Dwayne Mccalla Email & Phone Number

Land O' Lakes, Fl, Us

Tampa/St. Petersburg, Florida Area

The Consumer Experience Lead oversees and leads tests of software to ensure proper operation and freedom from defects. May create test data for applications. Documents and works to resolve all complex problems. Reports progress on problem resolution to management. Devises improvements to current procedures and develops models of possible future configurations. Acts as information resource about assigned areas to technical writers. Performs complex work flow analysis and recommends quality improvements. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action.

Responsible for 150 customer service representatives and 10 supervisors. Handled Medicare Part C &D billing and enrollment, Pharmacy, Claims and Provider call types. • Assisted in the start- up of the Tampa Medicare Call center. Handled all hiring initiatives for start up, 150 fte’s to 500.from 2005 through 2007. • Recommended IVR enhancements to provide accurate updates reducing transfer rates by 20%. Improved overall call quality and one stop approach for member resolution. Member base grew from 500k to over 4.5 million.• Develop Onboarding Playbook to streamline a cradle to grave guide throughout the probationary period. Since implementation reduced attrition by 15%.• Implemented an Empowerment Team empowering associates to handle customer inquiries from beginning to end of each transaction. As a result Net Promoter scores increased by 30 %

Tampa/St. Petersburg, Florida Area