Gary Vance Email & Phone Number

Oakland, California, US

I lead the operations and strategy for Kaiser Permanente's IT Contact Centers. This includes leading the operations teams as well as the supporting technical, planning, and quality teams. In this role I am also responsible for Kaiser Permanente's Executive Support team, as well as the Workforce Management and Quality Assurance team.

Oakland, California, US

Chandler, Arizona, US

Blue Bell, Pennsylvania, US

• Business Services Lead US/Canada As a leader within Unisys s Service Excellence Office, I am responsible for the management of a team of Analysts whose role is to examine internal client data and external third party.
• Respond to customer concerns/issues with sense of urgency
• Thoroughly document customer concerns/issues
• Escalate concerns/issues to supervisor when outside of area of responsibility
• Provide feedback to management/departments concerning recurring concerns/issues

Fort Mill, SC, US

Directly responsible for the overall management of The Corporate Service Desk for CompuCom. In this role, I was responsible for the successful daily Operations of some of CompuComs's largest clients in a variety of industries to include: Pharmaceutical, Manufactoring, Oil and gas, Telecommunications, City Governnment, etc.. I am accountable for the.

Fort Mill, SC, US

Sr. Technical Operations Manager Directly responsible for the day-to-day management of a base of accounts located at the Dallas IT Service Desk for CompuCom. My account base consisted of some of CompuComs's largest clients to include: Rockwell Automation, The City of Dallas and other domestic and International customers. In this role, I was accountable for.

• Director of Operations APAC Customer Services Inc.June 2004 – June 2006 Lacrosse, Wisconsin/Corpus Christi, TexasDirectly responsible for the overall day-to-day operations of a 863 seat call center, management of over.
• Site revenue management of over 3.2 million dollars monthly.
• Supervision of all new business implementation, provisioning of new accounts, client & customer complain resolution and employment decisions.
• Serve as chief facilitator for establishing change and organization design revisions.
• Serve as proponent for team concept.
• Develop, recommend and implement personnel policies and procedures.

Overland Park, Kansas, US

• Project Manager(Contractor) Sprint Communications.September 2003 –June 2004 Dallas, TexasDevelop, implement, coordinate and manage activities related to the nationwide installation of a Data telecommunications network.
• Day-to-Day management of a 12-person team of order entry specialists.
• Participated in network design negotiations.
• Served as main escalation point for field technicians.
• Direct administration of the order assignment process.
• Supervise Order/ Provisioning process.

Cincinnati, Ohio, US

• Sr. Program Manager(Contractor) Directly responsible for the overall day-to-day operations of a 263 seat call center, management of over 300 employees and execution of key client performance metrics for a direct.
• Developed customer service/ B to B sales program including job descriptions, job analysis, job evaluation, market analysis, salary surveys, salary ranges, merit increases and incentive compensation.
• Monitor safety programs and establish procedures to control safety deficiencies.
• Coordinate the performance appraisal system to ensure employees have the opportunity for evaluation.
• Coordinate the record keeping and reporting requirement for Workers’ Compensation.
• Recommend appropriate changes to policies and procedures, which lead to greater efficiency, cost savings, or otherwise benefit the organization and its employees.

Seattle, WA, US

• Project Manager(Consultant) Amazon.ComSeptember 2001 – March 2002 Seattle, WashingtonDirectly responsible for the overall day-to-day operations of 4 US Call centers & 2 International centers, management of over 1,500.
• Coordination of processes& procedures to streamline customer service & complaint dept
• Developed work schedules & performance metrics for all centers based on volume projections.
• Reconfigured technical assistance team to ensure 24 hr response on questions & product concerns.
• Developed training programs that focused on customer satisfaction, 1 call resolution, & effective communications.
• Assisted with long-term budget & staffing plans for 2002

• Sr. Call Center Manager(Consultant) Merkafon International January 2001 – September 2001 Plano, TexasDirectly responsible for the overall day to day operations of a 163 seat call center, management of over 300.
• Site revenue management of over 750,000 dollars monthly.
• Supervision of all customer complain resolution and employment decisions.
• Serve as single point of contact for all client related issues.
• Ensuring team exceeded daily sales goals.
• Develop, recommend and implement incentive programs, retention programs.

• Director of Operations Directly responsible for the overall day to day operations of a 75 seat call center, management of over 110 employees and execution of key performance metrics for an International based.
• Project management of the team to build call center from the ground up.
• Training course development to include Provisioning of new accounts, soft skills training, product & systems training.
• Creation of work schedules & performance metrics for center based on volume projections, Handle time goals, etc.
• Creation of hiring profile, behavior interview questions & overall evaluation process.
• Creation of performance appraisal system to reward outstanding performance

US

Overland Park, Kansas, US