tony barnhart

senior analyst, project management

About

Dynamic, forward-thinking tactical leader with proven success in Fortune 500 organizations building customer experience function and call center programs from ground up, significantly impacting bottom-line results. Track record driving implementation of successful contact center projects including customer service quality programs and technology based initiatives; e.g. survey feedback online platform, call center applications, CRM tools. Talent for building cohesive teams with strong problem-solving skills, improving program performance, customer satisfaction, and cultivating cross functional and executive level relationships; advancing corporate objectives and delivering optimal results.,Areas of Expertise Include: - Call Center Leadership - Program Development - Process Improvement - Strategy Implementation - Driving Organizational Change - Business Transformation - Project Management - Training & Coaching - Business / Technical Liaison

Country

united states

City

indianapolis

Industry

insurance

Skill

leadership, crm, team leadership, strategy, call centers, management, training, program management, project management, product management, team building, process improvement, customer satisfaction, cross functional team leadership, sales, business strategy, business analysis, customer retention, strategic planning, voice of the customer, marketing strategy, customer service, segmentation, analytics, change management, business process improvement, business intelligence, customer experience design, customer experience analysis, customer relationship management, customer advisory boards, leading organizational change, marketing, forecasting, competitive analysis, survey methods and design, drive change, performance improvement, workforce management, large scale deployments, program development, research design, strategy implementation, business transformation, organizational change agent, data analysis

Experience

senior analyst, project management

safeco insurance

2016-1 - Present · 10 yrs 8 mos

Operations strategy and implementation for independent agents' project manager & senior analyst lead of business initiatives designed to enhance and impact customer and agent experiences

senior manager, global customer experience

wyndham worldwide / rci

2006-1 - 2013-1 · 7 yrs 1 mo

Managed design, build, and implementation of enterprise-wide customer experience capabilities to support voice-of-customer strategy and ongoing, long-term company profitability. Conducted trend analysis and leveraged data to evaluate end-to-end customer experience across multiple business channels and customer touch points. Provided data-driven insights to guide evolution and improvement of customer experience.

program manager, global customer experience

wyndham worldwide / rci

2004-1 - 2005-1 · 1 yr 1 mo

Led and managed implementation, execution, and fulfillment of global CRM-related programs and initiatives in accordance with strategic plan and company objectives. Communicated with Operations on progress of CRM technology and customer experience related initiatives, issue resolutions, decision points, and strategies.

project manager, crm process

wyndham worldwide / rci

2003-1 - 2004-1 · 1 yr 1 mo

Reported to Director of CRM Process in “On Loan Assignment” capacity. Created and maintained business project plans for multi-million dollar Siebel CRM implementation in sales center to support overall corporate strategy to generate incremental revenue from CRM tools, segmentation techniques, and campaign management.

sales coach, member services

wyndham worldwide / rci

2001-1 - 2003-1 · 2 yrs 1 mo

entrepreneur and owner

barnhart gooch design

1998-1 - 2002-1 · 4 yrs 1 mo

Co-owner of design studio accountable for all operations of business to ensure growth and competitiveness. Developed and implemented marketing and promotional strategies. Served key corporate event clients, including The Indianapolis Star, NCAA, Roche Diagnostics, and Morgan Stanley.

trainer, call center training, â on-loan assignmentâ

resort condominiums international

1996-1 - 1997-1 · 1 yr 1 mo

team leader, member services

resort condominiums international

1993-1 - 1998-1 · 5 yrs 1 mo

performance optimization manager

bluegreen vacations

2014-1 - 2015-1 · 1 yr 1 mo

Provided strategic leadership and analytical insight for new initiatives and existing programs to all levels of management to monitor performance achievement and improvement opportunities. Developed call center operations forecasting and staffing plans to support annual budget. Conducted workforce analysis of division for operational insight into forecasts and long-range plans.