Gary Britton Email & Phone Number

Retired senior operations executive with experience in contact centers, customer service and telesales, virtual healthcare, Medicare/Medicaid telesales, financial services, commercial leasing and collection. Extensive experience with government, Startups to Fortune 100 companies. Success in building and managing small to large high performing contact center and general operations from the ground up across multiple disciplines and industries. I am available for short and extended consulting and project assignments to help you build and/or optimize your contact center and operations functions.

Purchase, Ny, Us

--Nationwide telemedicine company providing non-emergency medical care by phone and video consult to insurance plans, brokers and major businesses. --Operations executive responsible for call center services, claims, fulfillment, implementation and facilities at Teladoc.

-Prescription drug service center operations executive. -Build and lead 300 seat service and call center operation for COPD specialty prescription drug and DME provider.-Providing mail order and specialty drugs for members of national health insurance carriers.-Implement state of the art technology to maximize service efficiency and promote outstanding consumer engagement in targeted markets.

--Executive Operations leadership of 800+ seat BPO call center operation in Healthcare vertical.--Relationship management of United HealthCare Medicare and REtirement Account.--Operaitons management of 4 major account client service and sales.--P and L responsibilities

Saint Petersburg, Florida, Us

-Exectuive Management of Member Services and Telesales Call Center Operatons .-Provide services and aassistance to 90,000+ Medicare Advantage and Meidcaid Plan Members through 300 seat multi site call center operation.-Resonsible for acquisition through telesales call center operation accountable for 40%+ of total sales in 2009.-P and L responsibilities.

Us

Multi-site managed health care Telesales operations. Executive management of 700+ seat virtual multi-site inbound/outbound telesales and distribution support operation. Directly supervised 5 directors and senior level site managers within 3 inbound/outbound telesales centers for major U.S. health insurance company (over $20 billion managed health care portfolio). Within multi-sales channel organization, delivered leading sales channel based on 2006 and 2007 business results.

New York, New York, Us

Collection multi-site operation servicing $11 billion consumer finance portfolio. Executive management of 500+ seat, multiple collection and sales support call centers. Directly supervised 6 Directors in two inbound/outbound call centers for the largest consumer finance business within Citi Financial outside of the United States. As part of the on-site executive management team for the business,implemented risk based strategies to drive acquisition, delinquency and loss reductions for the business. Partner with Centralized Sales and the Branch network, to provide customer centric collection programs to mitigate loss and rehabilitate customers to foster business growth. Leveraged extensive call center technology including integration of multiple auto dialers, IVR’s and Collection operating systems to manage portfolio delinquency and losses. Managed Loss Recovery Operations through application of in-house as well as outsourced collection agencies to reduce net credit losses.

Central, Hk

Collection multi-site operation servicing $7.2 billion commercial leasing portfolio.Executive management responsibility for multiple call centers and servicing operation. Directly supervised 8 vice presidents and senior level managers in two inbound/outbound call centers employing 400+ personnel. Provided cash application, reconciliation, and administrative support back end functions. Serviced multiple commercial leasing business platforms within centralized global business operations organization. Partnered with senior business and sales executives to deliver total service business proposition and private label servicing to major customers such as Konica/Minolta Business Systems, Canon, Global Business Systems and others. Teamed with senior business, operations and vendor management to drive profits, reduce expense, and build relationships.

Norwalk, Ct, Us

Customer Support Center servicing $8 billion commercial leasing portfolio for five business platforms. Executive management responsibility for 350+ employee centralized call center and financial servicing operation providing: Customer Service, Collection and Recovery, and Portfolio Support Services. Directly supervised 7 top-level departmental AVPs, managers, and support staff. Communicated and partnered with senior level corporate management to position business for continued growth and profit. Marketed vendor, end user and business client relationships through “end to end” sales and servicing programs. Transitioned center from platform to process and relationship based operation.

Washington, District Of Columbia, Us

Directed fast paced 16-hour per day, 6 day per week operation of largest IRS call center with staffing of 1000+ customer service representatives and managers in virtual multiple site locations. Directly supervised 8 mid and top-level managers in multiple shift operation. Managed multimillion-dollar budget including labor, IT, support services and facilities. Responsible for directing the hiring, training and evaluation of site management. Conducted regular employee focus groups to identify employee and customer satisfaction improvement opportunities. Lednational development and implementation team on integrating 26 call centers into 24-hour national virtual site call routing system. Conducted practitioner and community servicing focus groups.