Gary Hartung Email & Phone Number

Madison, Wisconsin Area

In this position will serve as a leader and subject matter expert in the supporting operational technologies that are used to service and manage TASC product offerings. Working directly with the operational leadership team to identify operational technology investments to address processing and servicing delivery needs.This position identifies business needs, translates those needs to a technology plan and executes that plan into the operations. In addition to planning strategies and transitioning projects into operations, this role maintains the operational integrity of the technologies and service provided. This role is responsible for providing direction, training and development to resources supporting and working on these support systems.Examples of technologies this position will support include Workforce Management Systems (both contact center and back office), speech and data analytics, voice recognition, workflow, IVR/call routing, customer service and ticketing systems, OCR, and company service delivery tools.

Madison, Wisconsin Area

Professional Strengths:• Strong team building, project management, written and verbal communication skills, including development and delivery of presentations to executives, technical professionals, and business process owners.• Experience managing 6 to 10 professionals responsible for supporting contact center and claims operations, performance metrics, reporting, accounting and project management.• Exceptional combination of business and technical skills having proven ability to work at the strategic and tactical level with demonstrated track record of aligning technology to support business vision, and mission.• Extensive knowledge and experience in designing, implementing and managing operational and accounting support technologies and best practices. Technology vendors include: Avaya, Genesys, Verint, NICE, and CISCO.• Oversaw vendor analysis, RFP’s, contract negotiations, requirements, recommendations to senior management and on-going vendor relationships.• Emphasis on analysis of customer service and claims metrics for measuring operational and staff level performance.• Ability to quickly learn, adopt and implement new technologies, with an eye towards consistent customer experience, operational efficiency and quality.• Participated in enterprise-wide and department projects in various roles as project manager, solution architect, and business analyst and business sponsor/owner. Responsible for project budgets ranging from $ 100,000 to $ 5,000,000.• Ability to analyze business processes, identifying and correcting root-cause problems and implementing systems and leading change management.• Extensive experience in the development of cost benefit analysis, forecasts, staffing and scheduling models, analyzing and reporting actual results against targets/forecasts/budgets.• Proficient with Microsoft Office Word, Excel, and PowerPoint.

Support Contact Center Located In San Antonio, Texas

As Manager of the Workforce Management team, responsible for the management of Forecasting, Scheduling, Real Time Monitoring and Reporting, supporting the Customer Service contact center. Played a key role in supporting the contact center’s mission to providing great customer experience while driving efficient utilization of the resources. Major accomplishments were the setup of a new contact center for Connexionpoint in San Antonio Texas. Key deliverables included: creation of the WFM team, forecasting and scheduling processes using the Aspect WFM application and development of the KPI's and reports to meet the needs of the company and business parties then supporting the on-going operations. Also, established a close business partner relationship with the Contact Center’s General Manager and his leadership team.

Madison, Wisconsin Area

At WPS, Gary and his Workforce Optimization team supported the Health Insurance operations area utilizing the most up to date Workforce Optimization processes and technologies. This includes reporting, performance analysis, and modeling, and aligning resources to meet both external and internal demand while achieving required service levels and improving customer experience.Participated full-time for 20 months as Business Sponsor on Corporate-wide Workforce Optimization (WFO) project:o Led RFP process resulting in recommendation to executive teamo Active participant on contracting/SOW team with Vendorso Worked as business lead in the development of the WFO solution architecture leading to 3 successful contact center and 1 back office deployments

At a high level, the position's responsibilities are overseeing the overall strategic direction and implementation of Contact Center technology platforms (ACD routing, self-service, workforce management, quality monitoring, screen pops, reporting), optimizing workforce forecasting/scheduling, delivering common training and monitoring call center performance across a multi-site environment. Also, partnering with the Contact Center management teams to optimize technology, performance and staffing to meet service level and response time objectives across all contact channels. Examples of some projects that Gary will work on are: migrating contact centers to new ACD/phone system, back-office process improvements, new and enhance existing self-service applications, building staffing and forecasting models, and developing/implementing scorecards, metrics, and menu standards.

Gary J. Hartung is the Contact Center Process Leader, at CUNA Mutual Group in Madison, Wisconsin. Previous roles included:> Transformation Contact Center Solutions Architect> Senior Manager - Cross Contact Consistency Manager> Senior Manager - Call Center Technology, Reporting, Analysis> Senior Manager - Financial Planning & Expense Management> Assistant Manager CMCI AccountingRecent Accomplishments:• Participated as Contact Center Solution Architect on enterprise-wide multi-year transformation initiative resulting in several million dollars of run-rate savings. Projects included: o Developed and implemented contact center technologies and support organization supporting for 1,000 agents across three sites. Technologies included: call flow, IVR, self-service, skill based routing, quality assurance/call recording, workforce management, metrics and reporting. o Consolidated contact centers from across the United States to Texas and Iowa• Project manager responsible for successful design and implementation of numerous telephony platforms, contact management applications, business consolidation and changes to business processes. Examples of process improvements include: customer billing, contact management, order fulfillment, incentive compensation, enterprise-wide budgeting and planning process, and internal financial reporting.

Local property management company. Responsible for the general accounting, payroll, financial reporting and regulatory reporting functions, including all computer software applications and hardware operations.

CPA firm (formerly White, Reinholtz and Pfefferkorn, CPA’s). Responsible for conducting financial audits, preparation of corporate and individual income tax returns.