Keith Mcgregor Email & Phone Number

Remote

Columbia, Sc

• Served as the project point of contact for the creation of SC Thrive Contact Center which included development of contact center operations, system management, and facility requirements• Presented assessments and recommendations to the Alliance for Healthier South Carolina, South Carolina Department of Health and Human Services, and other state agencies regarding Medicaid enrollment • Facilitated meeting with the South Carolina Department of Health and Human Services in review of proposed solution for IVR and reporting functionality• Developed and established in writing the Technical Approach component of current RFP in process• Collaborated with Director of Health Projects, Director of Programs and Operations, and Director of Grants and Contracts• Provided expertise and review of the operational structure, performance reporting, and policies for existing contact center

Columbia, South Carolina Area

• Enhanced efficiency and developed best practices for a call center with 1400+ exempt and non-exempt employees • Developed key strategic partnerships and served as subject matter expert to Director, Associate Directors, and Supervisors • Identified outliers by interpreting relevant data; scheduled meetings for both remote & side-by-side monitoring• Prepared project life cycle including revenue and expenses for the Northeast Area contact centers• Co-led “Men in Leadership” program to mentor and enhance leadership ability among selected talented employees • Facilitated and supervised professional development sessions to engage, educate, and train employeesKey Accomplishments:• Recognized for the implementation of National Best Practices resulting in savings of $143K• Developed training material for leadership enterprise-wide to create relevancy in the “Loyalty Combined” initiative • Co-led “Men in Leadership” program to mentor and enhance leadership ability among selected talented employees

Columbia, South Carolina Area

• Developed and directed a leadership team of 15+ exempt employees to deliver consistent performance results and to meet monthly customer experience objectives • Supervised and motivated 100+ non-exempt top performing employees • Decreased customer concerns by transforming employee focus to direct customer resolution• Spearheaded the selection and hiring for the Technical Support department• Participated in various Human Resources and leadership functions such as, recruiting, interviewing, training, disciplinary actions, performance evaluations, and terminations• Appointed as point of contact in the absence of the Director Key Accomplishments:• Recipient of Directors Award, 2011• Selected for VZ Leader 3 – Director Fast Track, 2011• Nominated and selected for Leader of Excellence Award, 2006, 2009, 2010