Janet Robinson Email & Phone Number

Hudson, Nh, Us

Management of the full RCS Call Center for all Patient Services clients, including state side and offshore teams.#Process improvements#Team Building#Relationship building#Increase Self Pay collections#Patient Experience

Merrimack, New Hampshire, United States

Concord, New Hampshire

I was hired at CTS to improve the NH Call Center, provide the staff with a dedicated Manager and improve retention.Upon arriving at CTS I found that the New Hampshire Contact Center staff needed structure and guidance on how to be a cohesive team. I began by challenging some team members that were higher functioning and placing them in roles that would assist me in achieving a Team Process Improvement. After achieving this goal, I began to challenge the other staff and providing them with additional tools in order to meet the goals assigned to them. Once the Relationship was built and trust established I then required each team member to come up with a Development Plan for themselves and then met with them periodically for updates and discussions. Once the Development Plan was written and discussed, I held them accountable for achieving those goals. The team began to be more committed to not only the company but to their individual career goals.Other Accomplishments:> Built relationships with Staff, Building Management, Clients and their Members achieving trust and collaboration ~ Improved Employee Retention by 50%> Improved CSR KPI's by 75% by providing feedback and coaching> Building relationships with the Building Management and their staff allowed me to manage the NH site, including serving as liaison between NH building and CT home office> Participated in Weekly and Monthly Client calls to establish and enhance relationships with clients, medical providers and members allowed me to become the Point Person between them and CTS> Upon performing a deep dive of the processes and working with other Internal Department Managers I learned that there were no controls in place to prevent losses caused by lack of Out of State Approval and Double Occupancy . I developed controls which prevented all losses in the NH Client base from occurring

Wilmington, Ma

I was hired for this position to improve the Customer Service of the Dispatch center and develop it into a centralized Customer Service focused Department. I first began with changing the thinking of the Dispatchers, who were naturally Reactive and providing them tools to be more Proactive.I also found that the environment needed some Representatives that were naturally Proactive and hired a group of Customer Service centric representatives. Mixing the two groups resulted in an improved Customer Centric Dispatch Center.CALL CENTER MANAGEMENT* Improved Workflow of Dispatch/Call Center by setting staffing standards and mentoring staff* Improved Employee Engagement by 100% by Empowering staff to develop and accept challenges* Created and executed a training plan to convert the culture to a Client Centric CultureCLIENT EXPERIENCE & RETENTIONAfter building a relationship with the Internal Sales/Marketing Team, I discovered that some clients were unhappy with the service that they were receiving from all areas of the company. I found that the clients didn't have a Point Person to discuss their dissatisfaction with or someone to work through WorkFlow issues. After performing a deep dive on the High Profile Clients, I developed monitoring systems that allowed for better performance and improved Client Experience* Utilized Lean Management methodologies to find root cause of poor On Time Performance and make efficiencies to the Transportation workflow* Reorganization of the Payroll by utilizing improved workflow management tools with a cost savings benefit of $20k/month

Boston North & Southern Nh

Boston Ma

* Improved Client management by developing a Sharepoint site* Developed and enhanced a Know Your Customer Program* Increased revenue by 20-40% for four consecutive years* Negotiated Legal Agreements and Fee Schedules with a 72 Cash Management Client Base* Managed client onboarding during post sale conversions* Supported clients through Implementations of Web Based products and beyond* Mentored Associates in Corporate and Divisional Mentor Program* Developed and managed metrics and procedures* Retained Call Center and Branch DepartmentsSystems Experience: Cash Management ERP (Enterprise Resource Planning Software); CRM (Customer Relationship Management); Sharepoint, Microsoft Word, Excel, Powerpoint, Project Management, Outlook

Boston Ma

* Maintained and educated staff on all Branch Regulatory requirements* Managed Teller facility and Safe Deposit facility* Managed Abandoned Property* Managed Federal and Internal Audits* Retained both Call Center and Branch DepartmentsSystem Experience: EZ Teller System, Treasury, Tax and Loan Software, Safe Deposit Software

Greater Boston Area

* Developed Call Center* Managed ACD Call workflow* Developed, wrote and maintained procedures* Developed Voice of the Customer surveys to obtain voice of the customer * Mitigated risks obtaining a "1" audit rating for eight consecutive years* Streamlined processes and reduced Costs utilizing Six Sigma and Lean modality* Developed, Monitored and reported Metrics and reported to Executive ManagementSystem Experience: Cisco ACD Phone Systems, Cisco Call Center Supervisor Software, Federal Reserve Wire Systems, NACHA

North Quincy Ma

STATE STREET CORPORATION, BOSTON, MA, FLOAT MANAGER

Dedham Ma