Regina Pollard Email & Phone Number

Provides oversight for several Federal contracts including the PBGC Document/Contact Center and National Institutes of Health. Responsibilities include management of more than 80 FTE’s including various Program and Middle Management Staff (Task Leads, Managers and Records Managers). Designs programs consistent with increased efficiencies and cost control. Other duties include reports provisions, design and implementation of training programs, procurement of all project staff, providing recommendations consistent with enhanced technology (IVR’s, Contact Center routing software, scanning equipment, etc.). Key duties also include management of all associated budgets, analysis on lean/kaizen opportunities, direction of all programs (current and targeted) and securing labor consistent with forecasts

Responsibilities include daily management of the Document Management Center (DMC) for the Federal Agency of Pension Benefit Guaranty Corporation including all personnel and contract performance. During the first month of employment, created all standard operating procedures and performance measurements. Responsible for daily management of 2 Deputy Managers, 4 area Supervisors, 8 Task Leads and 50 general staff members. Created quality measures to ensure that participant files are handled with efficiency. Established quality measures in order to maintain 99.9% accuracy in document management. Established many performance measurements and Kaizen programs to increase the quality of document processing and efficiency in workflow and staffing

Responsibilities include daily management of the FEMA Map Service Center (MSC), Customer Contact Center including personnel and performance management. Provide management for the MSC Contact Center including training of all staff, employee development and daily evaluation and management of workflow fluctuations. Evaluate staffing requirements ensuring that all contract standards are met or exceeded. Provide direct personnel management for 5 Technical Support Representatives responsible for order and data taking, data entry and service provision for all FEMA mapping products. Developed tracking and reporting mechanisms to monitor staffing requirements and performance measurements. Developed various bulk e-mail programs utilizing Lyris software to announce new services and center product offerings. Designed and monitored outbound call campaigns to introduce products and services to active customers and verify all portions of their account information. These programs involve a sustained outbound marketing effort and have resulted in cleaning more than 40% of the overall customer database providing increased data integrity. Center consistently surpasses contract goals and service levels as directed by FEMA. Outreach management involves the development and launch of various educational and marketing campaigns to provide advanced public and federal knowledge of FEMA MSC offerings.

Responsible for daily management of 20 Customer Satisfaction Representatives and 2 area Managers. Developed all department performance measurements as well as various company and sales policies. Managed all personnel for 2 centers and regularly traveled to these locations in order to evaluate staffing requirements and provide adjustments to such in order to maintain customer satisfaction and center performance levels. Monitored the daily performance of both centers and developed performance measurements in order to record and evaluate all factors inherent in performance. Developed incentive programs for inside staff designed to reward exceptional performance while helping to assure that company sales and margin goals were met. Designed an incentive program to alleviate excess inventory which increased morale of staff, assisted the warehouse in ongoing product management and increased order accuracy. Designed a system to capture, document and address all inaccuracies in shipping, receiving, order entry and data processing. Led the team to evaluate all quality concerns in transportation and designed corrective action measurements to increase accuracy. Program resulted in reducing shipping errors by more than 12% annually. Managed all customer database records including customer profiles and contract information. Negotiated and established courier service for immediate delivery of products when necessary. Monitored shipping accuracy and developed plans with warehouse management to evaluate and increase efficiencies of transportation efforts. Established quality verification mechanisms for order entry, shipping adherence and inventory accuracy. Created reports to provide daily analysis of all outbound shipments, rolling sales and profit margin by product.

Position involved planning and organization of start up Customer Focus and Inside Sales department which included the hiring of all personnel, systems design, compensation design, all policies and procedures and the development and deployment of training plans. Responsibilities also included ongoing management of Customer Service and Inside Sales staff, support and administrative staff. Provided the daily management of 5 Inside Sales/Customer Focus Representatives, 2 Administrative Support Representatives, 2 Accounting and Forecast Planners and 1 Marketing Representative. Provided ongoing management for this personnel group including training, counseling, employee development and daily evaluation and management of workflow fluctuations. Monitored the daily performance of accuracy levels for all components in forecast and budget accuracy and adjusted staffing requirements in order to maintain accuracy levels. Developed an electronic customer records storage system to maintain all contracts, quotes, quality concerns and purchase plans. Managed the receipt of customer payment and contract/engineering model acceptance. Converted these and other customer documents to electronic format and saving each record within the customer relations database. Directed the distribution of financial and production plans for all primary contracted customers with more than $80M in annual sales while maintaining an 85% accuracy rating in forecast planning. Concentrated on development and analysis of forecasting and sales budgeting reports including statistical production reports, administration of all sales policies, procedures and relationships. Responsible for meeting with primary customers surrounding the multi-faceted production facilities nationally and evaluating the production requirements of these customers and the facilities' ability to meet the requirements.

Fee Based MarketingResponsible for all functions of a high call traffic, multi-faceted and fast paced outbound/inbound call center employing more than 50 Contact Representatives. Direct reports included 8 Supervisors, 1 Scheduler, and 3 Information Support staff members. Provided daily management for this group including training, counseling, employee development and regular evaluation and management of workflow fluctuations. Duties further included acquisition and management of all call lists, sales forecasting and development of supervisory staff. Center conducted more than 10 fee based programs and required the daily management of staffing hours in order to meet each program requirement. Provided ongoing personnel management of all staff and developed a supervisor training program to increase the effectiveness of overall management. Managed receiving department with responsibility for opening, sorting, documenting and filing all revolving account payments. Created and managed quality assurance for all orders by utilizing digital recording of financial transactions.

Ba, English/Sociology

Activities and Societies: Phi Betta Kappa Suma Cum Laude Honors

Bachelor'S Degree, English Language And Literature, General