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.

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.