Rick Boykin

Home - 972 307 8934 e-mail: rb66f7ee@westpost.net

Work - 972 307 5797
Innovator and Change Management Executive
Operations executive whose leadership delivered innovative solutions across bro
ad industries, markets, products, services and technologies. Transformed busine
ss and operations models that enabled companies to meet their strategic goals. I
dentified and implemented throughout career the ability to improve operations p
erformance and exceed company objectives. Successful labor management while redu
cing costs have been a hallmark of success.
Major Accomplishments
At Optum, a United Health Group company transformed the budgeting process for cl
inical staffing that aligned resource with work volumes and created a "right siz
ed" organization. Implemented operations management discipline and performance r
eporting where none existed previously. Implemented United HealthCare's first di
sease management program. Architect of MCI Consumer Markets virtual call center
operations that linked eleven customer service centers serving twenty different
customer markets. Pioneered the use of network data base lookup that allowed fo
r the allocation of resource and budget based on revenue of the customer. Establ
ished and implemented a world wide contact center strategy at IBM that leveraged
and standardized contact center infrastructure, reduced costs and improved serv
ice levels. At A.T. Hudson developed management, staffing and budgeting tools f
or the Intensive Care Unit at Methodist South Hospital in Memphis, Tennessee.
Professional Experience
VANIR Consulting - Dallas, Texas 2006 - Present
Principal
Startup consulting practice focused on strategic direction and process improveme
nt for all industries, specializing in contact center integration with business
models. Provide objective analysis for senior executives relative to future busi
ness challenges regarding outsourcing, and process/productivity improvements. Pr
ovide interim executive management during business change.
* Major clients
o E*Trade
o Housing and Urban Development
o Teletech
o Home Depot
o Telstra, Adelaide, Australia
United Health Group/Optum - Dallas, Texas 2002 - 2006
Vice President Operations
Managed remote telephonic case management across six sites with an annual budget
of $33M and 900 FTEs.
* Implemented two new Disease Management programs that delivered $10 million in
add on revenue.
* Implemented Complex Case Management program designed to increase revenue by $
2 million
* Reduced inbound contact center FTE expense by 20% through consolidation of 12
sites to two.
* Increased Clinical FTE productivity by 115%
* Increased outbound contacts by 140% through process re-engineering.
* Client Relationship for Uniprise "custom account's.
IBM Corporation - Dallas, Texas 1995- 2001
Director World Wide Contact Center Operations .
Spearheaded startup corporate organization designed to create and implement a co
ntact center strategy that focused on contact center management principals, cost
reduction/containment, consistent technology infrastructure, facility design an
d a future vision of integration with the Internet.
IBM cont'd
* Reduced costs world wide through site consolidation in low cost countries, cit
ies or markets while maintaining or improving revenue and service levels.
o North America - 45 Sales and Customer Service centers to 5 greenfield sites, r
educing operating costs by 20% and real estate costs by $1.3 million. Sales reve
nue increased by 10%
o Europe - 28 Sales and Customer Service centers to 2 centers reducing operating
costs by 15%.
o Reduced Japan PC technical support costs by $5 million through consolidation t
o Australia.
* Provided contact center and operations management expertise in establishing fi
rst contact center in People's Republic of China enabling low cost sales model a
nd extended marketing reach.
* Introduced call center technology that improved service levels and reduced ope
rating costs up to 9%.
o Network routing and load balancing - Geotel
o Automated callback - Virtual Hold Technology
MCI TELECOMMUNICATIONS 1986 - 1995
Director Network and Resource Management Center - Dallas, Texas 1992 - 1995
Created, implemented and managed a startup organization whose purpose was to man
age 11 contact centers virtually thus meeting the Consumer Markets' customer seg
mentation strategy.
* Created organizational roles, responsibilities, performance objectives to meet
the company objective and measure success.
* Designed and implemented geographic call routing which improved service levels
by 25% while decreasing operating costs by 10%. Tactics included.
Refined workload and FTE forecasting across 20 different customer segments and
40 million calls million calls.
Introduced and managed call volume load balancing across all centers.
* Marketing / Operations liaison with product launch and advertising coordinatio
n approval
* National and Major account sales liaison
Director Customer Service - Dallas, Texas 1991 - 1992
Managed Southwest Customer Service Center with annual operating budget of 10 mil
lion dollars, and 300+ FTEs.
* Won national awards in both quality and sales, increasing add on sales by 15%.
* Established Quality group to ensure consistent measurement across all supervis
ory groups
Senior Manager Customer Service, Dallas, Texas 1989 - 1991
Managed Southwest Residential Customer Service Center with annual budget of 5 mi
llion dollars and over 175 full time equivalents.
* Reduced by 10% the FTE requirements by instituting first four day work week at
MCI.
* Improved budgeting effectiveness through accurate workload and resource foreca
sting.
Manager Major Account Support Center, San Francisco, California 1987 - 1989
* Established and implemented Major Account Technical Support Center for the Pac
ific
Division, improving customer repair time by 10% and customer satisfaction fo
r technical support by 8%.
Internal Management Consultant, Princeton, New Jersey 1986 - 1987
A.T. HUDSON MANAGEMENT CONSULTANTS - Paramus, New Jersey 1984 - 1986
Project Manager
Consulted at the following companies:
Satellite Business Systems - Reston, VA., Methodist Hospital - Memphis; TN., St.
 Elizabeth Hospital - Utica, N.Y
BELL AND COMPANY - Severna Park, Maryland 1982 - 1984 1982 - 1984
Management Consulting - Project Engineer
Consulted at the following companies
McDonnell Douglas - St. Louis, MO, Hallmark Cards - Greeneville TN.
Education - B.A. History, University of Miami, Coral Gables Florida 1982