Charles Farrington Email and Phone Number
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As a distinguished Operations & Client Success Leader, I bring a history of success steering large-scale operations, defining, developing and implementing processes, structures and initiatives that drive continuous revenue growth and improvement. I leverage tactical and strategic leadership abilities coupled with Lean and Six Sigma methods to transform operations by clearly identifying root cause, championing a client-focused mind set and fostering strong commitment to resolving issues. My background includes developing and managing high performance teams, applying strong mentoring, coaching and training to foster a cohesive and collaborative working environment. I contribute to business success through skilled resource management and consolidation to achieve significant increases in cost efficiency. Additionally, I possess strong communication and interpersonal skills, rapidly establishing positive and highly productive relationships with internal and external partners, clients and key stakeholders. 10020, 06101, 10601, 06824
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Head Of Customer ServiceKnights Of ColumbusNew York, Ny, Us -
Vice President Of Customer Service & Certificate ServiceKnights Of Columbus Insurance Jan 2023 - PresentNew Haven, Ct, Us -
Director Of Customer ServiceKnights Of Columbus Insurance Jan 2020 - Mar 2023New 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
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Operations Management ConsultantFarrington Consulting, Llc 2017 - 2019Steer 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.
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Vice President, Head Of Life Insurance Contact CenterAig Life & Retirement Company 2015 - 2017Led 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.
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Vp | U.S. Client Service OperationsMarsh 2003 - 2012New York, New York, UsVP-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. -
Inside Sales | Financial ServicesCna Financial 2001 - 2002Chicago, Illinois, UsManaged 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/ -
Operations Manager | Financial ServicesFirst Variable Life Insurance Company 1998 - 2000Responsible 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.
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Operations, Customer Service Team LeaderJohn Hancock Life Insurance Company 1997 - 1998Boston, Ma, UsDirectly 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
Charles Farrington Skills
Charles Farrington Education Details
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Bethel College - CompanyCommunications
Frequently Asked Questions about Charles Farrington
What company does Charles Farrington work for?
Charles Farrington works for Knights Of Columbus
What is Charles Farrington's role at the current company?
Charles Farrington's current role is Head Of Customer Service.
What is Charles Farrington's email address?
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What is Charles Farrington's direct phone number?
Charles Farrington's direct phone number is (888) 899*****
What schools did Charles Farrington attend?
Charles Farrington attended Bethel College - Company.
What are some of Charles Farrington's interests?
Charles Farrington has interest in Leadership, Business Process Redesign, Stakeholder Management, Metric Development, Management Reporting, Executive Presentations, Golf, Organizational Change Management, Data Analysis, Forecasting.
What skills is Charles Farrington known for?
Charles Farrington has skills like Change Management, Management, Performance Management, Process Improvement, Project Management, Operations Management, Property And Casualty Insurance, Cross Functional Team Leadership, Business Process Improvement, Strategic Planning, Insurance, Training.
Who are Charles Farrington's colleagues?
Charles Farrington's colleagues are Douglas Hagedon Ii, Ficf, Mark Nofsinger, Maria Urrutia, Valence Joseph, Vincent Polis, Kevin Ross, King Earl.
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