John Kolet, Mba Email & Phone Number

Chicago, Il, Us

Greater Chicago Area

• Lead strategic planning and operations including workforce management, talent development, quality, vendor management, process improvement, and omni-channel customer experience for a national contact center serving 12 million+ (Medicare, Medicaid & Commercial) customers across all 50 states • Develop financial objectives and manage an operational budget• Oversee a team of 7 including Associate Directors across 3 lines of business and senior leaders in Workforce Management, Vendor Management, and IVR Administration• Serve on National Executive Leadership Team; partner with VPs & AVPs to develop strategic roadmaps and implement digital enhancements, technology automations, and AI initiatives enterprise-wide• Lead digital experience, web chat, and social channels (Facebook & Twitter) for customers• Collaborate with cross-functional senior leaders in HR, Finance, Sales, and Product Management• Direct process flows, curriculum design, training, and hiring for contact center with 1,650+ employees• Set and manage KPIs such as response time, handle times, satisfaction, compliance, and call quality• Consistently met 100% of performance guarantees and service level targets since start of position • Reduced average handle time by 5% and drove plan to decrease administrative costs, saving $1M+ • Implemented social community platform, reducing calls and increasing member adoption by 40%+ and AI chatbot technology that intercepted 350,000+ chats, contained 60%, and saved over $3M+• Launched innovative customer onboarding, yielding +10% in NPS and 60%+ increase in web registration• Operations ranked #1 in Florida and Texas in the J.D. Power ranking and #1 in Forrester’s U.S. Consumer Experience Index of Health Insurers for the past 3 years

Greater Chicago Area

• Directed operations for wellness rewards start-up business (Go365); growing business from inception to 450+ employees, serving 6 million+ members, and generating an annual revenue of $100M+• Drove strategy to launch digital customer experience including Intelligent Virtual Assistant (IVA)/chatbots and social communities, which resulted in cost reduction of $2M+• Oversaw a team of 5 leaders across Customer Service, Operations, Vendor Management, and Program Management and managed an operational budget• Led initiative to provide customers with increased opportunities to assess health risks and prevent disease, successfully decreasing healthcare service usage (medical loss ratio) by 5%+

• Led business growth strategy and oversaw claims processing, billing, enrollment, business systems development, and production support for a center with annual claims processing totaling $500M+ • Managed an operational budget of $9M+• Oversaw Managers in Quality Assurance, Claims, and Operations, an internal support team of 110+, and 75+ outsourced staff • Ensured ongoing compliance with HIPAA and Department of Insurance regulatory requirements

Greater Chicago Area

(acquired by Humana)• Led strategic planning and operations of 5 business units and managed over 130+ support staff providing services to 4.8 million+ members nationwide• Directed sales operations including account retention strategy for $40M+ territory • Implemented a professional claim review initiative that reduced claims costs by $2.5M+ • Successfully integrated the vision claims operations of a $100M+ acquisition into new parent company; driving efficiencies resulting in cost savings of over $5M+• Led the development of the company’s first generation of dental PPO product offerings and developed business strategies to expand market share• Oversaw the recruitment and retention of a managed care provider network of 600+ healthcare specialists

Greater Chicago Area

• Directed sales operations for $40M territory; developed proposal strategy and ongoing retention of major accounts • Led the development of the Company’s first generation of dental PPO product offerings, and developed business strategies to expand market share• Oversaw the recruitment and retention of a managed care provider network of over 600 general dentists and specialists • Negotiated contracts and ensured access to care requirements were met for the State of Illinois’s employee managed care dental benefit program

Master Of Business Administration - Mba, Finance, General

Bachelor Of Science - Bs, Finance, General