Joe Garretson Email & Phone Number

Hackettstown, NJ, US

Secaucus, New Jersey, US

Consulted with Abra Health on centralizing all patient support into one Patient Access Center.o Developed a robust, omnichannel strategy, reducing overall staffing costs by over $500k.o Led the implementation of Live Chat, SMS communications and a successful “shift-left” strategy.o Liaised with IT to integrate AI chatbot solutions, reducing call volume by.

São Paulo, SP, BR

o Envisioned and launched our first 24-7 US Customer Support Contact Center and US headquarters.o Recruited, hired, and trained initial personnel, working to establish key internal functions for new start-up.o Gained a competitive advantage by creating a customer experience with phone, chat, email, and SMS channels.o Implemented Zendesk, Slack, JIRA.

New York, NY, US

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• Established the overall vision and strategic plan for the Patient Support organization of over 250 employees, including two BPO locations in Honduras and Colombia, handling over 6 million transactions annually
• Partnered with physician leaders to drive down appointment cancellations by 20% and patient attrition by 15%
• Engaged with a Lean Six Sigma consultant to improve patient flow through Value Stream Mapping initiatives
• Created and implemented a change management strategy for a large-scale technology implementation
• Quickly launched a remote workforce, maintaining all KPI's including an 83% NPS and 3% Abandoned

New York, NY, US

Notable Achievements:o Maintained key pharmaceutical client relationships generating new business opportunities exceeding 100% of revenue.o Provided leadership for 5 Regional Managers and 10 District Managers supporting over 15 clients and 40+ brands.o Conceptualized and launched a 100 seat, inbound Contact Center for Novartis’ Customer Information.

New York, NY, US

o Provided leadership to a centralized Patient Support organization of 250 employees.o Launched a new 250 seat Patient Access Center in NYC.o Strengthened the hospital's business through the implementation of several Patient Retention initiatives.o Led complex technology initiatives including WFM, Voice Analytics and Guided Questionnaires.

Noida, Uttar Pradesh, IN

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• Sanofi’s primary BPO partner with a combined staff of more than 400 professionals, including onsite and remote employees
• Generated $13 million in incremental revenue to $25 million annually
• Developed a CX strategy focused on “Whatever It Takes” service
• Improved overall CSAT scores from 80% to 91% resulting from the addition of a Continual Service Improvement (CSI) team
• Enhanced the customer experience through the addition of “TechConnect”, an onsite support kiosk placed at over 20 different Sanofi locations

Norwalk, Connecticut, US

Notable Achievementso Provided senior leadership to our inbound and outbound Call Center of over 500 employees and 7 remote sites.o Single point of contact for three government clients: MTA, PANYNJ and NYSTA.o Assumed direct responsibility for a $60M P&L and 10 direct reports, while exceeding all operational metrics including CSAT (95%), FCR (93%), Abandon.

• Provided strategic leadership for an outsourced contact center of more than 250 agents
• Monitored and analyzed contractual SLA’s and KPI’s, while consistently exceeding all expectations
• Decreased operational costs by over $1 million through a complex, organizational restructuring, improving the span of control and decreasing the need for management staff by over 40%
• Negotiated support services contracts, service level agreements and multiple peak support projects resulting in increased revenue and profitability
• Designed a vendor performance scorecard measuring account management responsiveness, customer service quality and delivery, and customer satisfaction
• Led daily, weekly, and monthly vendor meetings as the liaison between Sales and Customer Support