Mary Grubbs Email & Phone Number

Naples, Florida Area

Naples, Florida Area

Project Manager, Client Services: 2010- 2013Managed the design, development and deployment of Customer Care Reshape Initiatives, i.e., implementation of: Virtual PBX/IVR for all Client Services groups; call tracking application to analyze the types of calls received and reduce Non-Value added calls; Work at Home expansion efforts. Facilitated the progress of these and other projects through direct contact with the National Director, Client Services and IT Program Management teams. Developed training (all functions) and coordinated implementation activities along with analysis and evaluation of possible risks to provide alternative solutions and make recommendations based on cost/benefit and operational impact criteria. Assembled and lead project teams, on-site and remotely. Moderate travel was required. Managed the design, development and deployment of Virtual PBX and Integrated Voice Recognition (IVR) applications for entire Client Services group (~1K reps) thereby providing a significant increase in flexibility and call coverage across all Business Units (BU).  Directed the design, development and deployment of a call tracking application to analyze the types of calls received for entire Client Services group resulting in 91.5% First Call Resolution (FCR). Provided coaching and technical support for the BUs which achieved a 98% rate of call documentation - a 7% increase over previous year.  Managed the reallocation of an additional 14 call center representatives to the Work at Home expansion project, increasing the number of reps from 20 to 34 thereby providing these BUs with increased flexibility in call coverage.  Facilitated monthly meetings with Problem Resolution Specialists to share best practices and opportunities for improved turnaround time (86.5% within 24 hrs.- 5.5% increase) and reduction of total issue volume (15% overall reduction). 

Responsible for the management of a staff of 38, including three (3) supervisors. Led the administration and management of the Client Services call center representatives, Sales Support representatives and Customer Solutions/Problem Resolution team. Directed and guided the supervisory staff in the facilitation and timely response time to calls received and the resolution of technical, operational and billing issues for Central Region Clients (St. Louis, Kansas City, Arkansas, Illinois and Nebraska)for the leading, clinical diagnostic lab in the U.S. Monitored employee productivity and attendance, volume and turnaround time for all problem issues. Maintain daily contact with both internal and external customers, i.e., sales, physicians, hospitals, cytology department, through a daily operational call, to address new opportunities for improved customer service practices and procedures. Facilitated continuous training of staff on national Patient Care Gold Standards. Developed and deployed a Work at Home process whereby all Customer Service reps. (25) could work from home resulting in the retention of their 500+ years of expertise.  Managed the development & implementation of an access database that categorized and tracked all issues to be processed resulting in increased accountability and productivity. Selected by the General Manager to conduct investigations escalated to the Executive Leadership Team, and identified the root issue and recommended appropriate solutions that prevented legal ramifications. .  Significantly reduced the average turnaround time for billing resolution from 22 to 5-7 working days through a collaboration process with the billing department that identified areas of improvement.