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Duane Biala

www.linkedin.com/pub/duane-biala/10/283/884
416 Independence Lane * Bolingbrook, Illinois 60440 * Telephone: (630) 248-5498
* dba56c18@westpost.net
Accomplished operations management professional with a progressive 20-year caree
r in high volume call center,
records management, collections and warehouse/distribution environments.
Success leading strategic planning & execution of reorganizations, organizationa
l design and Six Sigma projects targeting key operational improvements, cost con
trols, quality and process improvements. Success in designing and executing aggr
essive, strategic programs to increase efficiencies, reduce costs and standardiz
e operations.
CORE COMPETENCIES
Collections/Consumer/Commercial Customer Call Center Operations Management * Rec
ruiting/Retaining Top
Leadership & Customer Service Talent * Training * Best Practices & Process Impro
vements * Six Sigma Project
Management * Change Management * Policy & Procedure Development * Performance Re
-Engineering
PROFESSIONAL HEART FINANCIAL SERVICES, Schaumburg, Illinois
EXPERIENCE: Start up division of law practice providing residential mortgage los
s mitigation services to banks
through back-end consumer foreclosure avoidance (loan works outs, modification,
etc.).
Heart serves as third party provider to Bank of America through Urban Settlement
Corp. Hired to manage operations of second call center, which grew from 31 FTEs
to 279 FTEs; constantly changing volume required mass utilization of temp emplo
yees and strategic scheduling.
Operations Manager 2008 to 2010
Held total operational, staffing, client satisfaction, compliance and production
responsibility for a consumer counseling call center operation (16,000+ in/out
bound calls a day) supporting consumers
through two-week loan modification cycles. Hired, trained, evaluated and develop
ed a core leadership team of up to 15 with up to 279 indirect reports (70% temp)
; partnered with director of
training; reported into COO and CFO. Direct accountability for staff production,
performance and engagement; administered expenses, budgets, equipment procuremen
t, vendor
relations and contract SLAs. Maintained strategic focus on implementing new proc
edures to automate processes, increase efficiency and drive total production.
Summary of Accomplishments:
* Developed and implemented refined operational infrastructure, processes, work
flow and training programs to facilitate rapid organizational growth from 31 FTE
s to 279 FTEs within 12
months, as well as increased in/out bound calls from 500/day to more than 16,000
/day.
* Guided operation to consistently exceed all key performance indicators:
- Achieved and maintained a 94%-96% quality score ranking by Bank of America, in
cluding several quarters achieving 98%;
- Improved average call talk time to 5.1 minutes exceeding goals;
- Reduced call abandonment rate from 17.2% to 3.9%.
* Defined and implemented all production standards and metrics using Six Sigma.
* Assembled and managed a workforce management team leading analysis and impleme
ntation of process improvement initiatives throughout operation.
* Led staffing and call production SWOT analysis and re-engineered staff shift m
odels.
* Oversaw and facilitated implementation of IT/telecom system (Avaya), which del
ivered expansive performance reporting with fully integrated telecommunication t
echnologies.
* Launched LiveVOX (predictive dialer) and established call campaigns, which inc
reased outbound call production from 100/day to 100 calls every two hours.
HSBC NORTH AMERICA (CML Servicing Centers), Elmhurst/Franklin Park, Illinois
One of largest financial services companies in U.S.; $300 billion+ in assets und
er management.
Project Manager (Records Administration) 2005 to 2008
Promoted into a mission critical project management role within records administ
ration focusing on
Household-Beneficial integration, improved records management processes, cost co
ntrols and
efficiency initiatives. Managed a core project management team of 12 with up to
20 temp and matrix resources as needed. Managed two main projects.
Summary of Accomplishments:
* Project Manager: Led planning, methodology development and execution to organi
ze and store 340,000 active customer account files stored in 36,000 boxes in mul
tiple locations into a single
location, which delivered $1.2 million in annual costs savings.
* Six Sigma Project Manager: Defined scope, assembled team, developed benchmarks
and led consolidation of 14 mail rooms to two with all corporate mail routed to
one location for digital
imaging and indexing, which delivered a headcount reduction of 34 FTEs.
* Recipient, Records Administration BEAR (Brings Excellence Achieves Results) Aw
ard, 2006.
* Recipient, Records Administration Unit Manager Leadership Award, 2006.
Unit Manager (Records Mortgage Release) 2003 to 2005
Trained and managed a team of 15 auditing and distributing 30,000 mortgage relea
ses to 3,142
counties nationwide meeting strict county-specific standards.
Summary of Accomplishments:
* Launched Six Sigma methodologies to reduce number of copies required by each c
ounty for proper recording of customer liens/releases; established standards sup
porting long-term efficiency.
* Standardized envelope usage nationally: simplified requirements and ordering p
rocesses, yielding $21,000 in annual cost savings.
* Reduced mortgage release distribution lead time by two days delivering a $13,2
00 annual cost savings, while concurrently reducing risk for legal fines from la
te filings.
* Recipient, Records Administration BEAR Award, 2005.
Warehouse Manager (Records Management Distribution Center 2001 to 2003
Hired, trained and developed a team of 120 for a high volume distribution center
(3.4 million customer account arrival, storage & destruction facility processin
g 5,000 record retrievals/month).
Managed a team of 25 in offsite record storage facility (Iron Mountain). Oversig
ht control for shipping, receiving, inventory control, procurement, truck routin
g and compliance. Cross-trained team and implemented innovative scheduling and w
ork flow programs to operate lean facility.
Summary of Accomplishments:
* Delivered $192,000 in annual cost savings through single source supplying boxe
s.
* Combined purchasing power of four DCs producing supply cost savings of $24,000
per purchase.
* Achieved a $37,500 annual cost savings through re-engineering route and delive
ry schedules of warehouse items from Franklin Park to seven HSBC sites.
* Reduced "no finds" retrieval from 5.8% to 1.9%, while increasing production by
40%.
* Recreated transportation schedules to coincide with warehouse delivery for 12,
500 weekly paid customer files to Iron Mountain, yielding a $27,000 annual cost
savings in transportation.
* Recipient, Records Administration Unit Manager Leadership Award, 2003.
Unit Manager (Imaging Department) 1999 to 2001
Managed a large scale integration project following Beneficial acquisition, whil
e concurrently managing imaging department operations.
Summary of Accomplishments:
* Project Manager: integrated all Beneficial customer records from 1200 branch o
ffices into centralized facility. Assembled a team of 70 (temps, FTEs) operating
24/7 for preparation,
image scanning, assembling and de-prepping customer records into unique file fol
ders.
Unit Manager (Collection Department) 1995 to 1999
Managed and directed daily operations of an inbound collection call center manag
ing 3,800+ calls
per day on two shifts leading collections on front end, mid range and bankruptcy
.
Summary of Accomplishments:
* Reduced call abandon rate from 8.3% to less than 1%.
* Developed and launched call blending procedures improving flexibility of staff
roles.
* Established, staffed and managed 12 member skip tracing team distributed to co
llection units.
COMMUNITY BOLINGBROOK SOCCER CLUB, Bolingbrook, Illinois
LEADERSHIP: Director of Purchasing/Member, Board of Directors (1999-2008)
EDUCATION & UNIVERSITY OF ILLINOIS AT CHICAGO, Chicago, Illinois
TRAINING: Software Engineering
HSBC: PEAK Master's Degree, 2008; PEAK Bachelor's Degree, 2007.
COMPUTERS: Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Access
and Outlook), Avaya OS,
Blue Pumpkin Call Center, LiveVOX and Clarifire.

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