Holly Borgen Email & Phone Number

Greater Minneapolis-St. Paul Area

-Being an operations leader includes people development, team development, leveraging new and existing technology, exceeding key metrics in alignment with strategic initiatives and being an advocate for innovation. It's all about exceeding the patient experience.-Responsible for day-to-day operations including people, processes and technology-Growth, development and mentoring of staff, peers and leaders-Within 30 days Call Center metrics exceeded any previous organizational results-Center is on track to exceed KPIs six months in a row -New technology implemented to assist with quality, training and reporting-Financial accountability for the department-Responsible for ensuring we exceed patient satisfaction with each encounter

Service Center Manager - outsourcing and co-sourcing - Service Centers for benefits including Health & Welfare, COBRA and Pension.● Recruited to apply and implement proven start up process using project management methodology to build new office from scratch.● Led all start-up operations including recruitment, hiring, training, office set-up, technology set-up, policies and procedures.● Provided direction to 100 new employees focusing on problem solving, strategic leadership and coaching and mentoring.● Key participant in client proposals/presentations to discuss operational resources and ability to expand clients' service expectations.● Established a customer-focused culture, resulting in 100% client retention.

● Provided leadership for key operational functions including customer service, document processing, scheduling of deliveries, supply reimbursement, training of Coordinators, and management of field nursing staff.● Facilitated cross-functional meetings with internal business units to build consensus and support for shared goals and positive change.● Used goal setting and Key Performance Indicators (KPIs) to measure performance in key categories.● Coordinated all shipments/logistics for 1,000 on-time customer deliveries per month.

● Managed call center as a profit center with responsibility for sales and revenue growth.● Established a customer loyalty program increasing client retention from 50% to 73.2%.● Increased sales revenue by 32% over previous year.

● Selected to be a member of the project management team to establish the company's first call center staffed with 200 employees.● Created a continuous quality improvement program using metrics to track and control performance improvement.● Planned and executed the start-up of two additional call centers in Pennsylvania and Florida.