Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Affiliations
Timeline
CustomerServiceRepresentative

Stephen Busbice

North Richland Hills,TX

Summary

Proven leader in enhancing operational efficiency and service delivery at Heidelberg Materials, Inc, leveraging skills in data analytics and staff development. Spearheaded innovative process optimizations, achieving significant improvements in union compliance and operational transparency. Excelled in fostering team collaboration and driving data-driven decisions, resulting in streamlined operations and increased efficiency.

Overview

23
23
years of professional experience

Work History

Employee Services Manager III

Heidelberg Materials, Inc.
02.2009 - 05.2024
  • Managed team of 6 union compliance specialists, overseeing union-related compliance objectives, including timely and correct remittance of 300+ benefit payments to 3rd party administrators, handling in excess of $4M in monthly cashflow for health benefits, pension, training, union dues, etc.
  • Oversaw audit support function, dealing with multiple 3rd-party annual audits (20+ annually) researching potential discrepancies, providing evidence to support our data as necessary.
  • Developed strong relationships with Labor Management, ensuring long-term partnerships and successful contract execution
  • Introduced process improvements that led to faster resolution times for Labor Management issues without sacrificing quality or attention to detail.
  • Acted as liaison between Labor Management and internal teams during project execution phases guaranteeing clear communication lines were open throughout entire project lifecycles.
  • Implemented best practices in workflow management to ensure timely completion of compliance-related objectives without compromising quality or established service level agreements.
  • Analyzed performance metrics to identify areas for improvement, leading to more effective resource allocation and better overall results.
  • Championed data-driven decision-making by leveraging advanced analytics tools to generate actionable insights from available performance metrics.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established performance benchmarks for team, motivating employees to exceed expectations consistently.
  • Effectively managed vendor relations to ensure smooth remittance cycle, and efficiently resolve issues or manage expectations
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
  • Improved team collaboration with implementation of new communication tools.
  • Reduced errors in data entry, instituting rigorous quality control checks.
  • Enhanced data accuracy by meticulously validating and updating customer information in database.
  • Increased operational transparency by developing and implementing new reporting framework.
  • Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
  • Optimized operational efficiency by redesigning workflow processes.
  • Helped meet changing demands by recommending improvements to business systems or procedures.

Call Center Service Manager

Citigroup Inc
11.2001 - 01.2009
  • Managed & lead a team of 22 customer service representatives in a payroll-dedicated Customer Contact Center; Center averaged 3,500 payroll-related calls per day, & approximately 100 Canadian calls per day.
  • Coordinated and conducted payroll, leave management and taxation training.
  • Provided subject-matter expertise to staff and customers in payroll process, federal & multi-state taxation inquiries and time & attendance inquiries.
  • Conducted regular performance evaluations to identify areas of improvement and provide constructive feedback for agents'' growth.
  • Managed relationship with Corporate Payroll office in Hartford, CT concerning all payroll issues escalated to management; ensured all payroll issues were appropriately resolved.
  • Analyzed call center data and prepared reports for upper management.
  • Developed effective training documentation for both Leave Management and Payroll functions.
  • Key strategist in developing and implementing a new and innovative Service Delivery Model that streamlined core processes and reduced overall department headcount.
  • Developed multiple payroll templates, including an Excel Payroll Calculator that mimics Citigroup employee paychecks to determine how Federal and State taxes are calculated.
  • Assisted in developing strategic initiative to streamline Contact Center operations by providing critical data analysis, analyzing call trends, and making recommendations to increase efficiencies in call tracking, call routing, and call handling.
  • Developed universal employee monthly tracking scorecard for service center.
  • Employee of the Year - 2006 - Meritoriously promoted.
  • Improved overall operational efficiency by tracking relevant metrics and making data-driven decisions on resource allocation and process improvements.
  • Increased first-call resolution rates by developing effective problem-solving guidelines for agents.
  • Reduced average call handling time through continuous staff training and performance monitoring.
  • Coached call center staff through challenging customer service issues.
  • Championed initiatives focused on continuous process improvement to drive operational excellence within the call center.

Education

Bachelor of Arts - History

The University of Texas At Arlington
Arlington, TX
05.2000

Skills

  • Staff Development
  • Service Delivery
  • Technical knowledge
  • Operations Management
  • Contract Management
  • Data Analytics
  • Operational Efficiency
  • Process Optimization
  • Problem-Solving
  • Analytical Thinking
  • Regulations Compliance
  • Employee Training and Development

Accomplishments

  • Collaborated with team of 7 analysts in the development of advanced workflow process for calculating, tracking and remitting over 300+ contractual monthly union benefits to 3rd party benefit administrators - unique to the industry
  • Partnered with colleague to develop an advanced Labor Relations Team Costing Model template for labor negotiations
  • Created an in-depth Year-end Employee Services Project Plan in Teams using task-planner software, and facilitated multiple successful year-end projects
  • Successfully mentored multiple direct reports, with one being promoted to Employee Services Manager afterwards
  • Authored, developed and submitted monthly Executive Summaries to VP-HR on behalf of 2 Labor Directors
  • Veteran - United States Marine Corps (1993-1997)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Affiliations

  • United States Marine Corps

Timeline

Employee Services Manager III

Heidelberg Materials, Inc.
02.2009 - 05.2024

Call Center Service Manager

Citigroup Inc
11.2001 - 01.2009

Bachelor of Arts - History

The University of Texas At Arlington

Similar Profiles

CREATE PROFILE
Stephen Busbice