Marc Yost Email & Phone Number

North Carolina, United States

Greensboro--Winston-Salem--High Point Area

• Oversee and manage the operations and drive performance of a Business Process Outsourcing (BPO) contact center, providing excellent customer service and industry expertise.• Manage Call Center operations based on Key Performance Indicators (KPIs), call center metrics, Service Level Agreements (SLAs), and other relevant daily performance data.• Ensure proper staffing, training, and retention for over 230 Customer Service Agents (growing to 450 in first 2 months), consistent processes… Show more • Oversee and manage the operations and drive performance of a Business Process Outsourcing (BPO) contact center, providing excellent customer service and industry expertise.• Manage Call Center operations based on Key Performance Indicators (KPIs), call center metrics, Service Level Agreements (SLAs), and other relevant daily performance data.• Ensure proper staffing, training, and retention for over 230 Customer Service Agents (growing to 450 in first 2 months), consistent processes, procedure implementation, and achievement of operational objectives.• Continually analyze and execute improvement processes for the Customer Service team and systems, creating a more efficient business model.• Partner with senior executive team and department heads to align customer service objectives, strategies, policies and procedures, and systems with company's digital marketing and overall business objectives.• Define customer service priorities and clearly communicate and implement them across domestic operations.• Develop, manage, coach, and retain Customer Service Managers and Agents to deliver an exceptional customer service experience. Show less

Greensboro/Winston-Salem, North Carolina Area

• Advised, managed, and consulted clients on protection strategies and other financial decisions on a comprehensive line of insurance and financial based solutions.• Simplified complex financial concepts while building rapport and credibility while demonstrating a deep and continued understanding of investment products.• Oversaw entire sales cycle including client follow up, while networking and building relationships with new and existing client base.• Monitored clients' assets… Show more • Advised, managed, and consulted clients on protection strategies and other financial decisions on a comprehensive line of insurance and financial based solutions.• Simplified complex financial concepts while building rapport and credibility while demonstrating a deep and continued understanding of investment products.• Oversaw entire sales cycle including client follow up, while networking and building relationships with new and existing client base.• Monitored clients' assets, liabilities and overall financial conditions and reviewed and communicated portfolio performance to clients using a comprehensive financial planning and needs analysis approach.• Collaborated with multiple business partners to craft an unsurpassed customer experience, educating clients on ways to better monitor, maintain, and handle their investments. Show less

Greensboro/Winston-Salem, North Carolina Area

• Oversight in the day to day Contact Center Operations, working to define policies and procedures to ensure best in class customer support across multiple channels by creating and developing high performing teams that provided key intelligence and continued focus on the customer experience.• Responsible for hiring, training, and providing leadership to direct report employees and call center advocates supporting underwriting, claims, technology, service, and overall customer… Show more • Oversight in the day to day Contact Center Operations, working to define policies and procedures to ensure best in class customer support across multiple channels by creating and developing high performing teams that provided key intelligence and continued focus on the customer experience.• Responsible for hiring, training, and providing leadership to direct report employees and call center advocates supporting underwriting, claims, technology, service, and overall customer satisfaction.• Transformed customer experience with focused training and education which led to improved employee survey and reduced attrition.• Effectively and efficiently managed resources to safeguard the department's targets were met including appropriate staffing levels, equipment, and resources were available and adequately utilized.• Designed and implemented leadership training and performance goals for direct report Call Center Managers and Supervisors in order to improve managerial skills and professional growth, improving company NPI score to over 97%.• Performed workplace and telephone monitoring to ensure call quality and accuracy, partnering with Quality Assurance Team to determine coaching, feedback, and training needs, monitoring performance improvement cycles for advocates with performance gaps.• Analyzed reports to determine efficiencies of existing resources and made recommendations for future needs in continued process improvement focused on quality and customer experience leading to an improved first call resolution of over 30%.• Led IT Development Team focused on customer online experience and streamlined operations.• Selected from 1300 employees to attend Executive MBA/Leadership program at the University of North Carolina at Greensboro. Show less

Greensboro/Winston-Salem, North Carolina Area

• Directed daily operation of the Loss Mitigation department, ensuring compliance with departmental policies and procedures and all applicable government and client regulations.• Managed and led a team of highly specialized loss mitigation employees and managers, achieving yearly savings of over $400M in claims avoidance. • Developed KPI’s and strategies to significantly improve results and customer satisfaction, leading to a positive customer impact in excess of $2B.• Created and… Show more • Directed daily operation of the Loss Mitigation department, ensuring compliance with departmental policies and procedures and all applicable government and client regulations.• Managed and led a team of highly specialized loss mitigation employees and managers, achieving yearly savings of over $400M in claims avoidance. • Developed KPI’s and strategies to significantly improve results and customer satisfaction, leading to a positive customer impact in excess of $2B.• Created and implemented strategies leading to an improvement of over 40% in run rates within 6 months.• Analyzed management reports for the purpose to ensure all production and quality goals were met.• Provided insight into portfolio dynamics leading to significant impact to customer portfolio performance. Show less

Greensboro/Winston-Salem, North Carolina Area

Managed and led high performing team of collection agents and managers. Responsible for inbound and outbound collection calls for all delinquency levels. Planned and executed dialer and collection strategy.• Developed statistical analysis summary highlighting production and quality objectives by agent.• Reduced delinquency by 25%, saving more than $90 million in monthly roll.• Developed process flow and standards leading to improved production, response and quality… Show more Managed and led high performing team of collection agents and managers. Responsible for inbound and outbound collection calls for all delinquency levels. Planned and executed dialer and collection strategy.• Developed statistical analysis summary highlighting production and quality objectives by agent.• Reduced delinquency by 25%, saving more than $90 million in monthly roll.• Developed process flow and standards leading to improved production, response and quality metrics.• Selected to lead several policy and procedure initiatives.• Led acquisition of Chase Portfolio reducing delinquency over 20%. Show less

Greater Atlanta Area

Managed a department of 150+ associates and team managers responsible for collecting $500 million in past due accounts. Planned and executed collection strategy. Developed, monitored and evaluated associate and team manager performance.• Developed an impact calculator to illustrate individual, team and departmental impact.• Reduced roll rates by 21% saving more than four million dollars monthly in losses.• Developed and trained high performing managers and… Show more Managed a department of 150+ associates and team managers responsible for collecting $500 million in past due accounts. Planned and executed collection strategy. Developed, monitored and evaluated associate and team manager performance.• Developed an impact calculator to illustrate individual, team and departmental impact.• Reduced roll rates by 21% saving more than four million dollars monthly in losses.• Developed and trained high performing managers and associates.• Developed a dialer strategy change that increased team productivity by over 20%.• Developed a performance management process.• Selected to move to Atlanta and turn around underperforming group.• Created a developmental tool leading to an increase of over 20%.• Selected to participate in a talent management exchange program where best practices are shared• Assigned to turn around underperforming teams which led to successful and sustained improvement• Increased phone payments for delinquent accounts by 35% reducing potential losses by $170 million annually. Show less