RICHARD WILLIAM GEORGE

21825 NE Heartwood Circle, Fairview Oregon 97024

Mobile: 503.989.4321? Email: rgccd7bc@westpost.net

Over 20 Years of Verifiable Strengths and Success in Business Support and Operat
ions Management
Sharp Business Acumen ? Lean Management Professional- Six Sigma ? Business Devel
opment and Growth
An experienced, results-driven and goal-oriented Operational Management Professi
onal with an exceptional career history that includes leadership roles deliverin
g increased market share and financial performance in highly competitive industr
ies, creating and enforcing aggressive resource planning programs and identifyi
ng and capitalizing opportunities for business growth.
Eager to contribute and build client relationship management, strategic planning
, and internal team-building skills toward supporting the employer in optimizing
customer service, call center management, financial and operational performance
with six sigma and projected management skills. Qualifications include:
* Experienced in developing and implementing Customer Service Center operating p
lan, which is geared towards accomplishment objectives which operating unit effe
ctiveness.
* Excellent in communicating with managers regarding the implementation of progr
ams and provide directions for process/systems/work plan modification to fit bus
iness needs.
* Strict compliance to customer service standards and adept at investigating and
resolving escalated customer service inquiries.
* Career history includes developing and analyzing of budgets, reports, and fin
ancial data and developing operating unit budget in a timely manner, forecasting
financial and human resource needs.
CORE STRENGTHS

* Call Center Operation, Business Analysis

* Customer Service Delivery and Management
* Management, Leadership and Organization
* Employee/Staff Development- Training, Supervision
* Rapport-building, Communication and Client Relations
* Time, Priority and Multiple Tasks Management
* Sales and Marketing Support; Risks Management
* Strategy Development, Planning and Implementation
* Problem Identification and Solutions Development
* Business and Technology Integration

PROFESSIONAL EXPERIENCE
ROYAL JOHNSON CONSULTING, Vancouver, WA
Director of Operations Six Sigma. January 2008 to January 2010
* Managed design and development of Lean/Six Sigma training and delivery. Traine
d clients in the use of analytical tools and provided methodology implementation
support which improved business processes. Performed Human Resources and team b
uilding responsibilities.
* Directed the Six Sigma Program and facilitated activities of the cross-functio
nal Six Sigma team consisting of six Black Belts and three Green Belts.
* Successfully designed, founded, and facilitated the Service Contract Review Bo
ard, which was a cross-functional Virtual Team consisting of the VP of Service,
Facilitator, Regional Service Managers, Customer Service Supervisor, and the Con
tract Administrator and took ownership of developing, implementing, and continuo
usly improving the Service Contract Processes.
* Managed Service Organization's Virtual Project Teams. The teams established a
nd implemented process standards throughout the Service Organization.

Page 2 ? Richard William George ? Fairview Oregon 97024 ? Mobile: 503.989.4321 ?

Email: rgccd7bc@westpost.net
PROFESSIONAL EXPERIENCE
CDI CORPORATION, Philadelphia, PA
Operations Senior Delivery Manager/ Call Center Management. June 2005 to Decembe
r 2007
* Managed the operations of a multisite delivery team providing customer service
, engineering and quality assurance; responsible for operational and sales suppo
rt, project management and Six Sigma certified operations and provide impeccable
customer service.
* Successfully created delivery of services for JP Morgan and Intel Corporation
in web delivery, engineering, customer service and marketing support and risk ma
nagement teams.
* Achieved incremental market increases and improved company performance across
multi locations in the Oregon, New York, Texas, and Arizona for $13 million in a
nnual revenue
* Successfully led the turnaround of an underperforming region to generate sales
increases of 160% ahead of established plan, profits 30% ahead of plan, and sta
ffing at 155%.
REGENCE BCBS/ASSOCIATED ADMINISTRATORS INC., Portland, OR
Consultant Operation/Call Center Management. January 2005 to June 2005
* Managed a 50+ person inbound union call center and all customer service proces
ses; directed all planning and management activities for 60,000 enrolled members
of AAI. P&L responsibility for $3MM. Clients included Carpenters Union, Steam F
itters, International Fish Canners, Timber Unions, Adventism Medical Center, Pro
vidence Health System, Cardiology Northwest, and Legacy Health Hospital.
* Developed "Best of Breed" call center processes, improving efficiency and acce
lerating claims processing from 20 days to 5 days; reduced call volume by 15%.
Improved quartile client quality scores from 70% to 85%.
* Implemented performance tracking and reporting system, generating daily accura
te SLA and
* KPI results and process improvement recommendations for senior management. Fol
lowing company sale, designed integration plan for call center operations
MEDICINE ASSISTANCE PROGRAM, Vancouver, WA
Operations Director/Call Center Management. December 2001 to December 2004
* Directed all operations pertaining to resource allocation, space/facility plan
ning, and problem resolution. Entrusted with $1.2 Million P&L responsibility and
managed 10 (home-based) direct reports and 3 (on-site) indirect reports support
staff.
* Successfully implemented operations metrics resulting to improving CSAT scores
from 90% to 93%, and improving schedule adherence (from 70% deficient to 20% de
ficient).
* Reduced average call value from 60 seconds to 35 seconds, and cost-per-call fr
om $3 to$1.50.Improved volume forecast accuracy by 30% and achieved 90% employee
retention; abandoned call rate less than 5%; 24-hour response to E-mails. Reduc
ed data errors by 5%; increased medical office signups by 15%.
* Managed multi-peril operations audit processes, validating field-legal require
ments and Federal HIPAA compliance, reviewing and resolving all issues.
Other Professional Experience:
* STREAM INTERNATIONAL, Beaverton, OR. Call Center Management/Lead Customer Supe
rvisor. 1997 - 2001
EDUCATION &PROFESSIONAL DEVELOPMENT

KAPLAN UNIVERSITY, Fort Lauderdale, FL

Certificate Program Six Sigma Lean. Current
CITY UNIVERSITY AT SEATTLE, Seattle, WA
Masters Business Administration.1997
UNIVERSITY OF DENVER, Denver, CO
Bachelor of Arts. 1985

Professional Affiliations:
* Member Human Rescore Management Association
* ASQ Member, Six Sigma
* Member American Dubai Chamber of Commerce
* Member, Project Management Association
* Chairman of the Board, Non-Profit Organization
Trainings and Certifications:
* PMP trained
* Six Sigma Green and Black Belt
* Human Resources and Development Course

References furnished upon request.