John G. Email and Phone Number

Responsible for managing and implementing the overall project requirement. Organize, direct, coordinate planning, and implement all project support activities. Interact with program officials regarding issues and status of the project. Coordinate financial and staffing resources. Monitor and analyze performance data and report results to government agency. Coordinate training activities to keep staff current on agency programs and customer service objectives. Manage the activities of sub-contractors; prepare operations, management, and finance reports. Lead contact center project communications; organize, track, report and communicate current status of program projects. Manage IT change control requests; research and present information about new and innovative contact center technologies and how the program could leverage those technologies into current processes and procedures.

Managed all daily operations and dedicated COVID-19 surge-driven customer service (phone/e-mail) for Center for Disease Control, providing strategic and tactical aspects of client relationship for 5-site portfolio (600 FTEs). Served as primary point-of-contact between business development and service delivery teams to drive operational excellence and further account intelligence.

Outsourced call center operations support role, focused on process improvement for all incoming Medicare and Affordable Care Act calls nationwide for the Centers for Medicare & Medicaid Services (CMS). Provided additional client service support, managing implementation and monitoring day-today operations for the United States Postal Service, which included back office support for 4-site call center operation that supported 1,600 FTEs.

Managed planning, direction, and coordination of three customer care management/regulatory compliance operations, supporting 1.5MM members. Oversaw Provider Call Center, serving 67K providers. Responsible for expeditiously resolving inquiries from members and providers, handling 4MM+ incoming calls and annually processing 4,000 issues/complaints and appeals annually.

Responsible for providing operational oversight and direction to four call centers, geographically dispersed, to ensure consistently-provided services in accordance with service level agreements between the Service to the Armed Forces department and participating chapters.

Responsible for standards, “best practices” reporting, and performance management for two sites. Championed and supported usage of Siebel Analytics throughout 311 and citywide. Served as primary liaison for Mayor’s Press Office, and as Siebel SME to executive management.

Managed all aspects of call center operations providing New York City government information to 18MM+ callers annually. Responsible for staffing, training, operations, quality, and facilities management. Conducted performance evaluations, managing results.

Led process excellence initiatives, including customer satisfaction and business performance analysis and improvement, supporting two sites with 450 combined seats. Identified improvements to service quality, reducing call handling complaint errors from 8% to <1%.

Managed 300-seat blended call center providing New York City government information services. Responsible for all operational aspects, processing 15MM+ calls annually.

Managed 20 agents; utilized Nortel workforce management and call monitoring application to measure and track critical performance, processing 12MM+ calls annually.