1. Robert Tavenner
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tavennerfl@bellsouth.net
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Objective
With over 14 years of operations and call center management experience, I am seeking a
management position where I can utilize my diverse business skills and education to help an
organization achieve continued success.
Summary of Qualifications
 Over 14 years of operations, call center, and workforce management experience
 Saved contact center and home delivery pharmacy over 1 million dollars in cost annually
at Express Scripts
 Over 17 years of customer service experience, including over 13 years of
inbound/outbound call center environment experience
Professional Experience
Harrington & Associates, CPAs
Jan 2015 - May 2015
o Staff Accountant
 Gathered information from clients, prepared tax returns, and other
accounting related services. Analyzed results and determined plans to
assist clients in meeting their goals.
Express Scripts (ESI)
Sep 2004 - Jan 2015
o Account/Service Delivery Manager/Operations
 Acted as a liaison/consultant and daily contact for Express-Script clients to
ensure that their benefit plan designs, service expectations, requests, and
performance guarantees were successfully supported by the business
operationally.
 Analyzed, problem-solved, and negotiated internal resources, funding
issues, service level goals, and performance guarantees.
 Improved efficiency, provided cost savings for the business, clients, and
patients, as well as a higher level of quality service.
o ASC/Billing Supervisor-Operations
 Developed and implemented an Advocate Support Center department;
facilitated the selection process, scheduling, seating, reporting, and
training; and developed and implemented a 30, 60, and 90 day
performance plan, outlining performance goals, processes and procedures
o Team Lead Operations
 Coached, developed, and trained agents to ensure they met customer
service goals pertaining to company policies and procedures. Provided

2. feedback via reports, one-on-ones and performance evaluations. Provided
leadership, coaching, and implemented performance improvement plans.
ADT Security Services
Feb 2001- Sep 2004
o Team Manager Operations
 Performed all managerial and administrative duties pertaining to employee
oversight and direct reports such as payroll, compliance, and attendance
tracking. Provided feedback through statistical reports, one-on-ones and
performance evaluations. Coached, developed, and trained agents to
ensure they met goals pertaining to customer service and company policy
and procedures.
o Resource Desk Coordinator-Workforce Management
 Managed the call center, including load balancing, locally and nationally,
to obtain service level goals and tracking employees to enable adjustments
related to the achievement of daily, monthly, and quarterly goals. Provided
numerous real time statistics and reports to upper management, the
National Resource Desk, and Director of the call center, as well as handled
communications during emergency or network outages.
Education
Master of Science in Accountancy
University of Phoenix
May 2007 - Apr 2009
Master of Business Administration
University of Phoenix
Jan 2006 - Mar 2007
Bachelor of Business Management
University of Phoenix
Nov 2001- Nov 2005
Achievements
 Earned multiple Excellence Awards in 2013 and 2014 for my work on client migration to
new platform at ESI
 Earned Top Performing Team award for multiple months in 2005 and 2006 at ESI
 Certificate in Workforce Management for Local and National inbound call center
 Recommended for the Employee Development Program at ADT
 Recommended and appointed to Safety Committee for ADT and Safety Council for ESI
Computer Skills
Proficient in: MS Word, MS Access, MS Excel, MS PowerPoint, MS Outlook; Compass; TCS;
B32; CMS/Lucent/Avaya; RTA; MAStermind; and Witness/NICE Application