John M Livernois has over 25 years of experience in quality management, project management, training, and operations leadership in financial services call centers and mortgage banking. He has a proven track record of analyzing performance data to identify improvement opportunities, developing trainings, managing teams, and implementing process changes that improved metrics around customer satisfaction, productivity, and error reduction.

1. John M Livernois
1527 Simpson St. Mobile: 602.885.7488
St. Paul, MN 55108 Email: JohnML217@yahoo.com
SUMMARY
Quality Department professional with wide-ranging and varied experience in financial services call center and mortgage
bank. Experience in quality resource management and supervisor support, project management, training, system user and
new software implementation support, data and business analysis. Proven success in team leadership and talent
development. Excellent written and verbal communication. Skilled in working with various levels of leadership and staff.
Experienced developer of webinars and classroom training, and an outstanding presenter.
KEY QUALIFICATIONS
 Quality Department experience  Project Management  Quality Performance Coach
 System Implementation Team  Process and Performance
Improvement
 Quality Team Management
RELEVANT PROFESSIONAL EXPERIENCE
Fiserv Corporation Phoenix AZ 1999 – 2014
Quality Department Analyst, Performance Coach, Process Improvement team, monitoring system support
Fourteen years’ financial services call center experience, primarily in quality department. Traveled extensively
supporting three sites in quality data and business analysis, system implementation, process improvement, coaching and
training.
Responsibilities:
• Managed quality team, supported management and supervisors as subject matter expert on quality
processes, workflows, systems, and reporting.
• Created monthly scorecard report of call center metrics of AHT (Average Handle Time); internal
Quality monitoring and external customer satisfaction; attrition; departmental task completion rate;
and associate satisfaction survey scores by department for class start dates by call center location
• Developed and delivered quality process training to managers, supervisors, team leads, and
associates.
• Supported technical team on remote monitoring system upgrade, developed user guides, and
supported system users for eight years.
• Supported leadership by researching errors and identifying process improvement opportunities.
• Monitored and coached new hires on quality and procedural requirements.
• Collaborated with leadership and training teams providing feedback on quality documentation for
associates and supervisors.
• Participated on quality process improvement teams, observing, documenting, and presenting
recommendations.
• Managed quality team workflows monthly for completion and accuracy, performing audits of quality
reviewers, to drive calibrated results.
• Team member for new system research, gathering and documenting requirements, and analyzing
products to determine which met requirements.
• Supported operations users as Quality team liaison to application support during system
implementation.
• Assisted Training Managers with initial performance coaching training; revised, adapted and
delivered ongoing enhancement training and coaching of managers and supervisors.

2. Standard Federal Bank Troy MI 1988 – 1998
Training Manager, Corporate Trainer, Branch Manager
Ten years’ experience as mortgage bank branch operations manager, corporate trainer, and training manager.
Managed five bank acquisitions.
Responsibilities:
• Managed five merger and acquisition integration processes; managed teams of five to 24 branch
conversion specialists; projects lasting four to five months each.
• Identified product and system training needs during merger integration processes; worked with subject
matter experts in IT to identify gaps; developed and presented train the trainer materials for pre- and
post-conversion training.
• Created user testing materials for software, product, and process integration training.
• Gathered system error data; documented and communicated to IT team; communicated error resolution
to conversion specialists.
• Facilitated Best Practices and Lessons Learned discussions with conversion trainers; documented and
presented reports to senior operational and IT management teams.
• Consulted with bank departments; identified and prioritized training needs.
• Interviewed, hired, and managed training team of fifteen; managed teller trainer supervisor and 11 teller
trainers.
• Created and delivered product, system, process, procedure, and customer service training.
• Managed mortgage and savings bank branch, trained and supervised staff of eleven; originated and
closed mortgage, equity, and consumer loans; and managed sales relationships with Realtors.
TECHNICAL SKILLS
Word, Excel, SharePoint, PowerPoint. Visio (intermediate) Survey creation tools. Call Center routing and workforce
management software (intermediate)
The Hotel Minneapolis Minneapolis MN 2015-present
Accounts Payable, Accounting
Liaison with department managers for invoice approvals, input and pay invoices, reconcile GL discrepancies.
Front Desk Associate
Reception, Concierge, Check-In, Guest Services provider.
Macy’s Bloomington MN 2014 – 2015
Men’s Department Sales
Sales, Customer Service, Merchandise Recovery

3. KEY ACCOMPLISHMENTS
• Analyzed call center internal quality monitoring data; identified coaching opportunities from defect
log; communicated results and facilitated leadership prioritization and strategy discussions; result was
improved external customer satisfaction scores.
• Analyzed “office closed” case data; identified gap from defect log; communicated results and
recommended re- alignment of pushed work by business time zone; result was increase in two
metrics: associate productivity and higher closed rate for outbound call center teams.
• Analyzed remote monitoring user error ticket data during software upgrade; facilitated discussion of
most frequent error data with application support team; identified user training opportunities; created
CBT for system users; result was reduced user errors for initial rollout site and reduced upgrade time
for two additional sites.
• Analyzed operational process for coaching call center associates; proposed process improvement of
creating real-time buddy system on outbound claims’ teams; tracked coaching opportunities on a
defect log; reported results to leadership; result was improved metrics of cases completed per hour,
reduced number of coaching opportunities per team, and reduced supervisor coaching time.
EDUCATION
Franciscan College of Steubenville, Steubenville OH
Bachelor of Arts, English Literature
Aquinas College, Grand Rapids, MI
Master of Arts, Religious Education/Adult Education