Jack of all trades. Client ManagementProject ManagementQuality AssuranceProject pricing

•Direct department and staff through effective planning, hiring, performance management, coaching and career development to meet goals and objectives•Working with the Enrollment Group to ensure all Member Enrollment meets contractual requirements•Assist in the formulation and development of strategies and oversee the planning and implementation of major projects, processes and technologies•Develop and implement performance standards for customer service function(s) and… Show more •Direct department and staff through effective planning, hiring, performance management, coaching and career development to meet goals and objectives•Working with the Enrollment Group to ensure all Member Enrollment meets contractual requirements•Assist in the formulation and development of strategies and oversee the planning and implementation of major projects, processes and technologies•Develop and implement performance standards for customer service function(s) and audit outcomes•Prepare annual budgets/forecasts for all areas of responsibility (or significantly assist in the process), analyze results, and ensure that all areas of responsibility meet budgeted expectations; identify and report significant variances to management as appropriate•Ensure compliance with applicable policies, procedures, processes, outcomes, contractual agreements and State and Federal regulations•Establish and implement best practices and standard operating procedures•Manage relationships with key vendors and/or internal and external constituencies in support of the Company’s strategic goals and objectives•Direct and oversee the planning, development and operation of assigned customer service functions and aid in formulating and administering organizational policies and procedures Show less

• Managing in a Union environment• Delegated vender management• Client Management• Responsible for Corporate Customer Service Strategic plan and implementation• Lead large cross departmental corporate initiatives toward process improvement• Interim Provider Services Director 2/2016 – 6/2016• Manage two locations, Modesto and French Camp• Responsible for building and maintaining a world class customer service team• Supporting plan members, providers and health… Show more • Managing in a Union environment• Delegated vender management• Client Management• Responsible for Corporate Customer Service Strategic plan and implementation• Lead large cross departmental corporate initiatives toward process improvement• Interim Provider Services Director 2/2016 – 6/2016• Manage two locations, Modesto and French Camp• Responsible for building and maintaining a world class customer service team• Supporting plan members, providers and health care facilities• Responsible for strategic vision in metrics, reporting, process, procedure and technology• Oversees the grievance and appeal process to ensure mandates are met and service standards are maintained• Led the search/selected vender/negotiated contract on Workforce Management solution• Led the search/selected vender/negotiated contract on CRM solution• Reduced abandon rate by 85% bringing organization into compliance • Reduced Average Speed to Answer by 96% bringing organization into compliance• Brought all lines into Service Level Agreement compliance• Recreated all new hire training materials• Manage vender performance and relationships• Develops and presents relevant, timely and accurate internal and external reporting• P & L responsibility; Develops and manages department budgets• Ensures direct reports promote an environment that supports and encourages the adoption of HPSJ’s stated values• Develops, retains and ensures direct reports develop and retain a competent staff Show less

Manage the overall performance of a large scale, multi-channel, healthcare related contact center. Manage the planning and delivery of contractual requirements, manage corresponding resources, ensuring that project outcomes are delivered timely and consistently with quality and proficiency. Contract management, financial management, and client relationship management. Management for project functions such as reporting, quality assurance and auditing, workforce management, Business Process and… Show more Manage the overall performance of a large scale, multi-channel, healthcare related contact center. Manage the planning and delivery of contractual requirements, manage corresponding resources, ensuring that project outcomes are delivered timely and consistently with quality and proficiency. Contract management, financial management, and client relationship management. Management for project functions such as reporting, quality assurance and auditing, workforce management, Business Process and Documentation and training. o Contract performance management o Forecast and budget management o Hiring and staff planning management o Client relationship and expectation management o Subcontractor/vendor performance management o Managing communication, coordination and performance of other stakeholders as needed• Ensure the project is in continuous contractual compliance (e.g., Service Level Agreements, reporting requirements) as well as meeting or exceeding agreed upon client commitments• Setting required project pace by defining corresponding project and individual responsibilities, objectives, tasks, schedules, and outputs• Directly contribute to and share the responsibility for the project performance by planning, securing, monitoring, and adjusting project resources (people, budget, material, time)• Manage external and internal project quality compliance, including risk and issue management, root cause analysis, implementation of corrective/preventive actions, compliance with ISO requirements audit management, and continual process improvement efforts Show less

• Managed 6 blended inbound/outbound call centers with over 900 agents• Manage 518 stations across multiple facilities/locations/disciplines• Vender Management• Oversee CATI /IVR/ACD/Web programming and Data Processing/Reporting Departments• Customer support for 14 large utility companies• Oversee 100 seat document/rebate processing department• Created a Work at Home program for agents totaling 75 agents• Created and implemented quality control process for each… Show more • Managed 6 blended inbound/outbound call centers with over 900 agents• Manage 518 stations across multiple facilities/locations/disciplines• Vender Management• Oversee CATI /IVR/ACD/Web programming and Data Processing/Reporting Departments• Customer support for 14 large utility companies• Oversee 100 seat document/rebate processing department• Created a Work at Home program for agents totaling 75 agents• Created and implemented quality control process for each segment of the business• Interact with clients/account executives/business operations group on bids/proposals• Led company procurement of new ACD/IVR/CRM platforms three times• Cisco UCCE/Cisco UCCX/Noble Systems ACD experience• Manage a $27,000,000 book of business• Develop and manage annual budget• Responsible for division profit and loss• In-depth knowledge of multiple ACD/IVR platforms • Managed all center KPIs and SLAs• Extensive knowledge of both inbound and outbound call center operations• Reduced overhead by more than $3 million annually• Increased net profit by 37 percent• Reduced overhead billing by 44 percent in Survey Operations• Reduced overhead billing by 24 percent in Technical Services• Member of the Corporate Leadership Committee Show less

Oversaw all aspects of a 168-seat phone centerInteracted with clients on bids and proposalsDeveloped and managed a $515,000 annual budgetRevived center to productive and profit makingImproved gross margin by 8 percent, total revenue by 7 percent, interviewer revenue by 11 percent and net margin by 12 percentRevived employee moraleIntegrated new interviewing software (Quancept)Instilled the "Client First" philosophy throughout the organizationReduced… Show more Oversaw all aspects of a 168-seat phone centerInteracted with clients on bids and proposalsDeveloped and managed a $515,000 annual budgetRevived center to productive and profit makingImproved gross margin by 8 percent, total revenue by 7 percent, interviewer revenue by 11 percent and net margin by 12 percentRevived employee moraleIntegrated new interviewing software (Quancept)Instilled the "Client First" philosophy throughout the organizationReduced interviewer cancellations by 40 percentScouted, negotiated and opened new center locations Show less

Oversaw all research operations, including qualitative and quantitative Analyzed costs and developed budget for all product linesDeveloped and implemented company policies and proceduresMember of a three-person team, which restructured entire companyDeveloped new cable operationsDeveloped and conducted employee trainingEvaluated sample suppliers and reduced sample costs by 36 percentEvaluated field service suppliers and reduced field costs by 30 percent

Oversaw project staffInteracted with clients on bids and proposalsProduced production reportsAnalyzed tracking studies for inconsistenciesChecked CATI/paper questionnaires for inconsistencies, flow, content and logicReport writing and presentations

Oversaw data processing departmentPrepared reports and presentations Member of a team developed to manage difficult or unusual methodologiesProgrammed data tabulationsOversaw all aspects of fast tab and document processing departmentsAnalyzed overnight scores and reported to client and account executivesStarted with company in mailroom and promoted several times within company.