Eric Strausbaugh Email & Phone Number

Hanover, Va, Us

Hanover, Virginia, United States

* Develop, integrate, and oversee agency-level Business Process Re-engineering framework.* Identify, prioritize, design, test, deliver, and monitor small to large, simple to complex business process improvements.* Engage stakeholders from 24 divisions across 6 portfolios to operate through targeted improvements, formal projects, multi-faceted initiatives, and over-arching strategies.* Partner with technology and IT security teams to capitalize on system functionality and develop enhancements.

Richmond, Virginia

Assess business processes and operational structures to identify gaps between current and optimal performance and create plans for organizational effectiveness. Design and implement strategies targeted at improving the performance of regional offices and local departments of social services. Cultivate partnerships to devise and enact solutions and provide coaching, consultation and training to facilitate change.

Ashland, Va

Accountable for safely, accurately, and effectively processing packages to ensure timely customer deliveries.• As a Learning Ambassador, provided initial and follow-up training to new/seasoned associates.• Conducted scanner and water spider audits and provided feedback to ensure understanding and compliance to all safety and process policies. • In the role of Small Sort Lead, oversaw small parcel processing by up to 30 associates in six functional positions.• Collaborated with management to design/implement optimal closing and staging operations, effectively reducing nightly processing times by 46% (10 people hours).

Spearheaded multiple projects to optimize the alignment of work, improve operational efficiencies, and enrich the customer experience. Engaged 157 stakeholders from 14 unique work groups.• Reskilled and aligned 109 employees across 5 business units. Reduced back office support needs by 6%, improved utilization by 5%, and increased capacity by 557K calls per year for an annual savings of $5.7M.• Designed formal process for follow-up calls, aligned system prompts with guidelines, and developed reporting tools to present overall performance, non-compliance, and outlier behaviors. Eliminated 31K follow-up calls per month, reduced call-type handle time by 47 seconds, and increased capacity by 239K calls per year for an annual cost avoidance of $2.2M.• Modernized support boundaries documents and enhanced customer web resources to emulate contact center support flows. Reduced out-of-scope support by 13% and grew product-specific revenue by 27% through targeted lead generation for an annual net of $830K.• Consulted on varied initiatives tied to key performance indicators. Engineered reporting process for isolating calls by customer qualifiers. Forecast call volume impacts by phase of product launch. Partnered with IT to identify opportunities for Robotic Process Automation. Co-facilitated field operations workshop that revealed 24 pain-points and led to the development of 20 solutions to address 16 core issues. Developed template for securing contact details for customer escalations. Led project team for vendor chat reporting improvement. Built framework for movement of work and vendor center resource allocation. Piloted design changes for organization-specific tear sheet.

Led four functionally distinct teams: Attendance Administrators, Metrics Analysts, Web Developers, and Quality Trainers. Designed analysis and forecast tools for internal staffing, resource utilization, and performance. Provided employees with real-time access to key operational results.• Conceptualized and promoted “Four A” approach to attendance: Alignment, Awareness, Action, Achievement. Reduced absenteeism by 19%, increased attendance plan compliance by 47%, and improved “zero-absence” rate by 54%.• Achieved a 20% cost-per-call savings via the application of scheduling and performance evaluation processes to subsidiary work groups• Identified focal points for assessing repeat call drivers. Reduced customer repeats by 12%.• Led the design and publication of more than 25 Executive Summary, Operational Results, and Key Performance presentations• Oversaw the development of a web-based reporting tool and real-time dashboard

Directed various levels of call center operations.• Financial responsibility to $21M• Centralized resource management functions for three regional call centers• Devised strategy to ensure compliance to regulatory measures through the dynamic scheduling of more than 360 employees and vendors• Designed processes for the efficient extraction and presentation of results for 650 employees• Established five specialty functions to ensure superior customer service• Trained twenty frontline supervisors through “New Manager Orientation”• Promoted employee engagement through participation in organizational summits and motivational seminars• Active member of the Potomac Frontline Steering Committee and the Potomac and Mid-Atlantic Diversity Councils• Verizon Excellence Awards judge

Led measurements team; supervised nineteen hourly employees.• Provided center-level analysis and projections of key indices• Ensured compliance to standards and promoted progressive improvement• Motivated associate performance through consistent coaching and feedback sessions

Bachelor Of Science - Bs, Mathematics

Master'S Certificate, Applied Project Management