Richard Hellyer Email & Phone Number

Omaha, Nebraska, United States

Lead Kitchen/POS and Hardware customer service departments comprising over 100 North American based teammates managed by ten direct reports. Direct responsibility for BPO market performance in Costa Rica, Mexico, Nicaragua, Philippines, and South Africa. Responsibilities include coaching and development, performance management, strategic planning, project management, process building and hiring.

Omaha, Nebraska, United States

Partnering with the Seres Organization to establish a mentoring program for at risk youth in Latin America. Current priorities include developing and writing curriculum for future mentors and mentees. We are also developing a toolkit to assist those participating in the program.

Omaha, Nebraska, United States

Partnered with product owners/designers to ensure a human centric approach to new products that were being developed including usability testing, pilot phase, and ramp to population. • Partnered with product manager who was leading a team to develop artificial intelligence models for chat channel resulting in a 100 second average handle time improvement netting $1 per contact in savings to the business or $1M+ in savings. • Collaborated with product owner to develop a multichannel tool that business units would use as a live chat and asynchronous message tool to communicate with customers.• Consulted in the development of a new interactive "home page" that teammates would use to access applications to complete daily tasks.• Partnered with product owner to improve the escalation process for abusive callers; worked with production team to review the request, determine feasibility of the request, and understand development time commitment to improve the process.• Effectively improved the complaint submission process by automating ticket creation, establishing global consistency in how these complaints were handled, and providing a feedback loop to submitter to show what actions had been taken resulting in 5-10% improved productivity.

Omaha, Nebraska, United States

Successfully led a high performing, large group of remote and in-office customer service teammates and team leaders. Leveraged servant-based leadership model to create an engaging workforce. Worked with global partners to stand up business units at both onshore and offshore sites. Establishing a team in Arizona office to handle internal buyer complaints. Created new team in Manilla to handle customer limitations. Leveraged deep understanding of budget constraints to strategize new budget guidelines and adherence measures. Successfully developed individualized professional development plans for supervisors and leaders. Utilized strategic thinking to effectively develop short-term and long-term plans to meet goals.• Manilla group titled “Limitations” was established within 6-months and grew to 400 individuals within 18 months.• Utilizes strong acumen to develop people, both for current role and to obtain advancement, by using an approach that adapts to the individual and builds on their unique opportunities.• Leverages in depth understanding of performance management principles including how to rate employees, use of nine box exercise, forced ranking, SWOT analysis, empowerment culture, and sliding scales.• Charged with leading a group titled “Disputes” through a transition from performing non voice case work to only voice contacts. Applying the principles of change management to educate the impacted teams resulted in minimal attrition from company, improved customer experience scores and customer wait times.• Led seamless transition from in office to remote work environment due to COVID-19; successful transition resulted in lower absenteeism, lower attrition percentage, and minimal loss in productivity.• Key Performance Indicators (KPI’s) and notable results:o Key KPI include Handle time, Recontact Rate, Transfer Rate, Attrition and Employee Engagement

Omaha, Nebraska, United States

General Manager of freestanding store

Ma, Leadership

Bs, Business Info Systems

Activities and Societies: Deans List