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Peter K. Studner Associates, Inc.
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Experienced Training Professional
06.526.V.10

A successful training professional with more than 20 years of progressively increasing responsibilities in designing and delivering programs utilizing Six Sigma and Total Quality Management tools for productivity improvement and call center management, plus a variety of operations and management programs for utilities, communications, insurance, financial services, building management and social service organizations. Increased productivity in eight companies by an average of 27% each year!

A highly skilled trainer who has instructed more than 15,000 professionals at all levels. A natural communicator who revels in lifting up organizations to achieve their highest goals.

EXPERIENCE

SouthWest Water Company, Los Angeles, California 2008-2010

Manager, Training Development

Developed and presented training programs for the Texas subsidiary of a major water utility with 1,400 employees and $220 million in revenues with operations in ten states. Reported to the Director of the Customer Care Center.

  • Created and delivered the following programs to 385 customer service representatives (CSR) and members of the company’s management team. These courses complied with Texas Commission on Environmental Quality and the Federal Trade Commission.

* New Customer Service Representative

*  Red Flag, Customer Privacy

*  SouthWest Water Information Management System

*  New Employee Orientation

*  Customer Service – Three courses in customer service

*  Billing and Collections Program

*  Train-the-Trainer (How to teach training programs)

*  Dispatcher Training Program

*  Leadership Forum – for the Houston Management Team

*  Emergency Response Program

  • Supervised and coached three trainers and four associate trainers who presented courses in compliance, environment, leadership, billing, customer relations, cleanup, emergency customer care and safety to 585 key employees, increasing productivity by 36% each year.

  • Using Six Sigma and Total Quality Management (TQM) tools, redesigned the Billing and Collections Department, including the architecture of the actual IT system.

  • Designed and implemented the new employee recruiting, screening and selection process. After initial selections, led the recruitment team in setting up interviewing and testing of CSR candidates. Reduced CSR first-year attrition from 79% to 0%.

  • Developed and maintained the company’s online resource library for CSRs, including handling urgent matter alerts as well as each division’s protocols and standard operating policies and procedures.

  • Retrained the Billing and Collections Department in new procedures and software.

  • Took over the duties of the Call Center Director during his absence.

Asurion, Inc., Nashville, Tennessee 2005-2008

Manager, Quality Assurance and Training, Houston, Texas

Managed Quality Assurance creating an award-winning call center for a public wireless communications company with 5,000 employees, serving North America, Japan and South Korea. Managed a Training Department that provided leadership programs throughout the company and specialized training for the company’s call center in Houston.

  • Developed and delivered training programs for a call center that grew from 150 to 600 CSRs over three years, increasing the call center’s productivity by 42%.

  • Recruited and managed 14 call center quality analysts and seven training specialists.

  • Established new quality control metrics so that quality analysts could better advise underperforming CSRs.

  • Designed and implemented “Success Bay,” an intensive training process for under performing CSRs, which led to a 34% reduction in employee attrition.

  • Initiated an Associate Trainer Program as a development path for exceptional CSRs to evolve into trainers and managers.

  • Redesigned the employee training curriculum, which resulted in a 25% reduction in training time.

Performance Solutions, Houston, Texas 2003-2005

Principal Consultant

Carried out human resources, organizational development, and training consulting assignments for leading companies in Texas. Clients included a large bank, a real estate broker and a major retailer.

  • Developed and coordinated a manager and assistant manager training program for 80 new locations, reducing training time by 56%.

  • Designed and facilitated a training program for the Branch Operations Department of a bank with 167 branches and a call center with 65 CSRs.

  • Created an effective workforce management program for a new call center prior to its launch.

First Data Corporation, TeleCheck Division, Denver, Colorado 2000-2003

Manager, Learning and Development

Improved the performance of the 1,700 employees of the TeleCheck Division, a subsidiary of a Fortune 100 financial services company with $6 billion in revenues and 25,000 employees worldwide.

  • Recruited and taught eight trainers to deliver programs in new employee orientation, as well as CSR entry-level and more advanced customer service programs for CSR2- and CSR3-level employees. Call quality increased by 53% and call length decreased by 40%.

  • Used Six Sigma and change management techniques to redesign the work process, reducing handle time by 64% in a 645 CSR call center, contributing to a 124% EBITA improvement.

  • Developed and re-designed courses using adult and blended learning techniques, reducing in-class time by 39%.

  • Implemented a leadership development program that led to a 42% reduction in employee turnover.

  • Developed training programs for the two levels of the customer collections staff. Improved amounts collected by 20%.

Lockton Companies, Inc., Lock/Line Division, Kansas City, Missouri 1994-2000

Vice President, Human Resources Operations (1996-2000)
Manager, Training and Organizational Development (1994-1996)

Managed the Lock/Line Customer Service Center from its beginning through its growth to 75 CSRs and three Supervisors for the second largest commercial insurance broker in the U.S. with 1,200 associates in seven offices worldwide. The Lock/Line Division provided wireless phone insurance. Took on the additional duties of Call Center Manager in 1997. Supervised three supervisors and four trainers.

  • Reduced turnover by 20% while improving customer satisfaction by 47% in the Lock/Line Call Center through new training and processes.

  • Trained and facilitated TQM work process teams throughout the company’s seven locations, resulting in savings of $1.6 million.

  • Assessed skills and competencies of the entire company, and designed seven core performance improving courses used in domestic and international operations. Traveled throughout the U.S. and to subsidiaries in England, Holland and Germany to deliver these programs.

  • Designed an executive and departmental succession and competency planning process.

Business Men’s Assurance Corporation, Kansas City, Missouri 1987-1994

Manager, Training and Organization Development

Introduced new training techniques and improved productivity and performance quality for a 1,200-employee insurance and financial services company.

  • Trained and facilitated process improvement teams, which shortened month-end processing by 11 days, reduced HMO enrollment by 22 days and improved underwriting turnaround time by 3 days.

  • Designed and implemented IT management training programs, improving productivity by 23%.

PRIOR EXPERIENCE

Began career as the Director of Human Resources for a large building management and security company with 800 employees and operations throughout the Midwest.

TEACHING EXPERIENCE

University of Phoenix, Houston, Texas 2002-Present

Instruct classes in management, organizational behavior, human resources management, organizational leadership, managing change in the workplace, human relations and organizational behavior, and transformational leadership. Provided evening and weekend programs for graduate and undergraduate students.

Friends University, Kansas City, Missouri 1996-2000

Served as the primary Instructor and Thesis Director for the Master of Science in Quality Systems Management Program. The group of courses were focused on Total Quality Management. Provided evening and weekend programs for graduate students.

DeVry University, Keller Graduate School of Management, Kansas City, Missouri 1994-2000

Taught leadership and organizational behavior in a graduate school. Provided evening and weekend programs for MBA students.

Webster University, Kansas City, Missouri 1988-2000

Taught graduate and undergraduate courses in management, training and development as well as human resources management. Provided evening and weekend programs.

EDUCATION

Central Michigan University, Mt. Pleasant, Michigan

Master of Arts, Leadership and Supervision

Lincoln University, Jefferson City, Missouri

Bachelor of Arts, Psychology and English

Other Courses: Six Sigma Black Belt training, Leadership (ASTD), Customer Service Certification (AWWA), High Performance Leadership, Managing Service Organizations, Certificate in Situational Leadership

AFFILIATIONS

American Society for Training and Development, President of the Kansas City, Missouri Chapter
Creek Ridge Homes Association, Houston, Texas, President

Super-Job-Search is a registered trade mark by Peter K. Studner. All rights reserved.
Copyrighted © Peter K. Studner 1997-2006
http://www.superjobsearch.com
Los Angeles - Burbank - Westlake Village - Irvine
Mailing Address: P.O. Box 241957, West Los Angeles, California 90024-9757
(310) 470-6688 - FAX (3