Richard Irving Email & Phone Number

Greater Salt Lake City Area

Greater Salt Lake City Area

Drove process improvements across multiple functions to increase customer experience (satisfaction) and reduce cycle times of residential and commercial energy projects.•Streamlined and implemented application processes for over 190 utilities (over 600 individual processes) to reduce approval cycle time by as much as 35%, improving Net Promoter Scores for installations and accelerating revenue flows by as much as 25 days.•Implemented closed-looped customer complaint and error process to identify root causes, create actionable improvements plans, and create ownership of quality and customer experience at the agent level. Errors reduced by over 50%.•Developed analytics team to drill into detailed performance data and determine areas of concern/improvement with internal departments and external partners (utility companies). Proactively reached out to utility companies and partnered on improvement projects to reduce errors and cycle time on their processes. Eliminated rework steps and reduced external approval times by as much as 75% at targeted high volume utilities.•Negotiated interconnection requirements for new products with multiple agencies to reduce initial resistance and eliminate unnecessary documentation requirements, allowing products to be installed without lengthy probation periods or cumbersome new requirements. Products were delivered ahead of schedule with streamlined processes.

Greater Salt Lake City Area

Lead a divisional Program Management Office with a global team of project/program management consulting professionals to develop and implement strategic program and process innovations and improvements to drive growth, quality, efficiencies, client satisfaction and regulatory reporting across multiple disciplines for this Financial Services company.

Greater Salt Lake City Area

Eliminated compliance issues and systematically strengthened corporate compliance.•Recruited from the Finance leadership role. Developed an Enterprise PMO of internal consultants and implemented urgently needed corporate wide changes required by changing regulations and regulatory directives by initiating and developing a quality and project management team and continuous improvement program. Promoted understanding that Regulators were “customers” that had expectations and needs.•Institutionalized a sustainable and robust Compliance Program that satisfied regulatory scrutiny by establishing written policies and procedures, developing new processes and instituting governance and change management models. •Resolved over 400 BSA/AML Regulatory Comments encompassing global products and markets in one year; reducing risk and lessening regulator scrutiny.

Greater Salt Lake City Area

Developed and led the Corporate Six Sigma Program and drove the achievement of Corporate Quality goals at a corporate and divisional level.•Directed the corporate deployment of the Six Sigma Quality Program, developing the project management process, standards and operational structure for a corporate-wide program. •Instituted a new focus on Quality (Customer Experience) and Process Management by creating new enterprise strategy and vision for Six Sigma and Business Performance Excellence. Gained leadership approval for enterprise roll-out.•Led a Corporate Program Management Office with an internal consulting team to partner with all business units (Consumer, Travel, Corporate, etc.) and Finance organizations (Controller, Treasury, Accounting, Investor Relations, Business Finance Planning, etc.) to achieve aggressive financial performance targets and customer experience targets through sound business analysis, marketing reviews and driving operational efficiencies. •Exceeded budgeted quality savings totaling $500 MM by executing new strategy focused on end-to-end processes through scorecards (KRIs and KPIs) and improvement targets based on benchmarking and independent assessments. •Improved quality awareness by redesigning all training and methodology; improved identification of and targeting action on continuous improvement opportunities for customer experience and processes.

Greater Salt Lake City Area

Directed deployment of the Six Sigma program at Corporate and Divisional levels.•Saved over $100 MM per year in quality improvements through robust project management.•Increased numbers of Six Sigma trained and certified professionals through standardizing and streamlining certifications.•Expanded Six Sigma methodology from transactional processes into sales and marketing processes and new product development.•Exceeded savings targets by 25%.

Greater Salt Lake City Area

Led product development team for first prepaid travel card at American Express.•Piloted new product in three global markets, establishing customer listening processes and feedback loops.•Drove different marketing and sales strategies in each market based on customer focus group feedback and ongoing customer listening processes and feedback loops. •Launched completely new product after developing and implementing all operational procedures and processes (including technology interfaces) that ensured functionality and met customer expectations and requirements.

Greater New York City Area And Salt Lake City

Reengineered job tasks of global Travelers Cheques Saleforce.•Increased salesforce productivity and job satisfaction by developing new strategy and capabilities for information sharing and mobile computing.•Led change required for salesforce to embrace new technology and learn new skills.•Exceeded project goals by delivering solutions ahead of schedule and under budget.•Increased sales force satisfaction and profitability by realigning sales incentives to profitability targets in place of numbers of tasks completed.

Greater Salt Lake City Area

Directed production and distribution of 400+ million Travelers Cheques.• Reduced production costs by 15% and lead time by 25%.• Managed $20 MM Operating Budget

Master Of Business Administration (M.B.A.)

Bachelor'S Degree, Accounting, A