Mike Soltis Email and Phone Number

A strategic business partner with over 20 years of experience managing large contact centers with responsibility over Cigna's Pharmacy Contact Center based in Phoenix, AZ. We support pharmacy prescription fulfillment for Home Delivery, Customer, Provider and Specialty related Medication calls for Cigna's customer base. I actively contribute to the overall company operational targets as well as the daily business decisions. My proven track record is demonstrated in the achievement of KPI’s or key goals with an emphasis on; meeting Service Levels and/or ASAs , Quality management, Workforce management planning, Call Routing effectiveness, low abandonment rate, high conversion rates, staffing utilization, and financial performance as related to both cost and overall efficiency.My commitment to excellence is demonstrated through continuous staff development programs, enhancing employee engagement, service, knowledge, skills, and morale.Strong operations focus with an emphasis in:• Financial performance managing cost containment • Excellent Customer and Employee satisfaction • High Quality Assurance• Low attrition rate• Strong Employee engagement

A strategic business partner with over 20 years of experience managing large contact centers with responsibility over a travel contact center redemption line of business generating in excess of $1B in sales. I actively contribute to the overall company operational targets as well as the daily business decisions. My leadership success is measured on my ability to improve upon all Call Center Metrics while building client relationships and providing high quality services. My proven track record is demonstrated in the achievement of KPI’s or key goals with an emphasis on; meeting Service Level Agreements (SLA), quality management, workforce management planning, low abandonment rate, high conversion rates, staffing utilization, and financial performance as related to both cost and revenue generation.My commitment to excellence is demonstrated through continuous staff development programs, enhancing employee engagement, service, knowledge, skills, and morale.Strong operations focus with an emphasis in:• Financial performance managing cost containment and revenue generation• Excellent Client and Employee satisfaction • High Quality Assurance• Low attrition rate• Strong Employee engagementProficiency with the following systems:• Multiple GDS reservations systems such as WorldSpan and Sabre• IEX and Aspect Workforce Management Software• Avaya CMS

Director of Operations

Retail Branch Manager

and 1992 - 1994 (2 years)Branch Manager and Call Center Operations Manager