Kirk Simmons Email and Phone Number

At Fidelity, I was the principal strategist of multi-site call center operations, 4 domestic and 1 international for Warranty Customer Service and Support. I oversaw Customer Contact, New Claims, Sales Support, and Dispatch units to drive staff development, KPI achievement, and efficiency.• Subject Matter Expert (SME) in Customer Service, Issue Resolution, KPIs and Performance Management, Compliance, and Talent Acquisition.• Led the talent acquisition process for 100+ new hires within 90 days.• Spearheaded new program implementation within 6 months.• Aligned all operations to compliance standards, increased staff engagement, and improved the response rate of calls per hour.• Raised first-time resolution of customer service escalations in escalations department by 54%+ through the design and integration of new global and domestic, cross-functional reporting and communications. Standardized all policies and processes.• Streamlined workflow productivity and operational efficiency by 1.6K+ hours per month by eliminating redundancies across organizational processes.• Introduced manager-level KPI reporting on a daily basis.• Slashed current pending tasks by 17% in 5 months.• Optimized turnaround times by 31% via establishment of KPIs and quality goals.

At Montage, I was a proactive overseer of technical customer service operations impacting 3M+ clients, including the service center, call center, HR, regulatory compliance, QA, technician network, talent development and management, and the B2B outsourcing division. I outlined and leveraged KPIs to enhance the customer experience, advance overall performance, and maximize profitability. I also positioned the company as a technology leader by executing 5 technology projects worth more than $8.3M.• Directed, motivated, and mentored 120+ cross-functional staff.• Vital contributor to the launch of the North American Technician Network.• Initiated Remote Worker Program that enabled 70% of team for remote work.• Drove enterprise-wide CRM system development and deployment.• Created a new customer interaction model that cut customer cycle time by 69%+ and resulted in a 11% reduction in per transaction costs.• Consolidated the communications platform into one system.• Catapulted retention by 82%, substantially decreasing turnover through expert strategy design, development, and implementation.

At Sengistix, I was the daily operational leader of the call center and service center, ensuring 24/7 capabilities. I defined and refined KPIs and performance metrics to propel workflow. I also installed SOPs and introduced vital change initiatives. I optimized internal processes, documentation, and new technology implementation. Furthermore, I delegated staff assignments, evaluated performance, and advanced staff development.• Supervised and coached the 8-member Technician Network Implementation Team. Fostered client relationships through exceptional communications, relationship building, and industry networking.• Elevated overall performance by 37%, completing project requirements in adherence to budgets and industry best practices.• Trusted advisor on strategic planning, product feasibilities, financial management, consultative marketing, P&L accountability, and operating budgets. Planned and distributed budgets up to $2.3M.

At Aerius, I was the head of full life cycle project management of 9 technology initiatives worth more than $3.6M. I streamlined resource allocation, performance management, continuous process improvements, and e-commerce directives. I maximized ROI through superior risk analysis, mitigation, and strategic planning. Additionally, I conceptualized and deployed custom application enhancements and strengthened vendor relationships. I researched and evaluated technologies to ascertain areas for growth.• Boosted efficiency, planning, and budgeting by goal setting, team building, and accountability.• Bolstered on-time project deliverables by 100% in accordance to regulatory compliance and contract statutes.• Translated client requirements into tangible action plans. Assessed resources and brainstormed key strategies for organizational improvements across processes, procedures, and protocols.• Allocated limited labor resources to execute projects, including scheduling, prioritization, and task delegation.• Secured partnership with 20th Century Fox to integrate website with a new platform that grew product sales for the Dawn of the Dinosaurs film release.

Guided operations, staffing, resource management and facility administration for a multi-site sales and service center company focused on the automobile, insurance and finance industries. Managed multiple call center strategic performance in the areas of technical solutions, cost management, procurement, risk/issue management and change management. • Advised Board of Directors and executive management team on critical operations and successfully implemented multiple process improvement efforts to exceed KPIs and fiscal goals • Facilitated technical presentations and prepared Request for Proposals (RFPs) and Service Level Agreements (SLAs) and developed solutions • Collaborated with Human Resources to facilitate significant cultural changes to create a leaner organization; implementing and enforcing quality assurance/control procedures as fundamental branding components• Performed system migrations; configuring new systems and peripherals to work with current infrastructure and providing post deployment support• Turned around $16 million dollar department by reducing operational expenses by $2 million (32 percent over three years) while also increasing positive customer loyalty ratings from 77 percent to 99 percent within 18 months • Implemented new telephone system utilizing unified communications and advanced IVR to reduce average call handling by 26 percent • Founded business-to-business help desk division growing it to $3.6 million dollars in sales in just four years• Pioneered supply chain software that saved auto repair customers nearly 50 percent

Devised strategic goals and action plan for Midwest region composed of 14 states. Oversaw region's profit/loss for field operations and direct audit process. Initiated region-wide quality control in customer call center.