Norman L. Wright Email & Phone Number

Bannockburn, Illinois, Us

Option Care Health is re-imagining the infusion care experience. Option Care Health is committed to delivering high-quality, cost effective solutions to make a positive difference in people's lives. We are guided by our purpose to provide extraordinary care that changes lives through a comprehensive approach to care along every step of the infusion therapy process including: intake coordination, insurance authorization, resources for financial assistance, education and customized treatments.

Tempe, Arizona, Us

First Solar: Leading The World’s Sustainable Energy Future. First Solar (NASDAQ FSLR) is a leading global provider of comprehensive PV solar energy solutions. Our mission is to provide cost-advantaged solar technology through innovation, customer engagement, industry leadership, and operational excellence.

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We believe every person deserves the opportunity to live their healthiest lifestyle. Therefore, we are determined to break down the social, economic, and environmental barriers to health equity… wherever they exist. This means closing gaps in care and connecting patients and members to the resources and support they need to stay healthy. It also means addressing the social determinants of health and helping solve systemic challenges… one person, one community at a time. Finally, it means building a capable, compassionate, culturally competent and diverse health workforce that reflects the communities we serve.

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Responsible for Customer Experience and Consumer Strategy across UHG. This included: charting the course strategically for enhancing experience delivery and NPS performance across all touch points and channels; providing advocacy internally for Members, Patients, Providers, and Clients; prioritizing our Customers’ viewpoint and ensuring their voice was at the table for all major product and business decisions; and developing a plan and roadmap in pursuit of our Consumer North Star Vision.

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Responsible for Customer Experience strategy across Optum. This included: charting the course strategically for enhancing experience delivery and NPS performance across all touch points and channels; providing advocacy internally for Members, Patients, Providers, and Clients; prioritizing our Customers’ viewpoint and ensuring their voice was at the table for all major product and business decisions. Key functions in our Customer Office included: Customer Experience Strategy, Design, & Insights; Activation / NPS Action Teams, Enterprise Customer Capabilities (Readiness, Implementation, Execution), Strategy & Engagement, and Customer Performance Management (Measurement/Control).

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Responsible for operations for Optum... the market leader in healthcare services, technology, analytics, local care delivery, and outsourcing. Our Mission: to make the healthcare system work better for everyone, and ultimately help those we serve live healthier lives. Responsible for leading a global organization of nearly 60,000 team members supporting clinical and population health operations, contact centers, claims and payment integrity, risk adjustment for Medicare, consumer experience and quality, and support services. Also lead our global BPO/ITO operation which has locations in Asia, the UK, and Latin America. P/L responsibility for two consumer facing businesses.

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Joined Optum/UHG to develop and lead a new Customer Care Organization that brought together contact center operations from across the enterprise in serving our members, patients, and clients. Optum’s Customer Care team handled service and sales interactions for over 400 products and solutions. This included: Population & Behavioral Health, Wellness & Prevention, Complex Care Management, Payer & Provider Solutions, Financial Services/Bank Operations, and several Others. Customer Care ultimately scaled to approximately 17,000 team members across more than two dozen locations (plus outsourced partners) during peak season.

New York, New York, Us

Managing Director, Client ExperienceGlobal ConsumerOperations North AmericaResponsible for ensuring the Citi's Consumer Banking clients in North America have best in class experiences across all interaction touchpoints and across product portfolios. Focus includes experience strategy and design, process improvement, interaction quality, research/analytics, and complaints management. Business scope includes Branded and Partner Cards portfolios, Retail Banking, Mortgage, and the supporting functional areas (Fraud, Collections, Credit).

New York, New York, Us

In addition to my functional responsibilities (i.e. Consumer Operations Client Experience, formerly Call Centers), lead a site and campus of 2,600 team members, ensuring the elements of culture, diversity, environment, wellness, facilities, and community engagement are all working together to deliver an exceptional employee experience. On the state level, responsible for co-leading a Council composed of the senior executives representing each of the Citi businesses across Texas. In total, Citi has over 12,000 employees in the state.

New York, New York, Us

Sales & Service business leader for Citi's Retail Bank in North America. Led a customer care enterprise of 3,500 team members in the U.S, Central America, and offshore supporting the phone, internet, branch, and mobile banking channels. Responsibilities included handling 70 million incoming calls per year, driving $300 million in revenue, managing an expense budget of $160 million, and ensuring consistent delivery of a world class sales and service experience. The organization provided support for the consumer, commercial, and high net worth customer segments, as well as personal wealth management. Also led strategic initiatives in the internet, mobile, and emerging social networking channels.

Dublin 2, Ie

Financial Services practice lead for Accenture's $850 million Customer Contact Transformation business. Responsible for shaping contact center and customer care solutions for our clients in North America, Europe, and Asia Pacific, driving increases in customer satisfaction, decreases in operating expense, and increases in revenue generation. Responsibilities include supporting a global sales plan of $180 million, leading client program delivery for multi-year contact center transformation programs, and developing new offerings and assets.

St. Petersburg, Fl, Us

Chief guardian of the customer experience and leader of the sales/order capture engine for the nearly $1.7B HSN domestic business on television, online, and in catalog. Led a customer care enterprise of 2,000 team members supporting three live shopping networks, a $125 million commerce website (HSN.com), two catalogs, and active customers in the U.S., Puerto Rico, and Mexico. Responsibilities included managing an incoming call volume of 70 calls/year, capturing $1.7B in sales and driving upsell/cross-sell revenue, overseeing an operating budget of $70 million, ensuring key sales, customer satisfaction, quality, productivity, and climate indicators were achieved, and providing cross company leadership as it relates to the voice of the customer.

Boston, Ma, Us

Responsible for providing overall strategic leadership and direction for Fidelity Personal Investing and Brokerage's financial services call center in the east region, supporting incoming calls from Fidelity's brokerage, mutual fund, e-commerce, and high net worth clients. Responsibilities included managing an incoming call volume of 1.2 million calls/month, managing a team of 900 people, overseeing an operating budget of $87 million, ensuring key sales, customer satisfaction, quality, productivity, and climate indicators are achieved, managing risk, and providing national leadership for key strategic business initiatives. Call center organization included Premium/High Net Worth, Sales, Brokerage Trading and Service, Mutual Fund Service, Electronic Commerce Support, Performance Support, and other support functions.

Responsible for the CoBrand, Correspondence, and Resource Management functions for GE Capital's consumer bankcard portfolio. Responsibilities included managing the call center and correspondence units, forecasting and capacity planning for an incoming call volume of 600K calls per month, analyzing resource and technology effectiveness overall to determine opportunities for improvement, and managing business integration for account acquisition programs.

New York, Ny, Us

Responsible for the handling of incoming customer service calls for the Mass Market segment of Chase's credit card portfolio. Responsibilities included managing an incoming call volume of 1.8 million calls per month, managing a team of 370 people, overseeing an operating budget of $15 million, ensuring key customer satisfaction, quality, productivity, and climate indicators were achieved, and coordinating marketing and new product training.