renee taylor

Responsible for launching a new vendor and contact center for a new cutting-edge payment solutions product. Initiate and implement all new reporting and executive reviews. Manage vendor performance to exceed key KPI's and SLA's. Interface for vendor on project implementation and changes to business. Ensure staffing and service delivery are meeting goals. Partner cross-functionally with product and IT teams to integrate changes into the service delivery. Manage and negotiate contract changes and drive business process improvements. Assist with RFP's and selection for other customer service vendors.

Manage and track investments, prepare taxes, schedule and attend Board meetings. Advise on capital and investment strategies.

Launched new Asian language call center. Hired, trained and retained staff covering 7 different languages for long distance services. Partnered with marketing to improve ethnic advertising. Introduced upselling with service. Led both training and workforce departments and won JDPower awards for 5 consecutive years for service excellence. Certified training manager and member of ASTD.

Responsible for call center and program operations in a dual role until an SVP is placed. Program operations role is responsible for the implementation of assigned programs which includes project prioritization, change management for the contact center, consumer and small business retail banking locations. This role participates with Senior leadership in designing strategies, establishing test and control designs while ensuring performance objectives are met. Also responsible for reporting on performance, trends, and identification of potential problems and opportunities. Collect and analyze data to initiate, recommend and develop improvements.

* 15 + years of contact center and 10 years of vendor management and outsourcing experience both domestic and global. * Effectively builds strong relationships with business partners to exceed results consistently while improving the customer experience and retention. * Reputation for turning around performance and customer satisfaction through use of Six Sigma tools and teaching teams how to sustain improvements. * Experienced with negotiating contracts and creating an ideal customer and client experience. Strong execution at project delivery. Driven to deliver 'wow' calls. * Key contributor to improving customer experience from worst to first with 24% IR/FCR improvement. * Improved IR/FCR 13% for offshore vended performance and exceeded internal site progress. * Doubled revenue in 6 months.

* Led revenue products service delivery and operations with a $800M budget, $1.1B in revenue, and over 5,000 FTE. * Partnered with suppliers to drive up performance to number 1 in industry. * Full P&L and operations responsibility. * Responsible for forecasting, IVR's, reporting, setting strategy and project prioritization, budgets, systems, and delivery. * Negotiated numerous contracts and led several BPI projects which reduced costs and improved the customer experience. * Led Sprint-Nextel merger project that resulted in savings of $72M over 3 years. * Led business process improvement project to overhaul mail in rebate process which resulted in a 10 day cycle time reduction, a 30% reduction in errors, and 24% reduction in transfers.

Promoted and relocated to lead Prepaid card call center and manage vendor for prepaid cards. Converted center into a profit center by teaching agents how to upsell. Improved cost per call in six months and transitioned to staff manager over prepaid card, operator services and directory assistance, managing several vendors and staff. Led project to outsource entire legacy operator services functions. Completed project on time without losing any revenue generating calls. Decision maker on projects and primary interface with marketing and product groups. -Reduced contact center costs by 165% and consolidated site, saving $300K annually in facility expense. -Converted prepaid cards into a profit center by teaching agents how to upsell. Refresh revenues were $27M annually.

Lead service advocates representing a mail service pharmacy benefits care services program. Interface with consumer and commercial clients. Responsible for 300+ employees in two states in a 24 x 365 day environment. Support mail service consumers, commercial customers, pharmacy help desk and web services for inbound and outbound services. Participate in tours for prospective clients at our state of the art facility for prescription fulfillment. Responsible for all areas of contact center including hiring, staffing, performance management and employee development and driving member satisfaction and retention. Additionally responsible for highly visible projects by creating, executing and implementing yearly initiatives including increasing home delivery scripts and autofill products, quarterly incentives across the organization, and partnering with our reporting teams to establish/fix scorecards.

Started UOP in California before relocating to Kansas