Charles Farrington Email & Phone Number

New York, Ny, Us

New Haven, Ct, Us

New Haven, Ct, Us

* Co-Project Lead on 8x8 Cloud Telecom implementation (selection of vendor, development of business requirements, uat) implementation has brought the introduction of callback queue, CSat surveys within body of the call, voice analytics. Replaced a 21 year old Avaya system* Led the Insurance Operation team through a rapid WFH model during initial stages of COVID. Secured soft phones for call center personnel, set up procedures for back office and secured ability to service clients within 36 hours of decision to have all colleagues work from home.* Implemented QA program focused on quality of customer experience and security of data. Within 2 months of implementation - scores were on the rise and leveled at low 90’s%* Increased FCR by 25% - eliminated culture of “throw it over the wall” to next colleague. Implemented additional training for staff, focused on top calls types and added fan’s to ivy* Implemented Work Force Management system - following implementation of 8x8 system - partnered with Calabrio on putting in WFM system to assist with daily shift schedules, call trends/forecasting and staffing assumption levels* Part of One Member Project Team focused on delivery of new CRM, Customer Portal and Customer 360 view

Steer all aspects of business operations as owner of a boutique consulting firm specializing in optimizing business operations for startups. Built firm focused on designing business requirements, user acceptance testing, training and implementation support for technology solutions. Defined business model and organizational structure, including roles and responsibilities, skills definition and team hierarchy. Facilitate execution of process improvement initiatives. Develop and grow pipeline of prospective opportunities.• Consulted on a CRM review and delivered recommendations on implementation for a dental lifestyle brand in California. Performed website reviews and SEO optimization. Reviewed and recommended best fit for a CRM implementation.• Aided Australian apparel company focused on shoes and outdoor living, assessing their messaging on social media and creating fresher, contemporary branding. Improved keyword optimization and integrated back end web information to facilitate ability to search, select and purchase in real time. • Delivered top to bottom assessment of new hire training module for a local insurance agency focused on providing superior customer service and retaining recruited talent. Focused on colleague retention and development of colleague recognition program.• Facilitated local business focused on pet care for high-end clientele with the development of an onboarding training module, colleague coaching touch points and establishment of client acquisition costs.

Led team of 500+ across five call/contact center sites in the US and Philippines with 3.9M inbound calls annually from clients and agents. Managed a $21.9M annual budget encompassing Contact Center, Training and Quality across Nashville, Houston, Springfield, IL and Manilla locations• Modified onboarding process and educated staff on aspects of the work early in the screening process, increasing staff from 325 to 600 individuals during a hiring ramp up. • Generated $3.5M in added paid premiums through partnering with Sales Organization on the creation of a lead referral program. Developed and implemented program which qualified leads and directed calls to a licensed broker for close of sale.• Achieved productivity gains of 25% by reducing Average Handling Time (AHT) and Average Speed of Answer (ASA).• Boosted colleague retention by 20% through creation of a tiered progression program. Introduced work from home options for top production staff. • Increased First Call Resolution (FCR) by 30% against baseline, resulting in $400K in annual cost savings. • Launched technology upgrade, increasing Interactive Voice Response (IVR) containment from 10% to 30% within first quarter of upgrade, enabling routing of an additional 30% of calls without the call going to the floor. • Coordinated implementation of voice analytics to match up inbound calls with reps based on keywords or complexity of call.• Introduced Knowledge Management software to support training modules for new hires and continuing education for all colleagues.• Led workshops on understanding the “Customer Journey” focusing on Customer Experience / Net Promoter Score initiatives.• Propelled colleague satisfaction ratings and retention by partnering with HR, Recruiting and Training on redesigning onboarding activities for domestic and offshore staff.• Served as Executive sponsor of AIG Young Professionals.

New York, New York, Us

VP-Chief of Staff, US Client Support Operations (2010 – 2012) | VP, US Client Support Services (2007 – 2010) | AVP, US Client Support Services (2003 – 2007) Oversaw and developed team of 300 in call center and back office operations in eight sites across the US while managing a $18.5M budget. Established goals for staff aligned with corporate objectives. Supported MD in charge of centralized operations, coaching on staff communications and delivering presentations on value-add benefits of Marsh’s services.• Built and fostered relationships with 60 local office leaders, surpassing organizational goals.• Grew from 5 to 300 people between 2005 and 2008 by demonstrating how centralized team could improve service level metrics (SLA) from (5+ days to 4 hours) through implementation of standardized processes, skills-based routing, training and introduction of CRM. • Spearheaded initiative incorporating 10M+ in annual volume into a centralized environment. • Created Project Management & Analysis Team focused on “in-flight” initiatives impacting service level, productivity, forecasting and staffing allocation/projections.• Played key role as National Relationship Leader, liaising between Centralized Project Team to senior management and frontline colleagues leveraging subject matter expertise of products and systems along with navigation of political climate.• Slashed operational costs by $2.25M after successfully consolidating over 1.4M locally produced transactions across seven disparate service centers into one centralized location. • Served as Chief of Staff to MD partnering with senior leaders within organization and working on strategic direction of business unit.

Chicago, Illinois, Us

Managed a three-state territory for CNA, a leading property & casualty insurance company headquartered in Chicago, IL and cultivated key account relationships for outside sales force. ➢ Designed and led a management training module which fueled a 20% increase in outbound call production and a 15% increase in variable life sales over a two-quarter time-period. ➢ Isolated duplicate roles and freed 10-15% capacity per-day for each sales representative while improving information exchanges between the sales and service departments.Technology/

Responsible for the start-up of a client operation center for First Variable Life, a wholly-owned subsidiary of Irish Life of North America based in Oak Brook, Illinois. Managed 30 call center employees across multiple locations in the customer service, licensing and conservation departments. ➢ Vendor evaluation, selection and implementation of call center technology.➢ Introduced metric reporting which ultimately lead to detailed call forecasting as well as ability to review KPI's.➢ Created and conducted two week training course for all new hires to organization addressing insurance fundamentals, customer service and fund transfers.➢ Achieved 90% customer satisfaction results through utilization of call monitoring and performance feedback technology.Technology: Avaya, ACD, IVR, Skills based routing.

Boston, Ma, Us

Directly supervised 15 customer service representatives providing direct customer support of life insurance products and services at John Hancock Financial Services in Boston, MA.➢ Achieved 98% customer satisfaction rating.➢ Member of UAT team that designed and tested Voice Response Unit (Automated Values).➢ Established and monitored all key performance metrics for team.➢ Worked with both Variable Life Insurance & Variable Annuity products.Technology: Avaya, TCS (TeleCenter Systems), CRM, MS Office