Jeff Kendall Email and Phone Number
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SENIOR BUSINESS LEADER & OPERATIONS EXPERT – Positioning organizations to exceed strategic objectives and achieve sustainable results.With 25+ years of decision-making experience, I am a leader in transforming organizations through process improvement, policy development, and Lean Six Sigma implementation and I deliver on large-scale, multi-million dollar programs across multiple industries and verticals. ✔ LEAD COMPLEX STRATEGIC PROGRAMSAs Director of Strategic Programs for Combined Insurance Company of America, I instilled implementation leadership and program support.➞ Actively leading a program designed to improve profitability with five year revenue projections of $110M.➞ Improved program management delivery and visibility by optimizing resources and formalizing project management practices.➞ Met critical deliverables through effective resource planning and optimization, and by partnering cross-functionally to enhance project delivery.✔ DELIVER IMMEDIATE PROGRAM RESULTSWithin the first six months as Director of Strategic Programs, I executed multiple successful initiatives that delivered immediate and long-term benefits, each with high-visibility.➞ Supported segment-specific recruiting by launching a web-based landing page within two months.➞ Increased sales opportunities by delivering Phase One within six months and documenting Phase Two business requirements for an Online Sales Portal.✔ BOARD-LEVEL COLLABORATION & LEADERSHIPI have continually engaged in non-profit and volunteer organizations, including having served on the Board of Directors of the Test Positive Awareness Network (TPAN) from 2014 to 2017. ➞ Grew within TPAN from Board Secretary and was elected as Board Chair in second year.************To discuss how my program leadership, operations, and executive leadership expertise can help your organization, please add me as a connection and contact me at JLKEND@yahoo.com.
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Director, Customer Experience ★ Delivering Customer ExcellenceNational Council Of State Boards Of Nursing (Ncsbn) 2017 - PresentChicago, Il, UsRecruited to foster a culture of customer excellence, leading the Customer Experience and Operations department, which supports the programs and services offered by the Information Resources division to Member Boards, Nurses, Institutions and the Public.SELECTED ACHIEVEMENTS✔ Conducted a start-stop-continue exercise with the department to determine opportunities for improvement.✔ Implemented support service levels and customer satisfaction survey (CSAT), which in the first full year of implementation resulted in: ✔ 83% One-touch tickets. ✔ 92% Customer Satisfaction Rating. ✔ 91% Service Level Achievement.✔ Improved the inquiry escalation process for members and customers to resolve escalated inquiries within five business days.✔ Led documentation of standard operating procedures.✔ Developed realistic expectations and a resource model.
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Director Of Strategic Programs ★ Instilling Program & Project Management Practices For GrowthCombined Insurance United States 2015 - 2017Chicago, Illinois, UsRecruited to lead enterprise-wide initiatives that deliver sustainable results to the organization.In addition to driving strategic, complex, high-visibility initiatives domestically , I met critical business objectives by overseeing consulting, analytical support, vendor support, and matrix management to 15-member project teams.SELECTED ACHIEVEMENTS✔ Directed large scale strategic program for a new distribution channel with new insurance products.✔ Improved program visibility for a new distribution channel program.✔ Boosted overall delivery by instilling program and project management practices within the first six months. -
Director, Program Management & Quality ★ Improving Processes To Maximize Overall Project SuccessGuarantee Trust Life Insurance 2012 - 2015Glenview, Il, UsLed strategic, process improvement, and insurance product initiatives with the overarching goal of leading a successful turnaround. Simply leading process improvement programs would fall short of fixing systemic issues, so under my leadership, we built a PMO that positioned the company for long-term success.SELECTED ACHIEVEMENTS✔ The new PMO infrastructure resulted in the turnaround and successful implementation of a $1.3M PeopleSoft upgrade.✔ Redesigned a quality program and delivered a $350K savings.✔ Led an operational assessment and recommendations that turned around a company as part of a special project for the Chairman and CEO. -
Director Of It Operational Excellence ★ Driving Change By Transforming ProcessesHallmark Services Corporation 2012 - 2012In 2012, asked by executive leadership to drive change and transform programs through IT operational excellence and leadership.There previously wasn’t a strong emphasis on process and quality, and we shifted focus for 40 total reports and 10 offshore contractors across the Corporate Service Desk, Telecom, Quality Assurance, ITIL, and Process teams to deliver improvements to people, processes, technology, and service. SELECTED ACHIEVEMENTS✔ Reduced hours for regression testing 76%.✔ Delivered a 50% reduction to the mainframe testing queue.✔ Dropped open incidents by approximately 50% in three months.
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Director Of Shared Services ★ Increasing Efficiency For Project Management And Support TeamsHallmark Services Corporation 2010 - 2012At Hallmark, Shared Services encompassed Information Capture and Support Services (ICSS), Quality, Training, Project Management, and Product Development.Director of Shared Services, I led efficiency in overall operations and led four direct reports, and 120+ indirect reports. SELECTED ACHIEVEMENTS✔ Delivered a $147K cost reduction and increased efficiency for a new technology.✔ Increased same-day processing to 98% and transformed the ICSS team to a highly efficient operating unit.✔ Maximized profitability by overhauling and enhancing an $8.4M annual budget.
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Director, Process & Quality Management ★ Forming Process & Quality Teams To Drive QualityKantar Operations 2006 - 2009Tooley Street , London, GbKantar Operations was undergoing a period of formation and change and needed to standardize global methodologies and achieve project management harmonization.Recruited to the company to form process and quality management teams, I drove quality improvement enterprise-wide. In addition to matrix-managing global and regional project teams, I led post-acquisition analysis and recommendations to facilitate integration.SELECTED ACHIEVEMENTS✔ Created the Lean Six Sigma process and Quality Management system, and rolled out across North America.✔ Accepted into the WPP High-Potential Program and was nominated for the program by the CEO.✔ Consolidated development project management methodologies from three companies and established a framework for the Global PMO. -
Director Of Information Technology ★ Services And Operations DirectorCna Insurance 1998 - 2006Chicago, Illinois, UsCNA Insurance was the eighth largest commercial insurance writer nationally with annual revenue exceeding $849M. I consistently exceeded position objectives and grew from Services and Operations Director to Director of Information Technology. As Director of IT, I led 85 total reports from help desk, field site support, issue resolution, and process improvement. As Services and Operations Director, I led 20 direct reports with accountability for operations, finance, help desk, and financial interface teams.SELECTED ACHIEVEMENTS✔ Reduced overall equipment expenses by $48M annually.✔ Improved equipment delivery by 67%.✔ Saved $700K annually by rolling out a new vendor management process. -
ManagerLiberty Mutual Insurance 1985 - 1998Boston, Ma, UsHeld various levels of Information Technology positions with increasing responsibilities for the management of office relocations and restacks, network capacity planning and installations, telecommunications services, desktop migration from Macintosh to Intel platform, end-user training and support, and personnel management.
Jeff Kendall Skills
Jeff Kendall Education Details
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Quinlan School Of Business, Loyola University ChicagoOperations Management -
Binghamton University School Of ManagementManagement
Frequently Asked Questions about Jeff Kendall
What company does Jeff Kendall work for?
Jeff Kendall works for National Council Of State Boards Of Nursing (Ncsbn)
What is Jeff Kendall's role at the current company?
Jeff Kendall's current role is Director, Customer Experience.
What is Jeff Kendall's email address?
Jeff Kendall's email address is ke****@****ail.com
What is Jeff Kendall's direct phone number?
Jeff Kendall's direct phone number is (847) 699*****
What schools did Jeff Kendall attend?
Jeff Kendall attended Quinlan School Of Business, Loyola University Chicago, Binghamton University School Of Management.
What are some of Jeff Kendall's interests?
Jeff Kendall has interest in Cooking, Home Improvement, Reading, Crafts, Gourmet Cooking, Home Decoration, Health.
What skills is Jeff Kendall known for?
Jeff Kendall has skills like Vendor Management, Process Improvement, Leadership, Project Management, Management, Business Process Improvement, Program Management, Sdlc, Itil, Training, Information Technology, It Strategy.
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