Michael R. Email & Phone Number

San Antonio, Tx, Us

Spearheaded the development and optimization of SATX's flagship call center to facilitate US market expansion. Oversaw every aspect of center establishment, from setup to full implementation of production and workforce management. Crafted comprehensive strategy roadmaps and drove their implementation initiatives. Served as the primary point of contact for client leadership inquiries and contractual compliance reporting, ensuring seamless client-facing operations. Collaborated daily with leaders to gather and present production and KPI metrics, fostering strong client relationships essential for a robust contract foundation. Established and managed the site's hiring processes, conducted new hire orientations, and interviewed candidates, ensuring alignment with our mission and vision statements. Provided agents with clear production expectations to guarantee accurate deliverables and auditing. Facilitated the integration of knowledge and protocols, ensuring all levels had access to necessary hardware and software resources.Prioritized client satisfaction by contributing to and presenting Monthly and Quarterly Business Reviews. Conducted meticulous auditing and presentation of performance metrics to derive actionable insights for process enhancement. Developed and monitored Key Performance Indicators (KPIs), providing stakeholders with invaluable insights into performance trends and areas for optimization. Excelled in roadmap planning and timeline management, meticulously crafting comprehensive plans to guide project execution and ensure the timely achievement of objectives. Dedicated to driving initiatives that cultivate and sustain high-performing call center operations. Positioned organizations for success in the competitive marketplace with an unwavering commitment to excellence and a versatile skill set.

Successfully led and spearheaded numerous optimization initiatives within the HR service delivery department at Accenture Federal Services. Developed and customized personnel migration solutions to tackle digital challenges stemming from physical office closures due to COVID-19. Ensured the smooth transition of impacted HR processes across all corporate sectors through meticulous protocol research and adjustment efforts. Managed federal background checks, distribution of new-hire relocation packages, conducted remote New Joiner Orientation (NJO) sessions, and navigated shifting shipping regulations for new joiner equipment. Efficiently managed a diverse array of administrative responsibilities, including auditing and execution of travel reimbursement claims, verification of new-hire bonuses, correspondence related to state wage acts, research and processing of referral bonuses, and overseeing agent development operations. Maintained oversight of staffing allocation to ensure operational reporting accuracy and upheld all SOPs and quality assurance standards.Served as a Subject Matter Expert (SME) for Accenture personnel of all levels, demonstrating excellence and focus particularly within the Background and Career Launch processes. Spearheaded the implementation of several innovative procedures to proactively tackle internal and external hiring delays, swiftly updating all relevant documents to align with evolving work-from-home requirements. Efficiently managed daily back-end deliverables, overseeing team tasks while developing training plans for post-COVID processes such as Offer Letter creation, Background Check reviews, and Career Launch onboardings. Collaborated with the Recruiting Team to streamline new hire onboarding communications and processes, resulting in enhanced overall efficiency and effectiveness.

As the Team Lead for the Social Media Service Delivery Center, I relocated from Texas to Colorado to develop the new project from its inception, which has since become our flagship site. Initially entering the project as a Business Support Senior Lead to handle Advertiser inquiries, I later transitioned to a Social Support Senior Lead role to manage User inquiries. I deployed processes and policies from raw data to quickly stabilize the project, continuously refining them to align with evolving Snap expectations and protocols. My daily duties included Agent Development, Social Operations, Queue Management, Staffing and Resource Management, Operational Reporting, and ongoing Quality Assurance. I contributed to the project's growth, tripling the headcount since its onset and doubling contractor work streams and teams, leading to three project sites around the globe with 24/7 coverage.In my role as a Service Delivery Ops Senior Analyst, I primarily served as an SME and Team Lead for Backlog Management, acting as the main point of contact for the Austin and Niagara markets. I scheduled and executed daily follow-ups with all department Leads to resolve mid-to-high service level requests, built and managed reports for Lead initiatives, and created the pertaining SOPs. Additionally, I performed daily data analysis, assisted team members, and cross-trained in various initiatives, occasionally serving as the backup Facilitator. I actively performed the duties of various vacant roles, including Queue Management Coordinator, Internal Staffing Coordinator, Schedule Adherence Agent, Satisfaction & Resolution Survey Analyst, Production & Statistic Reporting Agent, and End of Day Reporting Agent.

As the primary auditor for T2S compliance cases, I ensured all procedures and guidelines were met within every assigned and active case. I analyzed and resolved member inquiries with detailed resolutions and active follow-ups. From daily situations, I created training materials that were later turned into SOPs, which became the primary training materials for incoming Leads, Representatives, and Sales Agents. I collaborated with marketing to vet EOC and SOB for possible errors, and this information was used in creating training materials and plan presentations for field agents. Routinely performing as an SME, I often stood in for the help desk Customer Service Representatives.I analyzed and audited all escalated cases, notating all research findings needed for full legal compliance with strong attention to detail. I diligently cross-trained with other departments and scopes, resulting in high production and QA scores.

Communicated with members for benefit enrollment, premium billing, benefit application, coverage processing, and reimbursement protocol, serving as the main POC for the Escalated Call List to handle complex calls for de-escalation and resolution. Acquired extensive knowledge of Medicare PART A, B, and D enrollment guidelines, and assisted patients with Special Enrollment Periods (SEPs) to manage enrollment and select the best plan for their needs. Vetted group codes, CPT codes, and provider information to prevent incorrect billing, eligibility issues, and claim denials. Respectfully promoted our products via the help line, keeping the patient's best interest in mind, and assisted colleagues with transition processes as business needs changed in real time. Cross-trained in Enrollment and Reconciliation services to finish applications and accurately build member files.