Richard Bickle Email & Phone Number

Tempe, Arizona, United States

• Successfully migrated our legacy phone system to a more robust contact center patform that improved operational performance and efficiencies in multiple areas.• Actively led a project that created a new proprietary software system which proved to be game-changer for our organization in terms of efficiency and effictiveness gains.• Successfully implemented an OTR (One Touch Resolution) training initiative that significantly improved our quality and processing times.• Developed new strategies and operational behaviors that increased the effectiveness of the company’s daily stand-up leadership huddles.• Progressively led restructuring of the incentive plan, including improvement of the metrics tracking and incentive process. • Successfully implemented strategies that allowed for a greater execution against our Customer Happiness Promise.• Demonstrated skills in reducing the number of labor hours needed to effectively calculate end-of-pay-period agent metrics and incentives.• Co-launched an internal leadership development program with various plug-and-play modules, materially accelerating our leader’s personal development

Greater Omaha Area

• Successfully opened 4 new clinics which included interviewing, hiring, and educating RNs, Patient Registration Representatives, and Radiology Technicians.• Provided guidance and support to Providers and direct team members which produced a top 10% Net Promoter Score within the organization.• Resolved conflicts between team members, providers, and patients to maintain an engaged culture.• Conducted regular performance reviews for RNs, Patient Registrations Representatives, and Radiology Techs to identify areas of improvement for individual team members.

Greater Omaha Area

• Developed a Compliance Risk Management System that enabled our team members to maintain a high-quality standard across all processes and procedures.• Analyzed complex data to identify trends, develop insights, and make informed decisions that improved operational processes.• Worked with management to develop human resources policies and procedures to comply with government regulations while also supporting the needs of our team members.• Wrote new SQL queries which created new comprehensive reports detailing progress towards key performance metrics as well as any issues requiring executive attention.• Experience with implementing a cloud-based call center platform from TCN.

Omaha, Nebraska, United States

• This role worked to develop an integrated view of the enterprise using a repeatable approach, cohesive framework, and available best-in-class industry techniques.• Skilled at process improvements regarding dialer usage, account workflows and strategies, training, compliance, contact center agent production, loss forecasting, and workforce management within large contact centers.• Co-wrote an industry leading training program for hundreds of contact center representatives that focused on basic psychology principles of human behavior.• Develop an “Early Warning” trigger system that would identify the potential of the bank's credit card portfolio was heading in an unfavorable direction.

Greater Omaha Area

• Lead a 50+ person contact center that supported such clients as H&R Block.• Supported the Sales, Marketing, Operations, and Finance teams to ensure all company objectives were achieved.• Personally lead the dissolution of the organization at the direction of the holding company, First National Nebraska, Inc.