Greg Loper Email & Phone Number

St Paul, Minnesota, United States

Oversight of the DVS Vehicle Services Program for the State of Minnesota including:o Vehicle Title and Registrationo Disability license plates and placardso Specialty license plateso Auto dealerso Commercial Trucking Vehicle RegulationResponsible for:o 117 employeeso 1.5 mm titles , and 7mm registrations annuallyo 1.4 billion in annual revenueProject oversight of eight concurrent buildout projects representing the largest expansion of Minnesota’s vehicle inspection program since it began.Initiated and championed data driven decision making efforts in Title and Registration that quantified demand for services, staffing requirements, and the impact of key initiatives on the organization.Responsible for developing, championing, and implementing legislative initiatives including leading legislatively mandated working groups.

St Paul, Minnesota, United States

• Played a key role in the rollout of eGain as an enterprise email management solution including implementing key portions of user acceptance testing, and interface with the vendor on issue resolution and process improvement.• Reviewed options for implementation of Calabrio WFM within in the Public Information center providing recommendations based on best practice experience.• Managed frontline staff balancing email and phone response as well as performance management.• Received back to back exemplary reviews from two separate managers.

Greater Minneapolis-St. Paul Area

Launched and managed recruiting operations in Minnesota and Western Wisconsin resulting in over 7,200 offers being made between August of 2016 and January 2017.Developed and led a partnership with the Confederation of Somali Communities in Minnesota creating career opportunities through a culturally relevant presence.Directly responsible for hiring, managing and training twenty-five first and second level recruiters in six offices in and around the Twin Cities.Led national call and email campaigns that supported 47,000 contingent offers to associates nationwide with weekly efforts resulting in over 30,000 calls and emails produced weekly.Developed staffing and call models for both inbound and outbound call distributions that resulted in successful client support and additional business

Burnsville, Mn

Managed relationships between The Connection and clients of call center services including implementation, modification, and service improvement. Responsible for accurate forecasting of client financial and call volumes while seeing to find the most effective and efficient solutions for new and existing clients.

Managed the day-to-day operations of a 17 person call center averaging 360,000 calls a yearEnsured contractual service levels are met for all clients supported by departmentDirected budgetary responsibility for a 1MM budgetDirected the implementation of an IVR designed to provide 24 hour a day self-service capabilities that reduced calls offered to an agent by 38%Oversaw quality assurance programsImplemented training restructuring that reduced training time of new hires by one thirdLed hiring efforts that expanded staff in the entire service center from 17 to 43 during 2008

Managed the day-to-day operations of a 16-person contact center, including first- and second- level representatives in a union environmentCoached employees to meet the changing needs of the organization, including new software and expanded service goalsDeveloped an ongoing training program to increase comfort with core products, increase customer service, and generate salesChampioned new sales initiatives to increase overall member relationships with the credit unionEvaluated, hired, and integrated new employees into an expanding team to create a cohesive and productive team capable of meeting service level and quality expectations

Managed four different helpdesks (Polycom Global Services, Delta Wired Workforce, Micron Server and Desktop, and Corporate)Directed daily management of 15 to 25 first- and second-level helpdesk technicians in a 24/7 environment, averaging between 300 and 500 calls per day from between 45,000 and 200,000 end users, including both technical and customer service escalationsAnalyzed daily, weekly, and monthly call reports and daily call monitoring to meet and exceed quality expectations and service level agreements, while maximizing profitabilityCreated and updated new hire and ongoing training programs to ensure accurate and constant production across the teamUsed enterprise-level call center technology, including Aspect Agent Administrator, CustomView Director, and CentreVu 8.0 to interpret and direct call center performanceCoordinated and directed the creation of internal, Web-based technical notes that allowed for swift resolution of technical issues and provided guidance for customer service issuesConsistently received the highest rating possible for a Call Center Team Manager, while frequently fulfilling other roles in the organization

Master Of Divinity (Mdiv), Preaching

Bachelor Of Business Administration (Bba), Business