TROY S. BOWMAN
Wichita,KS
Summary
I have over 25 years Manager experience, excellent organizational, communication and leadership skills, with a proven record of collaboration with customers, team members and senior management to help strengthen client relationships and improve business practices. Decision-making Organizational skills Leadership Team management
Overview
26
26
years of professional experience
Work History
Operations Manager
Ontellus
10.2021 - Current
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Drive continuous improvement tools throughout the operation to ensure the customer’s expectations are exceeded.
- Reduce turn around time from 6 days down to 2 day
- Provide leadership for issue resolution to facilitate day to day operations.
- Analyze workforce requirements and make adjustments as necessary at the right frequency to
- Manage P&L and ensure all departments have key metrics in place and the process to achieve financial results is managed on a daily and weekly basis, in collaboration with the site Finance leader.
Service Delivery Leader
CONDUENT BUSINESS SERVICES
03.2017 - 10.2021
- Oversee service delivery of a BPO organization of approximately 200 employees located worldwide
- Responsible for P&L, business development, client relationship management and contract fulfillment.
US Operations Manager
CONDUENT BUSINESS SERVICES
05.2014 - 03.2017
- Managed an offshore team of 120 employee who perform the Order to Cash work for a US Client
- Maintain the relationship with the client, assure service levels are being met monthly
- Implemented efficiencies for the operations by installing robotic processes to reduce manual intervention and reduce the risk of errors, which resulted in a cost savings to the client of approximately $150K YoY.
Project Documentation Manager
XEROX SERVICES, INC
06.2008 - 05.2014
- Oversee and manage the scheduling and documentation of Desk Top Procedures, specializing in Accounts
- Payable / Order to Cash / General Ledgers
- Manage and provide work direction to a team of 7 off-shore documenters based in Manila
- Monitor work on a daily basis to assure work is accurate and complete
- Works closely with client to assure Desk Top Procedures are true and accurate
- Provide feedback to my team in on a daily basis, reviewing work, schedules and timelines
- Special Assignments - Work closely with the Transition Managers on projects
- Facilitate internal and customer meetings to review and update project status
- Responsible for managing on-going project documentation
- Responsible for project close-out and audits
- Develop and maintain all project deliverables and service levels
- Track, manage, and ultimately responsible for overall project delivery.
AFFILIATED COMPUTER SERVICE, XEROX SERVICES INC
05.1999 - 05.2008
Operations Manager
Cash Applications
01.1985 - 05.1987
- Oversee and manage the, department & Small to medium collection accounts within the
- Office Depot portfolio
- Manage and provide work direction to a team of 55 associates and 3 Managers
- Monitor work on a daily basis to assure Service Level Agreements are being met on a monthly basis
- Responsible for timeliness and accurate cash posting of $300 Million per month, for 195,000 active customers
- Provide weekly performance measurement feedback to the client
- Worked with training team – reviewed and approved training documents
- Oversaw the transition of the Cash Application work from Office Depot to ACS
- Assisted / facilitated with the live training of the Cash Application transition from Office Depot to ACS
- Assure that all cash is posted in a timely manner
- Audit productivity, providing constructive feedback
- Develop and delivery of additional training as needed to increase productivity and quality assurance
- Problem resolution and coordination of activities between client and company personnel
- Manage the client relationship ensuring customer satisfaction
- Special Projects
- Assisted in the development of desk procedures during SOW 2 implementation with Office Depot
- Worked directly with the Solutions team, doing due diligence in the Cash Application area of the Michelin client
- Working with the Oracle transition team, writing work-flows and testing scripts for the Oracle conversion that is due to take place in 2nd quarter 2008.
Education
NEOSHO COUNTY COMMUNITY COLLEGE
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WICHITA STATE UNIVERSITY
01.1985
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EMPORIA STATE UNIVERSITY
01.1984
Skills
- Staff Management
- Staff Training
- Process Improvement Strategies
- Workflow Planning
- Mergers and Acquisitions Knowledge
- Operation Monitoring
- Productivity Improvement
- Superb Time Management Skills
Timeline
Operations Manager
Ontellus
10.2021 - Current
Service Delivery Leader
CONDUENT BUSINESS SERVICES
03.2017 - 10.2021
US Operations Manager
CONDUENT BUSINESS SERVICES
05.2014 - 03.2017
Project Documentation Manager
XEROX SERVICES, INC
06.2008 - 05.2014
AFFILIATED COMPUTER SERVICE, XEROX SERVICES INC
05.1999 - 05.2008
Operations Manager
Cash Applications
01.1985 - 05.1987
NEOSHO COUNTY COMMUNITY COLLEGE
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WICHITA STATE UNIVERSITY
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EMPORIA STATE UNIVERSITY