Ed Hahn Email & Phone Number

Odessa, Fl, Us

Tampa, Fl, Us

Vice President focused on the strategic operational growth and partnership supporting CX teams operate in a modern economy and workforce within the contact center space.

* Expertise: 15+ years in call center consultancy, specializing in healthcare sector operations. * Capacity: Proficient in managing up to 600-seat operations. * Efficiency: Skilled in enhancing operational efficiency and customer satisfaction. * Technology: Adept in technology integration for optimal workforce performance. * Innovation: Committed to innovative solutions for scalable call center growth. * Strategy: Collaborative and data-driven approach to strategic partnership and success.

Chicago, Illinois, Us

Strategic Oversight and Direction for Outreach Center Operational and organizational growth and development* Organizational Development: Established core contact center departments (Quality, Training, Inbound, Outbound, Workforce Management, and Confirmation Calls) and led policy creation.* Data Management: Developed KPIs, metrics, and core reports for efficient contact center performance evaluation.* Market Expansion: Supported over 5 new market launches for member outreach.* Innovation: Collaborated on multiple tech enhancements, optimizing daily operations.* Technology Integration: Led multiple integrations (NICE InContact, XSell, ProcedureFlow).* Employee Engagement: Built leadership team and cultural foundation, contributing to multiple Top workplace awards in 2023 and 2024.* Strategic Partnerships: Enhanced onboarding and retention through staffing agencies and BPO vendors.* Organizational Growth: Scaled team from 13 to 73 agents, significantly improving daily performance. * Improved performance of agents from .65 visits per day to 2.5.

Nashville, Tennessee, Us

Proven success with operational strategy, change management and process improvement execution to establish the Contact Centers of Excellence model for Kepro. * Successful 90-day new contract implementation for Medicare Application Enrolment valued at $14M per year. * Quarterly performance report-out sessions with Senior Leadership and BoD. * SME for operational support of 14 call centers, 27 states, and direct oversight of 3 call centers. * First 6 months obtained 57% gain in revenue, 53% increase in staffing, and improved gross margins 30%. * Promoted continuous improvement culture through oversight of numerous efficiency projects leveraging innovative use of native software. * Resolved Project/Client issues resulting SLA waived penalties of $4M, incurring only $275K for contract length. * First 6-weeks reduced client application backlog of 4,200 member applications avoiding $420,000 in leveraged damages. * Successful logistical transition of 261 agents to a full WFM model in less than 3-days without downtime or lost production. * Operational cost reduction from 62% to 52%, with an overall 11% contribution margin. * Client partnership to identify and operationalize a new revenue opportunity resulting in a 21% gain in yearly profit on current contract. * Efficiency gains of: 38% in production hours, 22% decrease in AHT, 17% decrease in time between calls, 10% decrease in absent rates.

Scottsdale, Az, Us

Manage day-to-day operations, develop and collaborate on operational direction, and establish strategies to maximize performance, retention, quality, and member experience. * Multi-site leader: 2 call centers, 1 BPO: capacity 600+ employees; 34 states, 40+ clients, 2,000+ field personnel, 50 mobile clinics, 2.5M+ members with 20M+ calls per year. * Cross-functional collaboration with Production Planning and Field Operations to establish operation plans to maximize performance, metrics, and member experience. * Budget and forecast management valued at over $320M. * Hosted quarterly client meetings for SLA performance, culture and member experience. * Established call center infrastructure to support strategic growth; training, quality, recruiting, operations center, system implementations and back-office support. * Quarterly leadership sessions presenting strategic direction and forecast performance. * ~16% reduction in labor costs through agent performance metrics, KPI, quality and incentive implementations. * Led a one-year acquisition to add a mobile clinic operation to the core business. * Cost management of vendors resulting in direct savings of over $300K yearly. * New facility transition within 3-days maintaining 100% uptime and 0% revenue loss. * Culture of continuous improvement through teaching and oversight of Lean and Six Sigma projects. * Tampa Bay’s Top 100 Places to Work in 2014, 2015 and 2017; Chamber of Commerce Business of the Year Award 2015.

Palm Beach Gardens, Fl, Us

Recruited by CEO to lead the Continuous Improvement and Operational Excellence teams globally using Lean and Six Sigma methodologies within Crossmatch Technologies. * Reduced the quote to order process by 33% and time by 75% using six sigma methodologies. * Established accountability process to track $2.9M in assets and over $100K in asset depreciation for Finance. * Improved customer NPS scores from 93% to 99% with a 20% increase in call volume. * Successful system implementation of Concur Travel Expense solution: $52K annualized travel cost reduction. * Project management for the successful completion of 10 Lean Six Sigma Project Teams in 2012. * Project Lead for a 5S initiative resulting in donating ~25K lbs. of recycled paper and material. * Automated the Supply Chain Production and S&OP reports reducing data entry by 99 hours per year. * Set the strategic direction and roadmap to globally implement Operational Excellence company-wide.

Falls Church, Va, Us

Promoted to develop the Master Scheduling Production Control team to optimize and automate the daily assignments for the business units and field operations. Multiple positions held during this tenure * Implemented and lead the organizational development and operational structure for the newly formed master scheduling production control department. * Gross margin improvements of over 16% on revenue per resource across 4 business units. * Direct Supervisor of 2 Senior Managers and 12 direct reports. * Operationally supported 4 business units, 4 VPs and 4 Directors with a total of over 2,000 field investigators. * Production scheduling operational oversight of all field staff and annual revenue goal of $480M. * Lead the technology innovation team on creating a patented industry first on automating case management inventory. * Managed the case management (batching) of 100K cases to over 3200 personnel and 6 contracts annually. * Revenue recuperation of over $6M during the back half of FY2010. * Assignment strategies reduced cycle time 50% within 2 years, quality standards remaining above 98%.

Bachelor Of Science, Professional Aeronautics

Associate Of Arts - Aa, General Studies