Omar Page, Mba Email & Phone Number

Richmond, VA, US

Richmond, Virginia, United States

• Lead and inspire a high-performing workforce management team, instilling vision and strategic direction.
• Direct the creation of workforce requirements and operational strategies for SimpliSafe’s omnichannel customer experience operations which include Voice, Digital Chat, and Email.
• Partner with on-shore, near-shore (Costa Rica), and offshore (Philippines) vendor partners to define strategic requirements to meet SimpliSafe’s service level agreements.
• Analyze and optimize workforce allocation for better resource management.
• Guided strategic pivots to adapt to evolving market demands.
• Envision and implemented forward-thinking strategies to elevate workforce potential.

Richmond, Virginia, United States

• Developed the initial CarMax Workforce Management executive and frontline manager training courses.
• Serve as the key workforce management advisor for the launch of the CarMax Omnichannel Experience Sales and Service centers.
• Developed staffing models to align call center hiring plans with the quarterly budget forecast.
• Designed and implemented new priority routing strategies designed to increase operational efficiency and maximize customer experience.
• Develop and publish operational reports and metric dashboards for CarMax leadership.
• Serve as primary contact center telephony point of contact for all contact center routing design and technology implementation.

Glen Allen, Virginia

• Direct the day to day strategic operations of the Envera Health Engagement Center which supported incoming patient access appointment scheduling, inbound marketing campaigns, and outbound call campaigns.
• Developed staffing models to align call center hiring plan with quarterly budget forecast.
• Developed and implemented new priority routing strategies designed increase operational efficiency and maximize customer experience.
• Develop and publish operations and client facing reports for the organization.
• Served as primary point of contact for all contact center analytical analysis and metric reporting efforts.
• Stood up, implemented, and operationalized a new workforce management tool within the Engagement Center.

Mechanicsville, Virginia

• Manage all membership staff at EPIC Pharmacies and its subsidiary companies, and lead the effort to centralize member relations.
• Work directly with the IT department to document requirements for internal systems to ensure the member relations department works effectively.
• Define workflows and procedures for handling membership related events, such as store ownership or wholesaler changes, and ensure that all affected departments within the company are kept informed.
• Lead the effort to bring new channels of communication to our member pharmacies, such as online chat and a centralized call center.
• Responsible for all member support contact center operations including managing employees, implementing efficient processes and procedures, and utilizing appropriate business systems and/or software.

Chester, Virginia

• Manage the call center staff augmentation operations for the Measurement Inc testing projects at the Chester VA, Corbin KY, London KY, Winchester KY, Hattiesburg MS, and Bogalusa LA General Dynamics Call Center sites.
• Act as project manager for the stand up, operation, and ramp down of the Measurement Inc test scoring project at each of my project sites.
• Serve as the point of contact for Measurement Inc. leadership to ensure timely creation and delivery of MI credentials to GDIT based test scorers.
• Collaborate with the GDIT Risk and Quality Assurance team to ensure each project site meet ISO 9001compliant.
• Maintain relationships with leadership from other GDIT contracts and functional areas to ensure the Measurement Inc project operations create no impact to day-to-day business operations.

Richmond, Virginia

Richmond, Virginia Area

• Direct the activities of Command Center staff in the 1-800-Medicare Beneficiary Contact Center’s first shift Command Center which monitors activity across Vangent’s six US based contact centers.
• Manage team of WFM Intraday Specialist and Sr. WFM Analysts to foster their professional growth and promote teamwork and cooperation.
• Conceptualize, design, develop, implement and maintain standard operating procedures for productivity and performance improvements against program specific key performance indicators.
• Direct the analysis of available data to ensure a consistent balance across different queues / lines of business
• Research and develop best practices for managing multi-site environments.
• Direct the analysis of call center performance data to ensure a consistent balance across different queues / lines of business

• Managed a team of 30 call center representatives.
• Ensured all of direct reports were equipped to assist pharmacist and Medicaid benefit holders with issues.
• Planned and executed workforce management strategies to assure monthly service level agreements were consistently met.
• Developed initiatives to encourage employee retention and engagement.
• Worked with senior leadership to assure that the call center operated within compliance of company quality standards and within budget.
• Performed call coaching to support ongoing achievement of call quality metrics.

• Consistently created a call volume forecast within 5% of actual call volume for a multi-skilled call center..
• Managed the real-time operation of multiple multifunctional call centers.
• Performed statistical analysis of call center metrics to assure customer and company expectations were met or exceeded.
• Converted raw call center data into informative reports that allowed the management team to make better decisions.
• Identified and coached outliers with the goal of improving customer experience.

• Provided world class customer service to callers by listening to their concerns and taking appropriate actions to generate a positive outcome.
• Followed up with customers to assure that their expectations were met.
• Fostered a valuable relationship between the customer and insurer by equipping the customer with the knowledge to make informed decisions about their healthcare benefits.
• Helped new associates make the transition from the training class to the live customer environment.

• Listened to customer’s needs and wants, educated them on their options, and assisted them with making purchases.
• Followed up with customers to assure that they were satisfied with their purchase and shopping experience.
• Created a friendly and professional sales experience for customers.

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor Of Science, Business Management