Bill Duff - Professional Resume

BILL DUFFOrlando, Florida | P. 407.929.6713| Email: [email protected] | LinkedIn:

www.linkedin.com/in/billduff28

EXECUTIVE MANAGEMENT | CUSTOMER EXPERIENCE OPERATIONS | QUALITY LEADERSHIPSix Sigma Black Belt - Customer Service - Call Center Management - Account Management - International Business - Information Systems - Organizational Transformation - First Contact

Resolution - Customer Effort - Voice of Customer - Call Center Excellence Customer Relationship Management - Net Promoter Program Sponsor - Information Technology - Transaction Management

Business-driven Executive Management and Customer Experience Expert, with a Bachelor of Science in Marketing, delivering outstanding returns driving change and implementing customer experience strategies resulting in bottom line and organizational excellence. Strong leader implementing operational improvements reducing costs and eliminating waste, while leading teams in transformations resulting in revenue growth, customer retention, and overall improvement in customer satisfaction. Demonstrated excellence optimizing processes and customer experience measurement systems in fast-pace business environments. A take-charge professional who builds high-performing teams both domestically and internationally, focusing on the customer experience, and leveraging technology through productivity and collaboration. Proven Business Leader that possesses creditable leadership in defining strategic vision, generating financial success, and delivering results across the entire organization.

“Bill is a strategic and visionary leader who is able to motivate those around him to drive change that will deliver business results today, while innovating for the needs

of the future”

SUCCESSES | ACCOMPLISHMENTS | RESPONSIBILITIES

Recognized as an expert in the area of customer service, call center operations and account management solutions. Keynote Speaker for a number of industry association conferences including the Argyle Journal Customer Care Leadership Forum, Net Promoter Score Conference and the Strategic Account Management Association.

Champion and implementer of Net Promoter Score (NPS), Customer Effort (CES), and First Call Resolution (FCR) to track customer experience, while sponsoring Six Sigma projects to improve the overall brand and services provided. Owning the customer loyalty program at CHEP has given me the skills to tactically and strategically recommend and deliver on new products and services to customers resulting in millions of dollars of new and existing business.

Relocated to Orlando, FL to be in charge of building CHEP's first customer portal and being responsible for the implementation and security aspects of the global application. Drove user adoption to over 100K users in under 6 months while managing an international team impacting customers in 44 countries.

Took over Customer Care Center that was desperately in trouble delivering the needed service our customer expected. Implement a highly motivated team leveraging technology, business process improvements, training and development, & reward and recognition resulting and increase of NPS from 18-62!

Received 3 Leadership awards in 3 separate functions and SQM industry recognition for world class employee engagement, best performing Contact Center, and back to back Stevie Awards for Customer Service Department of the year in the Transportation and Warehousing industry.

PROFESSIONAL EXPERIENCES | CAREER HISTORY

eXPERIENCE IMPACT, Orlando, FL |www.experienceimpact.com | 2014-Present*** eXperience Impact business consulting takes a simple and collaborative approach to identifying strategic impacts and driving improvements for your customers and your business. Designing and

implementing strategies in financial growth, customer experience, process improvement, employee engagement and technology innovation. Owner / Chief Customer Officer

Executive Advisor for Orlando, FL based firm focusing with on-going business transformation and service offerings to secure capital investments Facilitating and supporting with next generation business strategies to differentiate from competition leveraging market and customer feedback.

Coaching best practices and launching implementations of a successful NPS program. Aligning commercial focus on customer experience and delivering the insights through the business model to evoke action.

ORLANDO UTILITIES COMMISSION, Orlando, FL | www.ouc.com | 2016*** OUC – The Reliable One! is an industry leader as the second largest municipal utility in Florida. For the past 20 years it has maintained the best reliability in the State of Florida and one of the best in the nation.Director, Customer Service

Responsible for providing oversight, strategic direction, and innovation of new customer solutions that align with OUC’s Values and Strategic Initiatives to anticipate customer needs and continuously improve OUC’s customer experience.



ORLANDO UTILITIES COMMISSION, Orlando, FL | www.ouc.com | 2016 Designed and implemented plans for staff development to meet the needs of the organization

for current and future environments including Oracle Customer Care & Billing implementation.

Organized strategic framework for residential call center operations of 100 team members with critical business processes, operational key performance metrics and issue resolution priorities. Empowered front line employees with continuous improvement project to standardize customer contact documentation in PeopleSoft CRM resulting in 20% reduction in call handle time.

Developed interpersonal relationships with personnel from other areas and achieved a working knowledge of their business units in relation to customer service delivery, processes, and operations. Forecasted and executed new workforce management staffing plans to shift target average speed to answer service levels from 65% to 85% under 30 seconds.

CHEP (A Brambles company), Orlando, FL | https://solutions.chep.com | 1995-2014 *** CHEP, the global leader in pallet and plastic container pooling services with revenues of $4B from an international network of 100,000+ customers in 45 countries. Vice President, Customer Operations, (2010-2014)

Responsible for Customer Operations, Voice of Customer priorities, Net Promoter Score Management, Call Center Operations, and Account Management Solutions and Enhanced Services for entire customer base. Executed centralized organizational re-design of 100 employees for optimal efficiencies and account management resulting in World Class performance (2012 & 2013 SQM & Stevie Awards).

Delivered $2.5M multi-channel customer experience by leveraging the leading edge technologies in CRM, Voice, Web, & Knowledge Management. Designed, Implemented, & Executive Sponsored Customer Effort & FCR measurement strategy to foster collaboration between functions resulting in 28 Six Sigma continuous improvement initiatives.

Implemented organizational closed loop process from Net Promoter Score (NPS) delivering an improvement of the transactional score from 18 to 62.

Achieved 97% issue resolution reduction resulting the execution of timely customer payment terms. Achieved 65% improvement in Customer Call Center outbound touches resulting in proactive communication with customer priority escalation team. Championed Talent Management & Employee Engagement for 154 team members delivering an employee engagement score of 92%.

Director, Voice of Customer & Quality, (2008-2010) Successfully designed & launched CHEP first Net Promoter Score program measuring CHEP’s

customer loyalty with a customer base of over 20,000 active customers. Designed and managed re-design efforts of CHEP’s front line employees with the right knowledge, collaborative tools, and technology solutions for first call resolution of 91%.

Strategically chosen to lead CHEP’s USA Initiative on a key Customer Loyalty driver of Issue Resolution to empower employees and remove complexities to delight CHEP’s customers with quicker resolution for 285 customer experience touch points.

Proactive Issue Prevention strategy was introduced and implemented in CHEP’s CRM application Siebel which included 15 Intelligence Monitors, Real Time Customer Routing Cisco Phone Integration, & 110 Automated Smart Script Issue Resolution Tracking.

Developed CHEP’s first Customer Experience Journey cross functional roadmap comprising of all 14 critical components of success utilizing People, Processes, and Technology. Sponsored 5 - Six-Sigma Customer facing continuous improvement initiatives which optimized customer on-boarding, first time resolution rates, enhanced field support, 3PL utilization, and inventory reconciliation.

National Director, Customer Service, (2006-2008) Developed the vision, strategy, and implementation plan of a new Second Level Account

Management organization of 30 team members to streamline problem resolution and pro-active account management. Successfully re-designed and re-organized changes of TeleService resulting in an internal/external marketing campaign which has produced Above Target Results and increased call volume by 450%.

Established and managed 3 out of 4 territories leading the Nation in KPI performance in FY06. Developed & promoted 15 team members to leading positions outside of the Customer Service function into Operations and Sales. Delivered & rebuilt Customer Service reputation with one of CHEP’s largest customers resulting in new 4 year multi-million dollar contract.



CHEP (A Brambles company), Orlando, FL | https://solutions.chep.com | Cont. Global Director, Information Systems, Orlando, FL, (2002-2006)

Served as the functional IS leader to implement Siebel (CRM) and eBusiness strategies streamlining global business processes, providing a higher level of financial and operational visibility, and reducing IS operating costs by centralizing all systems across North America, Europe and Asia Pacific.

Drove continuous improvements to the CHEP customer web solution with 72,000+ users. Reduced manual customer transaction reporting by 58% in one year by converting 7,000+ companies to eBusiness solutions, resulting in a decrease in expenses of $6MM. Reduced resources and expenses, contributing to a $15MM annualized savings.

eBusiness Manager, Information Systems, Orlando, FL, (1998-2002) Established an eBusiness department and directed a $6MM capital project delivering, in nine

months, the first web based customer solution, within budget and meeting the needs of a global customer base. Responsible for Security & Implementation roll out.

Reduced overhead expenses by 50% within the CHEP USA Transaction Management department in one year through conversion of manual customers to automated solutions. Led corporate eBusiness strategy to standardize customer solutions and centralize application development, resulting in an 86% decrease in legacy usage and a single customer systems development team.

Systems Rep, Information Systems, Parsippany, NJ, (1996-1998)

Managed daily tasks with systems and the development and launch of the first Chep.com web site and EDI Guidelines web site delivering against objectives of marketing and eBusiness strategies. Charged with establishing the first Customer eBusiness/eCommerce function at CHEP headquarters.

Account Representative, Customer Service, Mt. Laurel, NJ, (1995-1996) Responsible for 600 accounts and maintained a routine call frequency. Involved in process

improvement initiatives to ensure customer satisfaction.

EDUCATION | PROFESSIONAL TRAINING | AWARDS

Bachelor of Science in Marketing, 1995, LaSalle University, Philadelphia, PA

Center for Executive Development, INSEAD School of Business, Fontainebleau, France 2010 & 2011 | Center Creative Leadership (CCL), 2010 | Satmetrix Customer Loyalty (Net Promoter Score), 2009 |

Karrass Effective Negotiation, 2007 | Miller Heiman Conceptual Selling & Strategic Selling, 2006-2007 | Managing in a Matrix Organization, 2005 | ASQ - SIX SIGMA BLACK BELT, 2004 | Leadership

Development Program, Eckerd College 2002

Spinnaker Award Recipient – CHEP Information Systems, March 2001 | Circle of Excellence Leadership Award – CHEP USA CEO, 2004, 2006, 2007 | Executive Council – Satmetrix Executive Council, 2011,2012,2013,2014 | Keynote Speaker – Strategic Account Management Association,

Customer Insights into Action, 2012 & 2013 | Keynote Speaker – Net Promoter Score Conference, “Embed Customer Centricity into your DNA”, 2014 | Keynote Speaker – Argyle Journal Customer

Care Forum, 2014

*** To learn a bit more about my leadership and customer experience philosophy please read this Executive Spotlight with Argyle Journal where I presented as a Keynote Speaker on what is

takes to deliver the ultimate service and experience: http://www.argylejournal.com/customer-care/leveraging-customer-satisfaction-for-success/

Connect with me on LinkedIn: www.linkedin.com/in/billduff28

*** Outstanding references upon request

Documents

Bill Duff - Professional Resume