John Eichman Email & Phone Number

Wayne, Pennsylvania, United States

Greater Philadelphia Area

Lead a multi-site department of 2 supervisors and 28 phone associates/case managersRestructured my department to improve work flow and processing efficiencyConducted regular coaching and developmental meetings with my team members to ensure their continued development, as well as mid-year and year end performance reviewsAchieved the highest departmental customer satisfaction ranking throughout the company and maintained it for two years – 2010 & 2011Managed departmental budget to stay within prescribed budgeting limitsLead multiple Six Sigma style projects including the revision of all outgoing customer correspondence held in a proprietary database and the company wide standardization of phone associate metrics Handled reporting for agent satisfaction surveys, revenue, and work volumes and disseminated results throughout the company for process and service improvement Partnered with insurance carriers as a client relation liaison to improve the exchange of work, ensure favorable approval ratings for our agents, and resolve individual high dollar policy issues Served as the insurance carrier liaison “champion” for ING/Reliastar Insurance for the entire companyManaged staffing and selected high-quality new staff for open positionsRevised case audit criteria and documentation to standardize the process throughout the companyAnalyzed operational processes to evaluate the performance of the division and the staff to determine areas of cost reduction and program improvement through the use of Six Sigma methodologyDeveloped and facilitated monthly training and informational web-ex sessions for the entire companyFunctioned as go-to person for all platform and divisional reporting throughout the company

Lead a department of 23 health claims processors and provided coaching and statistical feedback on a daily basisRectified a 2.5 month backlog of claims in 6 weeks to improve payment turnaround to health care providersDirected departmental resources and strategies as dictated by real-time workflow dataPublished daily historical reports to maintain accurate department metrics

Maintained the high quality and productivity results for 11 processing/correspondence associatesProvided continuous feedback, coaching and development of staff through project work and internshipsPossessed knowledge of over 20 separate in-house mutual fund related workflows and general tax, IRS, and SEC laws and regulations Conducted strategic planning, specifically related to staffing based on expected volumes, historical data and business needs Experienced in Six Sigma/DMAIC methodology and its application in both large and small projects Lead two major divisional projects as well as several smaller departmental initiatives involving improvements to systems security, workflow enhancements, associate quality measurements, and developing cost efficient alternatives to non-value added functions within the division

Managed a team of 17 Life Insurance Customer Service RepresentativesHandled escalated calls as needed to ensure customer satisfactionManaged phone staffing models to ensure adequate coverage based on forecasted call volumesProvided weekly call coaching sessions to develop staff

Completely knowledgeable on all aspects of life insurance policies, laws, and regulationsHandled escalated calls as needed to ensure customer satisfactionHelped train my supervisor to manage a call center teamMonitored and coached new hires

Possessed detailed knowledge of Medicare and Medicare Supplement plansHandled escalated calls from peers as needed to ensure customer satisfactionProvided weekly call coaching sessions new hiresHandled 120 – 160 calls per day from clients

Bs, Organizational Business Dynamics

Bachelor Of Arts - Ba, Human Resources