William Beatty Email & Phone Number

Clearwater, FL, US

Clearwater, FL, US

• Contact Center evaluations including, operations, technology, workforce management, structure, and processes. Financial Outsourcer – Created and strategically led a business strategy for Interactive Video Teller (ITM).
• Optimized efficiencies and accuracy by drafting consolidated reporting.
• Supported the successful implementation of a new WFM application, namely Teleopti.
• Produced a staffing model to forecast resource requirements by client and services.
• Strategically participated in the evaluation, recommendation, and execution of WFM process and procedures.

St Petersburg, Florida, US

Responsible for developing new Contact Center Services that included technology, business partners and agreements with business partners and customers.Contact Center evaluations including, operations, technology, workforce management, structure, and processes.Created and strategically led a business strategy for Interactive Video Teller (ITM) and Chat.

Vienna, VA, US

• Managed the evaluation and improvements of areas encompassing workforce management (WFM), which included performance reporting and optimized staffing models.Key Achievements:
• Optimized efficiencies and accuracy by drafting consolidated reporting.
• Supported the successful implementation of a new WFM application, namely Teleopti.
• Produced a staffing model to forecast resource requirements by client and services.
• Strategically participated in the evaluation, recommendation, and execution of WFM process and procedures.

• Y-12 Federal Credit Union is a federally chartered not for profit organization, owned by its members, offering a wide range of financial services to its members/owners. Provided technical & strategic leadership to the.
• Successfully upgraded member-facing services options through technology, leading to the key highlights: o Grew the company’s industry-leading video-based Interactive Teller Platform. o Expanded the live chat platform.
• Supervised three departments, namely Member Contact Center, Interactive Video Teller (ITM) Center, & Remote Delivery Support, in delivering extraordinary experiences for members & teammates; oversaw the operations of.
• Built & fostered professional working relationships with internal & external business partners & members to significantly improve member experience & increase retention.
• Efficiently executed performance key performance indicators (KPIs), processes, & procedures on quality assurance, business intelligence, & WFM; implemented the Journey Mapping methodology for member experience.
• Boosted team morale, teamwork, & operational performance by providing & optimizing communication, recognition, & accountability.

Florham Park, New Jersey, US

• Conduent is a provider of diversified business process services with leading capabilities in transaction processing, automation, analytics & customer experience. We work with both government & commercial customers in.
• Supported & led the operations of a business unit with overall responsibility for the account; consequently reducing 90-day turnover from more than 70% to mid-40%.
• Directed the forecasting & management of the site profit & loss (P&L) with more than $20M operating budget.
• Built & fostered improved relationships with the client; thus, increasing retention & customer satisfaction.
• Oversaw profit & loss responsibilities & the overall control of planning, staffing, budgeting, & leading expense priorities for a budget of approximately $20M.
• Successfully transitioned the diverse culture in 90 days.

Fort Lauderdale, Florida, US

• Patriot National, Inc. is a national provider of comprehensive technology and outsourcing solutions that help insurance companies and employers mitigate risk, comply with complex regulations and save time and money..
• Built customer lifecycle and implementation strategy to optimize relationships and increase revenue.
• Championed business entity build-out, up-fit, and move into a new facility.
• Proficiently identified, developed, and maximized industry-leading business intelligence revenue improvement opportunities for revenue growth and customer experience improvement.
• Developed and executed strategies for the executive management on IVR, call migration, quality assurance program, workforce management, performance management plans, and call flows.
• Successfully contributed enhancements to the company’s websites for customer experience enhancement.

• With nearly $2 billion in assets, CertusBank is a full-service, nationally chartered bank with operations in twelve states. Headquartered in Greenville, SC, CertusBank offers a full range of Consumer, Commercial, SBA.
• Championed stakeholder engagement & collaboration of design & implementation of customer engagement center for self-sustained operations funded by cost savings in processes & departments.
• Strategically led & supported individual teams & colleagues to formulate & execute strategies & tasks for customer experience improvement.
• Effectively negotiated mutually beneficial vendor partner agreements motivating accelerated timelines at a better price.
• Determined, developed, & optimized industry-leading business intelligence revenue improvement opportunities to enhance customer lifecycle experience.
• Worked collaboratively with internal & external stakeholders to coach, support, & motivate teammates in providing a consistent & unparalleled customer experience.

Greenville, SC, US

With nearly $2 billion in assets, CertusBank is a full-service, nationally chartered bank with operations in twelve states. Headquartered in Greenville, SC, CertusBank offers a full range of Consumer, Commercial, SBA lending, Treasury Management and financial planning solutions. Learn more about the company’s commitment to bringing innovative, smart.

Charlotte, NC, US

• Directed complex line of business functions across multiple locations at departmental, regional, and national levels, such as financial control and budgeting, consolidation, audit/compliance, process improvement.
• Produced and led the enterprise strategy expanding quality control organization company wide.
• Determined and maximized process improvement opportunities contributing to quality and accountability.
• Efficiently oversaw the process development and production of key business reports supporting regulatory compliance of mortgages.

San Francisco, California, US

• Streamlined the enhanced CRM solution for Investment Advisor teams, while functioning as liaison to three business brokerage units and technology teams.Key Achievements:
• Initiated the development, negotiation, and implementation of the company’s customer contact management platform.
• Effectively managed key project of moving three financial advisory teams to new CRM applications.
• Pioneered the KANA response project executing the consistent customer contact management platform for brokerage advisory teams.

Charlotte, NC, US

• Oversaw responsibility for managing 128M+ square feet of real estate information worldwide while delivering internal rent allocations to 23K+ Clients in ~12K properties. Managed budgets exceeding $2MM annually and a.
• Successfully managed risk and compliance of the drawing conversions (CADs) to align with Bank of America standards and government regulations.
• Collaborated with Compliance and Audit teams to identify and monitor Associate occupancy for in/out of compliance with co-occupancy government regulations.
• Seamlessly converted 60MM+ square feet in Space application by creating and negotiating the agreements.
• Significantly increased Space application by approximately 7K properties and 9K floors while managing $8MM budgets.
• Enhanced actionable information delivery by utilizing analytics, dashboards and customer relationship management to influence optimization initiatives.

• Drove Contact Center business development initiatives to research and identify acquisitions for seamless integration within the existing business structure. Oversaw the identification, evaluation, transition and.
• Effectively established and managed key customer and 3rd-party relationships to integrate data for the newly acquired and improve the existing customer experience with annual revenues of $3MM.
• Exceeded annual performance goals for market share, profitability, customer loyalty and sales volume by initiating, evaluating and implementing Contact Center market strategies.

Allen Park, Michigan, US

• Recruited to lead and manage a large Contact Center professional services organization with a diverse group of 105+ employees supporting departments across workforce management, quality assurance, business processes.
• Generated $1MM annually by reengineering eLearning department to support web-based training initiatives in Contact Centers for an enhanced internal and external customer experience.
• Substantially saved $200K through renegotiating vendor agreement for an existing Learning Management System to eliminate excessive costs without hindering the development and promotion of products, services, and.
• Captured $500K+ in annual revenues by developing certification programs and best practices for the newly established Professional Services organization supporting domestic and international locations.
• Created and implemented an innovative strategic plan for Contact Centers resulting in achieving ISO/Q1 certifications within 9 months, against a typical timeframe of 12-24 months, enabling the organization to maintain.
• Drove organizational performance improvements by spearheading the implementation plan for data integration to develop a Balance Scorecard.

Charlotte, NC, US

• Led the organizational development of the consolidation and integration of 100+ contact centers. Expanded Workforce Management Department from 5 employees supporting 9 contact centers to more than 20 employees.
• Saved $5MM annually by developing and implementing Contact Center operational best practices across all supported locations without affecting customer relationships.
• Instrumental in developing a business plan for creating an independent Contact Center WFM consulting company.
• Spearheaded the National Reporting team that managed Business Intelligence applications to improve customer experience in the Contact Centers through business analytics and data integration.
• $1.5MM annual sales increase achieved by creating an internal outsourcing department to streamline operations and improve the customer experience for brokerage, human resources, and technology contact centers.
• More than $1MM saved annually by centralizing a workforce management department to support one of the organization’s first “virtual” customer contact centers.

• Developed and led the centralized Workforce Management teams supporting 4 large Customer Contact Centers for UPS.
• Consulted with MIS on projects that reduced $3+ million from operating expenses.
• Supervised operations specialists who monitored call center performance from central location on real-time basis.
• Ensured timely and accurate reporting of call center operations activities.

Brookfield, Wisc., US

Several management positions (workforce management, operations, payroll) supporting customers in call center environments and large number of employees.

Mba, Business Administration And Management

Ba, Business Administration