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All aspects of customer experience management. Designed / implemented telephone and web / mobile voice of the customer programs in multiple industries in the USA and Europe.Introduced processes and solutions to drive performance improvement via Workforce Optimization solutions and best practice implementation. Significant experience in Health Care Service and IT operations. Experience also in telecommunications, hospitality, utility and other service industries.- Led initiatives to improve self service web portals for increased utilization and cost savings- International business insight and experience; led teams or projects in North America, the UK, South Africa, Australia, ASIA Pacific and much of Europe.- Launched and maintained work at home program with more than 900 employees- Successfully built and led best practice contact centers and contact center business units in HR, Employee Development/Training, Quality Management, Resource Planning, Customer Experience, Back-Office Servicing, Front-Line Telephony and Web based Servicing, Business Analysis, and System Application Design, Development and Implementation.- advanced contact center technology literacy- strong leadership and employee development skills- excellent communication, analysis, and problem solving skills. - self motivated, results oriented, composed, confident and committed to team based performance.Specialties: Mobile Apps, Multi-channel Self-service, Contact Center operations, Call routing, Call flow, Call Center performance, Contact Center management, Call Center technology, budgeting, unit cost, Call volume, business consulting, strategic business plans, coaching, Workforce optimisation, Quality Management, Speech Analytics, Customer Feedback, cost control, CRM, customer satisfaction, customer service, scheduling and forecasting, IVR, management development, negotiation, performance management, presentation skills, and work at home
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Vice President OperationsManchester Wood Pellets May 2019 - PresentManchester, Connecticut, United StatesManufacturer of premium hardwood barbecue pellets for use in pellet grills and smokers. Pellets are produced from 100% natural, locally-sourced hardwoods. Co-founder of this start-up that has grown to over 120 retail sites, multiple restaurant clients, and a recipient of various industry awards. Lead all operational aspects of the business including day to day manufacturing, procurement, supplier / partner management, staff recruiting, training, business process development, facility management, logistics and warehousing, maintenance management, continuous improvement, and project management. Partner with other founders to manage the financials, accounts receivables and payables, investor management, sales qualification, marketing, and strategy. Being a start-up I have been hands on with designing, implementing and running of all aspects of the company including the maintenance of the equipment and running of the mill facility.
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General ManagerFibredust Llc Nov 2018 - Apr 2019Cromwell, ConnecticutLed US Operation. Led warehouse operations, product manufacturing, purchasing, resourcing, and retail product development and sales. FibreDust LLC is a US-owned private company founded in 2002 to provide growers with organic, renewable, eco-friendly substrate. -
Independent ConsultantIndependent Consulting Aug 2016 - Nov 2018Hartford, Connecticut AreaContracted with national bank to be sole provider of services related to the collection of receivables, asset liquidation, general maintenance and security, and other caretaker services related to my former employer, Central Connecticut Cooperative Farmers Association, that filed chapter 7 bankruptcy in August 2016. Supporting bank employees and legal counsel in bankruptcy proceedings while supporting bankruptcy trustee with research and information collection relevant to proceedings.
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General ManagerCentral Connecticut Co-Op Farmers Association Sep 2014 - Aug 2016Manchester, ConnecticutOverall leader of a farmer owned cooperative serving regional animal nutrition and livestock needs for farms in Connecticut, Southern and Eastern New England, and Eastern New York. Responsible for production, sales, and delivery of over 4,000 tons of feed monthly and $20 million in annual sales. Reported to the Board of Directors. Day to day leadership and accountability for all company operations including strategic planning, dispatching / delivery, manufacturing, truck fleet management, facility management, purchasing, sales, marketing, customer service, finance and banking, retail store, Human Resources, staff development, union negotiations, and administration.
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Vice President, Service Operations SupportAetna (Aetna Acquired Coventry Health Care In May 2013) Jun 2010 - Nov 2013NortheastEnterprise Business owner for the Member self-service web portal, Provider self-service web portals, Web Portal Voice of the Customer program, Provider Search Interface tool, IVR Voice self service, intranet knowledge base and activity tracking/CRM tool. Service Operations business owner for telephone and ACD solutions, WFM, work at home program and translation services. Executive business liaison to corporate IT department.- Implemented Web Portal Voice of the Customer Program on over 80 corporate website properties. - Member Portal Site Opinion Index consistently higher than Healthcare index- Introduced electronic communication functionality and processes via web portal and activity tracking tools resulting in annual print and postage savings of over $1 million- Increased web portal user registrations; Member Portal >25%; Provider Portals > 35%- Increased web portal transaction activities: Provider Portals > 109%- Reduced web portal incoming support calls through focus on production support, actioning voice of the customer feedback and targeted enhancements. Reduced a minimum of 11% for three years running- Lead support and maintenance of the internal CRM/activity tracking tool used by over 10,000 users; annually implement over 30 enhancements, 6,000 system administration tasks, and 400 report requests- Implemented new AVAYA telephone system (CMS 16) across over 4,500 users in the service organization providing consistent functionality, virtual queues across the sites and streamlined business continuity- Built and maintained a work at home program for multiple service center job roles supporting over 900 full time work at home employees- Maintain and evolve the enterprise wide intranet knowledge tool - essentials. Support over 10,000 users monthly; over 5,000 searches monthly; over 3,500 monthly updates -
Director Of Operational ConsultingVerint-Systems Jan 2006 - Jan 2010Led the pre and post sale consultancy and technical design components of Performance Optimisation solution projects. Focused on the best practice implementation and utilization of workforce optimization solutions including Call Recording, Quality Monitoring, Performance Management, Workforce Management, elearning / Coaching, Customer Feedback and Speech Analytics.- Responsible for leading consultancy engagements to over 50 top UK organizations such as BT, RSA, the DWP, HMRC, British Gas, npower, British Airways, and Conduit. Achieved several million pounds savings and improved revenue as well as up to 5% increased customer retention.- Achieved annual revenue targets through the development and implementation of a successful pilot and proof of concept deployment process for Speech Analytics solutions for Lloyds Banking Group, npower, O2 Ireland, Shop Direct Group, the DWP, HMRC, Conduit, VHI, BT Business, the AA, Talk Talk, Home Retail Group and others.- As the EMEA champion, achieved annual revenue targets through developing and managing the successful implementation of Customer Feedback Analytics solutions for Leeds City Council, Blue Square, RSA, British Gas, npower, HMRC, BGL Group, Yorkshire Building Society, Turkish Telekom, Center Parcs Europe and others.- Represented Verint as a Contact Centre Expert in industry publications and events. Authored articles and delivered presentations, webinars and workshops for major contact center publications and events including Call Centre Focus (CCF), Customer Contact Association (CCA), Utility Week, Customer Management, Contact Centre Link.com, Contact Centre World, Call Centre Helper, CCExpo and Call Centre Europe. -
Director-Solutions ConsultingVerint-Systems Jan 2005 - Jan 2006Lead team of 10 Solutions consultants supporting EMEA. Consultant on discovery sessions, Business Case and ROI development with contact center customers to validate their investment in a Witness performance optimization solution
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Senior Business ConsultantVerint-Systems Oct 2003 - Jan 2005Support Sales team with prospects and clients designing solutions targeted at their specific business issues. Facilitated contact center workshops to develop best practice processes and technical solutions.
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Vp, Service SolutionsCoventry Health Care Feb 2000 - Oct 2003In a 1,200 seat, multi-center service organization, developed, implemented and led strategic, operational and tactical business plans to achieve and exceed the customer service operations goals; reducing operational costs while increasing employee and customer satisfaction and increasing the economies of scale through acquisition and centralization. Led and was accountable for various customer service center activities including technology additions and enhancements, contact center strategies (including outsource recommendations), service teams and company wide process improvement. Performed due diligence analysis and made recommendations on the purchase of potential corporate acquisitions. -
Healthcare Consultant To Director Of OperationsClear Technology (Formerly Jade Llc) Jan 1998 - Jan 2000A Software Development and Customer Service Consulting Company, providing automated transaction processing solutions within the Insurance, Banking and Financial Services Industries Worldwide.- 75% improvement in claim processing turnaround time through leading the development and implementation of strategic operational improvement plans in claim processing- 200% revenue increase through client relationship development resulting in additional long-term contracts- 60% staff adherence improvement through design and implementation of a forecasting and scheduling tool -
Director Of OperationsUnitedhealthcare Jan 1996 - Jan 1998Leadership of 350 employees in a multi-product line, multi-system platform, healthcare service center providing services for claim adjudication, telephone customer service, and client administration. ($10.2M annual budget)20% unit cost reduction through cross skilling and aggressive performance development40% growth of transaction volumes through consolidation and internal alignment of business -
Office ManagerUnitedhealthcare Jan 1995 - Jan 1996Led 175+ employees in a healthcare service center providing claim and telephone customer service$3M annual expense reduction through leading project to rationalize and consolidate contact centers reducing total from 23 to 15 centers
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Claim / Business ManagerTravelers Jan 1993 - Jan 1995Direct supervision of 50+ employees and member of Management team responsible for the dramatic improvement in service metrics of the operation. -
Information Systems Team LeaderTravelers Jan 1992 - Jan 1993Direct supervisor of 4 technicians: established and communicated performance expectations, administered performance appraisals, delegated tasks and managed project deliverables.
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Senior Information Systems SpecialistTravelers Dec 1989 - Jan 1992Managed the application development and implementation of OS/2 workstation for use by over 170 customer service representatives in telephone customer service teams.
Richard Ray Skills
Richard Ray Education Details
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Management Information Systems
Frequently Asked Questions about Richard Ray
What company does Richard Ray work for?
Richard Ray works for Manchester Wood Pellets
What is Richard Ray's role at the current company?
Richard Ray's current role is Diverse Operations Leader | Team Player | Hands-on | Lifelong Learner.
What is Richard Ray's email address?
Richard Ray's email address is ri****@****ust.com
What is Richard Ray's direct phone number?
Richard Ray's direct phone number is 508.746*****
What schools did Richard Ray attend?
Richard Ray attended The University Of Connecticut.
What skills is Richard Ray known for?
Richard Ray has skills like Business Process Improvement, Crm, Call Centers, Process Improvement, Strategy, Call Center, Management, Outsourcing, Leadership, Business Analysis, Contact Centers, Enterprise Software.
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2cs.com, schooleymitchell.com5 +172098XXXXX
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Richard Ray
Associate Director Of Systems & Operational Initiatives At Columbia University In The City Of New YorkNew York, Ny4gmail.com, columbia.edu, columbia.edu, columbia.edu1 +164621XXXXX
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Richard Ray
Bridgeport, Tx1yahoo.com
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