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.
• 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

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

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