Matt Kydd Email & Phone Number

Boston

Responsible for the development and management of the Pharmacy Technicians, Customer Care; Quality Assurance; Office Services; Retention; Facility Management; Security; Contract and vendor management; and procurement. Provide operational leadership to all departments with a focus on call center operations, as well as direct leadership and development for Managers and Supervisors. Developing both internal and external business relationships and procedures that support company core values as well as a professional, productive and cost-effective environment. Provide account escalation resolution for a National sales team through a partnership with Directors of Regional Sales. Accomplishments · Increased workload capacity without expense through building cross functional teams, operational efficiencies, and utilizing hourly performance targets.· Transitioned 96% of deliveries to new carrier for favorable contracted rates and improved service · Established special handling options for referral sources to ensure capabilities meet commitments · Improved service levels and decreased cost by maximizing utilizing of “time in transit” data· At or under budget for all accounts with direct responsibility· Leveraged new and old technology to expand business capabilities and improve service levels throughout internal and external interactions

Managed daily call center operation, department quality assurance, and administrative office services team to align performance with business goals. Managed and negotiated vendor contracts favorable for both sides. Accomplishments · Implemented, launched and managed the first self-service portal for patients · Increased annual revenue by $3 million through patient retention program· Improved customer satisfaction through reduced call back initiatives (First Call Resolution)

Andover

Responsible for Customer Care department staff and budget as well as overseeing call center operations including all daily contacts with existing patients ensuring their pharmacy needs are met related to their Workers Compensation, Auto, or Personal Injury claim. Implementing strategic initiatives supporting customer satisfaction ensuring each contact is positive and productive and supports customer retention. Accomplishments· Maintained an SLA of 88%-92%· Developed and implemented outbound retention program to increase patient life · Created and implemented a Quality Assurance program and relative incentive plan · Developed consolidated shipment program improving customer experience and reducing expense· Maximized automation to handle routine outbound communications · Implemented an interactive voice broadcast program to improve patient experience

Part of leadership team designed to build and manage a new line of business for the company through establishing a dynamic call center operation and support structure for multiple clients and industries.Details· Managed four separate call center outsourced projects, staffing included an Assistant Call Center Manager, 9 Supervisors, 10+ Team Leaders and 100-200 Representatives.· Establish and adjust staffing plans for inbound projects in accordance with SLA’s & budget· Analyze daily performance utilized to identify trends for improving profitability.· Oversee outbound CRM initiatives without negatively impacting other blended business.· Partner with Director of Training and QA to ensure client requirements were met · Directly manage all reporting staff for performance and company policy compliance Accomplishments· Successfully managed implementation of six inbound projects including a 24 hour coverage model· Created an operations specific quality monitoring form; improved accuracy of processing · Initiated cost-saving enhancements, mirrored and utilized with new project implementations· Successfully utilized mentorship program to fill leadership positions· Managed the cross training of staff while maintaining compliance with SLA’s· Implemented split shift increasing right party connects and overall collection results · Generated new business based on quality results of the team· Designed a tier level bonus structure with customized reporting using a combination of key performance metrics resulting in 60% of the team reaching the top tier.

Bs Business Studies In Organizational Leadership

Associate'S Degree