Dave Rosenfeld Email & Phone Number

East Hartford Ct

South Windsor, Connecticut, United States

Remote

Oversee all operations of healthcare call center providing patient care, scheduling and healthcare communication services for hospitals and medical groups with a commitment to creating and maintaining a best in class experience for patients, clients and teammates. Elevated the overall customer service culture of the Call Center by ensuring both staff and call center leadership represents and embraces a patient first, “Make Momma Proud” mentality.  Worked collaboratively with Senior… Show more Oversee all operations of healthcare call center providing patient care, scheduling and healthcare communication services for hospitals and medical groups with a commitment to creating and maintaining a best in class experience for patients, clients and teammates. Elevated the overall customer service culture of the Call Center by ensuring both staff and call center leadership represents and embraces a patient first, “Make Momma Proud” mentality.  Worked collaboratively with Senior leadership on call center systems development, assessment, and maintenance. Developed and implemented procedures to insure productivity and quality metrics were consistently met and exceeded. Engineered 21% improvement in agent productivity in first 18 months. Hands on coaching, mentoring, and personal development of call center leads, assistants and agents. 75-80 agent average Created reporting tools for KPI tracking and analysis to monitor and forecast call center productivity and adherence to client SLAs. Show less

Ansonia, Connecticut, United States

 Oversee all of the daily operations of the store, with direct responsibility for Homegoods. Manage the store’s employees, including hiring, firing, performance evaluation, assigning duties and responsibilities.  Elevated the overall customer service culture of the store by ensuring the staff represents and embraces a customer first mentality.

Wallingford Ct

 Developed a new service model for startup mail order pharmacy business.  Achieved all KPI metrics after implanting new training program. Hired, scheduled, and trained call center staff, as well as pharmacy staff for Madison and Norwalk locations. 20-30 agent average. Developed operational processes and training modules relating to the day to day running of the business.  Designed and implemented standards and metrics for performance management, in addition to HR policies… Show more  Developed a new service model for startup mail order pharmacy business.  Achieved all KPI metrics after implanting new training program. Hired, scheduled, and trained call center staff, as well as pharmacy staff for Madison and Norwalk locations. 20-30 agent average. Developed operational processes and training modules relating to the day to day running of the business.  Designed and implemented standards and metrics for performance management, in addition to HR policies relating to call center attendance, time off, and behavioral expectations. Show less

 Developed strategic long-term plan as well as short term plan for the execution of all Call Center operations. Managed the day to day operations of a 200+ agent Sales and Service Call Center. Planned and managed a complete rebuild of the CSR Training Program including design of a new selling module resulting in 200 basis pt improvement in sales conversion. Recruited, coached and trained team of 13 junior and senior managers.  Created and rolled out staff development… Show more  Developed strategic long-term plan as well as short term plan for the execution of all Call Center operations. Managed the day to day operations of a 200+ agent Sales and Service Call Center. Planned and managed a complete rebuild of the CSR Training Program including design of a new selling module resulting in 200 basis pt improvement in sales conversion. Recruited, coached and trained team of 13 junior and senior managers.  Created and rolled out staff development programs enhancing employee engagement, service, knowledge, skills, and morale. Show less

South Windsor, Connecticut, United States

 Initiated a total review of all current Call Center processes for improvement.  Achieved vastly improved Call Center KPI visibility thru development of a new custom reporting process. Developed a new Scheduling Model to improve forecasting of staffing needs for 200+ person Call Center.

Meriden, Connecticut, United States

 Developed and implemented the budget for all marketing events for Bobs Stores and Eastern Mountain Sports. Proactively reduced costs on existing programs in order to initiate new programs (social media, paid search, banner advertising) Lead 1:1 and group meetings with Senior Stakeholders to review budget status and recommendations. Worked directly with merchandising staff and top 25 vendors to negotiate cooperative advertising programs resulting in 28% increase in vendor… Show more  Developed and implemented the budget for all marketing events for Bobs Stores and Eastern Mountain Sports. Proactively reduced costs on existing programs in order to initiate new programs (social media, paid search, banner advertising) Lead 1:1 and group meetings with Senior Stakeholders to review budget status and recommendations. Worked directly with merchandising staff and top 25 vendors to negotiate cooperative advertising programs resulting in 28% increase in vendor cooperative participation.  Managed all operational processes related to production and traffic. Results include a 50% reduction in cost over 4 years. Show less

Meriden, Connecticut, United States

 Researched, sourced, and contracted outside Six Sigma consultant to deliver training programs to all levels of the organization. Developed and implemented the company wide process improvement program to achieve breakthrough financial results while improving the culture of the organization. Monitored project progress, strategic initiative prioritization, and program status with senior management team. Delivered Program update presentations to home office, and senior management… Show more  Researched, sourced, and contracted outside Six Sigma consultant to deliver training programs to all levels of the organization. Developed and implemented the company wide process improvement program to achieve breakthrough financial results while improving the culture of the organization. Monitored project progress, strategic initiative prioritization, and program status with senior management team. Delivered Program update presentations to home office, and senior management from other TJX divisions. Mentored all project leaders to ensure timelines are met while achieving financials goals of each project. Lead a cross functional project team. Financial achievements in first 2 years included GM$ improvement of $2.2 million, expense reduction of $2.1 million, and inventory reduction of $5.9 million thru redesign of core company processes. Results included restructuring of planning and allocations departments to better suit core merchandising competencies. Show less