Sircedrick L.W.

Liggens, II
5527 S. Hyde Park Blvd., 2N, Chicago, Illinois 60637
773-947-9220 sl105e354@westpost.net
MANAGEMENT
Proactive, results-driven professional with a history of success including high-
impact leadership roles in busy healthcare-focused and call center environments.
* Instrumental in driving efficiency and excellence through implementation of ne
w strategies and processes that deliver a measurable impact to operations.
* Motivating team manager with a proven record of exceeding goals in productivit
y and sales arenas.

Call Center Management Customer Service Sales Management Strategic Marketing

Health Services Expertise Relationship-Building & Management Team Development
Communication
Account Management Process Improvement Program Development Presentations

PROFESSIONAL EXPERIENCE
**Since 2009, time spent caring for family member and providing business consult
ing for G& L Associates.
AMERICAN IMAGING MANAGEMENT, Westchester, Illinois 2005-2009
Leading provider of diagnostic imaging management services.
OPERATIONS MANAGER
Spearheaded activities for new inbound/outbound call center, driving performance
of 200 staffers, while managing expenses and payroll. Optimized effectiveness b
y identifying key needs and coordinating with Training Director to provide educa
tion to associates. Responded to shifting volumes and objectives through ongoing
adjustments to scheduling, as well as adjustments to contingency forecast model
s and benchmarks to maximize resources.
Selected Highlights
* Achieved industry-leading results for contact center, including client satisfa
ction rating of 98.5%, 16-second response time, and single-case completion of 3
minutes for 5K-call/day average.
* Oversaw 233% growth of call center, from 60 to 200+ seats by the end of 2009.
* Ensured adherence to company standards by partnering with Quality Assurance te
am in daily monitoring and coaching, while handling and resolving escalated conc
erns.
* Exceeded 100% of plan for new client implementations over a 10-month period -
planned and managed a successful hiring/training process to increase supervisor
y and intake personnel.

MT. SINAI MEDICAL CENTER, Chicago, Illinois 2001-2005

320-bed teaching, research and tertiary-care facility.
OPERATIONS MANAGER Radiology (2002-2005)
Led team of 11 in daily operations, with a focus on identifying opportunities fo
r improvement and minimizing potential business liabilities. Managed scheduling,
payroll, and partnered with HR on hiring/performance matters, while ensuring op
timal effectiveness by providing training for multiple departments. Resolved int
ernal and external customer satisfaction issues. Drove excellence by reengineeri
ng processes for maximum efficiency, while establishing audit processes and prot
ocols for all activities. Evaluated progress through development of program meas
urement tools. Oversaw storage/retrieval and dispensing of required radiologic i
maging data.

Continued

SIRCEDRICK L.W. LIGGENS, II Page 2 sl105e354@westpost.net

MOUNT SINAI MEDICAL CENTER Operations Manager, continued

Selected Highlights
* Boosted department efficiency 18% and patient volume by 14% by leading effort
to cross-train of 85% of support personnel.
* Played key role in successful implementation of Picture Archiving & Communicat
ion Systems (PACS), which enabled efficient delivery and access to radiologic im
ages, and Telegraphy and PowerScribe System, cutting-edge technology that handl
ed interpretation of key data.
* Rose from original hiring position as Occupational Health Representative (2001
-2002).

ADDITIONAL HISTORY
WEST SUBURBAN HOSPITAL MEDICAL CENTER, Oak Park, Illinois 1999-2000
MARKETING REPRESENTATIVE
* Advanced outreach efforts through development of Wellness Screening programs f
or small to moderate-sized community businesses. Additionally, designed and dist
ributed updated facility operations and contact information brochure.

VITAS INNOVATIVE HOSPICE, Miami, Florida 1998-1999

SALES REPRESENTATIVE
* Consistently delivered above-average results achieved 110% or greater of budg
eted index for 4 of 6 consecutive months, noted in companywide performance newsl
etter rankings.
* Recognized with 90-day Employee Award for achieving and exceeded projected quo
tas.

COLUMBIA/HCA HOME CARE, Nashville, Tennessee 1997-1998

CONTINUING EDUCATION COORDINATOR
* Achieved 60% referral recovery rate through development of a highly effective
calling system that was adopted by sales team.
* Tapped to take on lead position for key accounts Michael Reese, Grant, and Ol
ympia Fields Osteopathic Hospital(s).
CAREER NOTE: Previous roles as Enrollment Specialist for HUMANA Healthcare, Coor
dinator of Field Management Development for First American Homecare, and Clinica
l Conference Coordinator for GEIGY Pharmaceutical/CIBA Corporation.

EDUCATION
Master of Business Administration, Olivet Nazarene University, Chicago, Illinois
Bachelor of Science in Biological Science, Fisk/Vanderbilt Universities, Nashvil
le, Tennessee