David Goodwin Email & Phone Number

Braintree, Massachusetts, United States

• Ensure efficient and effective day to day operations of the NPC• Hire, onboard, train, and mentor staff to maintain high patient service standards• Partner with telecom vendor and internal IT department to develop and coordinate new operational capability, and ongoing source volume of calls• Work collaboratively with clinic operations leaders to stay current on best scheduling and insurance handling practices• Establish KPI’s• Develop monthly, quarterly, and annual goals and action plans• Assist in the implementation and monitoring of new initiatives including scale and growth• Tracks data, including call volume, hold times, and abandonment rates. Review data daily, creates dashboards and tracking sheets. Shares data with staff and management.• Creates process improvements based on data and direct input from senior leadership

• Served as the senior level escalation point for call center operations and was responsible for responding to any operational issues• Implemented a weekly scoring system which provided regular feedback to the agents and identified training needs• Introduced a quality program to assist with trending of defects and agent performance• Identified process improvement opportunities that gained efficiencies without sacrificing quality• Responsible for identifying the root cause of customer complaints and implemented tools and techniques for improvements• Aligned the NOC policies and systems with the company objectives and worked with internal customers to understand the impact of any changes• Responsible for continuous process improvement and innovation of NOC functions including building business cases to introduce new technologies and approaches while acting as a subject matter expert in selection and implementation processes.• Identified trends, determined root causes, and initiated appropriate actions to resolve issues. Implemented tools and techniques for improvements.

• Managed a multi-operational telephone, Priority Response and Correspondence unit for 3 states to assist with transfers and sales• Tracked and handheld Executive level inquiries to ensure that the highest level of service was provided as point person for Executive level complaints to include researching issues, negotiating amicable resolution and providing a root cause analysis to identify trends• Supervised the development and achievement of departmental goals by reviewing KPI’s and seasonal trends while ensuring alignment with company goals• Provided leadership to Managers, Team Leaders and department personnel through 1 on 1 mentoring and classroom presentation training• Operated within $4M dollar budget guidelines, and controlled operating costs by automating processes using Lean Six Sigma methodology• Managed a global staff of up to 120 people regarding employment, performance management, salary increases and related personnel issues• Reported SEC and contractual response rates on a weekly and monthly basis in alignment with compliance office guidelines• Identified process improvement opportunities, which lowered base FTE needs with a savings over $1M• Acted as a Real Time Administrator to maximize utilization and minimize latency within the department resulting in an increase of 20% occupancy• Facilitated a Kaizen Event, to gain efficiencies within multiple business units, resulting in an increase to the first contact resolution rate from 25% to 75%

• Supervised a diversified telephone, Correspondence and Priority Response unit with a staff of 60, ensuring maximum daily productivity, quality service and customer satisfaction• Interacted with clients and responded to inquiries regarding shareholder accounts and processing capabilities through written statements and monitored social media comments• Monitored interactions between staff and callers to ensure quality assurance standards were consistently met using the NICE system• Project Manager for the successful consolidation of 3 correspondence and research units into one, reducing the FTE needs by 50% for the transitioned work