Robert Riccio Email & Phone Number

Perform project work that includes business and technical analyses of a large multi-disciplinary group of stakeholders for process redesign. I provide expertise and share best practices regarding Lean and/or Six Sigma tools & methodologies, project management and team leadership. I work individually, as lead consultant of project teams and in a consulting capacity for projects not directly assigned. I serve as a consultant to internal departments, prepare reports and recommendations for management, and coordinates implementation whenever possible. I am responsible for initiating and leading problemsolving efforts while utilizing proven established methods to ensure sustainable results.• Led project to embed SharePoint into the organization. Created first prototypes to help socialize the concept to the Operational Excellence Departments as well as Operational Departments. Responsible for training department subject matter experts that gained the capability to manage their department pages. • Designed and implemented a Toolkit for the Business Analytics Process Improvement Team (BAPI). This toolkit has all standard Project Management tools along with Continuous Improvement and Change management tools to be successful. This kit also includes all training material for inexperienced users.

Virtual Position

Current set of responsibilities since 2011 is to utilize lean concepts to identify, develop, and implement of process improvements at our 2300 plus Patient Services Center network and Regional network of laboratories. Typical improvement activity results in improved safety, productivity, quality, and cost reductions. Increased probability sustainment in the improvements I am responsible for increasing frontline knowledge on identifying waste, setting aspirational goals, and problem solving. Past responsibilities from 2007 to 2011 were to manage day-to-day operations in a 150-employee hybrid regional call center and a national 450 employee call center. I was accountable for the timely answering of inbound Client or Patient Customer Service related phone calls as well as reaching corporate goals of First Call Resolution and Call Quality. Manage the communication of Tests in Question and Tests not Performed to clients in a timely fashion. I also managed the critical communication of STAT and Critical Results to clients to aid them in making healthcare decisions for our patients.Implemented a Kaizen Continuous Improvement culture in our Quest Health Connect subsidiary. I have planned and executed 3 Kaizen events in 2022 proving $1.4 million dollars in savings. During the preparation I led a bootcamp to train 12 frontline employees on lean tools so they could lead their workstreams during the event as well as to use in their day-to-day operations. Implemented SharePoint online to help drive improvement in data management and to help better communicate within our department. I took the lead for the National Patient Service center during the COVID-19 to create a virtual command center that helped educate and keep our 10,000 plus department informed of processes and news during the pandemic. The success of this site led to me being on the national digital transformation team where we led the company on a transformational journey with improved tools.

Supervised Financial Services call center staff of 250 with 14 direct reports. Monitored call center communications, quality assurance, call volume, and employee production to meet or exceed corporate KPI's. Created annual performance reviews for direct reports. Motivated personnel to maximize productivity while keeping workloads and goals obtainable for the representatives. Arbitrated escalated calls and trouble shot accounts to resolve billing/collection issues. Led and participated in various local and national project teams to help create new processes as well as improve existing processes.• Selected to lead a project to implement an automated dialer for the Dothan Alabama Call Center. Was responsible for completing User Acceptance testing prior to implementation as well as training all employees on the new system. Designed and managed the outbound calling campaigns. This project sharply increased our outbound call productivity which led to a drastic decrease in our outstanding accounts receivable balance. • Designed Accounts Receivable report that enabled a more effective calling strategy by identifying trends in delinquency rates early in collection cycles• Revitalized daily operations of the Savannah Georgia Financial Services Department by achieving greater operating efficiencies and improving employee morale.

Analyzed consumer/commercial trade and industry reports to establish credit limits for 120-branch sales network. Monitored risk potential of $220 million portfolio along with exceptions to credit limits via Peoplesoft Accounts Receivable database queries. Examined data and prepared management reports diagnosing DSO, AR Balances and Delinquency Rates. Recognized by management for ability to work effectively with internal and external customers and willingness to work with group to achieve a common goal.Hired as a permanent employee when I was originally slated to be a temporary employee for two weeks.

Managed cash projections and installation orders for a national network of ATM machines. Monitored software/hardware performance to ensure proper service levels. Utilized technology to advance the level of client services satisfaction. Promoted to Vault Cash Manager after two months of employment. Created a return on investment spreadsheet to predict the payoff time on any specific ATM in our network

Supervised daily operations of rental car branch: fleet management, customer service, staff development and reservations. Interacted with insurance adjusters to manage payment on receivables. Developed solutions to address short and long-term issues affecting the office.Essential in opening new branch along with building and retaining new customer base for the location. Selected Southern Area employee of the month for exemplifying the highest level of customer service possible.

Mba, Technology Management

Bachelor'S Degree, Finance