Aaron Feinberg Email & Phone Number

New York, Ny, Us

St. Petersburg, Florida, Us

Vice President Operations involves overseeing the overall operational strategy, including managing the Contact Center, Claim and Adjudication, Field Services, Vendor Management, Data Management and Analytics, Customer Experience, Forecasting, Scheduling, Process Optimization, Plan Pricing, and Employee Relations. ▪ Created ground up Customer Experience Journey driving 54-point improvement in NPS.▪ Realized 25% gain in productivity through process reengineering and employee development▪ Negotiated dozens of partner contracts ▪ Deployed multiple QOS and social reputation management approaches and systems to drive positive customer sentiment. 4.3 on Trust Pilot.▪ Created and formalized distinct metrics within the operations.▪ Expert in on-site and remote workforce.▪ Created analytics and reporting dashboards for all service measures and operational cost models to allow the measurement of true profitability client.▪ Applied WFM expertise to create staffing and scheduling models to optimize customer service levels and efficiency by 20%. ▪ Delivered over $3mm in claims administration savings through claims optimization.▪ Led vendor to develop AI modeling on pricing and claims forecasting to increase pricing accuracy and standardize modeling.▪ Developed process automation for twelve distinct manual processes driving contact center handling times down by an average of 30 seconds per call.▪ Negotiated three distinct national vendor contracts resulting in a 10% reduction in overall pricing.▪ Performed statistical analysis on company data that revealed over $750,000 in over-payment to providers. Negotiated the recovery of these funds.

Owned and managed a gym. This company is now sold.

Edison, Nj, Us

As the Vice President of Process Operations, I spearheaded the management of various functions, overseeing a workforce of more than 200 employees. My responsibilities encompassed Operations, Human Resources, Talent Acquisition, Process Improvement, Training, and Quality. Throughout my tenure, I prioritized the implementation of efficient and sustainable processes, replacing ineffective alternatives or introducing new ones where none previously existed. ▪ Operations- Developed Center wide coaching, feedback and accountability program. Driving the following improvements: 45-65sec improvement in AHT, 15% improvement in transfer rates reducing redundant volume, 20% reduction in per call spend by associates due to proper coaching and development, improved employee attendance by 15% recovering over 10 lost FTE per month- - Set up daily, weekly monthly performance review discipline to effectively manage results.▪ Human Resources/Talent Acquisition- Developed employee relations, feedback, legal progressive discipline and documentation process, where none existed. Handled unemployment cases through proper documentation and process, developed process for managing FMLA/LOA practices to ensure legal compliance, Improved new hire retention by 50% annualized over historical average.- Acted as company escalation point for all concerns or grievances. ▪ Process Improvement, Training and QA- Designed, Implemented and managed new Case Management process. Reduced repeat call volume by 300K annually, reduced complaints by 20%. Savings of nearly 900k in the first year.- Completely redesigned level 1 and level 2 department training, to be on message and specific to the business. Driving a 25% improvement in speed to proficiency for new trainees by department.

Nashville, Tennessee, Us

Technology▪ Worked collaboratively with developer, IT support, project manager, and operations management to architect SideKick tool suite to improve associate experience, call handle time and customer experience.▪ Delivered 12+ specialized tools to drive improvement within key operational metrics. ▪ Achieved average handle time (AHT) reduction of 24 seconds, saving nearly $5M. ▪ Saved client 22M minutes in call time in 2015 while improving sales offer rates by 25%. ▪ Enhanced employee satisfaction rate by 20% and attained best in class NPS scores. ▪ Earned Service Excellence Award in Customer Service for tool suite design and performance. ▪ Managed additional projects, delivering savings of $2.4M.Operations▪ Assumed control of key project to reduce DirecTV AHT by 25 seconds and turn around failing program; drove $3M in cost efficiencies by identifying and resolving operational issues across several locations. ▪ Led major technology migration to new CRM program for Top 10 clients, generating 45 second AHT improvement and saved $500K. ▪ Improved operational efficiency and increased employee attendance by 3% saving $150K annually. ▪ Reduced employee attrition by 10% producing $500K in labor savings via standardized coaching efforts. ▪ Co-Led Technology Steering Committee delivering 3-year savings of $13.3M by leveraging technology.

Nashville, Tennessee, Us

▪ Directed new center opening including staffing, providing leadership, and managing HR; attained record setting performance for opening centers and surpassed performance of existing locations within 3 months. ▪ Exceeded tenure targets, enabling over $500K savings versus budget. ▪ Turned around failing contact center and led transformation to become premier center in organization. ▪ Improved attrition rates YoY including 150% (2004), 112% (2005), 104% (2006), 89% (2007), 67% (2008), 34% (2009); cumulative savings exceeded $1.1M. ▪ Increased employee attendance by 10.5% in first year, delivering annual savings of $250K. ▪ Led Steering Committees, realizing $2M in cost reductions and improved OSAT up to 80% for client. ▪ Obtained JD Power and Associates Certified Call Center status for 4 consecutive years. ▪ Introduced work from home model, impacting 2K employees and saving $3M+ in labor costs. ▪ Managed center level budget over $1M annually, regularly meeting or exceeding expectations. ▪ Served as main architect for Career Quest Program company-wide, implementing associate succession planning model; boosted employee satisfaction by 15% and company attrition by 1% and saved $1M.

Nashville, Tennessee, Us

▪ Decreased absenteeism from 10% to 5% equating to $350K in savings. ▪ Slashed AHT by 40 seconds, achieving $400K in financial benefit. ▪ Created technical call handling practices, improving claims rates by 10%. ▪ Attained $750K in recruitment and retraining costs via coaching and employee relations programs. ▪ Earned recognition as Motivator of the Month. ▪ Surpassed 90% quality measurement contractual requirement.

▪ Increased attendance by 4%, resulting in $400K in cost reduction. ▪ Developed management development programs, fostering employee growth. ▪ Attained attrition gains of 47%, leading to $600K in savings. ▪ Realized 90% Quality Scores

Merrimack, Nh, Us

Education record

Education record