S. Paul Granade, Jr.
Alpharetta,GA
Summary
Forward thinking and results driven people leader and operations manager. A strong focus of using key performance indicators to drive performance, analytics, team building, growing talent, operational process and procedures and quality. Proactive and hardworking individual focused on continuous operational improvement
Overview
15
15
years of professional experience
Work History
Manager of Operations
Optum (formerly Change Healthcare, formerly Altegra Health)
01.2015 - Current
- Managed up to 300 onshore contract agents at peak intervals and over 500 Vendor managed resources
- Developed scheduling operational processes and implemented process improvements within area of fax/mail/onsite scheduling
- Designed implemented and managed full cisco ACD, dialer system, and configuration manager
- Managed Verint recording suite including uploading/removing of users in platform and utilized data for quality purposes
- Workforce management
- Continual training on process and procedures including build FAQ and quick reference guides
- Coaching and agent development
- Performance evaluations
- Increased agent productivity goals utilizing time in motion studies to determine how much agent can do each day
- Managed agents to that productivity standard
- Well versed in call center campaigns and ACD flow
- Responsible for reporting metrics and reporting
- Collaborated across teams and functions to ensure client expectations were met.
IVR Manager/ IT Operations Analyst
Aurea Energy Solutions (formerly ista North-America)
01.2014 - Current
- Develop operational processes and procedures that fall in line with ITIL framework
- Train team members on processes and standard procedures
- Configure and maintain SQL Server 2008R2 and 2012
- Perform root cause analysis of application issues
- Communicate with Executive Leaders for status updates on tasks assigned to IT Operations team
- Collaborate with key personnel to develop software lifecycle
- Develop and Maintain SOP documentation
- Manage team members to ensure system issues are handled efficiently and properly
- Collaborate with client services to understand true business needs of clients
- Collaborate with development team and client services to resolve issues and implementing changes
- Successfully maintain over 40 servers spread across 8 different environments
- Manage IIS for all environments.
Manager of Call Center and IVR
Aurea Energy Solutions (formerly ista North-America)
04.2011 - 01.2014
- Managed 150 agents in Jacksonville and Alpharetta call center locations
- Increased IVR revenue within first 6 months with cost containment strategies
- IVR Script Design and architecture
- IVR creation from infancy to maturity
- Increased call containment within IVR
- Work force Management
- Performance evaluations
- QA of incoming Agent calls
- Coaching and Agent Development
- Creation of automated Metrics and reporting
- Managed eight of larger retail electric providers
- Assisted director with most successful team 6 months until acquisition by competitor
- Well versed in call center campaigns and ACD flow
- Vendor Management
- Creation of Business Requirements, key performance indicators and service level agreements
- QA of IVR functionality and product quality
- Responsible for metrics and reporting for call center and IVR operations.
IVR Support Analyst
Aurea Energy Solutions (formerly ista North-America)
02.2011 - 04.2011
- Supported ten retail energy IVR systems
- Supported multiple scripts for multiple clients
- QA smoke testing for IVR clients
- IVR script design and architecture
- Responsible for IVR metrics and report creation.
Call Center Representative & IVR Analyst
Aurea Energy Solutions (formerly ista North-America)
05.2010 - 02.2011
- Supported callers for 4 different BPO clients
- In depth knowledge of clients products and offerings
- Functional duties such as bill inquires, and bill disputes
- Operational duties such as and enrollments, and accepting payments
- In depth knowledge of ista|net platform
- IVR Support
- Call flow design
- Minor IVR scripting changes.
Print Coordinator & Call Center Representative
Aurea Energy Solutions (formerly ista North-America)
03.2009 - 05.2010
- Printed and processed outgoing invoices for retail energy customers
- Ran and maintained invoice folding and stuffing equipment
- Ran postage meter
- QA check of all outgoing invoices
- Responsible for getting invoices out by to mail carriers by multiple deadlines during day
- Cost containment strategies
- Created processes for efficiencies.
- Entered data, generated reports, and produced tracking documents.
Skills
- Time management and organization
- Adaptability
- Problem solving
- Cisco CCMP/ACD/ICM
- Verint recording and quality platform
- Microsoft Office Professional Products
- InContact Pro Software inControl, inTouch, CallDetail, MyAgent and DialerManager
- KPI Creation and reporting
- Customer service and communication skills
- IVR technologies
- Client relations
- ACD technologies
- High Integrity
- Presenting internally and externally
- Contract negotiations
- Analytics and reporting
- People management
- Telephony services
- Advanced ability to work with customers/clients
- Strong written and verbal Skills
- Extremely dedicated and reliable
- Excellent people skills
Timeline
Manager of Operations
Optum (formerly Change Healthcare, formerly Altegra Health)
01.2015 - Current
IVR Manager/ IT Operations Analyst
Aurea Energy Solutions (formerly ista North-America)
01.2014 - Current
Manager of Call Center and IVR
Aurea Energy Solutions (formerly ista North-America)
04.2011 - 01.2014
IVR Support Analyst
Aurea Energy Solutions (formerly ista North-America)
02.2011 - 04.2011
Call Center Representative & IVR Analyst
Aurea Energy Solutions (formerly ista North-America)
05.2010 - 02.2011
Print Coordinator & Call Center Representative
Aurea Energy Solutions (formerly ista North-America)
03.2009 - 05.2010