Christine B. Fallon Email & Phone Number

Boston, Ma, Us

Leading and managing the operations of the Digital Health and the end user experience of our Connected Care program. Provide exceptional service and a unified patient experience. A combination of traditional contact center leadership along with digital health connected care technologies. Involving strategic planning, team leadership, technical optimization and a deep understanding the needs of patients and providers.

Boston, Ma, Us

As the manager of the digital health customer service team, I joined BCH in the midst of the Covid pandemic, quickly consolidated two hastily patched together customer service support teams and built, from the ground up, a digital health technology operation to support the virtual-visits and patient monitoring platforms and patient portal. Leading a team of 20 technology support professionals, I leverage my prior experience and success in implementing workforce management processes; training, developing, and engaging employees; and spearheading projects to improve systems/processes and ensure delivery of best-in-class virtual services and equitable patient access.Impact to date includes:  Facilitated cross-training and put in place tools for documenting and tracking employee performance Developed and applied quality assurance standards/practices and metrics that were recognized as models for other support operations Mapped the customer journey; monitor, identify and address gaps, and facilitate diversity and inclusion for broad patient demographic Simplified the technology and streamlined processes by transitioning existing Zendesk platforms to JIRA Service Desk and Cisco Conceived innovative approach to assisting patients with accessing and using the patient portal by appointing and training a team of digital health navigators who set-up patient accounts onsite prior to discharge

Basking Ridge, Nj, Us

I was hand-picked for this position, resulting, in part, to my success in creating a culture of engagement and collaboration at multiple customer service and sales call centers. My team consisted of 175+ employees supporting two call centers (one in Providence, RI and one in Lowell, MA). This included managers, technical customer support agents, and field technicians/remote workforce.In the two-plus years leading up to a corporate restructure, my team and I accomplished the following: Team performance improved to #1 spot (up from #4)$10M additional revenue in a single year from sales referrals Positive ratings on customer experience surveys increased from 79% to 90% Employee absences decreased; employee engagement increased – cost savings to one center of $100K+ in single year. 230 managers across all centers in the region took advantage of Tech Talk educational forums that I developed and launchedMy success tool kit included: performance metrics, one-on-one coaching, peer-to-peer product training, quarterly performance evaluations, accountability standardsAlways one who believes in corporate social responsibility, I engaged center managers and supervisors in supporting volunteer efforts at local soup kitchen and organized teams from the Culture Club to make cards for a suicide-prevention group.

Basking Ridge, Nj, Us

Following the positive impact of my contributions as a team leader and sales support specialist, I was promoted to manage a customer service and sales call center. During this period, I transitioned between managing 4 different centers, including a specialized call center for customers with disabilities. At one point I had 8-12 management direct reports and oversaw a workforce of about 200 customer services and sales agents, including union/nonunion and remote workers. During this time frame, I created and implemented several performance improvement initiatives and programs focused on tracking/analyzing KPIs; engaging employees and developing leaders; and capturing/translating the voice of the customer into higher satisfaction and revenues. Two of my most impactful initiatives included an Employee Relationship Ambassador program that engaged a cross functional team of managers and employees in sharing best practices, improving processes, and strengthening communication; the other was a first-of-a-kind Culture Club that promoted collaboration and comradery between union and nonunion personnel.Always one who believes in corporate social responsibility, I engaged center managers and supervisors in supporting volunteer efforts at local soup kitchen and organized teams from the Culture Club to make cards for a suicide-prevention group.Following are just a few of my teams’ measurable achievements: Consistent attainment of $31.5M monthly/$378M annual sales objective. 30% reduction in repeat calls from customers and 10% improvement in customer retention 25% increase in voice of the customer results over 14 months 15% uptick in staff promotions 22% boost in customer adoption of a new digital product

Basking Ridge, Nj, Us

I was first promoted to Team Leader in 2001 and over the next 7 years moved between 3 offices, leading teams of customer service sales representatives (20-25 union employees). One of my primary functions was managing attendance records and benefits administration (e.g., FMLA, disability, vacation, sick leave). In 2008, I was selected by the area VP for a unique role as Sales Support Specialist. One of my biggest achievements in this role was the development and launch of a formal coaching to performance initiative. I created benchmarks, metrics, and a formal process for documenting employee coaching and development sessions. I trained team leaders and together we rolled it out to the 20 call centers in the Northeast region, engaging approximately 1,800 customer service sales reps.It was also during this time that I completed 16 hours of training to earn the title of Verizon Certified Trainer and Coach.Once the coaching to performance initiative took hold, I transitioned back to team leader for the year leading up to my next promotion.

Basking Ridge, Nj, Us

I launched my career with Verizon at a call center in Braintree, MA, directly assisting customers with account questions and promoting sales of various products. Exceeding all NPS and sales metrics.