Irene Frendian Email & Phone Number

South Jordan, Utah, United States

Salt Lake City Metropolitan Area

West Jordan, Utah, United States

Salt Lake City, Utah

Responsible for all Inbound Contact Center Operations for the largest client, representing approximately 50% of company revenue. Senior Strategic Leader partnering with Kaiser Permanente DME Nationally to provide timely and effective care of patients at home or in a care facility. Key Accomplishments: - Defined and Implemented Service Recovery processes to recover any delivery issues within a 2 hour time frame. 98% success rates of on time recovery were seen after the first 90 days of this process which reduced cost of avoidable hospital stays, re-admittance, and ER visit rates. - Improved Employee Retention rates by over 200% within the first 2 years- Partnered with Training and Quality departments to completely reinvent New Hire training for KP Customer Service- Migrated from a 7 day/18 hour day Hours of Operation to a full 24 x7 Operation supporting multiple processes and departments improving overall efficiencies and taking full ownership of all KP Operations.

Salt Lake City, Ut

Senior and strategic liaison between Teleperformance and our partners. Provide overall representation of the company and our clients in both internal and external executive level meetings. Development and delivery of high level presentations covering operational and financial analytics, along with current program initiatives. Currently managing a team of 10 Managers in onshore, near shore and offshore locations. Successfully implemented and launched 9 new partnerships across 3 geographies as well as orchestrated implementation of multiple lines of business through organic growth.Responsible for overall operational delivery within multiple locations, contract and regulatory compliance and the development of call center leadership as well as value added business recommendations to improve metric and financial performance.Project and manage revenues, gross margin and direct costs for multiple accounts. Perform regular analysis of Operational successes in order to meet and exceed client expectations while working closely with support groups to proactively create strategic improvement plans and ensure proper delivery and execution. Specializing and expanding in the healthcare veritcal for the past 7 years with a strong emphasis on improving the overall member and provider experience through product and process enhancements.Experience and passion for excellence have led to doubling of revenues and continued growth of both new and existing clients. A proven leader and a trusted partner.

Managed IP provisioning and allocation for managed and co-located customers. Administered configuration of internal Cisco 2912/2924/2948 switches. Setup and defined cage and cluster design for all co-located customers with fiber/analog/isdn/T1 ds3/coax cross connects and aided in server installs. Managed a team of 4 for customer build-outs and maintenance.

Responsible for installation of back-end, front-end and network gear; including mail/web servers, load balancers, switches, routers and portmasters. Implemented connection of Cisco routers, switches and all other network gear including the organization of a high scale of interconnects utilizing mixed networking technologies.Responsible for system integrity in a mission critical 24x7 operation, authoring and documenting day-to-day procedures. Performed daily maintenance on over 2000 web and mail servers in a team of 4 working in a tight knit group to execute and quickly apply new changes as needed. Responsible for maintaining a minimum uptime to comply with customer Service Level Agreements and achieved this goal 100% of the time.

Handle inbound inquiries in relation to dial up connectivity. Assisted customers with configuration of internet connectivity and security settings.