Gil Wasserman Email & Phone Number

Scottsdale, Az, Us

Scottsdale, Arizona, United States

Scottsdale, Arizona, United States

As the VP National Director of Service Operations at PURE, I provide adept leadership and comprehensive oversight to both the Member Services and Underwriting Services teams, comprising over 150 associates. In this role, I am entrusted with driving operational excellence and strategic growth initiatives, ensuring the organization's continued success. Above all, my priorities is to guarantee an unparalleled customer experience for PURE's esteemed membershipKey highlights of my roleStrategic Leadership: Spearhead the development and execution of annual goals, aligning them with long-term strategic plans to optimize the quality and scalability of PURE's service operationsLeadership: Cultivate a high-performing and engaged leadership team, fostering a collaborative and creative environment that propels the achievement of organizational objectivesStrategic Analysis: Conduct thorough needs assessments, process and performance reviews, as well as capacity planning. Leverage cost/benefit analyses to identify and implement optimal business strategiesProcess Optimization: Innovate and enhance the efficiency of existing processes and procedures to maximize overall operating performance and elevate the quality of service deliveryTechnology Integration: Evaluate and implement advanced technical solutions, ensuring heightened productivity and quality assurance in service operationsTraining and Development: Oversee technical training initiatives, focusing on aligning learning and development goals with stringent quality assurance standardsStrategic Partnership: Collaborate closely with Human Resources to cultivate a corporate culture grounded in shared values. Drive recruiting efforts and implement talent acquisition strategies to build a robust and dynamic teamCareer Development: Establish consistent and viable career and development opportunities through succession planning and career pathing initiatives, ensuring the growth and fulfillment of our talented team

Scottsdale, Az

In my capacity as AVP, Member Services, I served as the head of a best-in-class service operation, leading the strategic direction and day-to-day operations of the Member Services department. My key responsibilities encompassed:Strategic Leadership: Developing and implementing departmental strategy, fostering innovation, and ensuring adherence to service level agreements.Team Leadership: Directing a high-performing team of over fifty-five associates within a dynamic, high-volume contact center.Operational Excellence: Enhancing operational effectiveness and productivity through the implementation of advanced technologies and streamlined workflows.Financial Management: Managing budget and departmental expenses to optimize resource allocation and maintain fiscal responsibility.Communication and Collaboration: Driving effective interdepartmental communication and collaboration to ensure seamless operations.Training Leadership: Overseeing technical training initiatives, including onboarding, new hire training, and ongoing education, to maintain a skilled and knowledgeable workforce.Cultural Development: Cultivating a positive work culture and fostering deep engagement within the team to enhance overall effectiveness and job satisfaction.Talent Acquisition: Spearheading national talent acquisition efforts and overseeing new hire onboarding processes to ensure a smooth integration into the team.My role revolved around propelling the Member Services department to new heights of excellence through strategic leadership, operational efficiency, and a commitment to fostering a positive and engaging work environment.

Scottsdale, Az

Scottsdale Az

White Plains, Ny

White Plains Ny

Scottsdale Az

Las Vegas, Nevada, United States