Michael Starkey Email and Phone Number
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Michael Starkey personal email
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With over 15 years of experience in leading operations, business process improvement, technology, and customer service. I am a certified quality manager and a process/quality improvement expert. I have a proven track record of delivering results that align with strategic goals and customer expectations, leveraging technology and data to enhance business solutions, and fostering collaborative and productive relationships with all stakeholders.As the Director of Operations at Careington International Corporation, I direct a team of 30 employees across individual and group retail operations, agency administration, reporting, master data management and accounts receivable. I have successfully proposed and implemented a lockbox solution that eliminated the need for 10 additional FTEs, reduced the customer ticket queue backlog by 45%, led the operations department through multiple SOC 1 Type 2 audits, and redesigned the internal communications and service workflows to meet the demands of work from home. My mission is to drive operational excellence and customer satisfaction, while supporting the growth and innovation of the company.
Careington International Corporation
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Director Of OperationsCareington International Corporation Nov 2020 - PresentFrisco, Texas, UsDirected 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.
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Director, Business ProcessLhoist Apr 2014 - Oct 2020Limelette, Walloon Region, BeConsult 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• Initiated and managed first ever customer survey in company history with follow-up improvement teams to set course for customer centric focus -
Director, OperationsCbts May 2013 - Apr 2014Cincinnati, Ohio, UsResponsible 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 Managers, VoIP Principal Consultant, Sales, Pre-sales Specialist and Inside sales and IT Managed Service Customers. Managed staff of 15 technical team members across both run and build operations.- Designed and implemented a scalable 24/7 Customer Solution Center(Help Desk) to meet all customer SLA's as user base grew from 1,500 to over 15,000 endpoints.- Led process improvements that increased throughput capacity by 30% while decreased failure rate by 50%- Resolved a $1+ million outstanding receivables issue that was over 1 year old. -
Assistant Vice President, Hauser Corporate SolutionsHauser Aug 2008 - May 2013Cincinnati, Oh, UsResponsibility 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 for Hauser Insurance Group Employee Benefits divisions. • 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 -
Assistant Vice PresidentGreat American Insurance Group Apr 2000 - Aug 2008Cincinnati, Oh, UsManaged 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 a portfolio of over 50 concurrent projects in: Business Process Engineering, Web Services, Enterprise Portal, Business Continuity Planning, Compliance, Training, Deployment projects and technology Help Desk call center services.• 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
Michael Starkey Skills
Michael Starkey Education Details
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Xavier UniversityGeneral -
Ohio UniversityHealth Services Administrtion
Frequently Asked Questions about Michael Starkey
What company does Michael Starkey work for?
Michael Starkey works for Careington International Corporation
What is Michael Starkey's role at the current company?
Michael Starkey's current role is Director - Assistant Vice President | Strategic and Operations Management, People Management, Process Management.
What is Michael Starkey's email address?
Michael Starkey's email address is mi****@****ist.com
What schools did Michael Starkey attend?
Michael Starkey attended Xavier University, Ohio University.
What are some of Michael Starkey's interests?
Michael Starkey has interest in Children.
What skills is Michael Starkey known for?
Michael Starkey has skills like Process Improvement, Business Process Improvement, Leadership, Risk Management, Business Process, Analysis, Project Management, Strategic Planning, Management, Team Building, Training, Program Management.
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