Matthew Pollock
2934 East Nisbet Court, Phoenix, Arizona 85032
(602) 923-3271 Home, (480) 314-8356 Work
email: azmattp@yahoo.com Homepage: http://www.geocities.com/azmattp
Enhance corporate profitability by using a blended approach of finance and process engineering.
Related Work
Experience
AdvancePCS - Scottsdale, AZ June 1999 to present
Business Analyst, Service Operations
· Business owner of all Call Center Voice Response (VR) systems impacting 7.2 million calls a year. Drove reengineering projects booking $980k savings and on plan to deliver an additional $2M in savings annually. Lead new application implementations providing the business wide communication, reviewed suggestions with business partners, and designed & performed the user acceptance testing. Defined business requirements on data gathering, reporting format, network prompting, call routing, and host interaction. Primary designer on the call flows for multiple voice automation applications. Created complex financial models to quantify completed modifications and to simulate the impact of proposed changes. Performed process mapping and statistical analysis across multiple systems. Worked with the executive management on vendor selection providing the financial basis for decision-making and contract terms. Subsequently, have managed two multi-million dollar vendor relationships.
· Lead PCS self-servicing initiative defining the concept, creating the strategy, and developing a cost savings model. Worked cross functionally with finance, marketing, metrics, voice technologies, call center support, and Internet development to launch an awareness campaign and an incentive rebate for Internet users.
·
Performed Six-Sigma analysis method to identify and
analyze cost drivers to PCS Operations.
American Express - Phoenix, AZ June 1993 to May 1999
Senior Industrial Engineer, Performance
Engineering Division
· Acted as engineering lead on a project to merge service departments directly impacting 200+ employees. Directed members of the Management Information Systems and Operations areas to achieve project goals. Redesigned the organizational structure and job responsibilities. Designed the individual representative performance metrics, scoring system, and the reporting database. Created high-level process flow and analysis of total financial impact of the project on the business’ profitability. Through frequent sessions with senior management redesigned the evaluation method and criteria used to determine the phone representatives’ promotions and pay.
· Acted as Project Manager for the redesign of the Interactive Voice Response system. Lead a large cross-functional team with members from Technologies, Telecommunications, Management Information Systems, Programming, Phone Operations, Charge Processing Network, and Engineering through all the phases of the project. Implemented technology new to American Express such as Text-to-Speech and Expected Wait Time announcements as well as creating new functionality with existing technology.
· Identified and set baselines performance measures for the Establishment Servicing business division.
· Conducted an investigation into merchant resupply policies. Used statistical sampling techniques and cost benefit analysis to provide recommendations. Project impact in excess of $1 MM annually.
Arizona State University, Tempe Arizona State University, Tempe
Masters of Business Administration Bachelor of Science in Industrial & Management Engineering
Honors and
Activities
ASU’s Institute of Industrial Engineers President,
Vice President, and member for four years, Dean’s List, ASU Honors College,
Toastmasters Member, and involved with multiple charitable organizations. Interests include tennis, racquetball,
snowboarding, skiing, exercise, golf, foosball, computers, foreign languages,
classical & blues guitar, and travel.