Robert Denman Email & Phone Number

Houston, Texas

Houston, Tx

- Planned and facilitated the development and opening of a new centralized offsite, free standing remote contact center for 11 community health clinics and 19 KippCare locations.- Analyzed clinic needs, facilitated the implementation of processes, work flows, protocols and guidelines for the handling of Patient related needs, appointments and general inquiries.- Created staffing model, from Director down to Agent level, including responsibilities, descriptions, and compensation grades.- Collaborated with all departments to develop processes to create necessary support structure to ensure optimal operations within the location.

Tampa, Fl

- Evaluate current business processes through staff monitoring, intensive reviews of procedures, and analysis of operational statistics to recommend and implement best practices to meet organizational goals.- Analyze call center staff performance and recommend and create weekly call handling metrics to monitor staff, initiate employee self-improvement, and identify coaching opportunities.- Provide senior management with regular detailed analysis of trends and business improvement opportunities. - Utilize extensive knowledge of networks, telephony, operating systems, and Microsoft business applications to improve interdependencies of computer systems, increase security, and provide for disaster recovery readiness.

- Instituted corporation communication philosophies, processes, and management structure to better meet the needs of this fast growing business. - Conducted bi-weekly, multi-day visits with remote locations to monitor, evaluate, train and work hands-on with remote management on management skills, employee mentoring, performance metrics, and system skills.- Implemented quality of service monitoring, customer care processes, and client retention objectives.- Improved HR functions: employee hiring process, retention, evaluations, and benefits communication.

Executive Vice President, 2001-2006- Oversight responsibility for all departments within the company and the overall strategic direction.- Established standard reporting, operating procedures and evaluated for contribution towards company goals.-Managed HR functions; benefits management, compensation packages, performance reviews and compliance.Operations Manager, 1998-2001.- Held oversight responsibility for call center, billing, customer care, and information technology departments.- Developed and directly managed strategic plan for technology integration, Y2K readiness assessment, networks, new operating systems, hardware, software, and digital telecommunication facilities.Call Center Manager, 1996-1998- Maintained comprehensive understanding of call center operations, ACD, call routing, and network services.- Managed call center volume, metrics, service levels, and other performance measures to drive success.- Provided leadership and guidance, created policy and procedures manual, set and monitored performance targets against internal and external objectives.Customer Care Manager, 1994-1995- Proactively managed customer care by developing a CRM database to track all customer care interaction, follow-up processes, quality of service metrics, and satisfaction surveys and reporting.-Worked directly with department managers to identify problems and customer concerns and create resolutions.Sales Representative, 1992-1994- Managed vertical market cold calling, created successful marketing programs with action timelines, searched out untapped markets, and exceeded monthly goals and quotas. - Directly involved with restructuring commission program that eliminated loopholes and created a win-win situation that improved overall company performance and sales staff productivity.

Managed gas cylinder operations – processing orders; managing labor; maintaining legal compliance; and overseeing facilities management, laborers, vehicles, and inventory control; created the Customer Service Department; managed $10 million in receivables; and created processes for managing inventory, client communications, and pro-active client retention procedures.