Jill Wheelwright Email & Phone Number

• Lead a remote team of 60 cardiovascular data abstractors and 10 front line Team Leaders to achieve and exceed financial, quality and customer satisfaction metrics for 200 hospital partners
• Responsible for the staffing of over 100 abstractors across 200 clients to achieve NCDR deadlines and quality metrics for 9 different service lines
• Worked cross functionally to develop an onboarding program for new hires, reducing time to full utilization from 180 days to 90 days.
• Member of the Process Improvement Team that reshaped the Greenlighting process, ensuring exceptional client quality delivery from abstractors when added to a client account
• Recipient of 2019 Q-Centrix People Leader All-Star Award

Cincinnati, OH

• Responsible for a call center handling 8000 calls per month with a team of 10 people.
• Led a team to accomplish recruiting efforts in support of multi-lingual expansion and new customer needs.
• Responsible for Training & Quality team of 3, leading interpreter training, customer compliance and ISO 9001:2015 efforts.
• Strategically redesigned recruiting process reducing time to hire from 120 days to under 30 days.
• Worked cross functionally with sales to design a customer responsiveness program leading to increased customer satisfaction of 23%.
• Implemented BoostLingo software application for Over the Phone and Video Remote interpreting, leading to an additional $100k in revenue per month.

• Delivered organizational leadership to manage the day-to-day operations for customer service call center of 4 people responsible for handling 4000 calls and 500 emails per month.
• Successfully aligned customer service rewards program to build a customer centric culture across 175 retail stores, improving customer satisfaction scores by 6% in two months.
• Led the migration AS400 legacy system to Salesforce in the customer service call center, enhancing reportable data and increasing productivity by 14%.

Cincinnati, Ohio Area

• Led 15 contact center account managers responsible for implementing SaaS payroll and time software solutions for business clients.
• Responsible for configuring HR, Time and Payroll software for small to enterprise sized businesses with a Shared Services team of 51 people.
• Initiated a new hire onboarding strategy reducing ramp time by 2 weeks and increasing employee retention by 26%.
• First adopter and power user of Salesforce, creating department dashboards for monitoring results increasing database setup time by an average of 2 days.
• Designed service strategy for small market HCM clients, achieving an increase in net promoter scores from 35% to 65%.
• Worked cross functionally with Support, HR, Sales & executive leadership team to develop strategy for launch of cross functional bilingual implementation and support team, creating a new revenue stream within the.

Covington, Kentucky

• Directed the transition of $100M daily electronic processing to Fidelity India as a key component of overall disaster recovery plan.
• Developed an engagement program for Fidelity Offshore teams utilizing technology to integrate both onshore and offshore teams, increasing productivity by 14% and reducing turnover by 3%.
• Cultivated key business relationships with offshore executives, enhancing partnership in the successful execution against company strategic goals.

Cincinnati, Ohio Area

• Delivered strategic leadership for 13 managers and 250 hourly, union associates, to achieve organizational objectives in a fast paced, call center.
• Transitioned organization from a customer service center to a sales center, resulting in 18% revenue growth.
• Restructured contact center teams to support customer retention efforts, increasing new client monthly revenue by an average of $17 per client.
• Implemented NICE call recording software resulting in a 12% increase in customer satisfaction.
• Outsourced new customer sales calls to innovative 3rd party increasing sales by 4%.
• Reduced absenteeism by 15% through employee engagement initiatives.