Ron Hicks Email & Phone Number

Augusta

Led Global Data Entry, Banking, Manual Checks, Distribution, Indexing, Inquiry Management production including Tier 2 support for all processes consistently driving continual process and training improvement resulting in increased KPI's and reduced cost.

Responsible for all processing, support and implementation of payroll, benefits and customer specific interface processes including Tier 2 and 3 support consistently driving continual process and training improvement resulting in increased KPI's and significantly reduced cost.

Shared Services Operations Manager leading Research & Resolution globally for Payroll, Interface Management, Garnishments, Manual Checks and Data Entry.

The Global Life Cycle Management Director ensures the successful implementation and transition of strategic accounts globally. Additionally the director develops and implements quality improvement initiatives driving increased customer delight and reduced cost enabling NCR's Worldwide Customers Services division improving NCR's ability to grow their customer profile. Global Problem Management and Self Service Incident Management Service Excellence programs are two key examples of such initiatives. The Director supports a global Team of highly skilled proffesionals.

Led the Americas (North and South America, and the Caribbean) customer care center operations, including technical support, managed services and internal/external help desks. Results:•Key member of sales efforts doubling customer base and generating in excess of $20 million incremental revenue.•Exceeded cost savings objectives by over 300% yearly while meeting all customer contracted Service Level Agreements. •Support 600 employee’s with an operational budget over $30 million. •Developed and implemented global “Career Path Mapping Program”.•Responsible for Help Desk Operations, Networking Operations Center and ATM Management Services.

Responsibilities:Implementing a knowledge management environment focused on enhancing the end user customer experience while simultaneously driving employee productivity and operational cost savings. Results:•Established global knowledge management structure and processes.•Operationalized knowledge management within Worldwide Customer Services (WCS) providing $5 million of savings.•Drove the development and implementation of the Global Call Management workflow tool increasing customer satisfaction over 10%.•Raised Employee satisfaction from 75% to 83%.

Led the Americas Business Critical customer care center operations driving increased service delivery results and implemented global structure. •Established business Critical support structure and processes resulting in an increase in customer satisfaction.•Drove key customer satisfaction metric of Direct Connect from 79.3% to 92.36% and percent resolved within guidelines from 86% to 96.29% far exceeding objectives.•Developed and drove global acceptance of Remote Customer Champion roles and responsibilities providing global consistency in service delivery.•Key member of the Service Offer Deployment Quality Improvement Team, which developed the process and trained all Worldwide Customer Service locations. The result of this effort was consistent service delivery for customer serviced by multiple locations.

Education record

Executive

Education record