Ken Moran Email and Phone Number

Managed processing of warranty claims across ten separate brands, with project manager responsibilities for development of warranty system enhancements and customer experience improvements. Standardized global warranty claims processing guidelines for all brands and locations. Improved claims processing productivities and established cost savings processes and procedures

Directed daily operations of national contact center, including eight managers and 126 CSRs, with responsibility for daily operation of phone and email contact channels, including staffing, hiring and training, and achievement of quality and productivity goals. Standardized customer interaction and workflow procedures. Led change management initiatives, including introduction of standard work and behavioral coaching practices.

Managed daily operations of multi-site inbound customer service operation servicing commercial and military customers. Selected and launched new ACD and workforce planning systems optimizing staffing and system resources. Reduced operating expenses through identification of process and procedure efficiency enhancements. Implemented customer satisfaction surveys, successfully identifying and reducing primary customer dissatisfaction drivers. P&L responsibility.

Led and managed team of CSAs to successful achievement of all required performance goals. Monitored CSA performances to ensure policy and guideline compliance. Motivated, challenged, and guided team members to successful personal best performances. Providedcareer development guidance and counseling for team members. Facilitated several cross-functional customer experience and cost saving process improvement initiatives. Guided successful CS deliverables for several new product/service launches.

Managed daily customer support operations in two locations. Provided project management with responsibility for design and implementation ofcustomer-centric work culture. Directed customer and sales force relations. Led coaching, development, training, and performance management of customer service and inside sales teams. Delivered customer experience improvements through analysis and optimization of workflows, policies, and procedures. Facilitated measurable improvements in customer satisfaction. Guided obtainment of contact center KPIs. Implemented cross-sell/upsell revenue-generating programs.

Directed site management of 300-seat outsource services contact center, with accountability for achievement of contracted service deliverables for five separate clients. Directed successful delivery of all employee, facility, and technology resources required to achieve daily performance deliverables, including service quality, customer satisfaction, optimal efficiencies, and profitability targets. Guided full P&L responsibility and served as primary point of contact for client communications, business, and program planning. Designed, set up, and launched new contact center, including coordination of all technology, facilities, and human resources. Supported new business development by writing new customer support proposals.

Oversawestablishment and subsequent leadership of contact center operations as outsource service provider in accordance with client-required service delivery metrics. Coordinated all program resources, including staff, facility, and technology. Facilitated development of training and staff development programs. Established program KPIs. Designed operational workflows and procedures to ensure successful delivery of client-required deliverables. Facilitated client business review meetings. Led start-up of new contact center, including hiring and training of over 300 EEs. Served as POC for client, handling all day-to-day communications, reporting, and status inquiries.

Manage the daily operations of an inbound and outbound Medical services contact center. Responsible for the creation and achievement of key performance metrics including customer satisfaction, ASA, abandons, handle time, occupancy, and cost/call. Multiple site accountability, including the hiring, training, retention of 150 employees working on site as well as remotely from their homes. Responsible for call volume forecasting and staff scheduling and planning. Held accountable for satisfaction levels of over 300 clients. Managed outbound survey projects, P&L responsibility.

Directed daily site operating efficiencies of 500-seat call center. Managed daily performances of 900 production staff providing technical support, sales, and customer service as thirdparty service provider for eight different clients. Oversaw multiple department direct reports, including contact center agents, training, recruiting, WFM, IT, and facilities. Guided achievement of all client-required performance targets as outlined in service contracts. Performed start-up of 500-seat call center, including hiring and training of 500 EEs across nine contracts/customers. Managed relocation of business from one facility into new.

Lead the daily operations of a PBM service contact center. Managed relationship with outsource vendor. Implemented several quality and process improvement initiatives, including call monitoring programs, staff performance evaluation and measures, site performance MIS, and web-based customer service tools. Directed technological improvements, capacity planning, P&L, hiring, and training. Guided customer service requirements of all departments, including clinical, client services, and mail order. Designed, set up, and launched new contact center. Created customer support process and procedures.

Managed the daily operations of a customer service call center, including capacity planning, hiring and staff development, performance measures, staff rewards & recognition programs. Administered the creation and utilization of daily performance management systems. Proficient in the installation, programming, and daily use of all call center operating systems such as ACD's, CMS, IVR, NICR, and scheduling and call volume forecasting. Facilitated the start-up of the Kansas City, MO call center, including major expenditure proposals, recruiting, facilities planning, and technology requirements. Managed the daily performances of six managers and 150+ staff members.