Michael Auton
Prospect,KY
Summary
Seasoned customer service professional competent in organizing deliveries, dispatching drivers and resolving customer concerns. Detail-oriented, responsive and adaptable to changing conditions. Motivated Manager with more than 20 years of experience recommending business improvements that result in opportunities. An expert in promoting efficiency methods that provide cost savings. Ready for a new position where attention to detail and a wide knowledge of technology can be utilized.
Overview
20
20
years of professional experience
Work History
Service Delivery Manager/Technology Implementation Lead
Humana
Louisville, KY
11.2019 - Current
- As the Service Manager/Technology Implementation Lead at Humana (Medicare), I am the trusted adviser to partner(s) and provide the appropriate mix of people, process, and technology to develop effective solutions and to establish state of the art, exceptional 24x7 service for Author by Humana Product Line
- I'm responsible for daily interaction with all portfolio management in my service segment, along with the partners who utilize Edge technology to ensure that Consumer (Member and Providers) receive world class and personalized experiences for management of their whole health
- Service Managers are tasked with ensuring improvement in the overall member experience in the pursuit of personalized health/wellness care, using new support opportunities including new innovative customer engagement programs and cutting-edge technologies to decrease friction points, increase trust with members, control and reduce costs, with the goal of enhancing quality of overall life.
Director Operations Support, Workforce Services
ResCare, Inc
Louisville, KY
02.2017 - 11.2019
- The Director of the Operations Support Center is responsible for the coordination and completion of new contract start up activities as well as other special projects as assigned
- The Director of the Operations Support Center manages other members of the service delivery team to establish plans with tasks and deadlines assigned to multiple parties across multiple teams and departments and monitor project completion.
Director Global Sales and Solutions
Kelly Services, Inc
Louisville, KY
04.2015 - 02.2017
- Responsible for the sales and solution planning for Kelly Services, Inc
- Global clients and prospective clients, grow relationships and close sales, through execution of portfolio of services and solutions
- Optimizing Client talent management strategies, built analytics capabilities transforming their global talent acquisition organization, drove organizational change and high performance
- Utilizing our consultants who possess deep domain expertise and our advanced analytical platform, providing advisory services, insights, analysis and recommendations that move beyond theory and into actionable plans that lead to business results.
Director of Client Services
ADP National Accounts
04.2004 - 04.2015
- Responsible for high-level relationship management with clients
- Serves as the primary management contact and client liaison during delivery of an outsourced solution, whether it is an IT solution or a business process outsourced solution
- Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship
- Works to grow the client relationship by identifying new business opportunities
- Drives team to execute on contract terms and conditions and works with the delivery managers to ensure on-time delivery of projects that support the client's business, profit, and loss responsibilities, selects, develops, and evaluates personnel to ensure the efficient operation of the function.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Created capacity plans by assessing chat, email and phone volumes.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Evaluated customer feedback to improve quality of services provided.
- Identified and developed new business opportunities through client contracts.
- Determined training objectives and monitored team performance to refine training methods and content.
- Analyzed customer feedback data to identify trends and develop strategies for improvement.
- Partnered with vendors to obtain best pricing on products or services.
- Devised adjustments to procedures and policies to support top-tier service delivery.
- Attended to daily client service requests and provided support.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Provided leadership, guidance and direction to team members in order to meet client needs.
- Reviewed and approved client usage reports to assist accounts receivable team with billing process.
- Maintained a working knowledge of current trends in the industry.
- Monitored progress of projects and reported results to senior management.
- Cultivated relationships with clients by providing superior customer service.
Education
Bachelor's in Sports Business Administration -
University of Louisville
01.1998
Skills
- Audit
- Closing
- Procurement
- RFP
- Training
- Relationship Management
- Portfolio Management
- Requirements Gathering
- Change Management
- User Experience
- Product Development
- Agile
- Six Sigma
- Product Demos
- User Interface
- Web Services
- Jira
- Business Requirements
- APIs
- Business Analysis
- SDLC
- Customer Engagement
- Solutions Development
- Operations Support
- Client Relationship Management
- Performance Improvement
- Training and Coaching
- Workload Management
- Project Implementation
- Incident Investigation
- Third-Party Contracts
- Risk Mitigation
- Mentoring and Training
- Project Planning
- Client Needs Assessments
- Technology Evaluations
Certification
Six Sigma:
Green Belt
Black Belt
Additional Information
- SKILLS
- Project Management
- Change Management Process Owner
- Service Now Implementation
- Procurement/Management
- Logistics Management
- Product Development
- Client Service Management
- Sales Research
- Closing Sales
- Proposal/RFP Creator
- Lease Negotiation
- Space Planning/Architectural Design
- Training/Education Development
- Implementations/Migrations Manager
- Group Enrollment Specialist
- Audit and Financial Research
- Operation Planning
- Health Care Management and Reimbursement
- Investment Planning
- Six Sigma Black/Green Belt
- Director/ Mentor
References
References available upon request.
Timeline
Service Delivery Manager/Technology Implementation Lead
Humana
11.2019 - Current
Director Operations Support, Workforce Services
ResCare, Inc
02.2017 - 11.2019
Director Global Sales and Solutions
Kelly Services, Inc
04.2015 - 02.2017
Director of Client Services
ADP National Accounts
04.2004 - 04.2015
Bachelor's in Sports Business Administration -
University of Louisville
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