Keith Hickox Email & Phone Number

Springfield, Virginia

Projects• Lead Project Manager for Customer Service Contact Center Transition, Customer Billing Operations and Credit & Collections (BPO 2.0). Oversaw transition for all areas related to move from off-shore to on-shore facilities for a $52 million dollar contract. Oversaw teams and strategy associated with Legacy to SAP transition planning during and after vendor change, pricing and contract negotiations, IO transition support, IVR and VPN provisioning, infrastructure needs, process documentation, training and recruiting of agents and change management. Project continually on schedule (SPI) and under budget (CPI)• Lead Project Manager for Customer Service Contact Center Transition, Customer Billing Operations and Credit & Collections for non-regulated business units. Oversaw transition for all areas related to vendor change for contract. Oversee teams and strategy associated with Legacy to SAP transition planning during and after vendor change, pricing and contract negotiations, IO transition support, IVR and VPN provisioning, infrastructure needs, process documentation, training and recruiting of agents and change management. Project completed on schedule (SPI) and under budget (CPI)• Lead Project Manager for transition from long-term BPO provider administering Health & Welfare (H&W) benefits on its PeopleSoft HR system to an integrated, best of breed, benefits administration technology and administrative services solution. Project included full H&W benefits administration, contact center and internet/portal services. Lead IT project to create new interfaces needed as a result of moving benefits administration off of PeopleSoft HR. Project completed on schedule (SPI) and under budget (CPI)

Washington D.C. Metro Area

Enterprise Operation Manager / Outsourcing Program Manager responsible for operational and strategic initiatives driving workflow improvements through business process management initiatives. I work with clients analyzing horizontal work flow processes through six sigma methodologies, to help lean out capital waste, improve efficiencies and drive sustainable cost savings. I use data visualization, vision mapping and data analytics to help define current and future state road mapping. My scope of service modeling, includes best shoring integration supporting BPO and shared service engagements as well as incorporating on client site information delivery models, within the document/information management

• Call Center Manager & Client Services Manager specializing in building, training, managing and mentoring service delivery teams and call centers for provider relations for a large third party administrator Crawford & Company. Significant expertise performing cost containment and budgeting, change management, forecasting, trend projection, contract compliance, SLA standards and Business Intelligence reporting tools.

Bscj, Criminal Justice And Sociology

Activities and Societies: Pi Kappa Phi, VSU Golf

Bscj