Richard (Rj) Stevens, Mba Csm Cspo Email & Phone Number

Saint Paul, MN, US

Greater Philadelphia, PA, US

Every day, I am fueled by the belief that the work I do has a profound impact on the lives of others. Whether it’s through facilitating essential communication, driving innovation, or leading a team towards a common goal, what I do is make a difference.Communication is the bridge that connects humanity, bridging barriers and fostering understanding in our.

Greater Philadelphia, PA, US

Waltham, MA, US

• Responsible for managing entire project lifecycle for client solution deliveries of contact center operations. Oversee execution of project scopes, plans, schedules, communications, and completion of program objectives.
• Appointed to manage confidential government projects, executing seamlessly within scope, timelines, and budget.Core Focus:Contact Center Stand Up and Optimization, Project/Program Management, Change Management.

Eden Prairie, MN, US

• Accountable for managing the implementation and transformation of large national client partnerships into Optum IT Service Management services. Acting liaison between IT and Executive leadership for Optum and clients.
• Lead the strategy and implementation of onboarding and optimizing before handoff to operations teams, successfully evaluating client challenges and launching solutions including a global customer support team to manage.
• Analyze current Optum vendors to identify opportunities for client cost savings based on volume and contracts.
• Roll out new customer-focused initiatives including leading the launch of a Patient Safety Escalation Process to evolve operations.Core Focus:Technology Transformation, Client/Partnership Implementation, Program.

Eden Prairie, MN, US

• Appointed to execute multi-year and multi-million dollar global programs with oversight of onboarding and transitioning client’s Help Desk and Command Center operations to Optum. Directed a team of 20+ driving program.
• Led the technology transition for a major client, managing the build-out of infrastructure in 2 countries and the optimization of a 3rd location to support a follow the sun support model. Established a 24x7x365.
• Implemented IVR optimization and process improvements to support increased call volume on reduced employee count, achieving all quality, and call goal metrics.
• Oversaw the transition of all support center employees from previous client, completing onboarding into Optum culture.
• Launched a session of ServiceNow capabilities to support new client call center operations.Core Focus:Program Leadership & Execution, Implementation, and Optimization, ServiceNow Capabilities, Process Improvement.

US

• Led organizational technology strategies, goals, and mission in alignment with business vision. Leveraged technology to advance operations and improve customer experience throughout the clinics, call centers, and.
• Directed the implementation of a call center platform and workforce management solution to improve productivity, visibility, and customer experience.
• Observed clinics to identify areas for improvement and deployed IVR solution to reduce non-clinic questions with built in transfer directly to call center, improving clinic operations while also increasing speed for.

US

• Accountable for direction and leadership of cross-matrixed teams up to 20, leading innovative customer experience projects and acquisition migrations into UnitedHealth Group call centers. KEY PROJECTS/PROGRAMS:
• Deployed exciting enterprise-wide strategic call routing initiative, “Advocate For Me” program, which appointed a single-point of contact to specific patient subset to improve and deliver a 1-1 experience. This.
• Led a multi-million dollar data center relocation initiative, driving project visibility, stakeholder communications, project scope, and on time delivery, leading large cross-matrixed teams.
• Oversaw one of the largest company mergers, successfully leading transition and integration of a large call center into UnitedHealth Group structure.

US

• Managed internal technology and customer-facing projects, leading project teams to deliver within project scopes and timelines. Created NPV/ROI and developed project plans, pitching opportunities to senior leadership.
• Oversaw the launch of a new call center in the U.S., presenting case and achieving funding, managing project deliverables, selected technologies, managed vendors, and launched within 8 months.
• Led a data management initiative to improve electronic record management solution.
• Eschelon Telecom was a 9-state commercial and residential telecommunications provider acquired by Integra Telecom in 2007.
• Previous Professional Experience:Marketing Analyst at Target Corporation, Minneapolis, MNProgram Manager at Alliance Data System, Columbus, OHBusiness Analyst, Assistant Account Executive, and Project Administrator at.
• Military Experience:United States Navy – Operations Specialist 2nd Class Petty Officer- Additionally served for 5 years with the United States Navy Reserve and 4 years with the Minnesota National Guard.

Mba, International Business

Bs, Business Administration