Here, I successfully build new contact centers and lead a team of 130+ members that deliver superior customer service.➥ Shift to a fully remote working model in response to the COVID-19 pandemic working requirements. Draft and publish a virtual hiring practice, online training curriculum, and a virtual employee engagement playbook.➥ Target and secure a commitment from the largest client in the company’s history. Increase the customer base size by 25% and elevate the member SAT score to 4.8 out of 5.0. ➥ Collaborate with the talent acquisition team to shift the hiring focus from onsite to a “hire to retire” plan. Engage high potential candidates on social media and boost the overall retention rate.➥ Install cutting-edge technologies and tools in a fast paced call center environment. Exceed all KPIs, streamline the new hire onboarding process, and upgrade the technology infrastructure. ➥ Routinely outperform goals and objectives for four consecutive years. Elevate service levels to 95% (80% target) despite a 70% increase to call volumes. Achieve 96% month-over-month customer satisfaction scores.

In this position, I led a team of 1k+ members that navigated all customer service channels through four geographic regions. ➥ Restructured the leadership team, deployed reporting, and improved client communication. Boosted net gross margin from 0% to 23%, increased CSAT scores by 21%, and slashed the absenteeism rate by 40%. ➥ Partnered with the account and finance teams to evaluate and overhaul the current book of business. Transformed financial losses from a “red” to “green” status and secured $1M+ in renewals. ➥ Focused employee engagement actions on retention. Eliminated silos, advocated for a “one team” mindset, and realized a 20% improvement in team member retention. ➥ Co-developed an outbound sales program within two weeks. Hired 75 new team members, introduced a sales training program, installed management reporting, and generated $750k in additional revenue.

In this role, I co-led a team of 3k+ members with 1.3k direct reports that handled an $80M budget dispersed across eight healthcare contact centers.➥ Revamped hiring and training best practices. Introduced a new compensation strategy, leveraged technology, and improved employee satisfaction. Grew revenue by 45% with an overall impact of $12M. ➥ Orchestrated outbound acquisition activities across three sites while simultaneously managing an $18M budget with 12M annual inquiries. ➥ Advocated for a responsible culture, improved the bonus programs, and increased the quality of hiring and training models. Exceeded budgeted sales by 25% ($3M) and increased conversion rates by 20%.➥ Introduced a high-touch model in the contact center that enhanced team members’ experience. Increased the NPS by 11%, lowered call ratios by 15%, and improved team member retention by 20%.

In this position, I managed a team of 700 professionals that drove growth for a $10M prepaid Visa debit card business.➥ Decreased customer calls by 22%, improved customer satisfaction by 19%, expanded acquisition by 10%, and generated $600k in annual revenue by publishing an updated and more robust customer service roadmap. ➥ Flawlessly executed call center operations throughout the peak season. Increased team size by 75%, improved answer rates by 25%, boosted satisfaction by 20%, and lowered call handling time by 11%.

In my first tenure with Express Scripts, I managed a team of Directors and 550+ inbound/outbound Acquisition Advocates with an $18M annual budget. ➥ Introduced an all new sales bonus program that positively impacted the bottom-line gross margin, increased productivity by 25%, and improved sales by 18%.➥ Drastically increased the team’s size by 50% in just 90 days to successfully handle increased customer demand. Quickly onboarded newly hired team members via an improved onboarding process.

In this position, I led a team of 450 members with a budget of $20M.➥ Exceeded financial targets by 25 or more while simultaneously slashing the overall cost of service by 12%. Significantly improved client satisfaction across the board.➥ Executed a clear strategic vision that rescued a failing operation. Decreased the annual attrition rate of 100% to a five year average of 25%. Improved customer service and outperformed performance standards.