Kyle Eddy Email & Phone Number

Franklin, Tn, Us

Alpharetta, Ga, Us

Executive team member reporting to the CEO overseeing 800-agent multisite call center. SPH is a leading Private Equity owned Healthcare analytics provider designed to improve the patient experience by keeping healthcare cost down while improve patient overall health and wellbeing. Responsible for defining and the program management of the company strategic projects & operational strategies. Responsible for all customer experience healthcare and medical outcome survey & data collection activities for both Payer (B2B) and Providers (B2C). Responsible for all enterprise wide operational functions inclusive of all call center sites, IT service management, workforce management & scheduling, recruitment, training, QA-QC, vendors and government compliance teams. Managing a direct staff of 4 Directors and 3 managers.Transformed within the first 100 days an underperforming organization by introducing relationship building & collaborative culture to identify areas of process improvement opportunities.Turnaround leader rewarded within 6 months to head all customer-facing operations including the Regulatory & Compliance, Quality Assurance, 3rd party vendors and the Direct Mail teams. Within the first year lowered the cost per complete unit from $21 to $11 by lowering expense, increasing productivity and raised customer satisfaction. Within the first year reduced annual labor expenses by $4.5M via right sizing through alignment with HR team and proper workforce management strategies that reduced employee churn, removed non-compliant schedules and unnecessary overtime by an additional $800K annually. Reduced direct mail expenses by $2.1M through consolidation of print vendors.Executive team member during the transformational M&A of 2 companies tripling the footprint of the organization. Post acquisition leader spearheading the transition and integration of the call center, and back office production departments.

Atlanta, Georgia, Us

Recruited to join the Executive team reporting to the CEO. Executive Leader of the start-up of the Consumer Direct Residential Lending organization. Expanded lending from $100M to $500M annually with a team of 3 Vice Presidents and 3 Directors. Headed the newly launched consumer direct brand, “Qualifi” with oversight for the strategic planning and program management for the inside & outside sales team inclusive of technology selection, workforce planning, pipeline strategy and lead management. Responsible to innovate/transform all customer-facing operations and servicing platforms providing best-in-class customer experience. Within the first 90 days instituted sales and retention strategy based on the digital marketing campaign.Within the first 120 days constructed a dedicated sales & customer contact center. With the voice of the customer in mind delivered a revitalized customer care workflow strategy, policies, processes and procedures including best practices in performance standards.Established a 3-year revenue and expense to achieve the $1B annual origination goals including defining the customer journey via digital data and process mapping.Co-managed with the Chief Marketing Officer the strategic Go-To-Market $20M digital launch strategy plan inclusive of collecting, interpreting and trending Google analytic data captured during digital campaign cycles.Partnered with both cross and inter-departmental teams to foster relationships with a consistent sense of urgency. Introduced key business priorities that aligned with core business strategies that influenced an atmosphere of continuous improvement through collaboration.

Atlanta, Georgia, Us

Recruited to transform under achieving inbound/outbound high volume 1,200 agent BPO Insurance Sales & Support contact center. Center leader developing and managing $50M budget. Supervising a team of 12 senior managers. Succeeded within 180 days by Implementing proven workforce strategies as well as a laser focus on improving account management to transform and position the team into a leading customer service center. • Within the first year achieved reduced annual labor expenses $6.5M by right sizing through alignment with the HR team and proper staffing that optimized and eradicated non-compliance schedules. Additional cost analysis reduced unnecessary overtime by $850K. Decreased AHT 120 seconds by aligning business requirements within regulatory compliance and process requirements.• Impacted High Value channel Top-2 Box Telesurvey Quality and NPS results by identifying trends and improving soft skills with strategic go-forward coaching plan and by separating skill type training and application knowledge.• Surpassed Net Promoter Score Interaction/Call Resolution survey results to first place. Structured a program that delivers consistent, monthly superior rating in both Customer Interaction and 1-Touch Resolution.• 2015 CEO Achievement winner for outstanding performance for turning around within 8 weeks a center that missed SLA 6 consecutive months. Achieved the highest Leadership Integrity and Engagement scores with a 4.78 out of 5.0.

Irvine, Ca, Us

Responsible for the start-up and build-out of a multisite BPO call center growing to over 600 agents providing customer services for a $1.38T financial portfolio. Site leader with account management & P&L accountability including budget preparation, inclusive of call center financial goals, call center improvement projects, revenue, expense and margin goals.Responsible for the enterprise build out of a “World Class “ center inclusive of all center telecommunications, technology CRM applications and the workforce management, QA, Training teams.Consistently exceeded margin goals by 5% to 12% annually.Within the first 180 days spearheaded and executed strategy that successfully achieved the start-up design and build out of a world-class contact center. Within the 24 months built the operation to 3 domestic sites and 1 near shore operation in the Dominican Republic. Tasked with finding a near-shore solution. After 45 days of multiple site due diligence reviews, selected and partnered with a captive company in the Dominican Republic to build out a 300 seat center. Led the project team to ensure the center was online and operational within 180 days.Created Workforce Management department for real-time agent productivity reporting and specific client gate Service Level activity. Transformed agent schedule compliance and productivity goals to reduce cost, expanded margins by increasing agent production & occupancy levels.