R

Ron Wetzel

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Ohio, United States

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Résumé

Jobs verified_user 0% verified
  • Sedgwick
    Senior Vice President of Customer Care
    Sedgwick
    Jan 2020 - Current (6 years 9 months)
    As Senior Vice President of Customer Care, I led a 2500 Colleague Customer Care Organization, providing exceptional customer service, insurance, and clinical support. I cultivated relationships with over 50 key stakeholders, resulting in a streamlined communication process that enhanced resource allocation, improved project timelines, and contributed to a 45% increase in revenue. I spearheaded the development and successful launch of an integrated Support Services framework that encompassed training, workforce management, reporting and analytics, and quality assurance, adding over 150 colleagues to our team. My focus on operational efficiency and process optimization led to strategic initiatives that achieved a 30% reduction in operational
  • RDI Corporation
    Vice President of Customer Service
    RDI Corporation
    Jan 2014 - Jan 2020 (6 years 1 month)
    As Vice President of Customer Service, I held an executive leadership role in a Customer Care and Client Services BPO, where I was recruited to spearhead the organization, managing a team of 500 employees and overseeing full P&L accountability. I led initiatives that acquired and managed key client contracts, generating over $25 million in annual revenue, which played a pivotal role in bolstering the organization's financial standing and market position. I authored customer service strategies that resulted in a 15% enhancement in employee retention, reflecting a commitment to both customer satisfaction and workforce engagement. Additionally, I created targeted marketing campaigns specifically for BPO services, resulting in a 50% revenue inc
  • US Bank
    Director of Call Center Operations
    US Bank
    Jan 2006 - Jan 2014 (8 years 1 month)
    As the Director of Call Center Operations, I designed and executed comprehensive contact center strategies, leading strategic initiatives that encompassed budget development, service demand forecasting, and resource alignment with business objectives, which resulted in three yearly Operational Excellence awards. I accelerated employee onboarding processes by 25%, contributing to a 20% year-over-year decline in turnover through initiatives aimed at enhancing employee engagement and satisfaction. Additionally, I directed improvements in customer experience and sales training programs, achieving a 55% increase in sales performance and a 33% rise in customer experience scores. I drove an organizational restructuring that led to a 30% increase i
Education verified_user 0% verified
  • Bowling Green State University
    Bachelor of Science in Business Administration
    Bowling Green State University
    Aug 1998 - May 2003 (4 years 10 months)
    Bowling Green, OH