Holly Marek

Holly Marek Email and Phone Number

VP, Retrieval Operations @ Virtix Health
Saint Paul, MN, US
Holly Marek's Location
Greater Minneapolis-St. Paul Area, United States
Holly Marek's Contact Details

Holly Marek work email

Holly Marek personal email

n/a
About Holly Marek

Diverse Global Contact Center Leader across multiple industries including Healthcare, Finance, Sales, and Marketing. Innovative in utilizing the most current connectivity technology available in multi-disciplinary platforms including omni-channel strategy in Inbound, Outbound, Chat, Click to Call, Email, and Social. Strategic Leadership of multiple onshore, nearshore, and offshore locations for internal and external client management of BPO’s to include budget, performance, and contract management.Highlights:*Leadership of up to 5 separate call/contact center sites and remote with up to 900 employees.*Collected over $300M/year exceeding financial targets*Consistently operating 10% under financial budget YoY*Produced 45% of online revenue, doubling YoY resultsPersonal Highlights:*Consistent career growth leading to progressive promotions and increase of scope.*Graduated Magna cum Laude from the University of North Dakota*Selected to present at annual eCommerce leadership conference and LivePerson Summit, two national gatherings of web-based leaders for achieving outstanding transformation related to the integration of sales and results.*Received Financial Services "Finest Award" based on top performing team results out of 14 teams.Working with individuals and teams to realize their potential is my passion! I offer an approach that invites positive change in individuals and work culture to develop the next phase of leaders. Contact me at: hnmarek4@gmail.com

Holly Marek's Current Company Details
Virtix Health

Virtix Health

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VP, Retrieval Operations
Saint Paul, MN, US
Website:
virtixhealth.com
Employees:
221
Holly Marek Work Experience Details
  • Virtix Health
    Vp, Retrieval Operations
    Virtix Health
    Saint Paul, Mn, Us
    View
  • Episource
    Sr. Director, Outreach And Retrieval Engagements
    Episource Nov 2023 - Present
    Oversight of Global Contact Center Operations including Training and Quality, Retrieval Partner Engagement/Copy Service, and Health Information Network/Provider Engagement teams. *Achieved continued YoY KPI improvements and growth in Total Calls (117.3% increase) and Charts Retrieved (50.9% increase). Inbound call improvements include a 300% increase in Service Level, 55% decrease in Abandonment, 94% improvement to Average Wait Time, all while decreasing staff by 23%.
    View
  • Episource
    Sr. Director, Outreach Operations
    Episource Aug 2022 - Nov 2023
    Align, grow, and scale overall onshore/offshore Outreach Division to achieve new capacity and volume while exceeding client and operational expectations.*Achieved unprecedented YoY KPI improvements in Total Calls (49.2% increase), Charts Scheduled (64.9% increase), Locations Scheduled (79.1% increase).
    View
  • Episource Llc
    Director, Outreach Operations
    Episource Llc Aug 2021 - Jul 2022
    Responsible for the strategic planning, vision, and execution of Medical Record Retrieval for the Global Outreach Contact Center Operation.*Achieved YoY KPI improvements in Total Calls (36% increase), Charts Scheduled (28.7% increase), Locations Scheduled (22.8% increase).
    View
  • Amplifon
    Senior Call Center Manager
    Amplifon Oct 2020 - Jul 2021
    Responsible for overall inbound and outbound, internal, and outsourced BPO contact center strategy, operations, and compliance as a result of Global Marketing program execution (CRM, BLG, ULG), field and Franchisee issues/escalations.
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  • Centurylink
    Senior Manager Customer Financial Services
    Centurylink Mar 2011 - Mar 2020
    Greater Minneapolis-St. Paul Area
    Led organization of geographically dispersed Consumer and Small Business Contact Centers with more than 420 union and non-union employees. Functional teams included bi-lingual, specialty, multi-skill, click to chat teams, and artificial intelligence (AI)/IVR systems.*Achieved up to 123% to key performance indicators (service level, QA, NPS, availability, transfer rate and churn)
    View
  • Qwest Communications International Ltd.
    Omni Channel Manager, Ecommerce
    Qwest Communications International Ltd. Apr 2005 - Feb 2011
    Greater Minneapolis-St. Paul Area
    Led internal and vendor customer contact teams in eBusiness. Designed and implemented strategies and procedures for click to chat sales from the ground up. Created and maintained abandonment, proactive and button placement strategy. Managed customer email correspondence.
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  • Qwest Communications International Ltd.
    Supervisor Credit And Collections
    Qwest Communications International Ltd. Jan 2002 - Mar 2005
    Greater Minneapolis-St. Paul Area
    Led Consumer Inbound and Outbound agents in the Consumer Financial Services division. Developed and created process for Outbound only strategy. Consistently achieved highest total Cash Collected and Cash per Call in the Region ($1M/Month). Recognized for leading the Company in Quality Assurance with 105% to goal results.
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  • Us West
    Credit Consultant
    Us West Mar 1999 - Dec 2001
    St Paul, Minnesota, United States
    Resolved customer concerns and delinquent accounts while delivering exceptional customer service. Knowledgeable professional in Federal and State specific laws associated with the collection activities on customer accounts. Recognized as top 3% company-wide Credit Consultant, Training Assistant and Peer Coach.
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Holly Marek Skills

Leadership Team Building Powerpoint Social Media Customer Contact Public Speaking People Management Online Support Sales Process Improvement Projects Union Telecommunications Business Development Contact Center Management Mentoring Policy Development Staff Orientation Strategic Planning Quality Assurance Labor Relations Financial Services Organizational Development Sales Management Organizational Effectiveness Microsoft Office Budgeting Microsoft Word Contact Centers Microsoft Excel Employee Relations Strategic Policy Development Business Process Customer Service Web Chat Business Process Improvement Acquisition Integration Continuous Process Improvement Business Strategy Management Call Center Development Project Management Strategic Communications Coaching Research Written Communication Key Performance Indicators Business Performance Management Recruiting Chat Performance Management

Holly Marek Education Details

Frequently Asked Questions about Holly Marek

What company does Holly Marek work for?

Holly Marek works for Virtix Health

What is Holly Marek's role at the current company?

Holly Marek's current role is VP, Retrieval Operations.

What is Holly Marek's email address?

Holly Marek's email address is ho****@****rce.com

What schools did Holly Marek attend?

Holly Marek attended University Of North Dakota.

What skills is Holly Marek known for?

Holly Marek has skills like Leadership, Team Building, Powerpoint, Social Media, Customer Contact, Public Speaking, People Management, Online Support, Sales, Process Improvement Projects, Union, Telecommunications.

Who are Holly Marek's colleagues?

Holly Marek's colleagues are Todd Senseney, Diego Casas, Lauren Bronkema, Mba, Hannah Bickford Cpc-A, Crc, Phyllis Toner, Kara Riddle Cpc, Crc, Mary Palmer.

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