Kenneth Clifford
Hollywood,FL
Summary
Senior executive with a proven track record in operations, process improvement, project management, acquisitions, and reengineering. Demonstrates a hands-on approach to management and operational excellence, consistently driving enhanced corporate performance for companies in various industries both domestically and internationally. Recognized for success in reengineering, acquisition integration, process improvement, and implementing standardized approaches to cost reduction. Known for building and developing high-performing teams acknowledged for their expertise and thought leadership. Holds certifications as a Six Sigma Master Black Belt, Certified Scrum Master, and an MBA.
Overview
18
18
years of professional experience
Work History
Senior Director, Operations
UKG
07.2018 - 07.2024
- Led Call Center and Customer Support, servicing both internal and external customers
- Held operational budget responsibility of $8.0M with 9 direct and 200 indirect reports located across the US and internationally
- Created and managed flexible workforce which supported 17 different functions/roles within Employment and Payment Services, including Tax Amendments, Power of Attorney, State Unemployment Insurance, Tax Rate Changes and Tax Code Maintenance. Efforts result in $1.5M in annual labor cost savings
- Led initiative to offshore several functions and roles to Noida, India, including Tax Amendments and Payroll processing
- Reduced incoming call Average Speed of Answer (ASA) from 10 minutes to 180 seconds, resulting in a 10-percentage point improvement in customer satisfaction (CSAT)
Senior Director, Business Process Management
Lexis Nexis Risk Solutions
10.2006 - 12.2017
- Reporting directly to the CFO, led operational restructuring and implemented standardized project management, technical documentation, end-to-end process metrics, ensuring alignment and attainment of organizational objectives
- Held operational budget responsibility of $1.8M with 6 direct and 14 indirect reports
- Managed payment-related and financial Customer Call Center
- Reduced client on-boarding time by 58%, resulting in $4M in annual savings through the implementation of quote to activation reengineering and integrating 17 back-office systems
- In support of a multi-million-dollar acquisition, led the consolidation and growth of the Customer Operations Call Center, which grew from 35 Customer Service Representatives to 300 in 12 months
- Changed approach to project management and process improvement throughout the organization through the development and implementation of Six Sigma, Root-Cause-Analysis and Integrated Scorecard training and programs
Education
MBA - Business Administration
Nova Southeastern University
Davie, FL06.2002
Bachelor of Science - Business Administration And Management
Nova Southeastern University
Davie, FL01.2000
Skills
- Call Center Management
- Customer Service
- Process Improvement
- Executive Leadership
- Business Intelligence
- Cost Benefit Analysis
- Organizational Assessment
- Project Management
- Program Management
- Team Management
Websites
Accomplishments
- Improved Efficiencies – Reduced client on-boarding time by 58%, resulting in $4M in annual savings by implementing quote to activation reengineering and integrating 17 back-office systems
- Cost Savings – Increased client monthly billable hours by 30% through addressing inconsistent processes, outdated documentation and lack of shared organizational goals and objectives
- Customer Experience – Delivered $1.2M in client Call Center savings through reengineering of automated voice-response system and positioning organization as a business partner rather than a service provider
Education - Degrees
- Master of Business Administration (MBA), Nova Southeastern University, Davie, FL
- Bachelor of Science in Professional Management, Nova Southeastern University, Davie, FL
Timeline
Senior Director, Operations
UKG
07.2018 - 07.2024
Senior Director, Business Process Management
Lexis Nexis Risk Solutions
10.2006 - 12.2017
MBA - Business Administration
Nova Southeastern University
Bachelor of Science - Business Administration And Management
Nova Southeastern University
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