Doug Fluegel

Experience

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  Maytag

  Jan 1992 - Jan 1994

  Designed and implemented training programs for District Managers and trained technicians. Solved consumer problems through negotiation and product exchange.

  • Technical Trainer

    Jan 1993 - Jan 1994

  • Customer Consultant

    Jan 1992 - Jan 1993
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  Maytag

  Jan 1995 - Jan 2000

  • Co-led project to centralize call centers for Maytag Factory Service cutting expense by 25% while increasing hours of availability by 60%.• Interviewed and hired specialists, team leaders, and 46 customer service representatives.• Developed and implemented a new attendance tracking tool that improved service level by 15%, reduced absenteeism by 73% and virtually eliminated attrition.• Led Kaizen and benchmarking projects for Maytag contact centers. Led dispatcher, three customer service representatives, accounts receivable clerk, two shop technicians, and 12 field technicians. Forecasted and budgeted for Boston Service Operations. Negotiated warranty contracts with independent dealers and service providers in California and Nevada.Trained authorized service center personnel.

  • Branch Customer Assistance

    Jan 1998 - Jan 2000

  • Supervisor

    Jan 1997 - Jan 1998

  • District Service Manager

    Jan 1995 - Jan 1997
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  Ingram Book Company

  Jan 2000 - Jan 2001

  Director, Sales Operations Projects

  • Worked closely with executive management and front-line associates to plan, monitor, and complete strategic projects. • Designed and implemented improvements to discount structure and sales programs that resulted in increased profitability.

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  United Way of Metropolitan Nashville

  Jan 2002 - Jun 2012

  • Planned, implemented, and managed activities in initiating and planning phases of 2-1-1.• Generated community support, established funding collaborations, coordinated telecom/IT; managed all start-up issues for the successful launch of Middle Tennessee 2-1-1 in 2004. MT 2-1-1 now serves 3.3M people in 57 counties.• Created and implemented marketing campaign for 2-1-1 throughout Middle TN.• Led volunteer efforts of the 2-1-1 Advisory Committee and three subcommittees (Marketing, Agency, and IT). Developed crucial relationships with state and federal agencies including Department of Human Services, Department of Children’s Services, U.S. Department of Agriculture and various administrative offices including finance. Show less

  • Community Investments Project Manager

    Mar 2011 - Jun 2012

  • Director, 2-1-1 and Government Relations

    May 2005 - Mar 2011

  • 2-1-1 Manager / Project Manager

    Jan 2002 - May 2005
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  W.O. Smith School of Music

  Jan 2005 - now

  Volunteer Faculty, Piano

  I volunteer on Saturdays to teach piano to kids who qualify for the free lunch program.

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  Hands on Nashville

  Jul 2012 - Oct 2012

  Project Manager, Hands on Project Management

  Three-month project to engage stakeholders of Hands On Project Management, a product designed to connect project managers and subject matter experts from local companies with nonprofits who need their expertise. Implemented improved processes and started three pilot projects at Park Center, Goodwill, and W.O. Smith School of Music.

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  Podiatry Insurance Company of America (PICA)

  Oct 2012 - now

  Program Manager

  Lead and facilitate cross-functional teams to develop and implement business plans that meet the strategic objectives of the organization.Responsible for project quality and the enforcement of project management standards.Develop detailed project plans and schedules using defined procedures. Negotiate project scope and deliverables to meet set deadlines.