Peter Pol Email & Phone Number

Omaha, Ne, Us

Valley, Nebraska

- Managed successful ERP implementation across 14 manufacturing sites in 12 months.- Managed cross functional SWAT teams to improve manufacturing, finance, technology, and staffing processes resulting in revenue and profit exceeding original projections by 15%.- Developed and established objective project evaluation standards allowing the organization to prioritize high value, low cost initiatives.- Developed and implemented an intake and evaluation system and process to allow all employees across the organization to submit requests for systems enhancement, and for fulfillment resources to estimate effort.

Omaha, Nebraska

Omaha, Ne

Omaha, Ne

• Managed a twelve member team consisting of Business Analysts, IT Developers, and Production Support Analysts during a two way acquisition• Managed the payroll, performance evaluation, and development of the team members in my directorate• Implemented an improved issue and outage management processes to decrease response time, improve cross training and decrease outage impact to the organization• Maintained the relationship with a Managed Service Provider for all existing systems including the evaluation of Service Level Agreements, hours usage, project priority, and systems enhancement• Managed the use and resource allocation of a third party contractor with six additional headcount to support mission critical business systems• Managed a departmental and contractor budget of approximately 1.5 million dollars annually

Greater Omaha Area

• Lead the efforts of a cross functional team to integrate legacy systems with a new corporate infrastructure• Coordinated the troubleshooting, resolution and communication for a new product role out• Researched and defined requirements for a potential 3rd party software vendor• Assisted in the development of a new IT organizational structure

Greater Omaha Area

• Managed the release of a mobile payment acceptance platform• Coordinated the on-boarding of new clients and independent sales organizations• Developed a more standardized process for client and independent sales organization on-boarding through expanded use of existing systems, interviews with subject matter experts and improved process documentation

Greater Omaha Area

• Created and managed project time lines that ensured milestones and reporting functions were completed in a timely fashion• Created documentation to display process maps, decision trees, data correlation, departmental dependencies, and project plans for Business Continuity Planning, Contact Center escalation procedures, and outsourcer quality and consistency management• Researched and created a Contact Center Business Continuity Plan through interviews with Functional Business Owners, Facilities Management, IT, and Human ResourcesDesigned and proposed new processes for Accounting, Pharmacy Services, and Late or Missing Orders that reduced escalations by 60% and increased first call resolution for members that experienced a problem by 2%• Designed and proposed a new Organizational Chart to enabled Agents, Senior Service Agents, and Supervisors to increase feedback, member satisfaction, and first call resolution• Negotiated requirements and obtained commitments from partner departments to reduce escalated issues through increased agent empowerment and system access witch resulted in lower transfer volumes and decreased resolution time• Managed a campaign to implement new system features using contests and rewards for increased adoption rates

Greater Omaha Area

• Developed and implemented training programs including but not limited to customer service, performance review, effective meetings, and collaboration• Refined and documented processes relating to expense reimbursement, purchasing, performance review, disciplinary action, requests for time-off, new hire on-boarding, orientation, corporate communications and training requests• Managed a relationship with a third party Systems Training organization and handled scheduling of employee training sessions• Served as a liaison between end users and developers during beta testing of a back office system providing feedback on functionality, requirements, and errors • Participated in committees to develop a Customer Service Model, a Corporate Communications Model and a Back Office System