As an experienced Operations and Contact Center executive with industry experience in healthcare, telecommunications, financial and professional services, I am known for developing innovative solutions that scale yet simplify multi-site and off-shore operations (BPO). I have led teams of up to 700 staff, successfully negotiated collective bargaining agreements, and replaced multiple front-end applications with a single enterprise solution (Salesforce).I am best known for identifying performance gaps, developing, and implementing technology enablers which ensure sustained operational and company performance. I have a track record of effectively reducing expenses while meeting and exceeding critical operational KPIs.My leadership approach is simple, build strong teams based on trusting relationships through listening, engaging, mentoring, and upskilling staff. The business results soon follow. I am at my best when I am forming key alliances, leading transformational change, and building high performance teams.I am always interested in discussing interesting projects and opportunities or simply to network. Specialties include:Contact Center OperationsContact Center Technology Claims OperationsOperations TransformationStart-UpsKPI Development BPO Vendor ManagementP & L ManagementCollective Bargaining UnitsI am open to opportunities in the New York City Metropolitan area as well as remote opportunities.
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Senior Director Of Bpo OperationsAltice Usa Jan 2022 - Jun 2023Queens, New York, UsSenior Vendor Management leader responsible for the oversight and day to day performance of 4,000 agent's, 18 million calls, 15 sites and multiple BPO partners. -
Vice President OperationsEmblemhealth Sep 2017 - Apr 2021New York, Ny, UsEnterprise Customer Service Delivery Executive responsible for leading a team of 700 employees and a budget in excess of $60 million. Oversight includes; Call Center Operations, Quality, Training, Workforce Management and BPO Vendor Management. -
Director Of Claims OperationsCarefirst Bluecross Blueshield Jan 2013 - Aug 2017Baltimore, Md, UsDirected a multisite claims operations unit reporting to the Vice President of Claims with oversight of 125 staff, including two direct reports, and a $10M annual budget. -
Director Of Medicare Supplemental OperationsBlue Cross And Blue Shield Of Illinois, Montana, New Mexico, Oklahoma & Texas Aug 2010 - Jun 2012Chicago, Il, UsReported to the Senior Vice President of Operations overseeing 125 staff, including three direct reports, and a $10M annual budget. Accountable for day-to-day management of four operational centers. Created SLAs, benchmarks by process, and daily operational reporting. -
Director Of OperationsJpmorgan Chase & Co. Jan 2003 - May 2010New York, Ny, UsResponsible for the day-to-day management of a 125-seat operations center focused on HSA customer and client service, staff development and finance with operations on-shore and off-shore. $10 million operating budget.
David Baum Education Details
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University Of PittsburghBachelors
Frequently Asked Questions about David Baum
What is David Baum's role at the current company?
David Baum's current role is Vice President Operations | Vice President Contact Center | Operational Excellence | Change Management | Claims VP.
What schools did David Baum attend?
David Baum attended University Of Pittsburgh.
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