Joel L. Meeker 904-962-3369 jm9f6c3c@westpost.

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Program Management ~ Consulting ~ Business Process Reengineering
PROFILE
Hand on leader with over 15 years of experience building, growing,
transforming and optimizing business process and performance through
expertise in understanding the client value model and goals along with
internal performance and improvements required to meet and exceed customer
and client expectations. A rare breed leader who has competencies and
knowledge base in the core components of people, process and technology to
design solutions, lead projects, engage people, develop talent, improve
performance, and implement automation. A high energy leader with
experience in solution design, sales, start-ups, ongoing operations, large
scale implementations, change programs, client relationships, contracts and
financial management.
AREAS OF EXPERTISE
|Service Delivery |Operations Management |Program / Project
|
|Design/Solutions | |Management
|
|Technology Enablement |Business Intelligence / |Client / Account
|
| |Metrics |Management
|
|Business Process |Change Management |People Leadership /
|
|Improvement | |Engagement
|
PROFESSIONAL EXPERIENCE
Insite Managed Solutions - Fort Myers, FL 2010
Shared Services, Contact Center consulting firm focused on identifying and
implementing operational performance and process improvements.
Senior Consultant - Program Leader
. Lead overall program and provide knowledge and experience in implementing
process and performance improvement plans for leading outsourced contact
management firm.
. Provide hands on leadership and support in leading project including
balanced scorecard design, workforce management optimization, management
development and training, quality monitoring process, front line coaching
improvement and recruitment and selection assessment.
Ceridian - Minneapolis, MN 2009 - 2010
A global Business Services company providing human resources, payroll and
IT solutions.
Global Program Leader - Integration Project
. Conducted SWOT analysis, VOC review, sales won-loss data and developed
comprehensive strategic plan to integrate separate divisions into one
common operating model for business development, product development,
implementation, service delivery and ongoing account management.
. Led development and collaboration across multiple organizations and
centers that created a list of over 200 improvement opportunities and
 partnered with functional leaders to gain consensus and build into 2010
plan for budget and people forecasts and changes. Created new service
delivery model design and standard technology and tool requirements.
. Created new organizational model and roles creating global process
leaders for key functions and role standards and job descriptions for
core delivery and client management roles.
CONVERGYS - Jacksonville, FL 1998 - 2008
A global Business Process Outsourcing (BPO) and Human Resource Outsourcing
(HRO) leader providing services and technology solutions for Fortune 100
clients in over 70 countries.
Senior Leader HR Global Operations Support & Standards 2007 - 2008
. Led global expansion, operational readiness and improvements in new
European and Asian contact centers.
. Supported Global Operations Center(s) driving improvement in service
levels, service delivery, compliance, leading process improvements and
Six Sigma teams improving KPI results 6% and reducing penalties by $1M.
. Developed and managed organizational and individual performance
dashboards, scorecards and enterprise alignment initiatives with focus on
new business analytics, business intelligence and predictive modeling
techniques.
. Increased utilization of data and analytics in global operations
resulting in more than $5 million cost savings through increased use of
automation, off-shoring, service delivery efficiencies, and recognition
programs.
. Developed and implemented standard operational processes, service level
agreements, training and tools across twelve global locations in US,
Canada, India, Hungary, Spain, China, and Malaysia.
Senior Leader HR Global Operations Client Management 2002 - 2007
. Sold, contracted, and operated business process service and IT solution
agreements to Fortune 500 corporations including AT&T, Avaya, Boston
Scientific, Fifth Third Bank, GE, Guidant, Honeywell, Lucent, Textron,
Whirlpool, & Xcel Energy maintaining and growing base revenues of $50M.
Architected and implemented early design of integrated shared services
delivery model.
. Led a multifunctional operations team of more than 500 associates with
95% critical SLA attainment.
. Led new technology implementations and project teams supporting
transformation projects with SAP, Peoplesoft/Oracle, Siebel, Plateau, WEB
and IVR Self Service solutions with an initial adoption rate of nearly
80%.
. Led and managed service delivery and account management for client
portfolio creating and executing strategic and tactical plans in support
of internal performance improvement, customer satisfaction and client
satisfaction. P&L of $40M.
. Managed senior client relationships, issue management and key contract
and compliance change management.
Senior Director Business Development 1998 - 2002
. Managed Accounts/Programs and Sales for BPO Division growing accounts
100% over 3 year period. Win ratio of 70% utilizing Solutions Selling and
consultative selling techniques.
. Developed strategic plans and service delivery priorities providing
consultative services to clients.
. Developed product and strategic acquisition plans including expansion of
capabilities into Payroll Processing, Learning and Global expansion into
EMEA and APAC regions thrusting Convergys as a global leader in HRO.
AMERICAN TRANSTECH - Jacksonville, FL 1994 - 1998
A wholly owned subsidiary of AT&T responsible for customer care and BPO
programs.
Director Operations
. Managed service delivery, P&L and client relationships for six client
programs and team of 200.
. Created strategic account plans expanding capabilities and technical
solutions including strategic design of leading edge integrated BPO
delivery models providing consultative services to clients.
. Provided technical support and management for global customer service
centers.
AT&T Federal Systems - Vienna, VA 1988 - 1994
A division of AT&T responsible for marketing and providing an integrated
set of telecommunications, data and video services to the Federal
government.
Senior Manager Customer Service Center 1992 - 1994
. Managed call center and billing center for Federal System program
supporting $400M annual revenues using data and analytics to improve
customer satisfaction by 72%.
. Redesigned overall delivery model creating stronger accountability and
ownership while reducing cycle time by 50% and improving customer
satisfaction.

Senior Manager Network Engineering Center 1988 - 1992

. Created first of kind hybrid technical engineering center and support
tools.
. Led engineering provisioning, sourcing and execution of world's largest
private integrated voice/data network.

EDUCATION
Applied Behavioral Science - National Louis University
AAS, Business Administration - Northern Virginia Community College
Executive & Corporate Training including Leadership, Presentation, Finance,
Quality Improvement, Communications, Diversity, Ethics, Solution Selling
and Six Sigma Black Belt