Eric Ellsworth Email & Phone Number

Austin, Texas, Us

Brentwood, Tennessee, Us

At ArchimedesRx, I oversaw all aspects of contact center operations, including new start-up initiatives, workforce planning, performance metrics, quality assurance, and client/vendor management. My strategic leadership resulted in the successful build-out of a new BPO call center and the implementation of performance guarantee metrics, driving operational efficiency and client satisfaction.

Oakland, California, Us

As the leader of Customer Operations/Membership Administration, I led the membership administration department for individuals utilizing Kaiser Permanente via the Health Benefit Exchanges nationwide. I implemented operational best practices, improved compliance capabilities, and managed budgets to ensure service standards were met and revenue opportunities were maximized.

Tulsa, Ok, Us

In this role, I re-engineered and directed the day-to-day operations of inbound and outbound calls in a high-volume call center environment. I developed commission structures, incentive programs, and training materials to drive sales performance and enhance customer service excellence, resulting in a 45% increase in lead conversion rates.

Orange, Ca, Us

As the Manager of Contact Center Services Sales, I optimized call center operations and expanded offshore support to drive customer satisfaction, revenue generation, and efficiency targets. I implemented performance management best practices and fostered a committed workforce through effective communication and recognition programs.

San Francisco, California, Us

As Manager of Contact Center Services, I planned, organized, and managed dental plan and benefit services contact center operations to meet performance objectives. I handled high volumes of pre-sales, billing, and customer service transactions while ensuring compliance with industry regulations.

San Diego, California, Us

As the Student Concierge Director, I owned responsibility for strategy and direction of a 24/7/365 student call center operations. Within this role I manage all performance aspects, the planning for and achievement of quarterly and long term operational objectives, the preparation of and adherence to budgets, quality of the service to clients, the forecasting of contacts, job satisfaction, personal development of all team members and overall image of the center.

Us

My responsibilities in directing the Operations organization included service management and delivery in a high volume transaction processing environment. In my role I drove implementation of operational efficiencies and best practices to meet/exceed clients' requirements and achieve corporate objectives. I work towards establishing processes and relationships to effectively lead the Operations Management team in improving customer satisfaction and retention, quality, building employee morale, and increasing processing volume. Other responsibilities included, but were not limited to: Managing Client Relationship Management – Telecom Invoice Review - Reconciliation, and coordination of payment of Client invoices through the use of our electronic bill management systems and through manual and human workflow processes. This was achieved with Six Sigma based decision making, ensuring SLA's are established and met through the identification and monitoring of KPI's..

Kansas City, Mo, Us

Responsibilities: Division Manager for all WEB based e-Commerce and RETAIL products technical support. Direct responsibility for managing a group consisting of 7 Supervisors, 30 Assistant Supervisors, 3 Research Specialists, 300+ Seasonal Associates within a multi channel environment (Phone, Chat, Email), and the management of Vendor Relations for outsource support. Fully responsible for all aspects of Technical Support within a Call Center environment. Direct responsibility of managing a $5,000,000+ budget while maintaining established metrics and goals. Responsible for meeting up-sell opportunities from the basic product offerings to those that were either upgrades or premier packages during each contact.

Dallas, Tx, Us

Managing the day-to-day start-up operations of a 24x7 Customer Service Call Center. This center had call volumes in excess of 30,000 per day. This position included responsibility of 40 Customer Service Associates, maintaining an 80% SVL of all calls being answered within 20 seconds of hold time, cost center budgeting of no less than an 85% occupancy level, schedule adherence of no less than 90%, resource planning and special projects.

Chicago, Il, Us

Customer retention and loss compensation within a 24x7 reservations center. Managed a team of 20 first level managers. These managers would field calls and correspondence concerning non-medical claims against the airline. Training support of an 800 FTE reservations staff to minimize errors and reduce claims. Generate return revenues with successful conclusions of compensation claims.

Psychology

Bachelor'S Degree, Humanities/Humanistic Studies