Gary Proctor Email & Phone Number

Dagsboro, DE, US

Swedesboro, NJ, US

• In my daily role, I drove cross-functional departmental collaboration to achieve strategic objectives, enhance overall business performance, and greatly improve Customer Experience. I expanded omni-channel operations.
• Elevated self-service efficiency for order intake from 63.8% to 82.5%, resulting in 20%+ reduction in staffing requirements.
• Formulated and executed 74% of a comprehensive five-year roadmap by driving significant change resulting in remarkable achievements across people and processes while implementing numerous technology objectives.
• Elevated departmental tenure from 68% of technicians with 180 days of service to consistent attainment of 90%+ to foster a stable and experienced workforce.
• Achieved stringent budget expectations in 19 out of the preceding 24 months; consistently delivering service levels and exceeding a 70 NPS and other quality benchmarks.
• Pioneered innovative staffing strategies (VTO) in 4Q2022, eradicated mandatory overtime, and achieved 80% year-over-year reduction in attrition.

Lancaster, Pennsylvania, US

• In this role, I led comprehensive enterprise strategy for contact center execution at Fulton Financial Corporation and six affiliate banks. I consistently delivered agreed-upon service levels with affiliate banks. I.
• Yielded a productivity surge equivalent to a 14% - 18% increase by revolutionizing workforce management procedures.
• Detected and rectified bottlenecks in recruiting pipeline as well as minimized hiring vacancies from 90 days to under 30 days.

Hartford, Connecticut, US

• In this professional capacity, I guided pivotal design choices as subject matter expert in contact center telephony for the “Vision 2020” platform, while overseeing a substantial investment over $12M. I assumed a.
• Orchestrated a transition from 25 internal staff to a formidable force of 500+ vendor-managed agents annually.
• Executed integration of Salesforce.com to fortify individual pre-65 telesales operations by replacing an outdated solution rendered ineffective by Affordable Care Act of 2010.

Hartford, Connecticut, US

• In the course of this employment, I optimized Medicare field and telesales processes by orchestrating a comprehensive overhaul of the lead delegation process. I leveraged creative Salesforce.com licensing strategies to.
• Conceptualized and executed a telesales zip code-based call deflection strategy within a swift 25-day timeframe with a budgetary allocation of $25K; delivered annual savings $1M+.
• Revamped Salesforce.com licensing strategies that facilitated the migration of 150 internal users to a robust 700+ licensed users, a move that averted a potential cost escalation from $196K to $862K annually.

Hartford, Connecticut, US

• I championed comprehensive restructuring of reporting mechanisms across Medicare, individual, small group, and voluntary telesales operations. I addressed pipeline visibility gaps and significantly enhanced efficacy of.
• Created the business charter (ROI) and championed the migration from the existing premised-based call delivery solution to a SaaS telephony platform reducing projected enhancement spend by 65% and eliminating 48+.
• Oversaw vendor evaluation process for selecting and implementing Aetna's inaugural CCaaS multi-channel contact platform to cater to needs of 800+ agents spanning diverse product lines.Additional Experience:Bank of.

Mba, It Concentration

Bs, Accounting