Michael Wilmsen Email & Phone Number

Successfully directed four supervisors, managed 55 Call Center team members and 20 offshore employees. Continually monitored operational metrics to ensure that customer service levels were met. Highlights:* Identified and responded to industry events with proactive solutions, resulting in return to customer service level agreements.* Initiated and implemented a customer escalated tracking system through resolution.* Consistently oversaw effective resolution of escalated customer issues.* Key stakeholder in business continuity planning, with successful implementation.

Managed Provider Enrollment team. Designed and implemented a provider retention and vendor team, reducing annualized customer cancellations by 7%. Highlights:* Chosen to turn around newly acquired, under-performing call centers. Within three months reduced customer issues from 565 to 84 in San Jose office.* Effectively managed and led large provider implementations, resulting in seamless transition in electronic claims submission.* Successfully implemented a Quality Program for patient statements with outside vendor, resulting in HIPAA compliance.

Directed, trained and led onshore and offshore teams to conduct provider verification process. Highlights:* Selected as Subject Matter Expert for two month-long assignments, traveling to India at various locations.* Expanded Sanction Provider Database (SPD) as a fraud tool that developed into being used currently in several company products.* Created and implemented provider verifications process to minimize provider fraud.

Education record

3 Years, Business Administration And Management, General