Keith Sawyer

• Designed and implemented client reporting process that delivers reliable and accurate measures to requestors and provides an automated standard package • Created and lead five person reporting team that responded to over 1,100 requests for information in 2007 and provided expertise across a variety of complex measures. • Built scorecards and presentations for senior level executives that deliver statistical progress to operational and quality KPIs • Managed offshore team of eight reporting analysts

• Member of implementation team that created a new Request For Pricing (RFP) response process and developed a group of centralized estimation tools for consistency in pricing, staffing and budgeting. • Developed risk assessment tools across services to capture the drivers of implementation complexity through over 50 variables and provide their impact on effort estimates by functional roles and tasks. • Responded to over 75 Defined Contribution, Defined Benefit and Health & Welfare pricing requests from Q1

• Managed team of three analysts responsible for the forecasting and staffing of 5 call centers employing over 1,800 associates for 5 different lines of business. • Created implementation strategy for new clients, including the largest multi-practice client in Fidelity to date. Coordinate tasks amongst multiple contact points. • Recommended site allocation and space requirements. Develop long term plan to utilize current facilities and recommend strategies to balance load for contingency purposes.

• Designed and implemented a strategic forecasting process using time series regression methods and other drivers to project call volume and handle time for representative and automated channels. Consistently demonstrated an average error less than 10% per month using a two month time horizon. • Created a Client Focus Team (CFT) allocation tool that distributes volume and staffing for 4 different lines of business and over 100 clients. • Presented call center results to upper management

• Created strategic rep-oriented call volume forecasts for centers handling over 26 million calls per year. Used forecasting methods and business inputs to project volume for six functional groups. Consistently demonstrated average error less than 15% per month with a six month time horizon. • Produced statistical analysis and presented recommendations for a wide variety of management issues. • Designed and produced weekly and monthly reports detailing key call center statistics.

• Coordinated design and creation of a system that combined booked conversion data with call volume. Built the resulting reporting system that assessed the monetary result of call center marketing initiatives. • Analyzed call volume and product application trends of promotions, products, call centers, lines of business and specialists. Reported results and conclusions to clients across the bank.

• Created quantitative surveys and qualitative interview scripts for small management consulting group. • Compiled and analyzed the resulting data and presented key findings and final report drafts to partners.

Marketing Computers and Information Systems Entrepreneurship