Robin Roberts Email and Phone Number
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MULTI-SITE OPERATIONS MANAGEMENT ✦ GROWTH STRATEGY ✦ CHANGE LEADERSHIP ✦PROCESS IMPROVEMENT ✦ BPO MANAGEMENT ✦ TEAM BUILDING & LEADERSHIP ✦ BUDGETMANAGEMENT --Email: mr.robin.roberts@gmail.comAs an Operations leader, I help healthcare companies by building performance-focused cultures withownership of P&Ls and mission-based KPIs at both startup and established (Fortune 100) organizations.My extensive management background encompasses leading onshore/offshore teams of as many as1100+ front-line staff, managers, and directors focused on delivering exceptional customer/patientexperience. In addition, I am experienced in cross-departmental project leadership with IT, HR, Legal,Facilities, and BPO partners.I champion rapid process improvements with achievements using Lean Six Sigma, Kaizen, and relatedtools. I am known for creating highly effective performance management strategies and systems fordeveloping future leaders, cultivating talent, and retaining high performers.A few examples of my contributions related to operations growth, performance improvement, costsavings, and people development:✔ Established and staffed new customer service sites to support rapid growth at three organizations.Scaled headcount while exceeding performance in quality, compliance, and productivity saving $6M+annually.✔ Initiated BPO contracts and managed performance to reduce costs by nearly $8M.✔ Launched “Leadership U” to grow front-line and supervisory staff skills. Cut attrition in every role asmuch as 20%.✔ Trained and inspired team that boosted customer selection of auto refill from 4% to 54% of eligiblemedications in just nine months saving Alto over $4.6M dollars.Technologies: Workday enterprise management, Lattice people management platform, Looker BI & data analytics, Asana project management, Zendesk ticketing system, Tableau reporting, WFM Intraday and scheduling Tools Featured SkillsMulti-Site Operations ManagementTalent Hiring, Training and RetentionBudget DevelopmentCustomer Support OperationsPerformance ManagementQuality and ComplianceInside/Outside Sales SupportKPI Development and ManagementSOP and Policy DevelopmentWorkforce Planning and ForecastingProcess Improvement (LSS, Kaizen)Cost and Waste ReductionOn/Offshore BPO ManagementCross-Functional Project LeadershipBusiness Continuity PlanningContact me for Vice President/Sr Director roles that benefit from my ability to scale teams, exceed KPIs, deepen culture, exceed Quality, NPS, CSAT and Compliance goals. Ph: 612-964-1669 | Email: mr.robin.roberts@gmail.com
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Executive Operations And Sales Director.EfficientlyBlythewood, Sc, Us
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Executive Sales Director.Efficiently Jun 2023 - PresentDelaware, Usefficiently is a Productivity Partner. We provide simple yet powerful software tools and staffing solutions for organizations looking to grow responsibly and improve effectiveness.
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Senior Director Of Patient/Provider CareAlto Pharmacy Jun 2020 - Jul 2022San Francisco, California, UsSr 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. -
Senior Director, Specialty Patient Contact Centers & Workforce ManagementAlliancerx Walgreens Prime 2018 - 2020Deerfield, Il, UsRecruited 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. -
Senior Director, Patient Care Contact Center And Vendor ManagementExpress Scripts 2016 - 2018St. Louis, Mo, UsPromoted 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. -
Director Patient Care Contact Center OperationsExpress Scripts 2008 - 2016St. Louis, Mo, UsPromoted 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.
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Senior Manager Patient Care Contact Center OperationsExpress Scripts 2004 - 2008St. Louis, Mo, UsAssisted 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.
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Senior Manager- Sales And ServiceSprint 1999 - 2004Overland Park, Kansas, UsManaged 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.
Robin Roberts Skills
Robin Roberts Education Details
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University Of South CarolinaPsychology & Education
Frequently Asked Questions about Robin Roberts
What company does Robin Roberts work for?
Robin Roberts works for .efficiently
What is Robin Roberts's role at the current company?
Robin Roberts's current role is Executive Operations and Sales Director.
What is Robin Roberts's email address?
Robin Roberts's email address is mr****@****ail.com
What schools did Robin Roberts attend?
Robin Roberts attended University Of South Carolina.
What skills is Robin Roberts known for?
Robin Roberts has skills like Process Improvement, Leadership, Performance Management, Call Centers, Training, Coaching, Strategy, Customer Service, Recruiting, Customer Satisfaction, Call Center, Cross Functional Team Leadership.
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