Pete Lytle

Experience

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  Convergys, Customer Management Group

  Feb 1997 - Oct 2005

  Vice President, Operations Services and Continuous Improvement

  Established a culture focused on continuous improvement by demonstrating the potential impact to senior management through leading or coaching initiatives generating $20-$50 million in profit improvements per year. Engaged the entire organization in making improvements by customizing established quality management tools, providing just-in-time training, promoting the sharing of best practices, and recognizing successful improvement teams.Developed and managed a process to support the rapid growth of the organization by translating growth plans into contact center capacity and labor market requirements. Ultimately established 30 new contact centers in North America, India, and the Philippines. •Established a culture focused on process improvement, by inspiring 2,400 management personnel to engage in their own improvement initiatives by providing tools, training, and by establishing a recognition program.• Managed or coached 8-12 process improvement projects annually that realized $190 million in profit improvements over 7 years by prioritizing and ensuring alignment with strategic objectives• Developed and managed physical contact center capacity through rapid expansion of off-shore contact centers while optimizing US capacity. Deployed approximately 30 contact centers with 15,000 calling stations while eliminating 6,000 less efficient legacy calling stations. • Led 200-person facility management organization to achievement of widely recognized success, reducing costs and improving service levels. Consolidated function from business units, benchmarked, reengineered organization structure and key processes instilling tight financial controls and internal client satisfaction focus while reducing operating cost per contact center seat every year, reducing capital cost per seat by 40% and improving utilization by 10.5%. Show less

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  Lytle Consulting, LLC

  Oct 2005 - Aug 2015

  Project Management Consultant

  Business performance management services including process reengineering, measurement system improvement and project management.•Managed the successful initial accreditation of two law schools by establishing a comprehensive project plan and facilitating the contributions of subject matter experts.•Promoted the sharing and adoption of best practices across three semi-autonomous Law Schools, supporting the successful start-up of two new schools, by facilitating best practice teams in key functional areas.•Hired by primary client - InfiLaw Corporation Show less

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  The InfiLaw System

  Sept 2015 - Apr 2019

  Director of Academic Outcomes

  Established a culture focused on continuous improvement by customizing established quality management tools, providing just-in-time training, promoting the sharing of best practices, recognition, and providing effective project management. •Significantly improved key academic outcomes as measured by a 39-percentage point increase in bar exam pass rates by conducting comprehensive data analytics to identify innovations.•Aligned performance evaluation with strategy by improving and automating the faculty evaluation process across three law schools by facilitating teams of faculty thought leaders at each school. •Led the negotiation and implementation of a comprehensive, performance-based vendor agreement, saving over $1 million annually by facilitating a team of subject matter experts across three law schools. •Developed key performance metrics and balanced scorecard used as the basis for bonus achievement by linking strategic initiatives to appropriate measures. Show less

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  Lytle Consulting, LLC

  May 2019 - now

  Project Management Consultant