alexander noser

avp, operational strategy and service plan

About

Ambitious, detail oriented and visionary professional with 20+ years experience in Operational and Customer Experience Management with a focus on contact center development. Successful track record of building relationships both internally and externally. Managed complex operations and built successful teams and have set new standards for business process, performance optimization, and training and development approaches. Experienced business professional with knowledge of approaches that span across all industry types. Specialties: Operations, Team Leadership, CRM Systems and Automation, Client Management, Process Standardization, Pricing, Budgeting and Forecasting, Quality Monitoring and Adherence, FAST Facilitation Techniques, Solution Development, Contact Center Technology, Business Requirement Documentation, Presentations, Project Planning

Country

united states

City

spring city

Industry

insurance

Skill

management, crm, leadership, process improvement, business process improvement, call centers, vendor management, contact centers, insurance, team leadership, risk management, account management, telecommunications, marketing, strategy, customer experience, call center, customer satisfaction, property and casualty insurance, outsourcing, customer relationship management, bpo, property

Experience

alliance support representative

naviant inc. (bpm consulting and ecm integrator)

1999-10 - 2000-9 · 1 yr

Responsible for for implementing and managing processes for data mining and marketing list solutions.

senior account manager

telespectrum

2002-7 - 2005-1 · 2 yrs 7 mos

Responsible for Managing the relationship with a large Telcomm provider that contracted us to provide outbound consumer winback campaigns, and inbound customer retention campaigns.

solution delivery director

clientlogic

2000-9 - 2002-5 · 1 yr 9 mos

Responsible for defining requirements and implementing the overall solution for large inbound customer service campaigns in Ireland, United Kingdom, Canada, and the US.

sales support engineer

decisionone

1994-1 - 1999-10 · 5 yrs 10 mos

Responsible for working with the Sales team to respond to RFPs and define solutions for small to large inbound customer service campaigns the US. If a company contracted us I was responsible for defining the solution requirements and implementation. Prior to this role I was also responsible for managing multiple Call Center Helpdesks.

director, customer solutions

hartford steam boiler

2005-1 - 2014-4 · 9 yrs 4 mos

* Direct management of HSB’s Customer Solutions contact center. * Key liaison in promoting a culture of Service Excellence, Productivity, and Teamwork. * Operational Improvements involving data capture, workflows, measurement, cross departmental collaboration, and definition of services that have a direct impact on HSB’s entire customer base.

avp, operational strategy and service plan

hartford steam boiler

2014-4 - Present · 12 yrs 6 mos

* A strategic role tying the HSB Service Plan capabilities to internal and external market needs. This role directly assists Sr. Divisional Leadership (in and outside of CAD) in tying Strategy to tactics that strengthen HSB’s Operational competitive advantage. This role serves as a point of entry into HSB Operations people, process, and technology and as such will help guide the thinking, design, development, and execution of customer focused initiatives and Customer Service industry best practices. * Defined Responsibilities: * Establishing Quality Standards and Service Delivery targets/Metrics * Contact Center Services * Balanced Quality Scorecard (internal and external) * HSB Operations Balanced Scorecard Facilitation * Customer Advocacy Oversight * Planning and implementation of new HSB Operations Processes/Services * Pursuing Customer Service Industry Accreditations * Customer Knowledge Generation * Strategic Roadmap * Strategic Collaboration and Liaison with other Munich Re Operational Divisions * Next Generation Support – Related to Operational Services