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R I C H AR D A.

R I P O L I
Deer Park, IL 60010 ~ 847-830-2174
rripoli13@gmail.com ~ https://www.linkedin.com/in/rickripoli

C U S T O M E R S E R V I C E / O P E R AT I O N S C E N T E R E X E C U T I V E
Creative, solution-oriented and innovative executive with extensive operations, human resources,
financial, and customer experience management in large organizations. Adept at developing, growing,
transforming and managing high-volume service centers and units into high performing teams through
strong leadership and effective communication. Track record of improving performance metrics,
leveraging technology and establishing best work practices which optimizes people, processes, quality,
contains costs to meet corporate objectives and delivers superior customer service. Persuasive
negotiator and articulate communicator.
Areas of Expertise:

Strategic Planning
Staff Development
Customer Experience
Change Management

Budget Management
Program Development
Workforce Optimization
Operations Management

Team Development
Motivational Leadership
Continuous Improvement
Performance Management

Rick demonstrates a high level of initiative, is a self-starter and effectively demonstrates innovative approaches
to delivering objectives on time and within budget. He is an effective and positive communicator and excels in
developing an organizational culture that fosters teamwork. Rick displays the highest level of integrity, fairness
and strong moral character.
Ann Gavin, Director, US Customer Care, Avon

S E L E C T E D C AR E E R H I G H L I G H T S
Directed sale of customer care center with minimum annual savings of $4M, offering a compassionate
alternative for Associates of facility.
Negotiated 5-year vendor contract extension at reduced rates, saving over $550K per year (additional 5%
per transaction) during 2009 and 2010 calendar years.
Improved Employee Engagement and Satisfaction scores more than 70% vs. initial Branch benchmarks;
reduced attrition rate at both sites to less than 3%.
Improved operational efficiency and reduced total budgetary expense between 9-12% annually, while
achieving high levels of employee engagement and customer satisfaction, 2001-2006.
Launched the Client Technology Service Center after securing senior executive buy-in. Established endto-end strategy and created the operational plan to support the Client's hosted solutions.

P R O F E S S I O N AL E X P E R I E N C E
U.S. CELLULAR CORPORATION, Chicago, IL

2011 Present

Senior Strategy Manager, Multi-Channel Service Org., 2014 Present

Senior level strategy consultant to the Customer Service Channel Vice President charged with translating
corporate vision and business direction, driving strategies, solutions and capabilities into planning and
execution that ensures the long range strategic forecast is met.

Provides thought leadership to the organizations leaders around emerging trends and competitive landscape.

Manages and cultivates cross channel relationships to enable collaboration.


Strategic Initiatives Manager, Customer Service Operations, 2011 2014
rd

Directed initiative to sell and rebadge the Bolingbrook Customer Care Center to 3 party vendor, including
coordinating the sale of facility assets, senior executive communication and stakeholdering, reassignment of
lease, and transfer of USCC Associates to vendor, offering a compassionate alternative for team members
and operational efficiency through consolidation, with minimum annual savings of $4M.

Led the Dynamic Data Management enterprise project and integration into the 5 USCC Care Centers,
including Customer data usage education, strategy, and ongoing communication alerts, providing data
consumption updates, implemented technology solutions to automatically limit data usage after plan
allotment is exceeded, saving $23M from July-December 2012, and over $44M annually.

Project lead for integration of new Customer price plans and tiered data program into Care Centers.
Created, coordinated and delivered Associate communications and training, process and policy changes,
and new Associate web based tools to support launch of Belief Plans Evolved.

RICHARD A. RIPOLI PAGE TWO

P R O F E S S I O N AL E X P E R I E N C E Continued
AVON PRODUCTS, INC., Morton Grove, IL

2001 2011

Vendor Manager, US Customer Care, 2006 2011

Evaluated and selected vendors (proposal thru implementation) for off-shore operations; saving $20M+
annually. Outsourcing program improved service center accessibility for Customers by 95% during peak
th
sales period (4 quarter) and 45% during non-peak periods.

Designed the hiring process, including creating the off-shore agent selection profile to align with companys
core values and expectations.

Achieved Customer Satisfaction scores that met or exceeded U.S. benchmarks by implementing quality
assurance and accent neutralization programs. Averaged 86% customer satisfaction and 89% agent scores.

Managed off-shore operations (Philippines, India, Mexico, Columbia) with accountability for a $10-15M annual
operating budget, and a team of 800-1000 associates at five (5) vendor locations. Maintained full responsibility
for processes/systems that drove 550K to 725K monthly contacts, ensuring attainment of key performance
metrics, high quality standards, contract compliance and the flawless execution of company objectives.
Multi-Site Branch Manager, Customer Care, 2001 2006

Top Performing Branch Operations met/exceeded service level and quality assurance goals 37 consecutive
months in Morton Grove and 22 straight months in Pasadena.

Integrated five (5) service centers, enabling volume and resource sharing, economies of scale efficiencies,
and disaster recovery options, through new technology solutions and synchronized process optimization
that facilitated a virtual call center environment. Team earned Avons Presidents Award.

Provided customer feedback to sales management regarding new product introductions, sales programs
and marketing initiatives that facilitated process and program adjustments and enhanced deliverables for
future product releases.
Director, Client Technology Service Center, BLUEMETEOR, INC., Chicago, IL

2000 2001

Designed center technology platform. Selected, purchased and implemented solution, including Oracle
CRM application, reporting tools, telephony, hardware, and ancillary software. Expanded technology to
provide customers with self-service support via customized web portals.
Identified key performance indicator metrics and created reporting dashboard for senior management.
Participated in the full life cycle sales process to drive business growth, adding 6 new clients. Collaborated
with Sales and Legal teams in sales presentations, creating client contracts, service level agreements, and
client retention programs.
Introduced client maintenance process, reporting package, satisfaction surveys, managed client relations.
Designed organizational structure; created job descriptions and salary structure; implemented processes for
employee performance management and development.
Designed and facilitated start-up training programs. Created Career Dimensions program for continued
employee education and development. Achieved centers 60 day go live deadline.

E D U C AT I O N AN D AF F I L I AT I O N S
BS, Marketing, Elmhurst College, Elmhurst, IL
Certified Strategic Leader, Call Center Institute Advisory Committee (CIAC)

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