Michael Starkey Email & Phone Number

Frisco, Texas, US

• Directed team of 30 employees across Individual Retail Operations, Group Retail Operations, Agency Administration, Reporting, Master Data Management and Revenue Operations.
• Proposed and implemented BPO of Lockbox solution eliminating headcount of 8 additional FTE in my dept plus 2 in connected departments.
• Reduced customer ticket queue backlog by 45% through automation, staff training and prioritization.
• Led operations department successfully through multiple SOC 1 Type 2 audits.
• Redesigned internal communications and service workflows to meet demands of work from home.

Limelette, Walloon Region, BE

• Consult with various business functional areas and lead process improvement assessment and implementations:
• Proposed and led North American shipping system deployment project overhaul that accelerated implementation from 6 years to 18 months on time and on budget.
• Championed and implemented the new Business-to-Business integration strategy and technology initiatives reducing targeted staffing by 25%
• Consulted with HR staffing Payroll to implement a 30% reduction of departmental processing wasted time
• Initiated and implemented Robotic Process Automation RPA solution for Customer Master data with 3-month ROI integrating with SAP
• Co-led international corporate based Accenture Global Quote to Cash Process initiative to standardize 80% of global processes

Cincinnati, Ohio, US

Responsible for the delivery of all CBTS contract IP telephony deployments for the State of Ohio. This position ensured that customer deployments were properly managed from pre-sales documentation through customer acceptance and all financial obligations related to those deployments. Coordinated the teams to work closely with Customer Management, Project.

Cincinnati, OH, US

• Responsibility for all aspects of TPA operations including P&L, sales, account management, sales support, customer service, Call Center, technology, and processing for Hauser Corporate Solutions and service operations.
• Saved approximately $1 million in revenue annually in first 3 months by turning TPA operations around
• Improved Call Center top 3 Service Levels Objectives from 50% to over 95% compliance
• Developed growth strategies and created new products to bring in additional revenue sources
• Implemented multiple agency wide CRM systems on-time and on-budget

Cincinnati, OH, US

• Managed various IT service departments with responsibility up to a $3 million budget and 30-person team that integrated People and Process solutions for technology projects to successfully enable technology users..
• Managed the design, development and deployment of an Enterprise-wide portal rolled out to 5,000 employees
• Reduced department annual budget by 15% through job redesign while meeting 100% of project deliverables completed on-time and on-budget
• Implemented project management, instructional design methodology, and design standards that improved customer positive response while decreasing development time
• Reduced document scanning department’s process costs by 72% while increasing through-put by 200%
• Improved call center call resolution rate by 25% through implementing tiered solutions partners

Master'S Degree, Business Administration And Management, General

Bsh, Health Services Administrtion