Nancy R. Email & Phone Number

Dallas, Tx, Us

Dallas, Texas, United States

- Direct and manage Tier 1 and Tier 2 Call Centers, Workforce Management (WFM), Quality Assurance, and Training departments, overseeing a team of over 150 personnel.- Oversee contact centers providing Live Chat, SMS, Email, and Call Center services, ensuring seamless and efficient operations.- Implemented a comprehensive performance management process to drive optimal efficiency, improve KPIs, and achieve SLA goals.- Created Agent Performance Management Dashboards to leverage data for process improvement and informed decision-making, providing managers and leaders with real-time and historical data while helping agents understand their progress and areas for improvement.- Revamped coaching structure to include root cause analysis, ensuring a targeted approach to addressing specific issues and driving performance improvement.

- Directed three teams responsible for delivering Tier 1 Technical support, scheduling assistance, and payment processing to our Provider Network, ensuring operational efficiency and Provider satisfaction.- Implemented Performance and Productivity dashboards empowering team members to self-monitor key metrics, resulting in a remarkable 60% performance increase.- Revamped team schedules to align with business requirements, ensuring seamless coverage for our 365-day operations.- Enhanced New Hire Training to offer a more comprehensive onboarding experience, equipping trainees with detailed information to better understand their roles and expectations upon graduation resulting in improved retention rates and performance.- Updated Quality Scorecards to better reflect organizational objectives, enhancing service quality for both providers and customers.- Collaborated with IT to enable agents to remotely access providers' devices, enhancing our ability to serve providers more efficiently.

Dallas, Texas, United States

- Led four Operational teams specializing in Diagnostic devices and supply fulfillments, ensuring the efficiency of processes and timely service delivery.- Implemented restructuring initiatives to optimize inbound phone traffic routing, resulting in significantly improved response times and heightened customer/provider satisfaction.- Collaborated with cross-functional teams to strategically deploy diagnostic devices and testing nationwide, ensuring widespread accessibility and effectiveness.- Successfully launched a new diagnostic product and efficiently scaled it up to full capacity, meeting market demands and enhancing product offerings.- Established a dedicated team to spearhead end-to-end development and pilot initiatives for new products, fostering collaboration across various departments.- Managed and nurtured relationships with outsourced vendors for diagnostic devices, ensuring seamless cooperation and quality control.- Coordinated vendor activities to guarantee timely delivery and adherence to quality standards, optimizing supply chain efficiency.- Facilitated effective communication between internal teams and external vendors to foster collaboration and ensure alignment on project goals and timelines.

Dallas, Texas, United States

- Managed multiple teams encompassing Customer Service (Return to Care), Operations, WFM, Special Projects, and oversight of 3 Outsourced Call Centers, supervising 6 internal Managers, 20+ external Managers, 6 Operations Specialists, 5 WFM Schedulers, 53 internal agents, and 600+ external agents- Spearheaded the launch of the Return to Care team, introducing a new operational unit to enhance customer service initiatives- Leveraged the expertise of Special Projects and Operational Specialists to develop a comprehensive framework for metrics, data reporting, and execution, facilitating the scalability of various business improvement initiatives- Collaborated with the WFM lead to analyze scheduling and staffing trends across 6 call centers, optimizing operational efficiency and resource allocation

Dallas, Texas, United States

- Oversaw outsourced call center operations supporting healthcare members, leading a support staff consisting of 2 directors, 4 Operation Managers, 20+ Call Center Managers, and over 600 frontline agents.- Drove process improvements resulting in increased efficiency, heightened productivity, and enhanced member experiences.- Implemented a comprehensive training framework resulting in a remarkable performance improvement of 128%.- Developed and implemented Performance Management strategies for the leadership team to enhance time management, communication, and performance analysis of agents and teams.- Ensured adherence to Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) in alignment with contractual obligations.- Managed invoicing processes and ensured accuracy of invoices.- Conducted daily performance reviews and Quarterly Business Reviews (QBRs) with external partners to maintain alignment and drive performance improvements.

Dallas, Texas, United States