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Accomplished customer-focused leader with a proven track record of continuous improvement through customer driven enhancements while delivering extraordinary service in a competitive market place. I have managed product and technology projects as well as both large and medium sized customer service and operations departments handling sizable specialized teams as well as small universal service and technical teams.Specialties: Customer/Credit Services/Contact Centers - Workforce Management - Voice of the Customer - Quality Assurance - Continuous Improvement - Project Management - Web/Mobile Servicing - Statistical/Behavioral Modeling - Please take a moment to browse through the files below. This will provide some insight into my philosophies and perhaps a unique perspective on areas of interest. I would enjoy your feedback and input.
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Management Information ChiefDepartment Of Revenue- Wisconsin Lottery Dec 2010 - Jan 2020Responsible for the evaluation of emerging technology, the service support and technical support for the 1,000 plus staff in the Wisconsin Department of Revenue. -
Vice PresidentSummit Credit Union Oct 2001 - Apr 2010Responsibilities included three inbound/outbound multi-media contact centers for customer service, consumer lending and mortgage lending. Designed and implemented the organization's very robust retail help desk, quality assurance, voice of the customer and business continuity plan. Increased product penetration by over 200%. Developed a remote delivery channel that eclipsed face-to-face channel performance by 140%. Implemented a unique business model that exceeded expectations in performance and engagement. Developed expertise in the emerging mobile/smart phone delivery channel. -
Senior Director/Vp Of OperationsMetris Companies 1999 - 2001Led the first corporate Internet servicing team for remote banking. Reduced operational unit costs by 25% in the first year and 28% in my second year. Provided leadership for over 240 staff in the areas of customer service,quality assurance, workforce management, continuous improvement projects, payments rendition, account maintenance, training, knowledge management, fraud control, client relations, settlement, finance, site management and billing systems. -
Avp OperationsFidelity Information Services 1989 - 1998Previously CUNA Card Services and Certegy Card Services. Through continuous improvement initiatives, improved productivity by 180%. Achieved a market penetration rate of 75% on an outsourced product line. Provided leadership for 130 staff supporting telecommunications, contact center, collections, credit services, fraud control, product management and risk management. Deployed the first financial services corporate-wide voice mail system. Implemented a wide spectrum of technology including telecommunications, neural networks, automated underwriting systems and collection management systems. -
Operations OfficerFirst National Bank Of Omaha 1987 - 1989Provided leadership for customer services and telecommunications. Developed a comprehensive and accurate forecast model based on marketing projections and demographic behavioral variables. Improved operations productivity by 66% while improving accuracy by over 20%. -
Operations ManagerCitibank 1982 - 1987Part of an exclusive management team that launched the first remote banking product in the world. Working with IBM, designed one of the first multi-session workstations that gained international recognition. Participated in the launch of one of the first audio response units in the nation. Supported 24/7 contact centers as well as credit services, quality services, optical processes, audio response and settlement.
Tim Samuelson Skills
Tim Samuelson Education Details
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Economics, Sociology -
Business/Managerial Economics
Frequently Asked Questions about Tim Samuelson
What is Tim Samuelson's role at the current company?
Tim Samuelson's current role is Retired but still learning.
What is Tim Samuelson's email address?
Tim Samuelson's email address is ti****@****sin.gov
What is Tim Samuelson's direct phone number?
Tim Samuelson's direct phone number is (800) 362*****
What schools did Tim Samuelson attend?
Tim Samuelson attended North Dakota State University, University Of Wisconsin-Madison - School Of Business.
What skills is Tim Samuelson known for?
Tim Samuelson has skills like Management, Vendor Management, Product Management, Customer Service, Process Improvement, Disaster Recovery, Strategic Planning, Marketing, Team Leadership, Business Analysis, Team Building, Mortgage Lending.
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Tim Samuelson, CPA
San Francisco Bay Area2deloitte.com, deloitte.com -
3gmail.com, airbus-dscomm.com, motorolasolutions.com2 +1 951-XXXXXXXX
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Tim Samuelson
Chanhassen, Mn2aol.com, promotionselect.com1 +195247XXXXX
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