Keith Rich Email & Phone Number

Raleigh-Durham-Chapel Hill Area

Raleigh-Durham-Chapel Hill Area

Overview: Spearheaded comprehensive oversight and management of the company's operations, encompassing material management, customer information, payment processing, and invoicing. Devote appropriate attention to identifying and executing process improvement initiatives, resulting in streamlined operations and substantial cost reductions. Observe industry trends and competitor activities, leveraging insights to identify untapped growth opportunities and foster a culture of continuous innovation.Key Achievements: Revitalized the recruitment process by crafting compelling job descriptions, strategically posting positions, and conducting impactful interviews, leading to a remarkable 50% expansion of the workforce. Achieved a remarkable 25% increase in revenue and an impressive 31% reduction in operating costs, effectively optimizing overall financial performance. Pioneered the development and execution of strategies to elevate operational efficiency and effectiveness, revolutionizing processes through the seamless integration of CRM software. This initiative involved a targeted reduction of redundant websites and the implementation of a unified software ecosystem.

Raleigh, North Carolina

Overview: Laid groundwork for validating and controlling schedules, meticulously accounting for leave statuses such as ADA, FMLA, STD, LTD, etc. Functioned as the central point of contact for resource booking confirmation, conflict resolution, and solution development aligned with overarching business objectives. Provided guidance to care communication services leadership on navigating resource management and scheduling processes, offering insightful recommendations for enhanced outcomes. Chaired weekly resource meetings and facilitated the resolution of resourcing issues within various professional services groups.Key Achievements: Introduced and executed a consolidated scheduling protocol for clinical consultants, implementation engineers, remote and field consultants, and technical services roles, enabling leadership to seamlessly execute each function. Championed the development and implementation of metrics to track resource effectiveness in care communication services, providing valuable insights for optimization by creating scorecards for team members aligned with company objectives, resulting in a substantial 40% increase in team productivity. Identified and capitalized on opportunities to create and implement innovative processes and problem-solving tools, significantly enhancing the effectiveness and efficiency of care communication resourcing. Managed a 3rd party triage team for all inbound traffic, leading to a notable 60% decrease in backlog.

Raleigh-Durham, North Carolina Area

Overview: Catalyzed positive changes by reducing client response times from an extended 72 hours to a remarkable 8 hours, ensuring swift and efficient issue resolution. Coordinated the operations of two pivotal departments, encompassing help desk support and scheduling. Directed the daily management of ticket and call volume, surpassing 10,000 tickets per month, and dynamically adjusted agents' roles as dictated by operational needs. Led the scheduling team to elevating company fill rates from 68% to an impressive 82%. Engineered streamlined escalation paths to pertinent departments, enhancing the overall efficiency in meeting customer needs.Key Achievements: Enhanced agent productivity by establishing metrics, including wrap, average handle time, and schedule adherence. Additionally, implemented macros to expedite response times, resulting in a substantial boost in efficiency. Pioneered the conception and execution of a groundbreaking quality program, fostering improved understanding and communication between clients and employees. Revamped customer engagement and delivered unparalleled support through the Zendesk platform, utilizing diverse communication channels such as phone, email, text widget, and Answer Bot features.

Raleigh, North Carolina

Overview: Turned around performance by formulating and implementing departmental goals, including Key Performance Indicators (KPIs), to drive sustained productivity and developmental excellence. Effectively managed Healthcare Professionals (HCPs) and field personnel, overseeing escalations and providing sales support across three regions. Conducted comprehensive training sessions for case managers, covering existing and new products, procedures, and compliance protocols.Key Achievements: Engineered and executed comprehensive sales campaigns and pricing procedures for all product lines within the SAP environment, ensuring strategic alignment and operational excellence. Initiated the implementation of a comprehensive knowledge base for all employees, ensuring uniform and effective communication across the organization.

Piedmont Triad

Greensboro/Winston-Salem, North Carolina Area

Costal Region-Florida

Bachelor Of Arts, Management

Certificate, Underwater Mine Warfare