Peter Langerock, CHRM

Experience

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  ACB, Abacus Financial Management Services

  Aug 1988 - Jun 1997

  Senior Management - Collection Industry
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  HSBC

  Jun 1997 - Nov 2005

  Group Director

  Held several leadership positions during eight-year tenure managing various operational areas including Direct Lending, Records Administration, Customer Service, and Collections; served as Six Sigma Team Leader.* Oversaw teams from 80 FTE to 450 FTEs with full P&L responsibility for a $5.5M budget.* Turned around Direct Lending’s largest client, MBNA, from a net monthly loss to realizing more than $20M in monthly revenues by auditing internal processes, creating quality standards, and instituting a client-dedicated team; maintained an error rate of less than 2%.* Reduced loan “preliminary approval to close” time by 50% by utilizing Six Sigma methodologies to identify, establish, and maximize process efficiencies.* Increased productivity 238% and established minimum monthly revenue of $43M in a one-year period with no increase in staff.* Established operations locations in Franklin Park, IL and Jacksonville, FL; transferred call center operations from Las Vegas, NV, consolidated call center operations of Beneficial Corporation merger.* Reduced call center turnover from more than 70% to single digits within a 10-month period.* Created a hiring program targeting People with Disabilities and partnered with Lighthouse for the Blind. Providing technology and work space that allowed disabled employees to thrive in a corporate work environment that expanded to every Business Division at HSBC. Show less

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  Financial Management Systems

  Nov 2005 - Aug 2007

  Chief Operating Officer

  Led all aspects of the daily operations for this 250-person call center, including strategic planning, policies and procedures, new business development, incentive plan development, annual and semi-annual performance reviews, and process improvements. * Worked with Owner to achieve Minority Status/Women Owned Small Business Federal contracts with DOE* Oversaw the U.S. Department of Education Student Loan Collection Program contract and relationship.* Increased units and revenues in excess of 350% by spearheading and launching focus, an internal training program, and Balance Transfer program with private sector clients.* Improved productivity 225% on private sector business by identifying benchmark credit score and realigning resources to target past due accounts above the benchmark.* Maintained 95% - 110% of goal for the U.S. Department of Education Student Loan Collection program.* Reduced annual turnover from 75% to 35% by identifying and recruiting key management talent. Show less

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  Siemens

  Aug 2007 - Feb 2010

  Consultant: Finance Management – Service Delivery & Sales to Cash

  Recruited by Regional VP to step in and restore customer relationships and service levels for three business units; oversaw contractual service requirements of all customers within Siemens Building Technology Division (BTD). * Led all aspects of the daily operations for task force to correct $32M A/R problem.* Designed and created complete Supply Chain process flow of Mid-West Division sales to cash process, increasing efficiencies, reducing hand offs, minimizing sales to cash processing time, and increasing customer satisfaction.* Created internal Supply Chain “report card” showing deficiencies in SCM. Redirecting to escalation on delinquencies into SAS and addressed by PMs. Ensured timely execution as well as accurate AR captured in SAS to ensure AR was clean – reducing AR with better reporting for customer AP departments with accurate invoicing.* Played key role in winning a Comprehensive PM Outsourcing contract with Chicago Housing Authority.* Led data center relocation, server consolidation/virtualization, and build out of a new data center; designed and implemented a global support organization to support the new environment.* Managed departmental leads in delivering end-to-end services and restored service levels from failing to exceeding on all measures within six months. Show less

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  Kohl's

  Apr 2008 - Oct 2010

  Senior Manager of Customer Service - Credit Division

  Led day-to-day call center and customer service operations, including performance, customer satisfaction, metrics; managed staff of approximately 550 customer service call center associates and 25 call center team leads.* Established and maintained third-party domestic and international relationships, outsourcing Customer Care call volumes, performance management metric, and quality results.* Developed Management Training Program to promote and develop a diverse culture in the Call Center for Women and Minorities.* Implemented and executed inbound and outbound cross-selling campaigns and new marketing campaigns including call script design; played key role in development of defining KPIs, developing call guides and reporting, and executing project plans and work back schedules.* Implemented IT solutions for administration, IT, and Help Desk for downtime escalation and increase up time to 99%.* Increased overall department results: scorecard from 87.29% to 96.082%; QA scores from 86.3% to 93.25%; and incentive payout percent’s from 32% to 49%; reduced turnover from 62% to 14%.* Increased levels of all standard call center metrics, surpassing industry standards in CPH, QA, First Call Resolution, and Voice of Customer. Show less

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  JPMorganChase

  Feb 2010 - Oct 2011

  Director of Home Lending - Loss Mitigation

  Managed all departmental functions for the processing of retention and non-retention alternatives for homeowners in default including Loan Modifications, Short Sales, and Deeds in Lieu for Fannie Mae and Freddie Mac loans. * Managed staff of approximately 88 FTEs, including five Loss Mitigation Supervisors, a team of individuals responsible for supporting the implementation of Government software and help desk activities, and served as direct liaison for Fannie Mae and Freddie Mac government relationships.* Recruited, hired, and trained the Service Delivery Team including Technical Trainer, Configuration Specialist, and Report Writer. * Achieved greatest improvement in “Voice of Employee” Survey results for entire company within 6 months.* Created and implemented service delivery improvement plans and release management policies by reducing change failure rates and improving system availability and stability by 30%.* Created diverse and inclusive management training program, promoting and mentoring a well diverse and inclusive management team that provided upward mobility and career path for all staff.* Increased application/systems performance uptime for all sites through system and process re-design, resulting in a 20% gain in KPIs and Service Level Agreements and the mitigation of information and system security audit deficiencies associated with contract terms. Show less

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  IPacesetters, LLC.

  Oct 2011 - Nov 2015

  Director Of Operations

  Led all aspects of day-to-day call center operations including recruiting, training, performance metrics, planning, and delivery of help desk management services to all clients; managed 450 team members, implemented Diversity Strategy to attract, recruit and retain diversity teammates. Responsible for approximately $500K to $1M in monthly revenue, managing 3rd Party Inbound and Outbound sales, Sales Retention, B2B and Residential sales. Provided technical support, asset management and security request processing; oversaw staffing, hiring, terminations, performance appraisals, and promotions.* Maintained Executive Project Manager responsible for implementation and execution of inbound and outbound tele-marketing campaigns as well as provided technical and operational expertise in developing policies and procedures. * Oversaw enrollment, policy issue, fulfillment, billing and collection, call center servicing, and claim adjudication.* Drove the definition, design, development, and implementation of service delivery for Fortune 500 Media Clients.* Implemented an inclusion plan to expand employment opportunities for people with disabilities.* Created diverse and inclusive management training program, promoting and mentoring a well diverse and inclusive management team that provided upward mobility and career path for all staff and resulted in reducing attrition by 83% in a 6 month period* Mitigated failing Leap Frog client into facility improved conversion rates 80%, reduced cost 120%, and improved all call center KPI and QA scores by 50%, and grew B2B revenue 45% within first 60 days through streamlining order to install processes and reducing processing by 100%.* Assisted Customers in identifying, recruiting, vetting and onboarding local Diversity Contractors to complete installs in Regional areas that lacked Diversity Contractors. Show less

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  Veterans R&R

  Jul 2013 - now

  Secretary

  There are 8.2 million Vietnam era veterans and over 2.3 million veterans of the Iraq and Afghanistan era. But no one ever talks about what life is like for veterans after they come home and the parades and celebrations are over. The hard facts mean that many suffer from some degree of post-traumatic stress disorder. The effects of their service don't end once veterans are home in their living rooms.Over 50% of military personnel do not seek any type of service from the VA and all the wonderful Non Profits Servicing Veterans . They aren't given a guide on how to readjust, what to do, where to go, or who to trust. Veterans leave a high-adrenaline, structured, group-centered life and come home to a life that is slower, unstructured and are unaware or unable to find the support needed. They leave a life filled with purpose and come home to no purpose. They leave a life where they were relied on by many and felt powerful and come home to being relied on by no one and feeling invisible and powerless. Over 22 veterans a day commit suicide because of the struggle to transition from service to civilian life. We rely on veterans to keep our country safe and free. Veterans R&R relies on veterans and veteran supporters to give these men and women a place to go, a group to be a part of, and an outlet for the release and relief they deserve. Show less

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  IBM

  Nov 2015 - Aug 2019

  Project Manager Supply Chain Management

  IBM Global Business ServicesApplication Development and Innovation - Public SectorCyber-security & Bio-metrics Practice AreaActing as ‘Chief of Staff’ for Mobility Management Team. Provide mobile device management and solutions for US Federal Department of Defense contracts, managing user accounts, including device inventory management and tracking, expense management, carrier billing, and account reconciliations. * Oversee the mobility landscape for customer including pricing, procurement, risk assessment, billing, usage analysis, and vendor and asset management; receive, review, and validate monthly billing from service providers as well as create and manage various financial reports and metrics.* IBM Leader in Diversity, Equity and Inclusion Committees for Diversity Spend & Supply Program Management * Lead lifecycle management and Supply Chain within the mobile device solution including Mobility as a Service, device repair and replacement, outages, and expediting trouble tickets; serve as the point of contact for resolving escalated customer issues.* Identified, pursued, and captured strategic sales win securing large contract with the United States European Special Operations Commands (SOC). Show less

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  Lango & Associates LLC

  Aug 2019 - now

  Independent Contractor: Executive Management Contracting & Consulting

  As an Independent Contractor, I have worked with several organizations in the Telcom, Wireless and OSP Industry. Developing new customer baselines as well as operate as Program/Project Manager via initiation and delivery managing field install crews, CM’s and maintenance teams for Telecom Carrier Upgrades, Decom, Canadian Gas, American Gas Pipelines and energy companies. Managed all Supply Chain functions, inventory and forecasting needs across multiple projects. * Manage delivery, procurement and forecasting, warehouse and HR Recruiting functions for all team projects.* Manage all aspects of the RFI/RFP process including account team management, sub-task assignment, contracts. Lead contact for vendors; manage customer and vendor requirements; resolve issues; track task completion.* Worked heavily with Diversity Contractors to joint sell and win contracts in both commercial and Federal Space Show less

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  22Vets Technologies

  Mar 2021 - now

  Chief Operating Officer

  22Vets was created as a Support Mission to Assist our Veterans!Owned and Operated by Military Veterans we execute this mission by providing over 25 years of technology solution experience as an IT-Value Added Reseller with a focus on Cyber and Physical Security Services.Mission Driven - Veteran Focused