Lawrence Birch

Background

About Lawrence Birch

Highly skilled, results-driven management professional with 20 years of diverse leadership experience in fast-paced telecommunications, healthcare, insurance, and banking markets. Consistently achieved or exceeded goals, KPI’s, and performance expectations by 10-20%+. Contributed to call center operations involving agents and $2+ billion in annual revenue. Outstanding communicator and negotiator with the ability to influence key decision makers, partners, and stakeholders. Managed diverse performance improvement, process automation, and cost reduction programs and initiatives that saved up to $50 million in annual costs. Strong work ethic and business acumen with excellent problem solving, critical thinking, decision-making, analytical, strategic decision-making, time management, mentoring, and leadership skills. Areas of expertise include: Customer Care / Call Center Operations, Workforce Management, KPI’s, Dashboards & Data Analytics, Data Management, Business Intelligence, Performance Management, Team Building & Development, Customer Experience, Continuous Improvement, Forecasting & Scheduling, Budgeting & Finance, Process Automation, Cost Reduction, Disaster Recovery, Operational Reporting, Project Management, Forecasting, Long-Term Planning, Business Continuity, Operational Efficiency, Process & Workflow Optimization, and Enterprise Reporting.