Richard Sutherland Email and Phone Number

• Expediting customer on-boarding projects with internal and external technical and administrative teams to minimize downtime by 50% and achieve 100% accuracy.• Maintained 100% compliance with EDI customer confirmation transmissions.• Managed customer portal to ensure zero charge-backs for delayed deliveries.• Escalation point of contact resolving complex issues reducing returns/cancellations by 70%.• Develop creative solutions to enable 100% order fulfillment. • Collaborated with billing execute sales initiatives and facilitate upwards of 98% invoicing accuracy.• Learn/Understand/Coach order and warehouse teams on customer portals to achieve order fulfillment.• Operational fluency with SAP by Design.

• Oversaw management of over 200 remote technical support teams including Regional Ambassador Managers (RAM) and Ambassador Managers (AM) to provide superior support delivery.• Reviewed team performances and modify and/or design service delivery processes to meet and/or exceed defined KPIs.• Conducted immediate and skip level meetings to develop process improvement initiatives.• Coordinated with client product teams and internal training teams to maintain knowledge bases and develop training material for front-line teams.• Managed service delivery resources to ensure upwards of 95% staffing and technical connectivity• Managed and track client developed initiatives to ensure 100% compliance.• Evaluated and mitigate service delivery challenges to maintain upwards of 95% staffing.• Developed and distribute reports to impacted stakeholders, daily and ad hoc.• Managed employee culture initiatives to build and maintain high employee morale.• Coached service delivery teams to maintain 2-day turn-around or better• Ensured complex issues escalated to T2 and T3 service teams within 2 days.• Implemented “Wow” program to ensure customer callback within 1 hour on initial contact

• Coordinated with Operations and Account Management teams to ensure consistent service delivery.

• Prepared and delivered Weekly Business Review (WBR) to review KPIs with client• Supported Team Managers and Support Engineers in resolving customer dissatisfaction.• Developed strategies to drive positive Customer Satisfaction (CSAT) returns.• Motivated and inspired Team Managers to overachieve on KPIs

• Managed Technical Engineers in support of MS Exchange, Identity Federation and SharePoint (Online and On-Premise)• Coached team towards attaining/exceeding monthly metrics• Monitored calls and coached support engineers on ways to improve the quality of service delivery• Assisted support engineers in finding and presenting suitable solutions to resolve customer issues

• Troubleshoot customer connectivity issues within BPOS environment via oral and written communications.

• Administrated local State and Federal campaigns annually, including the preparation of UWBC’s grant application, as well as the review of 45-55 grant applications from local social service agencies.• Administrated annual grant review panel for distribution of a total of over $150,000 to local social service agencies.• Analyzed target companies, and planned/executed giving strategies to support community initiatives in our local community in the areas of Health, Education and Income.• Met with and made reports to Campaign Cabinet and corporate community volunteers through regularly scheduled weekly and monthly meetings.

Primary point of contact with responsibility for coordinating the company’s resources to ensure optimum client satisfaction.• Coordinated incoming and outgoing transition of billion-dollar (Net Asset Value) clients.• Created and implemented policies and procedures reducing, the turnaround time for client support data by 50%, subsequently improving data accuracy and allowing accounting teams to meet or beat deadlines for internal and external deliverables.• Cross-sold company products to enhance clients’ relationship with the corporation.• Assisted in the creation and presentation of the company’s response to RFP’s