Michael Oberle Email and Phone Number

Responsible for prospecting, building and maintaining client relationships, including continuous review of products and services utilized by the client, and offering additions for continued revenue growth solutions to achieve strategic business goals.Prepare a variety of materials such as financial justification/ROI, contracts, RFP's, quarterly report studies, industry trends and best practices in order to best highlight the proposition and benefits to the client.Analyze program performance in conjunction with client's business goals to provide consultative advice regarding business solutions provided by business units across West.Responsible for overall sales and revenue growth within the healthcare vertical. Oversaw contract negotiation, project management, patient outreach and client customer service for multiple Fortune 500 companies.

Coordinate, lead, manage and develop project plans with varying degrees of scope and technical depth for all projects relating to client and internal company requests and direction. Coordinate timelines and communication between all verticals and divisions of West to achieve desired outcome of all projects. Provide continuous updates and communicate status, milestones and updates to all parties, including C-level executive groups, for a given project.Responsible for overall growth performance and profitability of the Client Operations group, client call centers, Client Services IVR/VACD platform and client relationship on a 24x7/365 day basis.Review contracts and RFP’s and assist with contract updates and renegotiations throughout the life of the West/client business partnership, and ensure that all scope of services and financial and contractual parameters are addressed, met and adhered to.Manage multiple levels of staff and oversee all projects and activities on both the call center and IVR client services side of the West client relationship, ensuring growth and SLA success across divisions.Provide consultative advice to clients on technical and program issues, program performance, program integration, and recommend products and advanced features and functions for the platform to enhance client productivity and profitability.Travel as needed to ensure all levels of client communication and consultation are established and maintained.Conduct market, competitive and overall product analysis regarding all products and services offered to and used by our clients.Review monthly budget variance reports and offer insight on estimated invoice projections, client minutes and overall client performance to ensure continuous upward revenue growth and client performance.Responsible for contract status and negotiation, project management, revenue growth and customer service for clients representing over $1M a month and call center line groups of up to 300 employees.

Coordinated and oversaw the completion of all new program set up and account maintenance activities with the necessary staff and departments.Proactively controlled and oversaw the quality of all components or tasks that were required to fulfill a client request.Ensured all technical support requests were completed in an accurate, efficient and timely manner.Established an excellent working relationship with each assigned client and continuously strove to improve the level of overall service; and responded to 24-hour/7-day-a-week service needs as required.Continuously trained on new programs and other technical advances utilized by West, to better meet and exceed client’s expectations.

Responsible for recruiting, training and development for TR team.Assisted TRs with call processing and system related concerns.Processed incoming calls for Direct Response promotions.