Gary J. Ricci Ii Email & Phone Number

• Strengthen operations by building a supportive team culture to provide direct oversight to 75+ call center agents
• Enhance quality of services by monitoring and evaluating calls to observe employee demeanor, accuracy, and conformity to company policies
• Manage and resolve escalated issues by developing effective responses to quickly correct customer complaints and concerns
• Uphold high standards by training customer service team members and conducting performance management sessions to promote career growth
• Optimize performance by leveraging call center technologies and customer service management systems to increase productivity and improve the customer experience
• Promote steady business growth by determining work procedures, schedules, and expedited workflows to maximize time and energy

Raleigh-Durham, North Carolina Area

• Provided responsive, person-centered services by serving as a liaison between the community and agency to better serve individuals and families
• Fostered a culture of accountability and integrity by monitoring compliance with monthly, quarterly, and yearly financial goals to ensure services were provided as indicated
• Exceeded expectations by facilitating training for a 100-member team in least restrictive techniques, behavior management, active treatment, client rights, abuse prevention, data collection, and emergency procedures
• Coordinated in-depth investigations of serious incidents and alleged abuse allegations while submitting appropriate reports to required entities

Raleigh-Durham, North Carolina Area

• Directed, managed, and administered the coordination and service delivery components of programs to serve individuals in a group home setting
• Improved operations by supervising the delivery of services to ensure individuals received the highest quality care
• Enhanced team engagement by organizing monthly meetings to foster cohesiveness between management and employees
• Attracted and retained top talent by interviewing and hiring a 40-member team to reduce annual turnover by 10%

Raleigh-Durham, North Carolina Area

• Exercised keen attention to detail by completing comprehensive assessments to develop effective plans of care
• Communicated with utilization management by preparing and submitting required documentation to ensure the timely delivery of services
• Strengthened communications by actively collaborating with the care team, members, and service providers to develop plans that accurately reflected the individual's needs and desired life goals