Professional Documents
Culture Documents
Replogle
417/848-1730 * 8940 South Darlington Avenue Tulsa, OK 74137 * mr607b58@we
stpost.net
Executive Vice President who has successfully driven call center performance and
productivity for more than 20 years as a cost-containment and customer service
strategist in such companies as JP Morgan Chase, USAA and Metris Companies. Un
iquely talented in identifying strategic growth opportunities, negotiating partn
erships, and executing corporate-based initiatives that lead to shareholder valu
e and profits and satisfied staff within financial services, BPO and retail call
center and collections operations.
AREAS OF EXPERTISE
Workforce Management Performance Management Financial Management
Training & Development Staffing & Recruitment Employee Relations
Start-up & Turnaround Post-M&A Integration Budget Optimization
PROFESSIONAL EXPERIENCE
PRC, LLC, Colorado Springs, CO 2009 - 2010
Vice President - BPO Operations
* Oversaw multi-site sales and inbound operations including +1,000 employees sup
porting largest corporate client
* Managed $40MM P&L, along with MIS data gathering, analysis and application
* Managed resources, staff development, scheduling, salaries, and ensured SOP-co
mpliant disciplinary processes and procedures
SELECT ACCOMPLISHMENTS
* Led organization to beat top competitor for 3 consecutive months after 1st 30
days with company
* Increased enterprise schedule adherence from 60% to 81% and attendance from 65
% to 80% within 1st 90 days
* Increased Billing Utilization from 85% to 91%
JP Morgan Chase Card Services, Springfield, MO 2006 - 2009
Vice President/Center Manager
* Maintained as Senior VP of Springfield Regional Operations site direct reporti
ng responsibility for +1,600 employees, overseeing daily operations, budget, ser
vice administration and strategic planning for $60 million customer service cent
er
* Oversaw management, coordination and maintenance of major credit card operatio
ns segment including sales, service, enhanced services, loyalty services and we
b support
* Assisted in the formulation, recommendation and implementation of operations p
olicies, directing the assessment and establishment of new and revised systems,
procedures, methods and forms
* Directed cross-site function project leadership throughout multi-site enterpri
se
* Ensured optimum HR relations through performance management, career planning &
development, personnel policy compliance and site communication, and participat
ed in appraisals, promotions, salary recommendations, and terminations
* Coached and developed management team in their staff development, MIS analysis
and application, call center management, scheduling, resource management, salar
y planning and administration, and disciplinary processes
* Promoted Center-wide quality customer service for the approximately 1.3MM call
s/month by troubleshooting complicated and non-routine activities and partnering
to drive performance and achieve productivity, quality, and cost objectives
SELECT ACCOMPLISHMENTS
* Increased annualized retention from 53% to 72%, creating savings of $2MM annua
lly in hiring and talent acquisition costs
* Introduced unprecedented sourcing strategy that increased hiring fill rate fro
m 73% in 2007 to 96 / 99% for 2008 / 2009 respectively through a deep dive model
that analyzed attrition, sourcing strategies and recruiting methodologies
* Led the only card division site to add FTE and lines of business in 2008 and 2
009
* Developed Chase Community Outreach Model corporate citizenship program, increa
sing employee community involvement from 1,700 to 13,297 hours in 1 year, ultima
tely leading to "Best Company & Best Call Center" to work for recognition
* Serviced and managed United Airlines relationship, Card Services largest and m
ost profitable partner, while also supporting Disney, AARP, Amazon.com, and appr
oximately 800 other partners
* Named President Elect for the Foundation of Springfield Public Schools mid-fir
st term
* Requested to give United Way 2009 annual meeting Key Note speech, as well as s
erve 2nd term on Board of Directors
* Named Springfield Business Journal's 2008 Employer of Choice (301+ employees)
* Recognized as Fundraising Professionals Philanthropic Corporation of the Year
2008