Alan Ruggles,

Experience

• 

  Capital Group | American Funds

  Oct 1998 - Feb 2018

  Responsible for all operations in a multi-functional department in two locations (Irvine, CA and San Antonio, TX), including mail services, print services, document retention and destruction, receiving dock, warehouse, microfilm retrieval, SEC regulated mailings, shareholder correspondence, and fulfilling transcript requests.• Successfully recruited, trained, and managed a team of 50+ associates between CA and TX locations.• Coached and developed department staff which included performance management and career advancement.• Negotiated contracts and pricing with existing and new vendors which resulted in savings that ranged from $10-40K across various departments. • Decreased the number of courier routes in our Southern California offices resulting in a monthly savings of over 50%. • Streamlined the incoming check stock process to reduce wasted steps and save time.• Made consistent the invoice review process for several different vendors to increase accuracy and productivity. Show less I managed 5 service teams with indirect oversight for a staff of 50 associates in a service center environment providing superior customer service, resolved escalated complaints, and collaborated on department initiatives.• Managed the recruiting, interviewing, and hiring of 18 new associates per month in two locations (Brea, CA and Irvine, CA).• Implemented new on-boarding process to better introduce new associates to the business and culture of Capital Group, which lead to a reduction in turnover of newer associates.• Ensured superior customer service with high quality was consistently achieved in a high-volume service center.• Consistently attained service level goal of answering 75% of calls within 45 seconds, with volumes of 20,000 to 25,000 calls per day.• Coached and developed associates and team managers on new procedures.• Responsible for call center statistics and performance statistics across the board. Show less

  • Senior Manager - Business Solutions Division

    Jul 2013 - Feb 2018

  • Senior Manager - Shareholder Services Division (Call Center)

    Jan 2006 - Jul 2013

  • Other Positions at Capital Group

    Oct 1998 - Jan 2006
• 

  UKG (Ultimate Kronos Group)

  Oct 2019 - Sept 2024

  Product Support Manager

  Managed team of 8 associates providing superior customer service with high quality in a fast-paced incoming call environment. Coached and developed team to enhance skills and develop new tools to improve performance and obtain career advancement.• Responded to and diffused escalated customers.• Coordinated and scheduled after hours on-call process for a variety of departments to ensure sufficient coverage during weekends, holidays, and overnight hours.• Collaborated and led cross-department projects to provide a better partnership in completing customer requests that required multi-department assistance in a more timely manner.• Developed requirements and content for department intranet website to provide a central hub for communication, calendar of events, specific site activities, etc. Show less

• 

  Beckman Coulter Diagnostics

  Nov 2024 - now

  Sr. Coordinator Non Technical Support