Ron Wetzel
Cincinnati,Ohio
Summary
Executive visionary and servant leader who offers expertise in building and leading world-class, global Customer Operations teams. Seeking to leverage extensive experience in leading teams and driving business growth to make a significant impact in a forward-thinking organization. Committed to delivering results and exceeding expectations in a fast-paced environment.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
Work History
Vice President of Call Center Operations
Eversana
Cincinnati, OH
09.2023 - Current
- Executive leader of Call Center Operations and Support Services
- Key areas of responsibility include call center operations, pre-commercial operations, clinical operations, program care team operations, and program quality/patient experience.
Senior Vice President of National Customer Service Operations
Sedgwick
Cincinnati, OH
08.2020 - 09.2023
- Led team of 2500+ customer service representatives, overseeing all support services teams (Training, Workforce Management, Reporting and Analytics, and Quality Assurance)
- Collaborated with executive leadership team members on long-term strategic planning that ensured sustainable success for company.
- Spearheaded organizational restructuring initiatives, streamlining operations and reducing overhead costs
- Improved first-year retention 35% following introduction of onboarding program, complete with college experience managers and onboarding specialists.
- Increased customer experience scores 15% via creation of problem resource tracking (PRT) program that incorporated quality assurance and customer service into contact center operations, providing immediate feedback and training to support employees and customers.
- Successfully led Team through strategic initiatives that improved customer satisfaction, resulting in 25% increase in overall NPS Scores
- Established key performance indicators and metrics to track customer service center's performance, leading to 20% decrease in average resolution time for customer inquiries.
- Enhanced company performance by implementing new strategies and streamlining operations.
Chief Operating Officer
Chard Snyder
Cincinnati, OH
01.2019 - 08.2020
- Oversaw team of 150+ employees, fostering culture of collaboration and continuous improvement to drive operational excellence.
- Played critical role in mergers and acquisitions activities; including due diligence processes, negotiations, integration planning, and execution efforts to ensure seamless transitions.
- Spearheaded major organizational restructuring efforts, resulting in more agile and responsive team structure.
- Directed and executed strategic initiatives to streamline operations, resulting in 20% decrease of attrition year over year.
- Implemented cost-saving measures that reduced expenses by 15% while maintaining high-quality standards across all operational functions.
- Developed comprehensive risk management protocols, ensuring compliance with industry regulations, and minimizing potential liabilities.
Vice President of Customer Operations
RDI Corporation
Cincinnati, OH
12.2014 - 12.2018
- Established customer service roadmaps, KPI's, and client service strategy, while building out and selling BPO services for Organization
- Drove corporate social responsibility programs that created positive social impact while delivering tangible business benefits, such as enhanced brand reputation and employee morale.
- Led cross-functional teams to develop and implement customer service strategies that improved overall customer satisfaction by 20%.
- Oversaw implementation of new CRM system, resulting in 15% increase in efficiency in resolving customer inquiries and complaints
- Built out customer experience training program for Team, resulting in 10% increase in first call resolution.
- Developed and maintained key performance indicators to track and analyze customer service metrics, leading to 25% reduction in average response time.
Senior Vice President of Customer Service and Financial Sales
US Bank
Cincinnati, OH
07.2006 - 12.2014
- Led team of 350 customer service representatives, providing coaching and guidance to drive 15% increase in customer satisfaction scores within first year of tenure.
- Enhanced onboarding process 25% and reduced YOY employee attrition 20% as owner of key projects focused on employee engagement.
- Implemented innovative sales and customer experience strategies that resulted in year over year growth in performance results, exceeding company targets every year by over 50-75%.
Education
Bachelor of Science - Business Administration
Bowling Green State University
Bowling Green, OH 08.1998 - 05.2003
Skills
Contact Center Operations & Strategy
Process Improvement
Data Analysis
Staffing Plans/Models
Sales Leadership
Employee Engagement
Client Services
Strategic Roadmaps & Planning
Vendor Management
P&L Management
Standard Operating Procedures
Performance Management
Project Management
Customer Service Leadership
Leadership Development
Forecasting Analysis
Websites
Timeline
Vice President of Call Center Operations
Eversana
09.2023 - Current
Senior Vice President of National Customer Service Operations
Sedgwick
08.2020 - 09.2023
Chief Operating Officer
Chard Snyder
01.2019 - 08.2020
Vice President of Customer Operations
RDI Corporation
12.2014 - 12.2018
Senior Vice President of Customer Service and Financial Sales
US Bank
07.2006 - 12.2014
Bachelor of Science - Business Administration
Bowling Green State University
08.1998 - 05.2003