Debbie Cote Email & Phone Number

United States

Leading LGA's Administrative Services operation including Customer Contact Center, Customer Solutions, Customer Support, Document Imaging & Mailroom and Document Indexing!

Leading a multi-functional service organization delivering exceptional service across the client journey from Implementing New Business, Policy Administration, Premium Administration, Employer/Broker Contact Center and Account Management, Print and Mail services, Broker and Sales Rep Compensation, Commissions and Licensing. Teams are supporting several Group and Voluntary products including STD/LTD, Absence Management, Life, Dental, and our Voluntary products.

Leading Sun Life's US Group Benefits Operations Shared Services organization. Including Administrative and Print Services, Broker and Employer Services Support, Learning & Development, Member Services Contact Center, Quality Assurance, and Workforce Management,

Primary consultant assessing call center operations at one of the nation's premier academic medical centers employing over 25,000 medical professionals. Leading the development and execution of a Transformation Program and initiatives that improves customer satisfaction, quality service and efficiency in the operation.

Norwood, Ma

Senior call center leader responsible for providing exceptional service to Mercer's 110 million participants. Lead multi-site, multi-channel, onshore call center organization, 350-650 seats, providing exceptional service to clients and participants for Healthcare and Retirement plans, along with offshore administration staff in India. Developed Call Center Transformation and Optimization program establishing Customer-Centric service strategy, Quality Incentive Program, and Workforce Management optimization. Open Enrollment Results: Customer Satisfaction improved from 92% to 96%, Reduced call handle time by 20 seconds, Average speed to answer improved 55% and Quality Assurance scores increased by 17%.Implemented “concierge” service model with end-to-end process improvement for the participant experience leveraging call center and offshore (India) administrative operations.Led successful 2015 - 2016 open enrollment season, delivering Client SLA’s through improved hiring practices for 300 contingent workers, enhanced new hire curriculum, improved internal/external client communications and call virtualization plan.Awarded Customer Service Institute of America International Service Excellence Award – Large Business Category for Improvement initiatives during Open Enrollment 2015.

Enfield, Ct

Lead Policyholder Service, including call center, billing and support services teams, for Voluntary Executive Benefits products (Disability and Life Insurance).Developed and implemented Customer Experience strategy and Voice of Customer program assessing business and employee performance. Implemented reporting infrastructure and dashboard reporting Net Promoter, Customer Satisfaction and Customer Effort Scores.Established process to review status of work in queue, cycle times and problem management through daily huddles.Developed Skill Assessment tool allowing all managers to efficiently plan and align resource capacity.

Enfield, Ct

Vice President- Retirement Services Participant Services: Call Center and Educational Specialists, Learning and Development, Workforce Management, Quality Assurance, Reporting /Analytics. Provide strategic oversight of division’s Participant Services organization and Learning & Development strategy ensuring the satisfaction of 3 million participants in bundled and un-bundled retirement plans. FINRA Series 7, 24. Implemented Participant Focus culture and strategy coordinating Retirement Education Specialist function and Call Center in initiatives that support participant retirement readiness. Captured $500m+ in cash flow over 6 years from Rollover and Salary Deferral increases. Named Call Center Leader of the Year by International Quality & Productivity Council, 2009.Developed Performance Based Scheduling program, driving “business ownership” culture in the Call Center. Recognized by IQPC with Best in Class Call Center award, 2008 and 2009.Developed Learning Strategy to support division’s growth and retention objectives; including launch of Learning Portal, Monthly Dashboard, and Business Impact metrics achieved through learning initiatives.Led development and delivery of industry leading employee On Boarding program for acquisition of Hartford Retirement Plan Group’s 1,300 employees. Recognized at Chief Learning Officer Symposium in 2012 with Business Impact award and in 2013 with Collaboration award.

Lead multi-site, Participant Services organization, with 200+ seat Retirement Services Call Center, Workforce Management, Quality Assurance, and Reporting /Analytics teams. Established strategy focused on Client and Participant Satisfaction and education, increased revenue and decreased unit cost. FINRA Series 7, 24.Established Workforce Management, Reporting/Analytics and Quality Assurance function.Established start up call center operation in Memphis, TN to ensure business continuity and expand Midwest coverage for participant service. Developed bilingual hiring strategy resulting in 60% reduction in interpreter costs.

Springfield, Massachusetts Area

Provide leadership for the call centers that support the Life, Annuity, Disability Income and Retirement Services lines of business. Includes Workforce Management, Reporting and Analytics.Led 350+ employees through large scale change management initiative consolidating four product line call centers; Life, Disability, Annuity, Retirement over two locations.Implemented Workforce Management, Reporting/Analytics and Service Standards for all lines of business.Led culture change from “entitlement” to “meritocracy”; implemented Quarterly Recognition Program and Performance Based Scheduling to drive business results and employee engagement.