Everett Turner

Platte City, Missouri 64079

816.858.4332 816.277.7162 425.648.6939
eturner_1@yahoo.com www.linkedin.com/in/everettturner

MANAGEMENT PROFESSIONAL
Strategic Planning Operations Management Process Development Sales Training Sales Goal Attainment Budget
Management Hiring Staff Development & Management Performance Improvement Best Practices P&L Analysis &
Management Documentation & Reporting Client Relations Troubleshooting
Analytical, goal-oriented, and highly focused leader with a multi-year track record of consistent success managing critical business
functions to meet all objectives on time, and at, or under budget. Adept at working across departments with internal and external
teams, sourcing and managing vendors, and developing processes and procedures aligned to both short and long-range business
goals. A superior relationship builder and customer service provider. Possess well-honed training experience, and the ability to deploy
and manage high-performance teams meeting mission-critical objectives. Able to manage budgets in excess of $50,000,000, and
maximize P&L performance.
CAREER TRACK
MANAGER, CUSTOMER SERVICE OPERATIONS
OPTUMRX

2013 - 2014
Overland Park, KS

Manage day-to-day operations of a Pharmacy Benefit Manager (PBM), a subsidiary of UnitedHealth Group, for key
business groups, supporting OptumRxs online, overnight, and pharmacy helpdesk service lines. Monitor service levels,
call volumes in excess of 21,000 calls per day, and 350+ customer service agent schedules; take action needed to ensure
customer satisfaction, cost control, and efficiency. Develop daily call center team plans with strategic personnel.

Increased web team order processing efficiency by 30% through adoption of improved processes and reallocation of staffing duties, without
increasing staff size.
Redefined overnight team duties to increase operational effectiveness of ad-hoc projects and drive improvement to advocates' schedule
adherence.
Established higher call center standards by redesigning employee performance score cards to capture essential qualities of high-level
customer care.
Identify and resolve operational problems using defined processes, expertise, and judgment.

DIVISIONAL DIRECTOR OF OPERATIONS

ADVANCE AMERICA

2012 - 2013
Kansas City, KS

In charge of growth and profitability for 14 local division branch stores through employee motivation and building longterm financial customer relationships. Ensure compliance with all federal, state, and local lending laws, in addition to
financial and consumer credit regulations. Maintained company standards in the areas of collections, customer service,
marketing, and appearance.

Achieved notable increase of 16.8% in secondary sales products through personnel reorganization and removal of inefficiencies.

5.6% reduction in division bad debt achieved by revitalization and revamping of collection processes and customer contact

SERVICE PARTNER OPERATIONS SUPPORT BUSINESS MANAGER

T-MOBILE USA

2009 - 2012
Lenexa, KS

Collaborate and work effectively with outsourced and vendor service partner teams in providing a world-class customer
experience by defining and achieving key performance metrics. Align staffing levels to meet demand, design, develop,
and execute training requirements to ensure employees perform to optimal levels. Coach individuals for routine
operations and groom selected personnel for key leadership positions, and manage service partner activities to ensure that
expectations achieved or exceeded and to resolve necessary issues quickly and efficiently.

Monitor overall business activities as well as the performance of multimillion dollar accounts. Develop presentations and documentation to
help in meeting SLAs as well as for use in both short- and long-range planning and performance improvement initiatives.

Partner with key departmental personnel, exterior service partners, and other stakeholders in driving continuous improvement initiatives. Gain
consensus and find common ground, negotiate and resolve competing visions, and play a hands-on role in both support and leadership
positions. Utilize outside-the-box thinking and utilize innovative strategies to achieve goals.

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Everett Turner

Platte City, Missouri 64079

816.858.4332 816.277.7162 425.648.6939
eturner_1@yahoo.com www.linkedin.com/in/everettturner

OPERATIONS, MANAGER
CONVERGYS

2007 - 2009
Lenexa, Kansas

Provided day-to-day oversight and management in support of client specific guidelines to supervisory and front line
customer service agents based on contractual agreement for delivery of member care services to fitness club customers.
Coordinated with Client Services department to ensure customer-specific operational strategies and tactics as well as
decisions concerning investments in the program were implemented according to client wishes.

Developed low-cost, high impact customer service agent recognition and incentive programs that increased cash per call yield goal by 22%.

Generated, analyzed and presented daily, weekly, and monthly reports to Director of Operations and client, and served as project leader as
required.

Designed and implemented action plans as appropriate to meet and exceed contractual obligations.

Created Team Leader performance scorecards and tracked results to ensure company goals and objectives were met.

MANAGER, CALL CENTER

LOGISTICARE SOLUTIONS

2005 - 2007
Kansas City, Missouri

Direct a fast-paced 100+ seat call center supporting critical customer service and satisfaction functions for the leading
provider of non-emergency medical transportation services to a client base that includes managed care organizations and
government agencies. Serve as a catalyst for change in areas of strategic and tactical planning ensuring operational
excellence meeting current and growth expectations. Ensure full compliance with state contractual guidelines, and
company defined SLAs.

Source, interview, and hire employees and Supervisors as needed to maintain headcount ratios. Designed and oversee an in-depth training
program to cultivate superior CSR staff.

Effectively monitor staff performance utilizing daily assessments, an efficient monitoring process, and through analysis and reporting. Craft
policy and procedural changes improving overall efficiencies while meeting current budgetary restrictions, and evaluate reporting tools and
evaluation measurements to make continuous improvements as necessary.

Remain cognizant of industry and technology trends. Assist in planning and incorporating innovations and enhancements meeting and
exceeding business objectives, lowering costs, and improving service delivery and customer satisfaction.

Author, generate, and present daily, weekly, and monthly reports to upper management and clients, and serve as project leader as required.

Previous positions include: CUSTOMER RELATIONSHIP MANAGER - INKCYCLE, INC. CUSTOMER SERVICE MANAGER
ADVANCED TELEMEDIA BUSINESS OPERATIONS / CUSTOMER SERVICE MANAGER Charter Communications Territory
Manager, PRIMESTAR, Inc. Area Operations Manager Time Warner Satellite Services (PRIMESTAR, Inc.) Office
Supervisor Time Warner Satellite Services Telemarketing Manager Advanced Credit Card Systems

EDUCATION & PROFESSIONAL TRAINING

University of Phoenix, Kansas City, MO B.A. Business Management and Administration - 2013
University of Phoenix, Kansas City, MO A.A. Business Management and Administration - 2011
Certified General Manager, Finance & Sales Training Program Time Warner, Denver, Colorado
Human Resource Management Certification Sage Evening College, Albany, New York, 1999
Certified Customer Care Manager Customer Care Institute 2010
Accounting & Financial Training for Operations Managers Time Warner, Denver, Colorado
First Things First Stephen Covey Time Management Principles, Akron, Ohio
Advanced MS Excel Techniques CompuServe Training, Kansas City, MO

ASSOCIATIONS, AWARDS, CERTIFICATES & HONORS

Member, University of Phoenix Beta Sigma Chapter of the International Business Honor Society, Delta Mu Delta - 2011
Member, Society of Consumer Advocate Professionals (SOCAP) 2013
Surpassed all key performance indication operational standards for OptumRx, Customer Service, 2013
Awarded T-Mobiles Service Partner Management Q4 2010 Power Zone Performer Award

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