1. '
651.216.1549
|
* andrew@andrewstonge.com
8www.andrewstonge.com| http://www.linkedin.com/in/andrewstonge
Note:
Currently
resides
in
the
Little
Rock,
AR
area
OPERATIONS
MANAGER
-­‐CLIENT
AND
CUSTOMER
SERVICE
OPERATIONS
e x e c u t i v e
s u m m a r y
Corporate
operations
manager
with
demonstrated
accomplishments
and
12
years
experience
in
the
strategic
and
tactical
leadership
of
client
and
customer
service
operations.
Proven
success
in
strategic
planning,
recruiting,
employee
development,
training,
project
management,
budgeting,
quality
assurance,
and
metrics.
Demonstrated
results
in
leading
teams
up
to
150
employees.
Skilled
in
building
and
maintaining
collaborative
work
environments
that
consistently
create
value-­‐added
solutions
and
services
for
both
internal
and
external
customers.
A
motivational,
lead-­‐by-­‐example
change
agent
and
advocate
of
empowerment
and
accountability
providing
collaborative
leadership
ensuring
efficiencies
in
process,
control,
compliance,
profitability,
and
shareholder
value.
c r i t i c a l
s k i l l
s e t
• Bi-­‐lingual;
German,
Russian
• Leadership
Development
• Process
Improvement
• Operations
Management
• Customer
Service
Development
• Training
and
Development
• Strategic
Planning
and
Facilitation
• Change
Management
• Project
Management
• Organizational
Development
• Performance
Metrics
and
Evaluation
• Quality
Control/Assurance
p r o f e s s i o n a l
e m p l o y m e n t
h i s t o r y
Operations
Manager
Fidelity
Information
Services
2008-­‐2011
NOTES
Responsible
for
leading
customer
service
contact
center
operations
consistent
with
corporate
strategy,
regulatory
compliance
and
contractual
client
service
levels.
Managed
operations
for
two
business
units
in
multiple
locations.
Led
a
team
of
up
to
150
employees,
including
managers,
supervisors,
team
leads,
and
customer
service
representatives.
Built
and
maintained
a
cohesive
leadership
team
focused
on
achieving
world-­‐class
customer
satisfaction
through
focused
employee
performance
coaching,
mentoring,
and
performance
improvement.
Managed
client
loyalty
and
satisfaction
operations.
Directed
operational
and
financial
planning
activities.
• Rebuilt
a
failing
call
center
operation
into
a
world-­‐class
contact
center
business:
• Restored
performance
to
contracted
service
levels
within
first
45
days.
• Implemented
a
new
training
program,
reducing
attrition
by
19%.
• Directed
an
employee
performance
improvement
process,
consisting
of:
• Competency-­‐based,
behavioral
recruiting
and
interview
process.
• Enhance
new
employee
onboarding
and
training
program.
• Oversaw
a
planned
and
focused
performance
coaching
program.
• Reduced
attrition
by
24%
and
training
costs
by
38%.
• Implemented
an
improved
call
quality
system:
• Improved
call
quality
29%
within
2
months.
• Maintained
call
quality
above
client
standards
since
2008.
Andrew
St
Onge
|
Page
1
of
3

2.
NOTES
Operations
Manager
Verified
Credentials,
Inc.
2005-­‐2008
Established
and
directed
the
national
verification
team
for
an
organization
undergoing
rapid
growth
and
change.
Created
and
implemented
a
highly
function
organizational
structure
that
ensured
the
delivery
of
high-­‐quality
services
consistent
with
client
standards
and
regulatory
compliance.
Achieved
significant
cost
reductions
via
contract
negotiation
with
clients
and
vendors
and
through
process
improvements.
Led
a
team
of
up
to
40
employees,
including
supervisors,
team
leads,
and
customer
service
representatives.
• Expanded
operational
capacity
to
support
a
115%
increase
in
orders:
• Increased
product
quality
15%.
• Decreased
cycle
time
by
56%.
• Decreased
costs
by
20%:
• Renegotiated
contracts
and
service
level
agreements.
• Outsourced
routine
function,
lowering
transaction
costs
by
25%.
• Partnered
with
the
sales
team
to
standardize
product
definitions
and
standards.
Senior
Process
Coordinator
Andersen
Corporation
1999-­‐2005
Managed
a
$42
million
national
service
operations
network
supporting
over
600
internal
and
1,200
external
customers.
Supervised
a
six-­‐-­‐-­‐person
operations
team
and
coordinated
a
four-­‐-­‐-­‐person
project
management
team.
Facilitated
the
annual
strategic
planning
and
budgeting
process
with
senior
management.
Oversaw
cost
containment
and
revenue
generation
projects.
Directed
complex,
technical
projects
focused
on
increasing
customer
satisfaction.
Established
standardized
performance
metrics
and
Balanced
Scorecards.
• Consolidated
eight
regional
service
centers
into
one
national
center:
• Realized
$12.2
million
cost
savings.
• 52%
reduction
in
cycle
time.
• 15%
increase
in
customer
satisfaction.
• Implemented
a
standardized
Balance
Scorecard
performance
management
system.
• Led
large-­‐-­‐-­‐budget,
complex
process
improvement/revenue
generation
projects:
• Created
of
a
national
customer
contact
center.
• Developed
a
web-­‐-­‐-­‐based
operations
system
for
a
1,200
vendor
supply
chain.
• Implemented
a
$2.4
million
program
to
sell
non-­‐-­‐-­‐warranty
parts.
• Facilitated
over
two
dozen
Lean
and
Kaizen
events
resulting
in
over
$2
million
in
savings
a d d i t i o n a l
c a r e e r
h i s t o r y
Division
Service
Coordinator
1996-­‐1999
Andersen
Corporation
Territory
Manager
1994-­‐1996
Andersen
Corporation
Operations
Sergeant
1984-­‐1998
U.S.
Army
Reserves
e d u c a t i o n ,
a c c r e d i t a t i o n s
a n d
a f f i l i a t i o n s
Andrew
St
Onge
|
Page
2
of
3

3.
NOTES
Bachelor
of
Arts,
International
Relations,
University
of
Minnesota
Masters
in
Management,
Albertus
Magnus
College
(in
progress,
20
credits
completed)
Certified
Achieve
Global
Adult
Learning
Facilitator
American
Society
of
Training
and
Development
(ASTD)
member
American
Society
of
Quality
(ASQ)
member
Minnesota
Council
for
Quality
Member
contact
'
651.216.1549
|
* andrew@andrewstonge.com
8 www.andrewstonge.com| http://www.linkedin.com/in/andrewstonge
Note:
Currently
resides
in
the
Little
Rock,
AR
area
ability,
access,
achieve,
Achieve
Global,
accountable,
ACD,
adherence,
advisor,
AHT,
allocation,
analyze,
analytical,
appraise,
assign,
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associate,
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Avaya,
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degree,
m aster’s
degree,
balance,
balanced
scorecard,
budget,
call
center,
call
center
m anager,
capability,
change,
change
agent,
clerical,
client,
client
services,,
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services
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CMS,
coach,
cohesive,
collaborate,
collaborative,
communicate,
compliance,
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contact
center,
contact
center
m anager,
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compliance,
control,
coordinate,
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coordination.
Counseling,
cost,
creative,
credibility,
customer,
customer
satisfaction,
customer
loyalty
customer
loyalty
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m aking,
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and
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,
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communication,
W ord,
w ord
processing,
w orkforce,
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w ritten
communication,
Visionary,
financial,
finance,.
W orkforce
Strategy
and
Grass
Roots
Execution
,
Training
and
Development
Programs,
Suggestion/Improvement
Programs,
M anagement
Counsel
and
Guidance,
diversity
Andrew
St
Onge
|
Page
3
of
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