JOEL MEEKER

4384 Tradewinds Drive Jacksonville, FL 32250

(904) 962-3369
jmf7ff50@westpost.net
PROGRAM LEADER a" CLIENT RELATIONS LEADER
Leading and improving performance through people, process and technology
PROFILE
Highly experienced business, business process operations and IT professional wit
h a record of developing and supporting solutions incorporating a wide range of
applications. Consistently recognized and tasked to improve organizational effic
iency with comprehensive business and technology expertise in defining solutions
, gathering requirements, and improving operations.
A skilled and professional leader who enjoys the synergies of idea exchange, col
laboration, and shared learning. A creative problem-solver with a strong interes
t in new technologies and approaches that is both customer and end-user focused.
Extremely reliable, possessing a strong work ethic, and a dedicated team player
.
a Technically savvy and a quick study in emerging technology, able to quickly as
sess and utilize the appropriate response to meet the specific needs of the busi
ness requirements. A welcome addition to any team, ready, willing, and able to f
unction in any role necessary to insure project success and on-time project deli
very.
a A natural mentor and motivator who thrives in environments requiring a tactica
l strategist and a big picture thinker. A collaborative team player or independe
nt contributor able to learn quickly, with proven ability at managing multiple p
riorities in fast-paced environments.

CORE COMPETENCIES
Program Management a Process Improvement a Business Requirements a Solution Desi
gn a Training
Business Intelligence a Metrics a Project Management a Change Management a Budge
t
Technology Enablement a Operations Management a Client Relationship Management

PROFESSIONAL EXPERIENCE
Insite Managed Solutions Jacksonville, FL 2010
Senior Consultant a" Program Leader
Provided hands on leadership and support in leading call center performance impr
ovement project including balanced scorecard design, workforce management optimi
zation, management development and training, quality monitoring process, front l
ine coaching improvement and recruitment and selection assessment.
a Implemented new balance scorecard to align staff and management goals, objecti
ves and compensation.
a Led 30 member team with seven sub projects supporting Direct TV inbound call c
enter.

Ceridian Minneapolis, MN 2009 to 2010

Global Program Leader a" Integration Project
Conducted SWOT analyses, VOC reviews, sales won-loss data and developed comprehe
nsive strategic plan to integrate separate divisions into one common operating m
odel for business development, product development, implementation, service deli
very and ongoing account management for HR, Benefits and Payroll services.
a Created a new organizational model and roles creating global process leaders f
or key functions and role standards and job descriptions for core service center
delivery and client management roles.
a Created strategic change plan to integrate and standardize four shared service
s centers, job descriptions, workflow, and metrics.
a Created new service delivery model design and standard technology and tool req
uirements.
a Supported first global implementation of HRO services.
Convergys Jacksonville, FL 1998 to 2008
Global Operations Support a" Standards, Compliance, Performance Improvement 20
07 - 2008
Led global expansion, operational readiness and improvements in new European and
Asian contact centers. Developed and implemented standard operational processes
, service level agreements, training and tools across twelve global locations in
the United States, Canada, India, Hungary, Spain, China, and Malaysia.
a Supported Global Operations Center(s) improving service levels, service delive
ry, compliance, leading process improvements and Six Sigma teams improving KPI r
esults 6% and reducing SLA penalties by $1,000,000.
a Developed organizational / individual performance dashboards, scorecards and e
nterprise alignment initiatives.
a Increased utilization of data and analytics in global operations achieving $5,
000,000+ in cost savings.
a Created business intelligence and metrics driven cultures saving $5 annual exp
enses.
a Led Global business continuity and SLA compliance and governance.
a Created standard processes and governance for core global human resource proce
sses and system requirements
Operations, Account Leadership, Project Management 2002 to 2007
Sold, contracted, implemented and operated business process and IT solution agre
ements to Fortune 500 corporations. Architected and implemented early design of
integrated shared services delivery model. Solutions included business process a
nd technology in human resources, insurances, healthcare and financial business
processes.
a Managed teams with up to 300 members and revenues of $40,000,000 annually. Cli
ents were Boston Scientific, GE, Honeywell, Fifth Third Bank, AT&T, and Xcel Ene
rgy exceeding 98% of performance metrics.
a Led new client and process implementations and project teams supporting transf
ormation projects with SAP, Peoplesoft / Oracle, Siebel, Plateau, WEB and IVR Se
lf Service solutions with an adoption rate of 80%.
a Managed service delivery and account management for client portfolio creating
and executing strategic and tactical plans in support of performance improvement
, customer satisfaction and client satisfaction.
Director Business Development, Sales, Product Development 1998 to 2002
American Transtech Jacksonville, FL 1994 to 1998
Call Center Operations
AT&T Federal Systems Vienna, VA 1988 to 1994
Senior Manager Customer Service Center 1992 to1994
Senior Manager Network Engineering Center 1988 to 1992
EDUCATION
Applied Behavioral Science National Louis University
Associate of Applied Science, Business Administration Northern Virginia Commun
ity College
CERTIFICATION
Six Sigma a" Working on PMP