George Bird, M.A. Email and Phone Number

Expert Contact Center, Customer Service, Operations, Leadership and Management consultant.

Customer Contact Center Operations Analyst, supporting the functions integration to call center technology including:• Developing in-depth knowledge of all technologies and computer systems used by the Customer Contact Center (C3) to function as a Subject Matter Expert (SME) on them • Work under minimal supervision on medium to large projects • Participate as a member of project teams in the role of SME and C3 advocate• Participate in acceptance testing of changes to the C3 technology and computer systems• Develop, coordinate and execute C3-impacting project task lists and schedules as a part of the larger project activities• Execute recurring Project Management activities such as reporting, providing status updates and communication as scheduled (daily, weekly, quarterly, etc.)• Lead internal C3 projects from inception through deployment• Support other internal C3 projects as a SME• Work under minimal supervision on customer impact problems • Partner with C3 management and Service Co. I.S. Teams on issues relating to production technology issues • Serve as a client advocate when working to resolve technical issues with other departments within Comerica• Respond to, troubleshoot and resolve technical issues with phone or computer systems• Communicate system outages within the contact center • Provide on-call support approximately one week per month, during which will respond to urgent issues• Identify and lead to implementation of technology and process changes that improve efficiency and enhance productivity • Participate in the development and maintenance of C3 operating procedures and documentation• Expert knowledge of all C3 operating procedures, retail and C3 mainframe applications • As needed, support employee onboarding and changes by submitting ID and access requests and setting up phones and other equipment• Perform internal system audits

National Administrative Services Manager accountable for leading centralized/remote Executive Assistant (EA) support to all US based executives. EA support includes time and expense reporting, calendaring, email, booking travel arrangements, booking office space and conference rooms globally for traveling executives, preparing reports and correspondences and other administrative duties as required by the executives. Accountable for the development, training, scheduling and personnel management of centralized EA's.

Product Manager for software applications used in the banking industry with an emphasis on the contact center sales & service functions, Enterprise Work Force Management (WFM) opportunities, Integration to 3rd party vendors, security and compliance issues, complaint management and Mulitchannel integration. -Manages and monitors existing compliance issues with the CFPB, OCC and other banking regulatory agencies for value added enhancements to software-Manages product research and analyses of problems with and enhancements to existing products, positioning channel of distribution, and/or procedures that will increase sales.-Conducts in-depth analyses of customer needs, industry competition, market share, market conditions-Provides strategic vision and prepares strategic documents to senior leaders on products-Develops action plans for achieving strategic objectives relative to product development/enhancement, and ensures profitability through the competitiveness of existing products.-Reviews the development and maintenance of product operating procedures in cooperation with Customer Care and Communications. -Identifies new products and services for an assigned product area.- Researches, surveys, and prepares preliminary research materials on customer perceptions of assigned products through the compilation of data and information gathering-Assists with developing communications and group presentations for product enhancements, new products and sales presentations.- Prepares and conducts product demonstrations to C level stakeholders-Uses product and project management methodologies.

Call Center Site Leader(2009 to 2010)Responsible for planning and executing the site closure of the Corpus Christi location while simultaneously taking responsibilities for improving operational performance, managing relocation of a facility from Irving, TX, and directing Customer Service and Solutions Contact Center functions. 11 direct reports and more than 350 indirect reports.• Directed retooling and site training to support transition from Online Banking to Consumer Model Customer Service.• Fulfilled Virtual Unit Manager activities during position vacancy in Irving location.• Served as subject matter expert on Military Operations migration to Enterprise environment.• Coordinated and successfully executed six-month (March – August 2009) relocation project from Irving, TX, including implementation of Voice Over Internet Protocol (VOIP).(2004-2009)Site Leader Military Bank Contact Center• Turned around failing location affected by low morale, poorly trained staff and management team resulting in excessive employee turnover. Presented weekly training sessions to managers focused on coaching and developing employees, and educated staff on interpreting available statistics to identify employee behaviors, aimed at meeting site standard goals. Cultivated “best managed Contact Center in the company”. Associate survey results revealed overall satisfaction level among employees increased from 72% to 87%. Staff turnover decreased from 54% to 18%.• Taking customer satisfaction scores from worst to first being named “the top customer satisfaction” by customer survey scores month after month for nearly one year, and maintained top ranking call scores by quality analysts for 18 consecutive months.• Reversed call center with flat revenues to achieve 225% of goal in credit card applications within first six months • Orchestrated training initiatives for technology implementation of $15 million vendor system.

Civic advisory board to the Mayor and members of City Council for the City of San Antonio. As Chairman I assisted in preparing agenda items and led the board in monthly public meetings. I conducted public hearings on master park plans, funding priorities, and neighborhood input on a $65M annual budget. Provided guidance on issues pertaining to the city's Park and Recreation Department to the Mayor and members of council with recommendations through private discussions and open testimony before the city council. Required diplomatic negotiations with the Mayor and 10 City Council Members to meet the individual needs of each district while balancing the needs of the entire city with limited resources.

Customer Service / Call Center Operations

Member of the Board of Directors and served as Treasurer for a coalition of neighborhood homeowners associations in the North West area of San Antonio.

Customer Service Manager for Unitied Paracel Service

Command Control Communications Computer Operations/Security