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Rich M. | Elance
 
176985602337900
Last Sign-in: Feb 10, 2009

Rich M.

Holistic Organizational Development
   United States
  |   Bend, OR

Overview

Innovative professional with background and experience in strategy development, project management, administration, building organizations, leading teams, brand development, change management, corporate education, outsourcing, and customer research in the telecommunications, non-profit, and airline industries.

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Skills (10)

Tested
Helpdesk
Microsoft PowerPoint
Business Writing
Editing
Computer Skills
Management Skills
Microsoft Word
Organizational Behavior
Email
Human Resources

Service Description

I am a freelance consultant with over 20 years experience in the airline, telecommunications, non-profit, and business development industries.

I have extensive background leading teams, corporate education, human resources, change management, sales education, outsourcing and vendor management, project management, leadership development, and customer research.

Read my customer experience blog at: http://richmclafferty.wordpress.com/

Customer Experience strategy and implementation development
Call Center Development
Leadership Program Development

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Employment

Boost Mobile (Prepaid Division of Sprint Nextel)
Director Customer & Employee Experience
2006 - 2007
Responsible for the end-to-end customer experience strategy to improve customer loyalty, grow the base, and reduce overall operating costs. In addition was responsible for employee development,...
Nextel Communications
Regional Manager - Vendor Management
2001 - 2006
Developed call center vendor management programs for a new outsourced customer service operation including training and development, quality assurance, brand education, and contract...
Nextel Communications
Sr. Manager Training & Development
1999 - 2001
Built a team of 18 multimedia and instructional designers for the creation of a new blended learning approach for the customer contact center initial training program, assessments, continuing...
US Airways
Manager Sales Education & Development
1998 - 1999
Co-developed the design and restructuring of the global sales department that resulted in producing a more effective sales team, and helped recapture key account base. In addition, designed the...
Archdiocese of San Francisco
Director of Client and Volunteer Services
1997 - 1998
Key Achievements -Maximized volunteer retention rates through redesigned volunteer management program. -Formulated a new budget that increased annual savings and allowed the organization to place...
American Airlines
Various Positions
1989 - 1996
-Associate Coordinator Developed technical and marketing training for customers who sold their products and services through the American Airlines SABRE GDS. Flight Service Manager Supervisory...

Education

New College
Master of Arts Humanities and Leadership
1996 - 1997

Keywords

Customer Experience
Customer Service
Call Center
Leadership Development
Training & Development
Strategy Development
Outsourcing
Vendor Management
Corporate Education
HR / OD
My Snapshot
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Elance Level
Level represents activity and experience on Elance. Freelancers start at Level 1 and achieve higher levels through their work. A higher "Level" indicates greater earnings, ratings and other achievements on Elance. Learn More »
  • 12 months
  • Lifetime
Jobs
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0
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Clients
Total
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Identity
Username
richmclafferty
Type
Individual
Member Since
August 2008
Elance URL
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Rich M. | Elance

Rich M.