Richard Kaylor Email & Phone Number

California, United States

Carlsbad, California, United States

El Cajon, California, United States

• Client Services Consulting• Provides music production services and mastering.• Music performance, recording, composition, voice over and DJ services.• Musical instrument retailer for Suzuki Musical Instruments.

Vista, Ca

Bakersfield, California

Direct the operation of multiple Patient Service Centers (call centers and referrals). Total Staff of 75.Designed and implemented the new Patient Service Center for Kern County.Consolidated the patient referral services in Kern and Fresno Counties.Successfully lowered hold times to an average of 80% of calls answered within 30 seconds or less.Designed and implemented the departments Intranet site.

Greater San Diego Area

Created and directed the customer service operations for a new hand-held medical test device company. Created and defined the organizations structure and processes to insure customer satisfaction and retention.Designed the department CRM (customer relationship management) system.Implemented and managed the VOIP call queue system with extreme budget restraints (RingCentral). Developed repair documentation and procedures in conjunction with a third-party manufacturer.

Poway, California, Usa

Directed the technical, customer service, inbound sales and product support call center operation groups that provides Internet and computer software support for North America (total staff of 64)Team leader for the continuous improvement initiatives and projects for the Client Service organization.Analyzed, recommended solutions and managed projects that increased customer satisfaction and increase productivity. Consolidated multiple service groups creating a cohesive client service organization that addresses an average of 20,000 interactions per month.

San Diego, Ca Usa

Conceptualized, created and directed the operations department for a new Internet company (Technical Support, Customer Service, Self-Help systems and QA).Directed the implementation of an Internet based self-help system (knowledgebase, web-chat, e-mail response and online user guide) that addressed 4,000 inquiries per month. Project manager for the department Customer Relationship Management system.Defined policies and procedures and initiated department and staff performance metrics.

San Diego, Ca Usa

Defined, re-engineered and directed the inside sales and customer service operations.Initiated order tracking and other performance measures that resulted in a 50% increase in order productivity.Managed the corporate facility operation that supported 200 employees.Directed the processing of accounts receivables and collections. Coordinated the enterprise-wide Customer Relationship Management and ERP projects.

Foster City, Ca And Farmington Hills, Mi

Directed technical support service operations (call center and application engineering).Facilitated the consolidation of multiple service departments during a 3-way merger and managed the restructured organization that resulted in a $1.6 million operation cost savings.Managed multiple operations located in California, Michigan and New York.Project manager for multiple projects (Y2K, Customer Relationship Management, software upgrades and website development.

San Jose, Ca

Conceptualized and created the customer service organization (customer service, technical support, product repair, engineering, training, authorized service, warranty programs, parts and accessory sales).Designed and implemented multiple projects (CDROM training, parts distribution, repair tracking and CRM system).Contracted and managed multiple outsourced partners.Generated parts and accessory sales revenues of $300,000 in 7 months.

Roy, Ut

Restructured the engineering and technical support teams that resulted in a 98% customer satisfaction rating while decreasing repeat calls by 50%.Designed and implemented the CRM system used by 60 employees to document customer inquiries used to improve product design and reduce call volume.Developed training curricula, user documentation and conducted training courses.Implemented and managed the creation of a knowledgebase and Internet help system that addressed 13,000 customer inquiries per month.Project manager for product design improvements, quality programs, Total Quality Management and ISO 9002 implementation.

Bachelor Of Arts (B.A.), History And Music Engineering

History studied with an emphasis on southwestern United States. Music composition, electronic music and recording technology.

General Education, General Education