- Job title: Director, Contact Centre Operations
- Country: USA
- Length of service: 15 years
When Tyler was asked to lead the Fleet Accident Program, his challenge was to develop a process that would reduce the cost of vehicle repair and get vehicles back on the road faster.
He saw that damaged vehicles were being directed to local body shops and sitting, with no sense of urgency, for longs periods, while costs for repair delays and storage fees escalated. By making process revisions, Tyler enabled a massive backlog in claims to be reduced. And with pure ingenuity he introduced a shared resource model that immediately lowered operating costs. The average repair cost per claim dropped $387 in less than a year.
Tyler’s ability to dissect a business and understand the drivers of an operation has earned the reputation as an exceptional operator. Not only does he understand how to improve processes, he also understands how to maximise performance by engaging his teams and creating a vision for success that they want to be a part of and help strengthen. Tyler’s 2018 climate index score was a staggering 99 out of 100. His collaborative spirit and keen business sense have delivered real cost savings and demonstrated the impact of inspiring leadership.