Mike Bulmer Email & Phone Number

Greater Atlanta Area

Greater Atlanta Area

Hemet, Ca; Portland, Mi; Atlanta, Ga; And India

Manage multiple locations: three national and one international (India); locations consist of various departments including: Client Services, Call Center Operations, Quality Assurance, Training, and Document Control Center. Oversee 5 direct reporting managers and 45 employees. Principal focus includes communication with corporate leadership and external clients, project management, process improvement, and RCS services development.

Manage four departments: Call Center, Quality Assurance, Training, and Document Control Center; includes 25 direct reports. All departments support three locations, locally and internationally. Each department's goal is to support the Client Services department through exceptional customer service and adding value to the product offering. Conduct routine support operations analysis focusing on process enhancements, product service delivery and quality. Call Center responsibilities include: customer service, workforce management, management of team members, and quality assuranceQuality Assurance responsibilities include: data analysis, building continuous improvement environment, and managment of team membersTraining responsbilities include: identifying appropriate areas of focus, development of training materials and presentations, and coordinating training staffDocument Control Center responsibilities include: manage workflow process and team members

Successfully and effectively lead and direct a team in a business-to-business setting providing efficient and quality tracking of insurance certificates. Supervise 12 mid-level supervisors, 80+ frontline employees including 50+ employees in India. Oversee operational standards such as client communication, client retention, quality assurance, and on-time product delivery. Developed and implemented a plan to employ a data entry team in India into the current business model, decreasing costs and improving production efficiencies.Generated several reporting structures monitoring production service levels and quality assurance, resulting in the development of a continuous improvement business environment.Offered clients additional services such as outbound phone campaigns and new system functionalities and increased revenue 8% in 2010.Within the first eight months of employment, significantly improved certificate tracking production service levels by 77%.Created proactive customer service program improving client retention from 87% in 2009 to 95% in 2010.

Vista, Ca

Managed and led sales staff in insurance sales and underwriting, as well as supplied managerial and training support for sales and service start-up operation starting from zero to 225 employees. Provided oversight and management of up to 80 direct employees, including performance improvement coaching, administrative reporting, personnel evaluation, and disciplinary process. Initiated and implemented changes and mitigated risks in high-risk environment due to start-up nature of operation

Bachelors Degree, Business Management

Associate, Insurance Services