Jt Hancock Email & Phone Number

Rancho Cordova, California, United States

Sacramento, California Area

• Project Management4/1/2020 - 6/2024Quality Assurance and CSAT Manager: 7/2016 - 3/2020Manage Contact Center projects to improve member experience and improve survey results.
• Use Six Sigma to determine cost/benefit analysis to present strategic improvements.
• Manage Contact Center vendor to meet/exceed quality & service level metrics.
• Provide regular operational updates with analytics. Provide identified priorities and recommended actions to Senior Leadership.
• Conduct User Acceptance Testing on all First Tech systems.Notable Projects:
• Cisco/Finesse/Calabrio phone system install in 150-seat Contact Center 2022.

Irvine, California

• Project Management: Created project plans to implement technology solutions and business process outsourcing for partners. Led project and integration meetings.
• Utilized Six Sigma to identify needed process improvements for business partners.
• Presented solutions with ROI analysis to business partners and potential partners.
• On-boarded new clients for business process outsourcing. Designed and implemented operational reporting for affected lines of business.
• Implemented 100-seat Philippines call center.
• Managed service level agreements and KPIs for offshore mortgage operations center; five business units including inbound & outbound call centers.

• Managed six patient service teams with two direct report supervisors for patient access call center.
• Exceeded patient satisfaction by ensuring excellent patient communications and timely access to care.
• Maintained excellent working relationship with six large high volume hospital clinics; Anaheim & Santa Ana Health Clinics and ENT, Digestive Disease, Ophthalmology and Neurosurgery teams.

Orange County, California Area

• Managed 50-seat operations center with two direct report managers, seven departments and offshore business partner. Responsible for production and quality service for: client & technical support, income tax, social.
• Implemented performance metrics and scorecards for all work functions.
• Increased productivity by 33% by setting attainable goals for all employees.
• Decreased call abandonment by 50% by creating set work, lunch/break schedules (workforce management).
• Created and rolled out quality assurance program.
• Created reporting analytics for all teams.

Orange County, California Area

• Managed 80-seat Auto Finance customer service call center with six direct report supervisors. Responsible for exceeding customer service satisfaction, achieving service level and productivity goals. Supervised.
• Proven leadership resulting in high employee morale/engagement - Gallup scores in high 4.0 range and low employee turnover of under 10% annually.
• Developed annual business plans and operating budgets.
• Decreased call abandonment from 15% to 10% in six weeks and under 5% within six months.
• Improved productivity by 20% within the first twelve months. Awarded top performing site for three concurrent years.

Greater Los Angeles Area

• Launched consumer direct credit report team and web site. Managed eight direct reports. Budget responsibility: $12 million
• Created & executed business, marketing and project plans across all corporate business units.
• Managed business development activities, product marketing & web development teams.
• Established and managed strategic alliances with vendors and business partners.
• Managed customer security breach program with legal and compliance teams.

Bachelor Of Arts (Ba), Communication, General

Associate'S Degree, Business Administration, Management And Operations