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Richard E.

Trayner II
12267 Hindmarsh Circle Jacksonville, Fl 32225 Home (904) 234-4004 Email rtray2@gmail.com
Executive Industry Experience

LinkedIn Profile : http://www.linkedin.com/pub/richard-trayner/23/939/542


2009 Present Richard Trayner Consulting Jacksonville, FL Amerigroup -Managed project groups for both desktop/telecom and related vendors (Pega, Avaya, Verint) in full scale implementation of desktop solution for contact center agents in three sites which exceeded all expectations transforming the customer and agent experience. Built strategic plan to execute on customer inquiries to increase profitability and allow time for agents to upsale products. Built and ran PMO for Program establishing automated project portals for all teams to communicate and post information Designed scorecard and measures processes for Project Communication Implemented designated process list on time Realization of 30 plus second reduction in AHT coupled with other positive impacts to KPIs that resulted in operation cost savings Increased process efficiencies through due diligence and solution design Project on target for realization of ROI based on reduction in headcount growth plan

2004 - 2009 Accenture Jacksonville, FL Executive Manager, Call Center Transformation, CRM Division Ran full scale business transformation teams responsible for all aspects of program management of projects with Fortune 500 companies. Managed and sold a variety of projects ranging from 2 million to 75 million dollars in revenue focused on Contact Center Transformation inclusive of outsourcing initiatives. Below is a sample listing of projects: Pacific Gas & Electric (PG&E) Verizon Online Provide roadmap to single Transformation of contact center operational Tech Support organization that provides models inclusive of new measurement world-class technical support and reduces process resulting in over 5 million in savings operations expenses by 25% or more. Project to the company. output was successful and Verizon yielded more than originally forecasted upon plan execution Outsource Vendor Migration/Consolidation Stanford Medical School Built plan to Built program plan for offshore migration transform customer response from the current and onshore consolidation and execution for state to a state of higher overall customer the outsourced vendors. Coordinated onshore satisfaction enabling better use of current vendor ramp downs in accordance with all technology. A technology and customer governance guidelines and with the least experience roadmap delivered to client that public impact to the client. won accolades by the medical community for design and efficiencies. Verizon Online DSL Retention Sprint/Nextel - Assess key benefit drivers and Effectiveness Program: The efforts of the gaps, conduct root-cause analysis, build team were directly responsible for decreasing solutions and set strategy for benefits the DSL disconnection rate by 8% over the realization for their offshore vendor programs established baseline. that were in place for NPA/NXX portability. Accenture Training: Student taking Accentures Value Consulting for Executives Facilitator for Accentures Core Analyst School Facilitator for Accentures Core Consultant School

2004 2007 2008

St. Charles, Illinois St. Charles, Illinois St. Charles, Illinois

2003 Reliance Infocom Mumbai, India Head of Operations, Call Center Vice President Managed multi-national Contact Center team focused on sales and service of cellular and broadband services for India. Built out programs for Contact Center staff involving inbound and outbound call campaigns for cellular and broadband service across India which exceeded initial goals by upwards of 500% in first quarter of operations. Contracted to help build the Call Center for Member of launch team for the COPC Reliance Infocom in India serving the CDMA initiative formally announced in August 2003 wireless customers, broadband customers, as to set operational standards of excellence in well as wireline, for this newly launched service delivery. division. . Member of the IVR team to streamline the call Launched the corporate Coaching and flow patterns to handle 10 regional languages Development initiative to lay out a game plan in addition to the two standard languages of associated with providing employees with a Hindi and English. career path in the Call Center industry. Assist in building plans associated wth Facilitated the Pre Paid launch for the Reliances long-term aspirations to provide wireless products, which included the design BPO services for companies in the United of the IVR and the structure of pricing plans States and abroad. for the markets. 1996-2003 T-Mobile Jacksonville, FL General Manager, Call Center Operations Started the Powertel Inbound/Outbound Contact Center with 12 agents in 1996 and grew to over 500. Our focus was the service and up sell of cellular subscriptions. Managed contact center integration and program review/modification through the 4 company merger (Voicestream, Aerial, Omnipoint, and Powertel). Yankee Group Excellence Award for Customer Service 1998 Operations Management Team which met or exceeded all KPI objectives for 4 years in a row. Focus on Sales: Lead architect in building sales platforms and incentive planning for multiple centers. Successfully built sales culture into the inbound channels that rivaled outbound efforts increasing sales dramatically. Implementation/Process/Project Team built and managed group focused on internal processes that affected the customers and employees to ensure a positive experience for these vital parts of our business. 2002 Peak Award Winner (T-Mobile) for individual performance excellence. Winner of the Gran Prix Award - Call Center excellence 2000 & 2001 Regional (3 sites) General Manager (Jacksonville, Nashville, and Salem) during transition from Powertel to VoiceStream to TMobile. Responsible for operations and all aspects of Call Center operations, including total budget of 85 million for the three centers

Sen Delaney Seminars Facilitator selected from executive group to execute cultural development seminar, geared at crossfunctional relationships across the enterprise 2003 T-Mobilizer Winner (T-Mobile) which was the highest honor at company for excellence in performance.

1993-1996 Alltel Mobile Gainesville, FL Customer Service Held multiple customer service jobs focused on management of cellular call center agents.