Michael Biggar Email & Phone Number

StayWell Health Management (SWHM) acquired LifeMasters. I was part of the group that transitioned into SWHM, as part of the acquisition. My job description remained the same, but my title changed to Manager from Consultant.

Below is an excerpt from job description:- Act as a consultant to Service Delivery Division and other areas of StayWell by providing process expertise and statistical data analysis to support the assessments and priority of process improvement opportunities in support of key business metrics.- Serves as initiative/project lead and directs assigned project teams to implement quality process improvements that result in improved customer experience and business performance metrics.

- Created department responsible for workforce management; seven (7) call centers, over 500 CSRs and 7 million inbound contacts annually- Managed a team of eight (8) through implementation of a new staffing application and new, robust performance reporting which resulted in a sustained 7% reduction in CSR workforce

CALL CENTER PERFORMANCE IMPROVEMENT; Project Manager- Built and successfully implemented Call Center performance improvement strategy (revenue: $150,000, 6 month duration)- Improved and stabilized call center service levels and inventory backlogs through re-organization and process re-design- Assessed call center personnel skills, key call center metrics and existing processes. Developed and later implemented improvement recommendationsPROCESS RE-DESIGN FOR APPLICATION IMPLEMENTATION; Project Manager- Managed a team of skilled client resources through an extremely diverse and politically charged project to re-design the process technicians’ used to build and document their wireless network- Led team through high-paced development of application training material (training created and finalized within one month)