Robin Roberts Email & Phone Number

Blythewood, Sc, Us

Delaware, Us

efficiently is a Productivity Partner. We provide simple yet powerful software tools and staffing solutions for organizations looking to grow responsibly and improve effectiveness.

San Francisco, California, Us

Sr Director of Care – Endocrinology, Pulmonary, Cardio, Dermatology Digital Courier-Based PharmacyHired by a startup digital pharmacy with 1200 employees and $198M revenue to scale and lead flagshipoperations in the Texas market. Led total team of 600 and managed budget. Scope included operations management, quality, compliance, staffing, training, performance management, workforce planning, workplace safety, and culture building.Key Results: Led prescription auto fill initiative that saved $4.5M in first year and reduced staffing needs by 44 FTEs ($1.6M). Increased patient election of auto fill, exceeding the 40% goal. Guided team of workforce management (WFM) and reporting specialists to establish Performance Scorecard, KPIs and related communication plan and training that increased productivity from 74% to 95% among other results. Helmed cross-functional team that transitioned workforce to hybrid and remote models. Increased staff by 130 FTEs, maintained 85% service level, and achieved 86% retention.

Deerfield, Il, Us

Recruited to consolidate 11 customer service sites in 11 states under one Sr. Director, create consistency and best-in-class SOPs, reduce attrition, and stabilize quality to enable continued growth of a $320M+/year specialty pharmacy to service the specialty medication needs of BCBS contracts. Managed 11 direct reports and $26M budget. Established a performance management culture and coordinated leadership teams on training, coaching, and workforce management.Key Results: In just 12 weeks, steered site selection, staffing, and opening of a 220-seat, central time zone service center that reduced costs $3.6M and prepared company for expected growth. Established an onshore and nearshore BPO relationship meeting forecasted staffing needs while reducing cost $2.8M. Increased efficiency 21% which avoided $2.7M in hiring costs by leveraging innovative technology linking CRM information with IVR to provide order status, billing totals, and proactive messaging directly to patients. Achieved URAC and ACHC accreditation renewal for call center operations.

St. Louis, Mo, Us

Promoted within the nation’s largest Pharmacy Benefit Management (PBM) organization ($100B/year) to establish BPO vendors for the Help Desk line of business while maintaining leadership of two internal customer support/call center sites in MN and OH. Directed two internal sites plus three outsourced locations (on/offshore) with 1100 total FTEs providing PBM mail order services for company’s largestcontract (DoD), the largest U.S. health insurers, and several Fortune 100 organizations.Key Results: Saved $7.9M by securing vendor relationships to service help desk calls at 30% lower cost while freeing up internal employee teams to focus on patient-facing interactions. Structured two onshore and one offshore vendor relationships incorporating a performance matrix model that allowed vendors to acquire more volume based on their productivity and quality. Managed growth and performance of vendor locations to consistent quarter-over-quarter improvements as vendor sites expanded to handle 38% of total company inbound volume.

St. Louis, Mo, Us

Promoted to turn around and direct the 500-employee Bloomington, MN contact center, enablingretention of largest contract (DoD) and support of new contracts with clients such as Amazon and Ford. Assumed accountability for and integrated two additional sites (OH, MI) following Medco acquisition and Ford contract win. Managed $15M budget, eight direct reports, and 950 total union and non-union employees supporting an $200M/year business. Sponsored Lean Six Sigma Rapid Improvement events.Key Results: Led service team that exceeded 95% productivity goal by 2% in two sites. Took Bloomington site from lower overall performance quartile to top quartile in five months. Improved internal quality by 10%, productivity by 8%, and staff retention by 15%. Rescued company’s largest contract renewal (DoD) by making key changes to meet service level agreements and increase productivity at least 12% within DoD certified agents. Achieved $3M+ in savings enterprise-wide by sponsoring metric-based projects.

St. Louis, Mo, Us

Assisted in opening and managing company's largest patient care contact center (550-seat site). Hired and trained first 15 supervisory staff and acquired 250 front line agents within six months. Created new-hire training that lowered attrition from 30% to <5% for the next 300 hires and reduced production learning curve by two weeks, enabling the new site to deliver on productivity requirements. Secured URAC accreditation for call center operations, which became a competitive advantage resulting in seven new clients in the first six months of accreditation. Spearheaded Express Scripts Benefit Maximization Campaign that generate an additional $4M/year.

Overland Park, Kansas, Us

Managed operations of Customer Service and Sales Center directly responsible for 350 of its 1600 employees. Accountable for all core business objectives. • Recipient of 5 Pinnacle Awards. Successfully managed the Orlando Contact Center in achieving “Center of the Year” title for Sprint PCS Customer Solutions 2002 and 2003.• Implemented revised recruiting campaign, internal enhancements to employee satisfaction, a new Pay for Performance compensation plan to reduce turnover by 11%; resulting in an annualized savings of $1.3M.