Brad Utter Email & Phone Number

Minneapolis, Mn, Us

Louisville, Kentucky, Us

-$60MM Annual P&L-Support for 14M contacts annually -2500+ FTEs across 13 sites globally-Improved NPS by 39 basis points from 2019 to 2022 through process improvements and development of self-service channels-Led initiative to move on and offshore teams to Work at Home enabled environments while continuing to improve engagement and inclusion -Owns vendor management and contracting for back office functions, including claims, contracting and credentialing

Louisville, Kentucky, Us

Louisville, Kentucky, Us

New York, Ny, Us

Leads a multi-site team of 100+ Customer Service Associates responsible for delivering a positive customer experience across Voya Group Insurance product lines. • Migrated contact center to Genesys IVR and Interactive Recording platform, paving the way for self-serve and omni-channel interactions• Chairs Employee Resource Group for Minneapolis site, responsible for fostering a culture of inclusion• Launched new site in Phoenix Metro area to more effectively service West Coast customers• Maintains a 90% Employee Engagement score by promoting a culture rooted in recognition, trust and respect

Mondovi, Wi, Us

Led project, support and operational verticals for centralization of Midwest Dental patient experience touch points.• Transformed Patient Experience Center from a cost center into a profit center by implementing a strategy focused on growing patient base while continuing to improve patient retention and loyalty• Accomplished organizational goal of centralizing operational support of 200+ Midwest Dental clinics nationwide• Led Workforce Management, Quality Assurance, Knowledge Management and Operational teams dedicated to serving patients in their scheduling and billing needs

Minneapolis, Mn, Us

Leads team of forecasters, schedulers and analysts with a goal of creating staffing efficiency and effectiveness across multiple lines of business. • Owns forecasting strategy for three multi-skilled contact centers• Leads, develops and engages team of Scheduling, Forecasting and Real Time Analysts• Point of contact for all Business Continuity Planning and Crisis Management efforts

Minneapolis, Mn, Us

• Owns contact center performance and quality across the Target retail vendor network• Leads, develops and engages team of Vendor Performance Analysts• Focused on growth and execution of strategy to improve contact center survey and quality results across channels (voice, chat, social media & email)

Minneapolis, Mn, Us

Led projects to support Target Store and Target.com vendor contact centers. • Owned migration of over 3,000+ agents across eight different vendors to the SalesForce.com CRM platform• Developed strategy to onboard a Social Media contact center vendor, allowing Target to engage with social media guests 24/7• Led technical and contractual work streams to integrate a new vendor, with presence in both Mexico and the Philippines• Worked with internal and vendor business partners to expand Target’s chat program on Target.com• Acted as point of contact on the Global Operations team during business disruptions and crises

Minneapolis, Mn, Us

Led team of 12-20 team members in a multi-channel contact center environment.• Consistently ranked in the top 5% of the company in the leadership favorability index for survey results• Owned business relationship with healthcare and grocery partners and collaborated on strategies to improve contact center performance in those categories• Managed the Guest Relations Social Media team and expanded team to support Twitter, Target Canada and multi-lingual (French and Spanish) contacts• Led project to migrate Social Media team to Spredfast, a new CRM for social contacts• Established track record of developing and promoting team members, both within the department and across the organization

Minneapolis, Mn, Us

• Led team of 12 team members as steps were being taken to sunset the department o Designed and rolled out a revamped set of productivity standards to keep the team engaged o Actively developed team members to assist in their placement in future roles• Recorded departmental processes to transfer ownership of critical functions to internal and vendor partners• Worked to onboard the new vendor and went onsite to ensure a successful handoff

Minneapolis, Mn, Us

• Developed and executed project to decrease fee reversals by 17% without compromising quality or collections goals• Built and facilitated training curriculum for new hires and tenured agents• Led teams of collectors while their leaders were on alternate assignments or leaves• Actively involved in the Volunteer Council and successfully increased participation

Minneapolis, Mn, Us

Contact center environment for both inbound and outbound collections calls. • Regularly recognized for quality of calls and for efficiency metrics• Acted as a peer mentor to new hires and assisted with onboarding • Consistently ranked amongst the top 10% of Credit Advisors company-wide

Bachelor'S Degree, Business Administration And Management, General

Business Administration And Management, General