Nicolaus V.

Arriaga

Nicolaus V. Arriaga
3388 Trefethen Ct. Rancho Cordova Ca. 95670
Cell: 916-505-0238 Home: 916-706-3254
Email: nicolaus.arriaga@yahoo.com

Profile
I am a self-motivated, results-driven professional with more than 20 years of extensive experience in a variety of call center, customer
service, and operations leadership roles. A proven effective leader with demonstrated skill in gaining the cooperation and trust of
leadership, peers, clients, and employees with excellent performance in a fast-paced, high-pressure environment, with an emphasis on
detail while maintaining the big picture perspective.
Core Professional Strengths
Project Management Team Building Staff Training & Development Quality Assurance Customer Care Effective Communication
Employee Motivation Conflict Resolution People Care Employee Retention Policies & Procedures Recruiting

Personal Experience
McKesson Medical-Surgical - Rancho Cordova, Ca 2008 to Current
Project Manager
August 2014 Present
I regularly manage or participate in as many as 7 projects simultaneously, across our entire customer service organization, which includes
15 locations and over 400 employees. My primary responsibilities entail moving both small and large-scale projects through the entire
project management life cycle including initiation, planning, execution and closure. Additionally, I also act as a liaison between customer
service and our corporate I.T. department, coordinating large scale program updates and implementations, such as our recent transition
from MS Office 2011 to Office 365. My project success so far includes:
Lead project coordinator for the implementation of a customer service wide CRM program from Salesforce.com.
Implementation of a new fax management program, Oracle WFR, resulting in $160,000 in annual savings when working faxes.
Ongoing Project Lead for the design, implementation, and management of our customer service incentive plan. We introduce 4
new plans annually, each with a different theme and adjust payout based on the goals for that quarter.
Implemented new program, UPS WorlShip, for the creation of call tags, moving away from manual process resulting in $80,00 in
annual savings.
Lead project to standardize processes between the customer service team and our 28 distribution centers. Including standardizing
contact methods, implementing shared email boxes, streamlining routing codes resulting in average reduction of 8 hours per week
per employee between customer service and the distribution centers personnel.
Implementation and ongoing maintenance of Verints Speech Analytics tool, including building and modifying speech categories,
producing reporting, and completing deep dive call studies using the speech tool.

Customer Service Manager 1

July 2008 July 2014
Successfully managing customer service center of 26 people, including 16 primary customer service reps and 4 specialty teams (referred to
internally as E-Com, Platinum, Projects & Setups). My center is responsible for taking inbound calls from customers and sales reps
requesting to order, research and the return of medical, pharmaceutical and surgical products. I ensure the smooth operation of all day to
day activity. I also act as the primary recruiter for our center including all aspects of recruiting, from posting the role through the
completion of all paperwork on new hire's first day. Some key successes, include:
Project lead creating a comprehensive employee recognition program that was rolled out across all of customer service and is
used to ensure all staff is regularly and consistently recognized for their performance.
Conceived, created and implemented Share Email Inboxes (Via Outlook) and an Electronic Communications Team (E-Com) for our
center, which were then rolled out to all 5 customer service centers. This gave leadership and the team visibility to the total
number of emails worked. I also created and implemented a total contacts report that tracked on a weekly and monthly basis the
total emails, calls, and faxes each CSR worked.
Project lead managing a complete redesign and overhaul of the customer service Incentive plan.
Updated and implemented a comprehensive training program using both the redesign of existing materials and the creation of
new material as well as handled all first-day orientations and new hire training for our staff.

Pick-N-Pull Auto Dismantlers - Sacramento, Ca 2006 to 2008

Call Center Manager Cash for Junk Cars
April 2006 April 2008
Skillfully managed 4 Supervisors, 2 leads and 40+ employees ensuring the success and continued growth of the call center while
maintaining focus and achieving all vehicles purchasing and budgetary goals. In addition to managing the goals, objectives, people, and
environment of the call center, I managed several key projects, end to end, that related to the call center or to the vehicle purchasing
divisions as a whole. My other key responsibilities included all recruiting, hiring, training and orientation for the call center as well as,
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regular monthly, quarterly, annual reviews for the entire team. I also ran regular weekly team meetings and monthly town halls. I also
created and delivered a monthly presentation on the success of the call center to senior leadership. Some key successes:
I and my team achieved a 40% increase in vehicles purchased and an average annual revenue increase of $4.4 million dollars.
Reduced the overall monthly abandoned calls rate from 35% to 13% through the implementation of call center reporting,
employee standards of performance and a rebuild of the customer selection tree on the phone system.
I created and implemented all call center metrics and reporting
I created and implemented call center agent SOPs (Standards of Performance) with an associated comprehensive bonus plan.
I successfully conceived, headed and implemented a project to create a website for our team that allows consumers to obtain
quotes for and sell us their car via the internet.

Blue Shield of Ca - El Dorado Hills, CA 2004 to 2005

Operations Supervisor IFP Installation & Membership
October 2004 June 2005
Supervised 33+ employees ensuring that the day to day activities within the team was successfully achieved, including monitoring of the
workload and maximizing the utilization of resources to meet quality and production metrics. I also managed all the hiring of new
employees and the coaching, counseling and developing of each team member. I was responsible for the creation of the teams goals and
objectives and the delivery of quarterly and monthly reviews. Monitored and maintained the monthly and quarterly budget goals including
assisting the business unit in finding and implementing cost-saving ideas. My team also included a small call center of six people who made
and received calls from clients in regard to incomplete and unreadable applications. Some key accomplishments included:

H&R Block - Sacramento, CA 2003 to 2004

Assistant District Manager Sacramento District 1
December 2003 Oct 2004
Responsible for assisting the district manager in successfully running Sacramento district consisting of 13 offices and office managers and
over 250 employees. Key duties included helping the district to obtain an increase in returns and profits, implementing and ensuring
compliance with company policy and procedure, supervising (directly or indirectly) all associates in the district, establishing and
maintaining tax offices, properly handling any and all client complaints and concerns in a timely manner and regularly visiting and
evaluating tax offices. I also acted as the local marketing lead for the Sacramento Region as well as helped to interview, hire and develop
local call centers for tax class enrollment.

Electronic Data Systems (EDS) - Rancho Cordova, CA 1998 to 2003

Call Center / Operations Supervisor
January 1998 December 2003
I performed as a supervisor on 3 separate accounts over a 6 year period all including the supervising of staff in either a call center or
operations processing role. I supervised as many as 35 people ensuring all day to day, weekly, monthly and annual goals for both the team
and organization were achieved. I was responsible for interviewing, hiring and training of all new employees as well as ensuring each
employee adhered to the teams standards of performance objectives, attendance guidelines, and all company policies. I was also
responsible for managing and delivering performance improvement plans for those employees who did not achieve the outlined standards.
I also managed several high-profile projects end to end on a regular basis ensuring the growth and success of each of the units I lead.

Education, Professional Training & Additional Skills

Education
Diploma: Calvary Christian High School - Sacramento, Ca - General Education 1994-1997
Undergraduate Degree: Arizona State University - Tempe, Az Duel Bachelors - B.S. in Political Science, B.A. Organizational Leadership
Certification: Lean Six-Sigma Greenbelt - April 1st, 2017

Employer-Provided Training
Front Line Manager - Targeted Selection Front Line Manager - Situational Leadership 2 Front Line Manager - Leadership Matters
Leading Diversity and Inclusion Maximizing Performance Prescription for Success Protecting Employees and Employers Through
Observation and Reporting Professional Development - Project Management Professional Development - Time Management
Frontline Leadership Series Crestcom International Leadership Training Classes (Series of 9) Negotiations Skills Growth for Leaders
Seminar Fundamentals of Behavioral Interviewing Workplace Harassment for Individual Performers Effective Business Writing
Compensation Awareness for Leaders Basic Business Acumen Integrated Quality Management Systems Navigation and Overview Unix
Basic Commands Supporting MS Windows NT 4.0 Core Technologies Fundamentals of Solaris 8 Getting Started with StarOffice 5.2

Additional Skills
Advanced knowledge of MS Office Suite (Word, Excel, PowerPoint, and Outlook) MS Internet Explorer Vantive and Peregrine Ticketing
system Sun StarOffice 5.2 and Sun StarOffice 6.0 Working knowledge in the use of: Adobe Acrobat CorelDraw Windows NT
Workstation Windows 2000. Advanced knowledge of Symposium Express and Graphical Real-Time Display Skilled in the use of Cisco
Call Center phone system, Cisco CIM email management tool, Call Center Reporting and Analysis Salesfoce CRM Verint
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