Cecil Brian Hengeveld

Experience

• 

  Prudential Financial

  Nov 1989 - Sept 2020

  Lead a team of Solutions Architects in building sustainable solutions & providing analytics to business leaders across Prudential's US Businesses. Solutions resulted in reduction of capacity spend through automation and self service distribution, while simultaneously improving analytics capabilities through consolidation, standardization, & data governance.Solutions include data mining, ETL design, web application design, visualizations, and predictive analytics. Hands on SQL and asp.net (C#) coding and server administration. Solutions include full contact center reporting suite, premium suspense workflow, quality reporting, new business tracking, forecasting, capacity planning, individual performance management, various operations dashboards and predictive service level reporting. Show less Responsible for conducting operational diagnostics through varied methods based on Lean Six Sigma principles. In conjunction with business resources and subject matter experts, lead problem solving sessions and surface opportunities and solutions to improve business processes. Work with business partners to design enhanced processes, organizational structures and management systems to improve the customers' experience. Build and enhance capabilities through role modeling, training and coaching. Partner with leaders to develop material for broad based business implementation of enhanced processes, organizational structure and management systems.· ASQ Certified Lean Six Sigma Green Belt· Interim Director - Group Insurance Contact Center Operations (6 month assignment)· Key contributor to Contact Center Lean Transformation Initiative· Key contributor File Transmission / Data Exchange Process Improvement Project· Key contributor Short Term Disability Claims Lean Transformation· Developer of Web Based Quality Reporting Project Show less Managed a team of professionals with responsibility for planning & execution of business strategies in a 200 seat customer service contact center, handling 2.2 million contacts annually. Real-Time management of telephony infrastructure and contact center assets to enable an efficient operating model. Compiled reporting and partnered with senior leadership to meet operational objectives and manage client performance guarantees with $1.5 million at risk annually. Managed budgets for 4 call center sites with an annual spend of $16 Million. Show less Design, deploy, and maintain business intelligence tools utilizing ASP.Net and SQL Server. · Quality Management Systems· Customer Service Agent desktop scorecards· Real-time ACD Metrics· IVR Metrics· Backend Content Management Systems.· SQL Server data warehousesProvide Consulting and Management support to Contact Centers ranging in size from 50 seats to well over 500 seats. · Capacity planning for contact center handling 3.5 million calls annually.· Aspect eWFM administration.· Avaya client side applications expert.· · Key Contributor in IVR Redesign project· Key Contributor in Flattened Telecom Infrastructure project.Provided contact center support for multiple lines of business · Individual Life Insurance· Annuities· Group Insurance· Marketing Resource Center· Customer Value Center· Corporate Technology Helpdesk Show less Managed a team of 24 processing incoming Individual Life Insurance service requests. Associates were responsible for counting, distributing, and logging new work into the mainframe systems. Partnered with senior leadership to design and implement the “express team” concept, a cross trained group of processors handling simple transactions across multiple functions within the operation. The initiative increased “once and done” processing by 20% while decreasing average processing time by 2 days. Show less Managed a team of 18 CSR’s in the Individual Life Insurance Contact Center. Acquired NASD Series 6 License. Created tools for the staff which augmented standard productivity reporting and motivated the team to consistently out perform their peers in both Average Handle Time and Quality.Trained and developed new CSR’s while leading a team called The Nest. The Nest was a temporary team placement program for CSR’s fresh out of training for the purpose of seamlessly integrating new employees into the role of seasoned CSR. Show less

  • Director Business Analytics (Portfolio Management & Analytics)

    Jan 2015 - Sept 2020

  • Continuous Improvement - LEAN Navigator

    Jan 2012 - Jan 2015

  • Manager Workforce Management - Group Insurance Contact Center

    Aug 2009 - Jan 2012

  • Database Specialist - Business Operations Center

    Sept 2002 - Aug 2009

  • Associate Manager - Individual Life Transaction Processing

    May 2001 - Sept 2002

  • Associate Manager - Individual Life Manual Intervention / Calculation and Complex Services

    Jan 2000 - May 2001

  • Service Team Manager - Common Front Door / Shared Services

    Feb 1997 - Jan 2000

  • Team Leader - Individual Life Insurance Contact Center

    Jul 1994 - Feb 1997

  • Claims Examiner - Bell Atlantic Group Health Plan

    Nov 1989 - Jul 1994
• 

  Liveops, Inc.

  Feb 2021 - Jun 2022

  Director Business Intelligence
• 

  Prudential Financial

  May 2022 - now

  Manager Data Analytics - Internal Audit