Gene Fracassi Email & Phone Number

Toronto, Ontario, Canada

I am responsible for managing the daily operations of the Assistance Department, ensuring that our assistance platform consistently meets all operational standards. Leading a dedicated team, I focus on implementing best practices and driving continuous improvement, always keeping the customer at the center of what we do.

Cambridge, Ontario, Canada

Responsible for the analysis and ownership of various operational platforms to ensure departmental priorities align to the expectations of key stakeholders, both internal and external. Provides insights and educates senior leaders on operational actions that will enhance the company brand and promote a customer first mindset with fiscal responsibly. Apply.

Toronto, Ontario, Canada

Accountable for the effective and efficient operation and performance of the care coordination team while demonstrating leadership, knowledge and application of industry/call center metrics, standards of practice, policies and procedure, and quality improvement processes to help achieve goals of the organization. Also, responsible for performance.

Overseeing the quality and complaints team responsible for process protocols which includes audits, coaching, investigations and complaint follow-up. Responsible for preparing audit results, establishing workflow for complaints processes, and recommending training requirements.Evaluating, planning, and implementing customer experience improvements in.

Toronto, Canada Area

Evaluating, planning, and implementing improvements in business processes and practices. Responsible for team building, group facilitating, tracking data, and creating tools and workflows to aid the frontline team in managing new and existing business.

Toronto, Canada Area

Evaluate all customer interactions and oversee quality audits to ensure an optimal customer experience. Also, responsible for high level complaint management that may or may not lead to financial ombudsman. Familiar with Net Promoter Score (NPS).

Toronto, Canada Area

Manage all cases, primarily long-term/ chronic illness, inpatient and complex outpatient cases and responsible for the arrangement and logistics for Air Ambulance evacuations and/or medical repatriations.

Toronto, Canada Area

Manage all cases, primarily inpatient and complex outpatient cases and responsible for the arrangement and logistics for Air Ambulance evacuations and/or medical repatriations.

Toronto, Canada Area

Bachelor'S Degree, European History

History // Political Science

Education record