Rick Lewis Email & Phone Number

Provo, Utah, United States

American Fork, Utah

Sandy, Utah

Consulted with clients to identify financial needs in the areas of business continuity, income protection, wealth accumulation and distribution. Recommended financial products including life insurance, annuities, long-term care, mutual funds and investments.➢ Built clientele base from scratch after moving from NY to UT as Life and Annuity Agent, adding 60+ clients annually.➢ Earned Registered Representative designation with Series 6 and 63 securities licenses.

New York City, Ny

Managed Policy Service and New Business call center telephony infrastructure connecting 6 Regional Service Centers and 2 recovery sites via VoIP environments. Managed business interests for all telephony infrastructure deployments, upgrades and updates including self-service, call routing, compliance recording, quality monitoring, workforce management, reporting, user-experience, fraud detection, access provisioning and system management. Enabled employee performance monitoring through voice analysis and workforce management. ➢ Managed 25-40 projects annually, associated with $1.5 million telephony enhancement budget, including business-side aspects of strategic planning, CBAs, SOWs, vendor management, requirements, design, security review, development, testing, deployment and change management.➢ Managed business-side aspects of $12 million project migrating 6 Regional Service Centers and 2 recovery sites to VoIP infrastructure requiring enhancements to IVR, workforce management, real-time reporting, quality monitoring, recording and speech recognition systems.➢ Managed business-side aspects of projects to consolidate 6 Regional Service Centers into 4, a 25% reduction in overall staff, a 20% improvement in workload coverage overlap, fully redundant operational functionality and work-at-home capabilities.➢ Implemented fraudulent call detection system, alerting representatives and special investigative unit in real time. Developed processes and procedures for prioritized handling of suspicious callers.➢ Managed end-of-call data collection/distribution for client satisfaction survey, improving the feedback process by replacing traditional follow-up calls with timely survey results.➢ Facilitated project development through direct interface with vendors including Avaya, Cisco, Verizon, Verint, AT&T, various specialty vendors and third-party developers/integrators.

New York City, Ny

Provided corporate and operational oversight of regional contact center projects, budgets, staffing, dashboards, customer feedback, complaints, workflow, best practices, process improvement, security provisioning, compliance, analytics, reporting, and documentation of processes and procedures. ➢ As Business SME, provided requirements for an automated workflow system to digitize and centralize storage and distribution of all paper service requests. ➢ Developed and maintained divisional operations plan database. Provided executive management with ongoing project status updates, including: projected and actual timeframes, costs, and FTEs. Used as primary resource tool for line item prioritization during annual budgeting process➢ Developed Best Practices template used to solicit system enhancements and improvements to operational procedures/processes including a database to track requirements, costs, benefits, system resources, approval, and status.➢ Managed business-side transformation of regional system and security access to corporate access provisioning structure; including all associated application and correspondence changes.➢ Standardized multi-site service and call center operations and recovery procedures, including compliance record maintenance, call recording, reporting and performance indicators.➢ Established centralized reporting, analytics, and monitoring performance measurements to facilitate centralized operational oversight.

San Ramon, Ca

Managed regional service operations team of 15, for technology advancement, systems administration, scanning, indexing, mailroom operations and service request processing to maximize agent sales production in the Pacific Northwest, Utah, Nevada and California. ➢ Oversaw all aspects of network, workstation and security to ensure seamless workflow.➢ Managed technology needs of 250 staff associates and management responsible for underwriting and customer service request processing.➢ Handled intake and distribution of correspondence to company departments and teams including mail, underwriting, claims, and service form identification, imaging, and long-term storage needs.