi-department data access inefficiency and delivered department processing efficiencies of 40%.• Develop, implement and maintain processes and protocols of business continuity and disaster recovery plans for enterprise, including department interviews, updates and status reporting to stakeholders.

Lombard, Il, Us

• Introduced data tracking technology and reporting for operations department, which eliminated manual tracking and provided leadership with reliable metrics increasing production by 15%.• Managed project development of Claims Content Management solution and front-end intake solution, including requirements gathering, process re-engineering and testing which resulted in efficient management of claims electronically from ingestion through archival.• Led Content Management migration project, including strategy development, migration methodology development, requirements gathering, process documentation and testing resulting in increased organizational efficiency by 20%.• Identified process improvement opportunity to implement barcoding software to improve records keeping, which improved reporting and tracking while reducing risk management of physical files.• Collaborated with stake holders and project resources to support Annuity Outsourcing, including leading the planning and execution of physical file shipment and data transfer to vendor (IBM / Concentrix).• Prepared ad-hoc reporting and analysis of intake processes for various functional areas across the organization to improve transparency and resolve discrepancies

Milwaukee, Wisconsin, Us

• Managed a multi-disciplined data analysis team responsible for partnering with division leadership to analyse processes and develop improvement recommendations utilizing of Six Sigma methodologies as well as developing and maintaining operational data and reporting for 1,200 employee Customer Solutions division.• Directed strategic planning of Customer Solutions division quality model incorporating soft skill and audit based quality solutions. Determined and enforced quality standards through influence with functional business units, while communicating performance against and adherence to quality model to senior management through monthly business reviews.• Innovation program (I-innovate) manager with proven value creation through effective collection, assessment, development and implementation of customer and employee driven improvements resulting in cost savings of $200,000.• Led strategic planning of operational utilization of NICE Interaction Analytics. Developed division strategy to incorporate technology into current quality processes, while leveraging new functionality to provide customer satisfaction insight through data mining

Milwaukee, Wisconsin, Us

• Directed planning and implementation of quality solutions and standards for business acquisitions (APS/CheckFreePay - walk-in bill payment & FiservEFT - card processing and fraud detection) resulting in improved processes and quality controls which yielded increased customer satisfaction and defect ratio reduction.• Led project to develop and execute a bi-annual employee satisfaction survey process, including baselining satisfaction vs industry standards and identification of improvement opportunities, which resulted in increased employee engagement and improved retention by 35%.• Coordinated with department leadership to document business processes, analyse performance and develop recommendations to support optimization of contact center business processes.• Assisted department leadership with composition and recommendations for strategic business plans.

Milwaukee, Wisconsin, Us

• Managed the development of an employee level performance management solution for 1,200 employee contact center, based on balanced scorecard methodology, which utilized SQL dashboards to provide individual KPIs resulting in improved employee performance, increased leadership feedback and enhanced employee morale.• Partnered with senior management to develop and implement an employee incentive program resulting in improved performance and accurate rewarding of top performers.• Conducted market research and in-depth analysis for recommendation on desk sharing strategy in contact center which resulted in a reduced facility footprint of 20%.• Utilized data standardization and cleansing to improve reporting and data mining accuracy on customer satisfaction date, which improved accuracy of department analysis and recommendations by 25%.

Milwaukee, Wisconsin, Us

• Developed SQL dashboards and reporting utilizing ELT to report and track KPIs on daily, weekly, monthly and quarterly intervals, which provided senior management with accurate performance and measurement tools.• Utilized statistical techniques to analyse and interpret employee performance data into comprehensive reports, which senior management utilized to improve production performance.• Collaborated with senior management to recommend process and technology improvements, resulting in the introduction of omni-channel processing (phone, email, webchat) which improved customer satisfaction and turnaround time.

Milwaukee, Wisconsin, Us

Milwaukee, Wisconsin, Us

Milwaukee, Wisconsin, Us