Rick Ohl Email & Phone Number

Cincinnati, Oh, Us

Mason, Oh

Manage a multi-site team consisting of 3 technical managers and 38 individual contributors.Drove increased self-service opportunities by developing the internal Service Portal and knowledge base.Over a year, increased knowledge use and self-service by 45%.Identified and drove shift left opportunities from the IT organization, saving approximately 1000 engineer effort hours in 2017-2018.

Mason, Oh

Grew a team of 6 service desk specialists to 16 after in-sourcing activity.Developed KPI's through requirement gathering with business partners and senior leaders.Over a one year period, reduced team abandon rate from 30%-6% and average answer speed from 10:00-1:00. Increased first callresolution from 50%-70%.Stood up internal team knowledge base and established knowledge management best practices.

Florence, Ky

•Track existing call center metrics and institute additional metrics appropriate for a service desk•Design and recommend new workflow and staffing models based on collected data•Examine current workflow and process to find and incorporate efficiency gains•Develop staff and tools cost models to •Contributed to process mapping and instituted offshoring program for some duties•Began and currently lead Command Center improvement project

Florence, Ky

•Supervised, coached, and grew a staff of 6-8 IT professionals•Managed workflow and distribution of responsibilities among staff•Managed High Incident process and facilitate communication between parties during the process•Created and executed action plans for transitioning staff and training/integrating new staff

•Hire, supervise, schedule, and coordinate payroll of 27 student employees•Develop and utilize key performance indicators to evaluate staff•Create and maintain materials to assist and train phone technicians•Managed transition of 20+ employees while maintaining high metrics and meeting organizational goals•Created a new support model for first point of contact•Worked with senior management to create yearly budget for staffing and supply•Instituted… Show more •Hire, supervise, schedule, and coordinate payroll of 27 student employees•Develop and utilize key performance indicators to evaluate staff•Create and maintain materials to assist and train phone technicians•Managed transition of 20+ employees while maintaining high metrics and meeting organizational goals•Created a new support model for first point of contact•Worked with senior management to create yearly budget for staffing and supply•Instituted new time and attendance policy that led to a 60% reduction in uncovered call-offs•Designed and implemented a new bonus program that increased key performance indicators•Oversaw and completed project work set forth by management, including implementation of new services, marketing campaigns, and transition plans Show less

Youngstown, Ohio Area

•Promoted to Field Director from Coordinator after 2 months in position•Completed the “88” initiative: setting up organizations in all 88 Ohio counties•Organized 150+ volunteers in 88 counties through country organizations•Acted as a proxy at speaking engagements and events•Worked personally and through organizations to secure 15, 000 signatures for candidacy and ballot initiatives•Met campaign goal of registering 5,000 voters •Prepared campaign… Show more •Promoted to Field Director from Coordinator after 2 months in position•Completed the “88” initiative: setting up organizations in all 88 Ohio counties•Organized 150+ volunteers in 88 counties through country organizations•Acted as a proxy at speaking engagements and events•Worked personally and through organizations to secure 15, 000 signatures for candidacy and ballot initiatives•Met campaign goal of registering 5,000 voters •Prepared campaign communications including press releases and speeches•Interviewed, managed, and developed office staff and volunteer team of 12 Show less

•Selected as first “Student Supervisor” for IT Support Desk; managed other students during staff meetings•Assisted in creating the first training materials for Support Desk Students•Maintained high ratio of work taken from the email queue