Richard Webb Email & Phone Number

Greater Salt Lake City Area

BBSI consults closely with business owners in maximizing opportunities to grow their businesses. We help your business grow by providing strategic planning, human capital management, risk mitigation/management, payroll, worker’s compensation insurance, claim management, and staffing services. We let you do what you do best by taking over the day to day administrative tasks, leaving you free to dedicate more time and effort into business development and growth.In my role with BBSI, I oversee a talented team of business success advocates who are committed to helping business owners and businesses grow and succeed.

Greater Salt Lake City Area

Operational expertise and leadership experience overseeing direct sales, marketing, and fulfillment operations and staff, leveraging extensive consulting experience to define/redesign processes and performance indicators across all areas of responsibility.► Built, trained, and grew the team from seven to 50+, established defined and measurable procedures, and established performance indicators that led to the elimination of flaws in existing customer handling routines and a 300% increase in customer satisfaction.► Championed collaboration between sales, billing, and fulfillment departments, driving an increase in customer confidence and a reduction in canceled orders that all led to a 37% decrease in voided transactions.► Accelerated the establishment and adoption of standards and best practices through a deliberate approach to process improvements and improving disparate outsourcing efforts across the U.S., South America, and South Africa.

Utah

Founder, owner, and principal of this national consulting firm sought after for its work in strategy consulting, leadership development, project management, process improvement, and culture/employee loyalty programs. Owned and managed all aspects of business and process development, client onboarding and relationship management, P&L and budget management, and organizational design.► Built the business from the ground up, establishing long-term and profitable partnerships with notable clients that include CCA Global Partners, Convergys, Cigna Healthcare, Abbott Laboratories, The Cicero Group, FedEx Kinkos, Porsche Automobiles, and GE Capital. Engagements included:► CCA Global Partners: Recruited and trained a team of operations professionals in support of a residential flooring vertical.► Cigna Healthcare: Codesigned and consulted on customer service engagement and interaction processes.► Citibank: Led a three-year project for the development of strategy and processes for the launch of a digital credential product line that included backend support and verification solutions.► Abbott Laboratories: Customer care and retention programs and continuous process improvement strategy.► FedEx Kinkos: Delivered an 18% increase in customer satisfaction through improved customer service and customer care programs.► Porsche Automobiles: Defined and designed a customer care operations strategy that included detailed recommendations on improving customer feedback and analytics Development, and leadership development.

South Jordan, Utah

Full operational and P&L responsibility for the $200M contact center for this nationwide top-three self-storage industry leader. Tracked to a $40M budget while shaping the strategic direction, multi-year forecasting, planning, leadership development, facility operations, and employee engagement programs. Coordinated the efforts of ten senior managers.► Slashed employee turnover from 218% to 85% and achieved $500K in savings within one year.► Influenced the team, garnered team support and drove peer accountability for the implementation of change initiatives for improving service quality, customer satisfaction, and employee engagement with results that included: ► Reduced call abandon rate from 13% to 3%, increased customer approval from 32% to 88%, and an internal approval rating increase from 39% to 90%.► Executed multiple cycles of structured process improvement, restructured the sales center (including job descriptions), and implemented tracking processes that improved accountability through automated, weekly, and data-driven performance evaluations.

Salt Lake City, Ut

Hired to provide strategic direction for and management of cross-functional operations (sales, technical support, call center, identify verification/registration) in support of an anticipated business growth trajectory for this SaaS and identity varication platform and 24x7x365, 99.999% uptime support operation. ► Coordinated service and incident management initiatives for a portfolio of Fortune 500 and Global 500 companies.► Streamlined a multi-step verification process by eliminating procedural bottlenecks in the certificate-verification process to reduce overall processing time by 15%.► Led technical troubleshooting efforts for employees of federal and state governments and civilian contractors using PKI and digital credentials.► Reduced support calls by focusing on customer education and training documentation.

Greater Salt Lake City Area

Directed the day-to-day operations of an outsourced, geographically-distributed call center with an agent capacity of 1,400+ agents across multiple projects. ► Delivered up to 30 concurrent projects of variably-sized teams on time, budget, and according to client specifications.► Introduced new technologies that increased business offerings 66%.

Business Management Studies, Business Administration And Management, General

Bachelor Of Science - Bs, Business Management