RDWFullResume
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Richard Wienecke has over 20 years of experience in leadership roles in contact centers, including positions in quality assurance, training, process improvement, and project management. He has a proven track record of success integrating procedures, resources, staffing, training, and reporting to guarantee measurable results. Wienecke holds a Lean Six Sigma Green Belt certification and has extensive experience developing and implementing standard operating procedures and quality programs. He is seeking a new leadership position to make full use of his technical and relationship-building skills.
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- 1. 4 8 8 2 L E H I G H D R I V E ? WA L N U T P O RT P E N N S Y LVA N I A 1 8 0 8 8 P H O N E : 4 0 1 - 2 0 7 - 5 5 5 3 ? E - M A I L : D _ W I E N E C K E @ YA H O O . C O M W W W. L I N K E D I N . C O M / P U B / D AV I D - W I E N E C K E R I C H A R D D . W I E N E C K E To give a brief introduction, I have served in full service contact centers in a leadership capacity for over twenty years. I have a proven record of success in process improvement, quality assurance, customer service, telemarketing, and distribution environments. My specialty is integrating procedures, technical resources, staffing, training, and reporting to guarantee measurable success. In my previous role as a lean six sigma project manager, I was responsible for developing and putting into place processes, training, mentoring and management of projects that improved enterprise production and quality across business units and clients. I am utilized on a large number of committees and short term projects lead by executive level leaders in the organization as a subject matter expert in the collection and analysis of data and in the areas of training and quality assurance. I currently assist in developing the skills of leadership in the organization through formal training courses and informal individual coaching. Previous positions allow me to bring to the table a broad variety of support skills that have been of benefit to my employers. I have served on numerous research and developmental projects such the selection and implementation of an enterprise wide contact monitoring systems and the automation of an internet, catalog and contact center driven distribution center. I have successfully programmed and implemented MS Access database solutions in several organizations to resolve data manipulation needs including integrating human resources, training and operations in order to track and improve production and served as a consultant for individuals developing tools using the same platform. In a quality manager capacity, I held responsibilities for identifying and correcting performance gaps through mentoring and direct corrective action in contact center and distribution departments. In the same role I have used ISO methods to prepare sets of operational procedures, train auditors and implement a cyclical audit process in order to standardize and improve business practices. After reviewing my resume, I believe you will find that I have much to offer as a leadership team member within your organization. Thank you for the opportunity to candidate for this position, Richard David Wienecke Phone: 401.207.5553 Email: d_wienecke@yahoo.com
- 2. 4 8 8 2 L E H I G H D R I V E ? WA L N U T P O RT P E N N S Y LVA N I A 1 8 0 8 8 P H O N E : 4 0 1 - 2 0 7 - 5 5 5 3 ? E - M A I L : D _ W I E N E C K E @ YA H O O . C O M W W W. L I N K E D I N . C O M / P U B / D AV I D - W I E N E C K E R I C H A R D D . W I E N E C K E OBJECTIVE I am interested in pursuing a leadership position that will allow the full utilization of my technical and relational skills providing solutions in professional environment. I am committed to working for a progressive company that shows a commitment to the well being of people employed as well as its clients and customers. PROFESSIONAL EXPERIENCE 2006-2014 Telerx Allentown, Pennsylvania Lean Six Sigma Project Manager ? Utilize analytic tools and methods to support business decisions and extract actionable business intelligence. ? Develop, test and implement technical, procedural and training solutions to solve business problems. ? Develop, implement and audit standard operating procedures for the corporate ISO 9000 quality program. ? Mentor and support leadership members across the organization with training and real time operational support. 2004-2006 Ross-Simons Cranston, Rhode Island Manager of Quality Assurance and Training ? Created and administrated quality assurance, training, and email response groups of lead level employees. ? Implemented quality assurance, training and process improvement systems. ? Directed center wide process reporting and accountability of key metrics. 2003-2004 Dowd Marketing Sunbury, Pennsylvania Call Center Manager ? Held responsibility for office P&L and production goals. ? Mentored and coached staff to meet outbound performance expectations. ? Expanded office size 30% over prior management team. 2001-2003 Chattanooga Times Free Press Chattanooga, Tennessee District and Call Center Manager ? Managed outbound subscription sales center of thirty representatives. ? Implemented formal training, monitoring and incentive programs.
- 3. 4 8 8 2 L E H I G H D R I V E ? WA L N U T P O RT P E N N S Y LVA N I A 1 8 0 8 8 P H O N E : 4 0 1 - 2 0 7 - 5 5 5 3 ? E - M A I L : D _ W I E N E C K E @ YA H O O . C O M W W W. L I N K E D I N . C O M / P U B / D AV I D - W I E N E C K E R I C H A R D D . W I E N E C K E PROFESSIONAL EXPERIENCE 1998-2001 New Roads South Chattanooga, Tennessee Quality Assurance Manager ? Enacted procedural documentation and compliance for sales, customer service and distribution facilities. ? Developed and implemented company wide total quality management and process improvement program with a team of twenty associates. ? Served as inventory control manager for a 50M distribution center. ? Performed operational research, key process indicator, and budget analysis. ? Directed special projects staff for cross departmental projects. EDUCATION 2007-2008 Merck Corporation Training Lansdale, Pennsylvania Lean Six Sigma Green Belt ? Lean Six Sigma Certification with Black Belt training. 1988-1993 Lycoming College Williamsport, Pennsylvania Bachelor of Arts ? Majored in psychology and religion with a minor in philosophy. 1984-1988 Williamsport Area H.S. Williamsport, Pennsylvania Graduate in general studies SYSTEM SKILLS MS Office Suite and Open Office 20 years ACD, CRM and Predictive dialer systems 16 years Database development and deployment 16 years Statistical Analysis Applications 8 years Training development and deployment tools 6 years MS Share Point and web authoring 6 years
- 4. 4 8 8 2 L E H I G H D R I V E ? WA L N U T P O RT P E N N S Y LVA N I A 1 8 0 8 8 P H O N E : 4 0 1 - 2 0 7 - 5 5 5 3 ? E - M A I L : D _ W I E N E C K E @ YA H O O . C O M W W W. L I N K E D I N . C O M / P U B / D AV I D - W I E N E C K E R I C H A R D D . W I E N E C K E REFERENCES Gina Blevins Director Operational Excellence, Telerx 954 Marcon Blvd. ? Allentown, Pennsylvania 18109 484.547.6809 gina.blevins@gmail.com Kimberly Perugino Account Director, Telerx 1390 Pullman Drive? El Paso, Texas 79936 570.262.8809 kimberly.perugino@telerx.com Kim Hayes Director of Contact Center, Ross-Simons 9 Ross-Simons Drive ? Cranston, Rhode Island 02920 617.645.6993 khayes629@gmail.com John MacDaniel Sr. Director, Voice of the Customer, Telerx 723 Dresher Road ? Horsham, Pennsylvania 19044 215.313.6488 brokenchairs@comcast.net