GREGORY D. HOYT
Prairie Village
Summary
Operations executive skilled in optimizing data management and enhancing customer experiences. Proven ability to lead cross-functional teams, manage complex projects, and deliver effective technical support. Strong background in training and development, focusing on improving team capabilities and customer satisfaction across various sectors.
Overview
25
25
years of professional experience
Work History
Director of Operations
Amp/Ampify
06.2021 - Current
- Configured input forms for customers, enhancing data management workflows. Oversaw vendor and consultant contracts, ensuring alignment with project objectives. Resolved SSO troubles to maintain seamless client access to resources. Managed sprint planning and retrospectives to optimize development cycles. Mapped business rules into actionable requirements for incoming client boards. Acted as primary technical contact for customers, resolving issues to maintain uninterrupted access to resources. Established new fields and lookups based on client feedback and requirements. Supported customer acquisition efforts while managing Jira administration tasks to streamline project tracking.
- Developed strategic plans to enhance operational efficiency and productivity.
- Managed budget allocations and resource distribution for optimal performance.
- Configured input forms for customers, enhancing data management workflows.Oversaw vendor and consultant contracts, ensuring alignment with project objectives.Resolved SSO troubles to maintain seamless client access to resources.Managed sprint planning and retrospectives to optimize development cycles.Mapped business rules into actionable requirements for incoming client boards.Acted as primary technical contact for customers, resolving issues to maintain uninterrupted access to resources.Established new fields and lookups based on client feedback and requirements.Supported customer acquisition efforts while managing Jira administration tasks to streamline project tracking.
Consultant
Private Consulting
12.2008 - Current
- Assisted clients in technology business start-up, focusing on web design and customer service strategies to enhance operational efficiency. Resolved technical issues for clients and recommended hardware and software solutions. Supported client in creating training video for software product, ensuring quality and clarity. Guided establishment of business supporting domestic violence survivors, ensuring effective resources and support systems were developed. Delivered technical support via phone and on-site visits to improve user experience and resolve technical issues. Facilitated software training sessions for businesses and employees to improve proficiency.
- Analyzed client needs to develop tailored consulting strategies.
- Facilitated workshops to enhance team collaboration and communication skills.
- Conducted market research to identify industry trends and opportunities.
Manager, Support and Implementation/Leader, Client Account Services
Clareity Security/CoreLogic
01.2015 - 06.2021
- Led software implementation for customers by managing cross-functional team. Reviewed and approved updates to contracts and new agreements, ensuring compliance with product line standards. Conducted training sessions on best practices for customer support. Presented quarterly product functionality summaries to customer base. Led support team in resolving customer issues promptly. Developed and maintained Confluence pages for knowledge sharing. Refined Jira workflows to enhance project tracking efficiency. Organized and facilitated workshops at industry conferences, managing logistics and delivering presentations to enhance brand visibility.
- Led teams to ensure effective security operations across multiple projects.
- Developed and implemented strategic initiatives for enhanced security protocols.
- Coordinated with cross-functional teams to streamline communication and workflows.
Vice President of Operations
Fidelity National Financial, FNRES
Las Vegas
08.2002 - 12.2008
- Promoted to key member providing overall management of DPN Operations. Primarily focused on the strategic/tactical growth of the organization through management of the business channels and development of industry relationships. Managed a $3.2M annual operating budget. Oversight of the monthly and annual P & L statements. Full responsibility for improving cash position through the collection of accounts receivable. Imperoved profitability in a three month window from negative $50K per month NI to positive $75K pr month NI. Built and maintained new and existing customer relationships to drive revenue growth. Managed sales administration, including identifying new sales leads, producing proposals, negotiating sales, and closing deals to achieve sales targets. Overall responsibility for the supervision of nineteen on-site employees and three off-site employees. Collaborated with technical team to lead direction of current technology platform and guide future product enhancements. Attended trade shows and other events as a representative of the company.
- Directed operational strategies to enhance service delivery and client satisfaction.
- Implemented process improvements to streamline workflow and increase efficiency.
- Oversaw cross-departmental collaboration to ensure seamless project execution.
Manager Sales Support /Administration
Fidelity National Financial, FNRES
Olathe
01.2005 - 01.2007
- Supervised call center for twelve products, managing seven employees to ensure efficient operations.
- Managed daily operations of multiple teams in financial services division.
- Led strategic initiatives to improve client satisfaction and retention processes.
- Oversaw compliance with industry regulations and company policies.
Trainer/ Call Center Manager
Fidelity National Financial, FNRES
Olathe
01.2004 - 01.2005
- Directed day-to-day operations within a high volume technical call center supporting twelve products. Trained end users of CRM program through WebEx and in-person sessions, enhancing user proficiency. Participated in regional and national conferences to support product and serve as technical resource for users. Facilitated user groups to gather customer feedback on product, relaying insights to development team for product enhancements. Documented procedures for managing incoming calls.
- Developed training programs for new employees at Fidelity National Financial.
- Facilitated workshops on compliance and regulatory standards in financial services.
- Mentored staff on customer service best practices and effective communication techniques.
Call Center Supervisor
Fidelity National Financial, FNRES
Santa Ana
01.2003 - 01.2004
- Executed relocation of call center from Olathe, Kansas to Santa Ana, California, ensuring seamless transition for operations. Recruited and trained new support staff to enhance service capabilities. Compiled daily and weekly reports on call volume and performance metrics to inform management decisions. Participated in conferences to provide technical support resources, improving user experience.
- Supervised daily operations of call center team to ensure service quality.
- Trained staff on customer service protocols and company policies.
- Monitored call metrics to identify areas for team improvement.
Level II Technical Support
Fidelity National Financial, FNRES
Olathe
01.2002 - 01.2003
- Provided second level technical support for ten software products, successfully resolving complex issues to enhance user satisfaction. Acted as primary resource for technicians and end users on software suite queries. Supervised weekend operations to ensure efficient call center functionality. Conducted product troubleshooting to enhance user experience and system reliability. Assisted with interviewing and hiring processes for departmental staff. Authored documentation for public product use to facilitate understanding. Contributed to product team efforts in developing a knowledge base for the call center. Compiled and shared weekly statistical reports with stakeholders to inform decision-making and track performance.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
MBA -
University of Phoenix
Lenexa, KansasBachelor of Science - Information Technology
DeVry University
Kansas City, MissouriBachelors - Social Welfare
University of Kansas
Lawrence, KansasSkills
- Operations management
- Project management
- Workflow optimization
- Process improvement
- Data management
- Operations oversight
- Vendor management
- Customer relationship management
- Team leadership
- Workforce planning
- Cross-functional collaboration
- Operational efficiency
- Strategic thinking
- Problem solving
- Management and team building
- Project planning
Custom
- Operations Management
- Cash Management
- Accounting & Reporting
- Strategic Planning
- Merger & Acquisition Integration
- Cost Reduction
- Customer Relationship Building
- Sales Administration
Timeline
Director of Operations
Amp/Ampify
06.2021 - Current
Manager, Support and Implementation/Leader, Client Account Services
Clareity Security/CoreLogic
01.2015 - 06.2021
Consultant
Private Consulting
12.2008 - Current
Manager Sales Support /Administration
Fidelity National Financial, FNRES
01.2005 - 01.2007
Trainer/ Call Center Manager
Fidelity National Financial, FNRES
01.2004 - 01.2005
Call Center Supervisor
Fidelity National Financial, FNRES
01.2003 - 01.2004
Vice President of Operations
Fidelity National Financial, FNRES
08.2002 - 12.2008
Level II Technical Support
Fidelity National Financial, FNRES
01.2002 - 01.2003
MBA -
University of Phoenix
Bachelor of Science - Information Technology
DeVry University
Bachelors - Social Welfare
University of Kansas