Resume

CASS PURSELL
Email: cpursell@gmail.com

PROFESSIONAL EXPERIENCE

Resurgent Capital Services, Cincinnati OH (February 2007 to present)

Director of Quality and Process Improvement

Outsourcing Solutions Inc., St. Louis, Missouri (January 1998 to 2007)
OSI, employing 6,200 employees, is a $488 million provider of strategic receivables management services that link a company’s cash flow objectives with credit management policies from the beginning to end of the credit cycle.

Senior Director of Quality and Process Improvement

• Overseeing implementation of the blueprint for centralizing the Quality function.
• Reviewing and solidifying alignment of all key programs and processes with organization’s critical success measures.
• Consolidating organizational approach to managing the AM process.
• Formalizing alignment of business-critical AM and MOS processes.
• Overseeing implementation of enterprise-wide auditing program.
• Overseeing implementation of enterprise-wide call monitoring program.
• Creating development program for Green Belts and Black Belts.

Director of Quality and Process Improvement

• Provided oversight and professional development to quality practitioners in all nine of OSI’s industry groups.
• Developed blueprint and business case for the centralization of the Quality function at OSI.
• Managed the development of enterprise-wide and industry/client-specific critical business practices.
• Developed blueprint for implementation of comprehensive, enterprise-wide auditing program.
• Developed system for centrally housing business practices documents and a strategy for implementing broader Knowledge Management concepts and processes.
• Oversaw the development of comprehensive auditing and reporting program in support of OSI’s two critical processes: MOS and AM
• Worked with internal solutions team to design and develop automated solutions in support of MOS and AM processes.
• Conducted large-scale RFP process for a call recording vendor, resulting in the development of a strategic relationship between OSI and Witness Systems.
• Developed business process scorecards used to drive OSI’s monthly Level 2 (CEO) and Level 3 (COO) business process reviews
• Acted as Lean Six Sigma Black Belt for Human Resources Self Services project, carrying average annual projected savings of $3 million
• Acted as Lean Six Sigma Black Belt for the OSI Automated Letters project, carrying projected savings of $250,000 annually.

Quality Manager, OSI Telecommunications and Utilities Industry

• Provided Quality oversight to sites in Charleston, SC; Sacramento, CA; Montgomery, AL; and Pittsburgh, PA.
• Project-managed the implementation of the call quality management model developed in Charleston at each remaining Telecommunications/Utilities site.
• Directly managed the production and accuracy of the industry’s quality group.
• Served as Black Belt and Project Leader of Customer Experience Management team (CEM) that successfully reduced operating expenses by $1.9 million via an Inbound Call Reduction process.
• Developed call quality improvement process based on the use of sigma calculations to correlate call quality performance with Liquidation and Customer Experience performance.
• Performed coaching and development, specific to quality issues, of on-site quality personnel.
• Developed and maintained metrics monitoring business unit/process performance.
• Assisted business units in setting goals and target ranges for metrics identifying when corrective action is required.
• Performed value-added process analysis and recommended methods to eliminate or reduce cost.
• Developed and implemented an industry-focused program of Recognition and Reward. – Developed method of measuring the program’s impact and level of success.
• Developed and implemented industry-focused Employee Survey program.
• Provided business case justification and conducted cost benefit analysis for process improvement tools and action plans. Project Leader of four-month Witness Systems eQuality pilot program that identified dollar benefits by analyzing the reduction in the variance of representative production.
• Facilitated the use of Quality concepts and tools throughout the industry, including the introduction of Cost of Quality techniques to better understand the value of improving call quality in a collections environment.
• Acted as Black Belt and co-Project Leader of OSI’s $2.2 million Six Sigma RPOC project.

Manager of Quality Assurance and Documentation, OSI Charleston/Sacramento

• Managed ten-person Quality Assurance Department in the 800-900 FTE OSI-Charleston call center.
• Managed six-person Quality Assurance Department in the 500-600 FTE OSI-Sacramento call center.
• Designed, implemented, and developed quality assurance processes in a call center environment.
• Developed processes for measuring both internal call quality and customer perceptions of service quality.
• Developed processes for measuring the cost and makeup of inbound calls.
• Developed processes for correlating quality assurance data with key operations metrics, allowing cost/benefit analysis to be conducted on quality assurance measurements.
• Developed data collection and analysis tools to complement the sites’ “Scoreboard” metrics system.
• Developed method and procedures (M&P) compliance testing process which improved M&P compliance 350%.
• Managed nine-person Documentation Department supporting four call centers in a deadline-intensive environment.
• Managed workload distribution for all documentation written to support call centers in Charleston, South Carolina; Valley View, Ohio; Salt Lake City, Utah; and Sacramento, California.
• Facilitated the transition of all written documentation from hard copy to online format two months ahead of deadline.
• Developed and conducted retraining classes for front-line personnel based on quality assurance monitoring data.
• Developed and maintained the Executive Complaints database, a Microsoft Access database that provided reporting and analysis capabilities of deliverable and service errors for Charleston and Sacramento.
• Conducted detailed analysis of complaint events to identify process gaps and assist the business units in developing corrective action plans addressing the root cause of the reported issue. Successfully improved the Executive Complaints process from 3.5 to 5.5 sigma.

Cambar Software (December 1995 to December 1997)
Charleston, South Carolina

Quality and Training Manager
Oversaw beta testing program for warehousing software. Provided technical writing expertise in support of software developed for managing warehouse environments. Developed company’s quality assurance guidelines, process and procedure manuals, and training curriculums.

EDUCATION/TRAINING
Bachelor of Science: Business Administration/Finance
Central Michigan University, Mt. Pleasant, MI
Masters of Fine Arts: Writing
Warren Wilson College, Asheville, NC
Masters of Business: Business Administration, 2007
Auburn University, Auburn, AL
Training/Certifications: Leadership Management: Frontline Leadership – 1998; Lessons in Leadership – 1998.
ASQ Workshops: Introduction to Quality Management – 1999; Continuous Improvement Methodology – 2000; Implementing and Improving Quality Cost Systems – 2000; Performance Excellence Through Quality Management – 2001; Integrating Statistics in Strategic Planning – 2001; Six Sigma Breakthrough Strategy Overview – 2001; Quality Cost Principles – 2001.
Center for Quality – Midlands Technical College: Statistical Analysis for Process Improvement – 2002; Statistical Method Series Certificate Program – 2002; Six Sigma Methodology Series Certificate Program, Enrolled 2002.
Pivotal Resources Black Belt DMAIC Training – 2002; Certified Six Sigma Black Belt
ASQ’s Foundation in Quality Learning Series: Certified Quality Manager Self-Study coursework – 2001-2002.
ASQ Certified Quality Manager – 2002
Project Management Professional (PMP) – 2002
Certified Six Sigma Master Black Belt – 2004

INFORMATION TECHNOLOGIES PROFICIENCIES

• Minitab 13 for Windows
• RoboHelp – Help authoring tool
• Microsoft Windows 95, 98, 2000, XP, XP Professional; Microsoft Office 95, 97, 2000 (Access, Excel, Word, Powerpoint, Project, Publisher, Team Manager, Visio)

ASSOCIATIONS AND MEMBERSHIPS

• Society for Technical Communication (STC)
• National Writer’s Association (NWA)
• American Society of Quality (ASQ)
• American Productivity and Quality Center (APQC)

REFERENCES – EXCELLENT REFERENCES AVAILABLE ON REQUEST