•Designed and implemented a workforce management/staffing solution for a Medicaid Managed Care Company. Trained the staff in the use and optimization processes for the tool.•Designed and implemented a workforce management/staffing solution for a Bank/Trust Company. Analyzed call center data to assess the impact and develop staffing plan for an upcoming merger. Trained the staff in the use and optimization processes for the tool. Designed, developed and implemented a Call Center… Show more •Designed and implemented a workforce management/staffing solution for a Medicaid Managed Care Company. Trained the staff in the use and optimization processes for the tool.•Designed and implemented a workforce management/staffing solution for a Bank/Trust Company. Analyzed call center data to assess the impact and develop staffing plan for an upcoming merger. Trained the staff in the use and optimization processes for the tool. Designed, developed and implemented a Call Center Performance Reporting process that included Management Reporting, Executive Dashboards and Agent Performance Scorecards.•Prepared a Cost vs. Benefit Analysis to support a decision to bring a contact center in-house vs. keep it with an outsource vendor. Performed an analysis of the contact center vendor performance and designed a vendor oversight process. Designed and Implemented changes and enhancements to data analytics and client reporting for a Worker’s Compensation Case Management Company. Show less

•Lead all aspects of multi-channel contact center operations and BPO services supporting various clients. •Exceeded all customer Key Performance Indicator (KPI) expectations•Lead an organization of 150+ employees across 5 sites and managed an $11M annual budget•Achieved all annual Profit Margin goals•Supported the sales organization by acting as the operational subject matter expert in developing RFP responses for all operational services functions and meeting with potential… Show more •Lead all aspects of multi-channel contact center operations and BPO services supporting various clients. •Exceeded all customer Key Performance Indicator (KPI) expectations•Lead an organization of 150+ employees across 5 sites and managed an $11M annual budget•Achieved all annual Profit Margin goals•Supported the sales organization by acting as the operational subject matter expert in developing RFP responses for all operational services functions and meeting with potential clients as part of the sales process. Show less

VICE PRESIDENT OF TELESERVICES (2011 to 2012)SENIOR DIRECTOR OF CONTACT CENTER SERVICES (2009 to 2011)Highlights:•Lead all aspects of Multichannel operations for inbound customer service, outbound TeleSales, E-Commerce Video-Detailing, Teledetailing and order processing, in support of PDMA and FDA compliant marketing campaigns (Direct to Consumer and Direct to Prescriber) for clients in the Pharmaceutical Industry. •Exceeded all customer Key Performance Indicator (KPI)… Show more VICE PRESIDENT OF TELESERVICES (2011 to 2012)SENIOR DIRECTOR OF CONTACT CENTER SERVICES (2009 to 2011)Highlights:•Lead all aspects of Multichannel operations for inbound customer service, outbound TeleSales, E-Commerce Video-Detailing, Teledetailing and order processing, in support of PDMA and FDA compliant marketing campaigns (Direct to Consumer and Direct to Prescriber) for clients in the Pharmaceutical Industry. •Exceeded all customer Key Performance Indicator (KPI) expectations•Recognized for achievements as Senior Director and promoted to Vice President to lead 100 additional employees (250 employee’s total) and manage $1.5M budget increase ($8.5M total).•Oversaw expansion of call center from 100-300 seats resulting in inbound/outbound service level improvements of 25%. Show less

Provided Project Management Services to a Large Medicare Third-party Administrator. Ran several projects designed to improve the call center efficiency and quality. Designed, developed and implemented a new Performance Management system that tracked and reported Performance for all levels of call center (Reps, Supervisors, and Client) and integrated it with the Annual Performance Appraisal process. Features of system included individual Call Ctr Rep and Supervisor Scorecards used to report… Show more Provided Project Management Services to a Large Medicare Third-party Administrator. Ran several projects designed to improve the call center efficiency and quality. Designed, developed and implemented a new Performance Management system that tracked and reported Performance for all levels of call center (Reps, Supervisors, and Client) and integrated it with the Annual Performance Appraisal process. Features of system included individual Call Ctr Rep and Supervisor Scorecards used to report performance results compared to goals for Productivity, Quality, Attendance and Special project performance indicators. Management and Executive level Performance roll-up reportsProvided Management Services to develop and deliver Outbound Call Center services for a Large Medicare Advantage Special Needs Health Plan. Services provided included successful outbound call support to an effort to expand the Health Plan into 4 new states and develop and contract with a Provider Network sufficient enough to meet the Federal (CMS) and State Government requirements for adequacy. Also, outbound collection calls as part of both a mail and call campaign that collected $2 million in unpaid and past due premium payments from members. Designed, developed and delivered system requirements, custom reporting, employee performance measurement and tracking systems, employee training, etc. Responsible for all aspects of the daily operations and client relations and exceeded all client expectations. Show less

2005-2007:Associate Vice President of Service Operations Develop and Direct a new organization that includes the complete Financial management process (Budgeting, Financial performance analysis and monitoring, Staffing Model development, Cost/Benefit Analysis, Personnel and Purchase requisition, etc.) for the $90MILannual admin expense budget and the $10MIL annual Corp. initiative budget for expense and Capital of the Service Operations Organization (Operations, PMO, Information… Show more 2005-2007:Associate Vice President of Service Operations Develop and Direct a new organization that includes the complete Financial management process (Budgeting, Financial performance analysis and monitoring, Staffing Model development, Cost/Benefit Analysis, Personnel and Purchase requisition, etc.) for the $90MILannual admin expense budget and the $10MIL annual Corp. initiative budget for expense and Capital of the Service Operations Organization (Operations, PMO, Information Solutions). 2004 to 2005: Associate Vice President of PMO Develop and establish a Corporate Wide Project Management Office (PMO). Design Project Management methodology, tools and processes. Work with Senior Leadership to develop a Corporate project governance process that included project prioritization, sponsorship, and communication plans. 2001-2004: Senior Project DirectorDirect and Implement various projects initiated by Senior Management Show less

Develop and manage various corporate projects for the Operations and Cost Containment Department. Duties include project plan development with key milestones and critical path identified, cost vs. benefits analysis, post-implementation evaluations, etc. Facilitate the internal project management process by selecting project team, facilitate project meetings, manage the project timeline and ensure projects completed on time and within budget. Managed various projects including Annual Open… Show more Develop and manage various corporate projects for the Operations and Cost Containment Department. Duties include project plan development with key milestones and critical path identified, cost vs. benefits analysis, post-implementation evaluations, etc. Facilitate the internal project management process by selecting project team, facilitate project meetings, manage the project timeline and ensure projects completed on time and within budget. Managed various projects including Annual Open Season/Enrollment Campaign, Complete telecommunications conversion to new Long distance carrier, Design and implementation of Performance based measurement system and database for all non-management positions. Show less

Designed and implemented the Customer Service Organization for a new start-up Managed Services Organization (MSO) that delivers Claims, Customer Service, Enrollment and Medical Management services to HMO’s (commercial and Medicare). Managed the implementation of all Call Management Equipment (i.e., ACD, IVR, Reporting Software, phones and Quality Monitoring equipment). Designed all phases of new Client Implementation (i.e., Benefit Plans on production System (Facets), workflows, Policies and… Show more Designed and implemented the Customer Service Organization for a new start-up Managed Services Organization (MSO) that delivers Claims, Customer Service, Enrollment and Medical Management services to HMO’s (commercial and Medicare). Managed the implementation of all Call Management Equipment (i.e., ACD, IVR, Reporting Software, phones and Quality Monitoring equipment). Designed all phases of new Client Implementation (i.e., Benefit Plans on production System (Facets), workflows, Policies and Procedures, letters, reports, etc.). *Received recognition from clients for flawless implementation Show less

1998:Client Sales and Support Team, Force and Asset Manager Developed the plans for profitably assigning and utilizing Company assets (i.e., staff, workstations, site selection, etc.) for all new business opportunities for new and existing clients. Provided Sales team with data in support of Client requests Bids/Proposals fornew business. 1996-1997: Operations Team, Manager of Service Excellence Managed 60-120 Call and Data Entry Specialists for a 24 hour 7day a… Show more 1998:Client Sales and Support Team, Force and Asset Manager Developed the plans for profitably assigning and utilizing Company assets (i.e., staff, workstations, site selection, etc.) for all new business opportunities for new and existing clients. Provided Sales team with data in support of Client requests Bids/Proposals fornew business. 1996-1997: Operations Team, Manager of Service Excellence Managed 60-120 Call and Data Entry Specialists for a 24 hour 7day a week Inbound Sales and Customer Service program. Developed and administered Performance management system for entire program. Managed all program changes, enhancements and problem resolutions for four different operating systems.1994-1995: Operations Team, Production Manager Managed all phases of project start-up (system development, training, hiring, etc.) and implementation for Inbound customer service, order entry, and fulfillment program for Fortune 5 Telecommunications company. Exceeded all Client and Company objectives for call handling (i.e., speed of answer, service level, quality, etc.), order entry, fulfillment turnaround and quality and profitability.1993-1994: Operations Team, Senior Floor Manager Directed complex Business to Business Outbound Sales program for Fortune 5 Telecommunications company. Headed highly profitable operation of more than 250 employees and managers. 1989-1993: Operations Team, Project Manager Successfully managed project design, start-up and Client Relations for multiple outbound Sales and Lead Generation projects for a variety of Fortune 1000 customers in the Insurance, Banking, Food and Beverage and Telecommunications Industries.1983-1988: Inbound Telephone Response Representative in Shareholder Services Handled inbound customer service calls from shareholders of large Fortune 50 Telecommunications Companies. Show less