Douglas Couch Email & Phone Number

Launched Quality Assurance Department for 300+ seat contact center servicing 462 primary care and specialty practices.Development of Complete Speech-to-Text Analytics Program.Minimized Patient Safety Events by identifying potential concerns for immediate review.Use of Sentiment Value and Topic Development to identify patient pain points.Identification of agent knowledge gaps for Training.SafeCare Event investigation, coaching and resolution.Utilized PDSA Methodologies to reduce agent error rate and improve patient experience.Utilized Genesys Cloud CX, Calabrio, EPIC and Salesforce systems.

Cincinnati, Ohio, United States

Developed quality program for Online Customer Service, Collections and 1000 Retail Store Locations.Managed speech analytics software (Call Miner).Reduced Average Handle Time (AHT) and increased First Call Resolution (FCR) for Customer Service and Collections teams.Managed transfer of data from LiveVox dialer system to Call Miner for transcription.Call Miner Eureka Business Intelligence Analyst Plus Certified.

Created Customer Advocacy Department which handles the resolution of customer complaints for company including third parties such as CFPB, BBB and State Regulators.Managed complaints for 1,000 Retail Stores and our Online Operations.Reduced complaint volume by 47% or over 2,000 complaints in third year.Responded to over 45,000 Social Media Reviews per year including Google My Business, Facebook and Yelp.Managed near shore bilingual customer service teams.Managed a cross functional complaint committee whose mission was to resolve the root cause of issues.System Administrator for Aptean (Complaint Data System).

Managed Operations and Customer Service teams within a 375-seat contact centerProject Management: Assisted with the creation work queues and routing codes, new process creation and implementation, ROI Enhancement Requests for automation of reports and the creation of a new team lead position in Sales Support.Doubled department productivity over a 2 year period with only 20% staff increase.Reduced processes by 40% through the streamlining of processes and cross-training of agents.Increased CMN completion rate by 8% in one year, exceeding corporate goals, by changing physician contact protocols and providing additional problem-solving training to team members.Accountable for meeting or exceeding Medicare service level agreements.Mentored and developed two team leads and one supervisor over 4-year period.Created and maintained all SOPs, workflows, and job aids to provide consistent and accurate training materials.

Project Management: Formation of databases, process creation and implementation, and development of training program.Responsible for establishing and meeting all service level agreements with third party law firms.Accountable for Client Education Center’s Profit and Loss (P&L).Medicare and Medicaid reimbursement information obtained for claims related to settlement injuries.Initiated solid business relationships with third party trust and structure companies.Protected client’s low-income benefits through the creation of Structured Settlements and Special Needs Trusts.Directed interviewing, hiring, training and retention of qualified staff.