Randy Sellers

Experience

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  DacEasy, Inc.

  Jan 1988 - Jan 1994

  Customer Service Manager

  Misc. positions, Director of MIS, Customer Support Manager and Software Support Advisor.

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  CPS Systems, Inc.

  Mar 1994 - Feb 2000

  Vice President - Assistant Vice President - Technical Support Manager

  Manager of technical and operational functions for three departments with 32 direct reports, managed $2.8M annual budget, and services for 145 high-profile clients. Supported 30 product lines per annum, contributed to development, promoted sales, and provided customer and technical support over a five-state region. Managed overall customer experience by developing completion timelines, defining installation expectations, and performing post-implementation customer reviews.Operational Enhancements: • Recruited three regionally focused project managers to implement software installation, training, and data conversion projects.• Led cost-effective Y2K migrations and installations for over 2,500 software applications to ensure full system security and operational compliance.• Designed the incoming call flow and the on hold queuing system for multiple software product lines.ASSISTANT VICE PRESIDENT – CITY GOVERNMENT DIVISION 1997 - 1998Manager of a $1.8M budget and the daily operations of the City Market division focused on government financial clients, and built teams for sales and marketing, customer support, and software development. Supported sales initiatives, negotiated client agreements and defined objectives, expectations, and ensured projects met key financial business functions. Developed and presented long-term strategic growth plans to the board of directors.TECHNICAL SUPPORT MANAGER/SOFTWARE SUPPORT MANAGER 1994 - 1997Oversaw hardware and software installations and managed a team of operating systems technicians, support analysts, and Micro Focus COBOL software developers. Show less

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  Manatron, Inc.

  Feb 2000 - Sept 2002

  Operations Manager of Client Services (Customer Support and Implementation Project Manager)

  Managed a $2.4M annual budget and 12 direct reports. Supported 2,000 users over 17 states and four time zones. Ensured the property appraisal software updates were in compliance with state-mandated changes, developed project plans and defined deliverables for the contracts.Operational Enhancements: • Delivered on software and service contracts ranging up to $750K in value.• Created MS Access database that tracked financial details for $2.6M active contracts and recovered $100K in unbilled revenue.• Implemented a quarterly software update release schedule that reduced daily support calls by 25%.• Established software implementation project management plans per contract. Show less

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  R & R Landscape Services

  Mar 2003 - Nov 2004

  Business Operations Manager - Sales, Proposal Generation

  Co-owner of a startup company that focused on residential landscaping services.Spearheaded creation and production of marketing materials, drove new business development, prepared five-year business plan, pursued new potential markets, prepared monthly cost spreadsheets for year-long contracts, and negotiated terms with key third-party vendors.Operational Enhancements:• Increased monthly recurring revenues $2.5K within 18-month period.

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  Cardinal Tracking

  Mar 2005 - Apr 2013

  Operations Manager of Client Services (Customer Support, Implementation Project Manager)

  Led a 10-member team to provide phone support and both on-site and off-site software installations, training, application testing, Windows Mobile handheld configurations, and software deployments. Recruited to the company to serve as the Manager to the team, and introduced the policies, processes, and procedures necessary to drive consistency among the team.▪ Selected by executive leadership to serve as Project Manager for numerous high-profile, customer-specific software deployments, each valued at more than $100K.▪ Partnered cross-functionally on all software deployments, facilitating software enhancements to ensure accurate customer billing, as well as best-in-class customer success levels.▪ Reduced service calls 20% YOY by spearheading an automated software update service that allowed customers to download software updates.▪ Decreased open support calls from 100+ to consistently less than 15 per support employee; streamlined processes to improve support of 750+ active customers. ▪ Increased engagement and solicited direct customer feedback by creating a Customer Advisory Board, resulting in better feedback for customer service improvements and software enhancements.▪ Led negotiations for a $500K annual service contract, which ultimately resulted in greater than 10% YOY revenue growth; negotiated language to base the contract on the number of customers and annual support costs.▪ Fostered strong relationships between the company and customers, creating an opportunity to share best practices and provide awards to customers based on years of service.▪ Expanded the company’s ability to train multiple customers simultaneously by creating remote training sessions via WebEx, resulting in considerable travel and time cost savings. Show less

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  VMC

  Feb 2014 - Apr 2016

  Operations Manager - Las Colinas Office

  Led a team of 10 direct reports and 200+ indirect reports providing Tier 3 technical support for the XBOX product line on-site at the Microsoft corporate offices. Led teams with a core focus on client satisfaction (CSAT), team member relations, workforce management, quality, and performance monitoring.▪ Improved attainment of CSAT metrics by performing routine employee evaluations and conducting 1:1 coaching sessions, allowing teams to maintain all production goals.▪ Strengthened customer success operations by creating and introducing daily quality analyses, case handling processes, case state enforcement, and guidelines for time-to-first action.▪ Served as a go-to resource and strategic partner to both VMC employees as well as senior executive leadership at Microsoft, delivering daily presentations on metrics and Key Performance Indicators (KPI).▪ Improved performance delivery by focusing on 5 different service levels based upon volume and current FTE; broke down each level based upon the severity of service level concerns and support required.▪ Optimized customer experience by reviewing survey results and sharing best practices with teams, resulting in increases to first call issue resolution and CSAT.▪ Played a key role in strategic planning efforts, meeting consistent challenges from Microsoft to do better, faster, smarter, and with less resources.▪ Created an environment of positive coaching and professional development, as well as consistency, communication, and collaboration with both direct and indirect reports. Show less

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  AMN Healthcare

  Apr 2016 - Dec 2019

  Manager, Credentialing Operations

  Oversaw customer relationship management and credentialing operations, including leading a team of 33 direct reports to support 500+ healthcare provider relationships. Partnered with sales teams to create processes for sales, customer success, and credentialing operations. ▪ Built a top ranked team accountable for $10M in annual revenue; provided hands-on coaching, training, mentoring, and development on post-sales customer success and sales operations.▪ Served as the company liaison with numerous vendors and third parties, including for more than 3,000+ background checks per month.▪ Decreased turnaround times more than 29% for credentialing candidates by streamlining training to be delivered in stages, as opposed to months long training at a single time. ▪ Implemented workload balancing based upon Key Performance Indicators (KPI) of each team members experience; worked with IT to identify report formatting and provide daily updates on key metrics.▪ Placed a strategic focus on continuous process improvement for audit reviews, introducing both daily and real-time reporting metrics to analyze Key Performance Indicators (KPI).▪ Improved turnaround time by creating an escalation process for state license requests, creating the opportunity for quick placements; provided regular reporting to executive leadership.▪ Supported rapid growth as the team nearly tripled from 12 to 33 team members; provided coaching and mentoring to all direct reports to ensure compliance, as well as efficiency and profitability.▪ Improved overall audit performance by working directly with the remote audit team to better understand areas of focus; audited each team member monthly, improving audit scores from 75 to 96.▪ Increased on-time start percentage from 77% to 94% by developing and implementing a new process to validate and approach each clinician within the credentialing and sales team prior to contract approval. Show less

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  Randstad USA

  Jun 2021 - Nov 2021

  Operations Manager

  Working onsite at a customer location managing the customers staffing needs. Focusing on customer engagement, recruiting efforts, data reporting and process improvements. Increased the daily talent that was working by 76%.

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  Bayard Advertising

  Nov 2021 - Jul 2023

  Recruiting Operations Account Manager

  Oversee a team responsible for not only recruiting, but all aspects of the onboarding processes. Including sourcing, screening, background checks, drug testing, document management, applicant tracking system configurations, process flow and offer acceptance documentation.Closely managed the team metrics for 600+ candidate starts (in 2022) that included Time to Fill and On Time Starts. Monitored these daily to ensure the client goals were met.Provide dedicated support to align with the clients onboarding expectations related to staffing candidates in multiple positions and multiple locations. Review job descriptions, modify job postings and provide daily touch points to ensure future starts are in line with client expectations. Show less