Robert (Joe) Winner, Ii work email
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Robert (Joe) Winner, Ii personal email
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Proven leader with a comprehensive background leading client focused operations and account management activities, driving improved Net Promoter Scores, and improving performance management with a laser focus on results. Strategic orientation with ability to proactively translate ideas and business strategy into results. Engaging leader who utilizes pointed communication, strategic direction, project management, process design, financial modeling, problem solving skills, and process improvement to execute corporate objectives. • Customer Relationships • Vendor Relations • Employee Engagement• Multi-Functional Teams • Backoffice Operations • Change Management• Process Improvement • Org. Development • RFP’s and RFQ’sPlease contact me at joe.winner@icloud.com or call me at 502.608.3419
Winall Services
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Winall ServicesGreer, Sc, Us
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Customer Service And Call Center Operations ExecutiveWinall Services Jul 2021 - Present
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Site DirectorConcentrix 2020 - 2021Newark, California, UsLed an 800 seat BPO site, with 9 direct reports, that provided service operations for calls and claims processing and medical equipment claimssupport. This included managing a $32M budget.• Led 3 new client launches and 2 client expansions, helping the site to achieve an 18% improvement YOY in internal profit. • Provided coaching and development opportunities for managers that continuously built and expanded both the individual and the team capabilities and bench strength.• Provided expert knowledge of workforce forecasting and planning to ensure necessary staffing levels to support customer demand. -
Program ManagerMckesson Rxcrossroads 2018 - 2019Led a team of 130, including 5 direct reports, that were responsible for large patient assistant program including client support. This included managing a $3.5M annual budget.• Guided all operations including document processing and contact center operations for 16 different pharmaceutical products.• Partnered with Human Resources department to expand team from 75 associates to 300+ associates for peak season• Reviewed call quality and endorsed significant changes for quality audit process.
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DirectorHumana 2015 - 2017Louisville, Kentucky, UsLed a team of 3 direct reports, that provided support to the sales team in identifying and implementing new sales functions for clients such as adjusting SLAs to meet client requirements while remaining cost effective.• Developed and maintained effective relationships with national and regional sales leaderships within distribution organization to retain and grow business. • Reviewed and standardized commercial customer service performance guarantees, reducing costs in Operations and simplifying all reporting requirements.• Participated in RFP and PSQ process, ensuring clear understanding of new contract idiosyncrasies, improving customer satisfaction.• Negotiated extension of run-out agreement with key client, enhancing company’s position in future bidding. -
Account Service ExecutiveHumana 2010 - 2014Louisville, Kentucky, UsLed a matrixed team 85 that provided customer service and claims functions for the largest Humana commercial account. This included managing a $7.7M annual budget. • Directed teams that processed ~5.5M annual claims and handled 30K calls per month.• Oversaw, monitored, and managed vendor which processed 80% of groups claims and handled customer service inquiries.• Enhanced associate learning and feedback to develop and implement best practices, attaining net promoter score 30% higher than all other departments. • Led creation of emergency planning and response team for 12-story facility with over 2K employees.
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Manager Of OperationsHumana 2006 - 2010Louisville, Kentucky, UsManager of Claims and Customer Service for the Commonwealth of Kentucky ASO account. I am responsible for leading the dedicated calls shop handling over 350,000 calls annually. I also lead the claims team that processes initial claims and reprocessed claims for over 250,000 members. I am responsible for a staff of 95 associates.
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Various RolesHumana 1998 - 2005Louisville, Kentucky, UsOther Positions at Humana Prior to 2010Operations Manager (2006-2010), NCC Manager (2003-2006), Manager, Projects and Workforce Management (2001-2003), Integration Manager (1999-2001).
Robert (Joe) Winner, Ii Skills
Robert (Joe) Winner, Ii Education Details
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Georgia College & State UniversityBusiness Information Systems -
Auburn University
Frequently Asked Questions about Robert (Joe) Winner, Ii
What company does Robert (Joe) Winner, Ii work for?
Robert (Joe) Winner, Ii works for Winall Services
What is Robert (Joe) Winner, Ii's role at the current company?
Robert (Joe) Winner, Ii's current role is Customer Service and Call Center Operations Executive.
What is Robert (Joe) Winner, Ii's email address?
Robert (Joe) Winner, Ii's email address is ro****@****rix.com
What schools did Robert (Joe) Winner, Ii attend?
Robert (Joe) Winner, Ii attended Georgia College & State University, Auburn University.
What skills is Robert (Joe) Winner, Ii known for?
Robert (Joe) Winner, Ii has skills like Insurance, Process Improvement, Health Insurance, Customer Satisfaction, Team Building, Medicare, Claim, Call Centers, Leadership, Strategic Planning, Customer Service, Vendor Management.
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