Healthcare Startup focusing on creating an end to end MSK concierge service

To ensure the smooth running of operational activities, I steer a talentedteam of 250+ employees, including QA, call center, workforce management, andlearning/development through close interaction with cross-functional teams.To initiate informed decisions in a timely manner, I formulate comprehensivereports and discuss them with Chief Executive Officer.For seamless execution of operational activities, I lead overall activitiesassociated with site performance and management.To meet desired objectives I plan and establish site goals and deliverstrategic guidance and methods through proper administration of recruitmentand performance administration.To determine the associated impact on Customer Experience, I manage andmaintain supportive employee culture.While serving as a core part of client onboarding and implementation teams aswell as subject matter expert for call center operations and methodology, QA,L&D, and workforce management I actively partake and chair organizationalweekly meetings with stakeholders to restructure essential processes andprocedures.A few of my major accomplishments include the following:• Formulated and managed $4.5M budget for contact center operations.• Increased sales by 40% through performance coaching and management that accounted for 80%of organizational revenue.• Created cross-functional platform and mentored agents towards advanced salestechniques by partnering with LinkedIn learning and building curricula. • Devised and deployed effective measurement dashboards, tools, and reportsfor tracking metrics on sales, adoption, and effectiveness of initiativestowards clients and executive leadership.• Created Executive transparency through the development of revenue, cost forecasts,Key Performance Indicators (KPIs)/Objectives and Key Results(OKRs) with aim of explaining success factors and driving change into actionable bottom-line outcomes.

Supervising and supporting the company in ensuring the smooth running of dailyoperations I directed multi-location call centers and headed a team of up to200 peers across healthcare demonstrations from state and federal government.By utilizing available resources I assigned roles and accountabilities ofstaff.To discuss KPIs and lessons learned, I coordinated with state/federal employeesweekly.A few of my major accomplishments include the following:• Deployed and single-handedly monitored four state contact center operationsfrom three different locations.• Shared best practices with a call center, CMS, and health department fordecreasing cost towards NY health plans.• Contributed to aid the company in developing the contact center budget forfour states, while all states operate separately.• Determined and proposed individualized training to staff to uplift continuousperformance as per state and federal guidelines.

To make sure the fulfilment of applicable regulation adhere to the federalgovernment Medicare program I provide leadership support and oversight to 100+customer service peers while appointing to plan and implement departmentalpolicies and procedures.Supporting the company in generating governmental bid documents I developed acall center budget as per requirements.Delivering coaching to professionals and initiating strategic action plans, Iexplored improvement opportunities and offered effective feedback.A few of my major accomplishments include the following:• Gained new contracts and proposed best value solutions to the government,electing to perform on several federal bid teams.• Nominated to interact one-on-one and in group settings with CMS Directors toshowcase call center best practice and approach to control related call centercontracts.

In this role I achieved the following milestones:• Minimized up-to 10% inaccurate reporting costs/time.• Headed 200+ employees across the customer service center.• Gained Top rank across the call center.• Achieved benchmarks from low performing group.• Received fast-track promotion for demonstrating exceptional performance.

Facilitated administration on priority escalated calls and VIP accounts and oversaw all aspects of more than 15 employees in a customer service atmosphere, including attendance, discipline, hiring, and pay.Trained staff members from one on one, to small groups, to department wide settings and executed Q&A sessions with managers, directors, VP's and Senior VP's concerning implementation, deployment and training.Accomplishments:Gained ranking in “Top Team in the Call Center,” promoting last place to first place in one month by live monitoring calls and giving immediate feedback directly after a call to establish good habits.Quadrupled sales output of team amid one month upon taking over from previous supervisor, by incorporating more employee feedback into one on one/team meetings and encouraging sales techniques to cater to each individual employee's style.Attained benchmarks from a low performing group through identifying tendencies of each employee and working individually with each staff member to find key motivators.

A few of my major accomplishments include the following:• Acknowledged as Top Rank team within six-months by guiding staff.• Boosted 3x sales output from current tech support department in first sixmonths.