John Thomas Email & Phone Number

Greensboro, Nc, Us

Charlotte, North Carolina, United States

Hired to onboard, operationalize, and expand newly developed benefit accounts team and existing call center operations. Maintains oversight for service and support teams delivering world-class customer service to tax-advantaged benefit account members and their employers.

Warren, Pennsylvania, United States

Hired to revitalize the Workforce Management and Executive Reporting teams. Directs and manages support functions for the business including WFM, executive reporting and incentives, quality assurance, and call center vendor management.

Hired to re-engineer all activities related to annual readiness project plan for 29 departments in the Medicare industry. Promoted to turn-around low functioning BPO call center. Directs and manages all aspects of Service Operations and vendor oversight for member, provider, and pharmacy services.

Directs and manages all aspects of the call operations within eastern region across all products - Medical, Retail Pharmacy, Dental, and support of Tel Drug (RX Mail Order) inquires, across two sites; total 600+ employees. Coordinates processes and procedures among matrix partners to ensure superior customer service and support, effectively allocating resources.

Directs and manages a group of managers and their direct reports (140 employees) in the day to day activities of inbound phone operations. Responsible for driving the strategic initiatives set by the executive office and site director.

Manages the day to day activities of 25 frontline staff responsible for handling assist and escalated calls. Collect and develop reporting to identify trends and training gaps within call operations.

Manage front line staff of 18 in day to day activities with a focus on driving cross-sell opportunities to enhance the overall consumer experience.]