Tim Fischer Email Address

BPO Leader and Senior Director of Operations State Government Services

The CUNA Mutual Group, www.cunamutual.com, is the leading financial services provider to credit unions and their members worldwide, offering insurance, investment and technological solutions through strategic relationships and multiple service channels. PLACEWARE AND THE PLACEWARE LOGO, IVAULT, AND WEB CONFERENCING ARE TRADEMARKS OF PLACEWARE, INC.

26 years of call center experience in Catalog, Utility and Student Loan and Healthcare environments with a strong background in project management and process development. Strong experience in collections strategy and web self-service strategy. Strong technical aptitude and statistical analysis. Several years of problem resolution experience. Present professional goals include becoming a black belt in Lean Six Sigma, implementing cost savings strategies across HP contact center envoronments, and becoming a leader in technological innovation relating to the affordable care act. Major accomplishments/experience include: - Developing student loan industry collaborative web site. - Awarded CIO Magazine's Top Educational Web Site two years in a row. - Recognized by Consumer Reports for developing one of the top 3 customer service programs in the United States. - Six Sigma Green Belt - Virent Systems (Blue Pumpkin) WFM administrator. - Developing customer information systems. - Executive level sales and training. - Creation of an industry specific credit rating system. - Implementation of customer service eCommerce strategy. Active participant in: - Society of Consumer Affairs Professionals (SOCAP) - International Call Management Institute (ICMI) - Univeristy of Wisconsin eBusiness Constortium - Wisconsin Call Center Manager's Association (wCCMA) - March of Dimes Systems knowledge: - Avaya, Aspect, NEC ACD/PBX Platforms - Aspect (formerly eShare/Melita), Avaya Autodialers - Aspect eCommerce Platforms (formerly eShare/Melita) - NICE Recording Software, NICE RTI - GMT Planet, Verint Systems (formerly Blue Pumpkin) WFM/Scheduling Tools - Lucent, NEC, Aspect, Avaya Phone Technology - COBOL and Java Programming Knowledge - Administration Experience with Blue Pumpkin WFM and Aspect Autodialer - Microsoft Office 97, 2000, 2007, 2010(Word, Excel, Publisher, Access, Outlook, etc.) - Lotus Notes - Many Emulation Softwares - Vista, NT, 2000' XP, 7, 2010 - Strong PC Aptitude