Gregory Madison Email & Phone Number

Greater Nashville Area, Tn

• Lead a team of 35 Call Center Interviewers that conduct U.S. wide patient experience surveys.• Assign daily targets and generate daily team progress reports on call reach and patient feedback.• Work with other team leaders in determining target demographics for cold call surveys. • Collaborate with the Quality Assurance teams to ensure customer service, valid results and fulfillment of call goals.• Collaborate with the Sales teams on customer feedback results.• Maintain utilization range between 98% - 100%.*• Maintain Customer Satisfaction rating range between 96% – 100%*. • Proficient with VOXCO survey software.• Proficient with Pronto application – designed for Healthcare industry. Highest Interviewer utilization rate in Call Center – 2014, 2015, 2016, 2017 Highest Interviewer Customer Satisfaction rating range in Call Center – 2013, 2015, 2016, 2017.

Vienna, Virginia

Responsibilities included the end-to-end processing and management of the Credit Union’s vehicle title contracts for an eight state region*, specifically;• Managed, received, evaluated and processed all incoming titles, bill of sales, manufacturer statements of origin and military registrations.• Evangelized the Credit Union’s services regarding car purchases, leases and financing options.• Leveraged cross-organizational collaboration to expedite the title process.• Identified and updated titles through the Credit Union’s SQL Server based Collateral Tracking System.• Audited titles to ensure that the Credit Union’s lien complied with contractual agreements.• Identified and resolved contractual oversights, errors and inconsistencies.• Communicated on a day to day basis (via phone, email and/or fax) with key lien stakeholders, (i.e. Vehicle Owners, Car Dealerships, Insurance Companies, Dept. of Motor Vehicle, Federal Aviation Administration and U.S. Coast Guard) in order to move processes forward.• Managed the conflict resolution process associated with overall customer satisfaction.• Generated daily, weekly and monthly reports for the leadership team.• Developed a new methodology to expedite the title processing procedure*. Fully proficient with Vehicle Contract regulations – for 50 states. Increased the customer satisfaction results (re: from 78% to 94% Year-over-Year) by expediting the lead to order process of title contracts.