Paul Clark Email & Phone Number

Brentwood, TN, US

Brentwood, Tennessee, United States

Provide access to critical information via reporting products for an ever growing and expanding enterprise.

Brentwood, TN

• Compassus is an industry leader in post-acute end-of-life care. Lines of business include Hospice, Home Health, Palliative, and Infusion. In early 2017, we launched our Preferred Provider/Partner relationship business.
• Lead the effort to create a business intelligence capability from the ground up to support Preferred Provider relationships, one of the most important enterprise initiatives.
• Develop and deliver scorecards, reports, and insights. This includes all elements of the data development lifecycle: discovery/requirements gathering, design, build, test, deploy, & maintain.
• Supported analytical effort for the $1B recapitalization and M&A activity.
• Conduct geographic market analysis for potential M&A, partnership expansion, and market optimization.
• Preferred provider relationships have grown from two at inception to 14 as of 2020, comprising a material portion of revenue for the Hospice LOB.

Brentwood, Tennessee

Franklin, Tennessee

• Provided an unprecedented level of capacity planning/staffing and forecasting capabilities for call center operations of ~500 FTEs. Scope includes Customer Service, Engagement Specialists, Coaches, and Clinical Teams..
• Utilize industry expertise, leadership, strategic thinking, teamwork, communication, and technical skill to define and build data driven, scientifically based, capacity planning capabilities entirely from the ground.
• Analyze, design, build, test, and implement complex capacity/staffing models. Variables include client activity, work types, work volume, work/process timings, occupancy, associate effective time, and shrinkage..
• Collaborate internally with Finance, Ops, Account Management, and Product to understand client activity and plan accordingly; partner extensively with third party vendor for additional staffing capabilities.
• Built and implemented a Customer Service capacity model staffing plan and forecast of hundreds of thousands of calls; created visibility for the first time; improved forecast accuracy from ~60% to >90%; dramatically.
• Built and implemented an Engagement Specialist (outbound calling outreach) capacity model to measure and forecast millions of calls; historic level of fidelity to produce modeling across multiple variables and.

Lynchburg, Virginia Area

• Provide broad based analytical support to multiple operational departments including Life New Business (Term, Universal Life, and Linked Benefits insurance products), Underwriting and periodic support of Long Term.
• Provide expert capacity management including defining, measuring, and analyzing work types, work volume, work/process timings, associate effective time, and shrinkage. Utilize these factors to produce/build data.
• Utilize broad process and operations knowledge to provide valuable internal consulting to a vast range of leaders from Coordinators to Sr. Vice Presidents regarding staffing needs, operations, and process improvement.
• Develop work plans, schedules, coordinate resources, & provide status reports to ensure timely deliverables. Gather and analyze data. Present findings using appropriate visualizations to customers. Communicate.
• Utilize various project management frameworks to define opportunities/problems and execute on solutions including Six-Sigma DMAIC (Define, Measure, Analyze, Improve, & Control) and LEAN methodologies.
• Design, build, implement, evaluate and maintain associate productivity tools/scorecards

Lynchburg, Virginia Area

• Managed a team of two Capacity Management Specialists who supported various areas within Customer Service, Long Term Care New Business and Long Term Care Underwriting to ensure workforce requirements were measured and.
• Maintained other responsibilities relating to capacity management and analytics
• Removed $544,000 of FTE cost variance.

-Support Life New Business with operations analysis-Conduct capacity planning and maintain complex staffing models to ensure staffing accuracy of operating units of 300+ staff-Design, create, and generate productivity and associate scorecards to improve productivity-Provide expense and unit cost analysis to ensure cost control-Utilize process improvement.

• Managed Contact Center operations comprised of 9 to 14 direct reports in a multi-channel publication distribution customer service center on a large government contract. This includes overseeing the servicing of 5.
• Responsible for staff selection, hiring, termination, training, coaching, scheduling, and adherence to LM policies and procedures. Coordinate the use of temporary contract staff to support high volume periods as needed.
• Ensure all key performance indicators for quality, dependability, productivity, and agent utilization are met.
• Successfully use ACD data to maintain needed staffing levels through capacity planning, workforce management, volume forecasting, year to date benchmarking, and trend analysis.
• Conduct business case and break even analysis for potential growth strategies and operational enhancements.
• Monitor live call center metrics to ensure daily service levels are met.

• Directed all aspects of daily operations for three departments within the Resident Recruitment Undergraduate division: Admissions, Admissions Processing (25,000+ applicants annually), and the Student Advocate Office.
• General Management of 51 employees. Includes hiring, termination, training, motivating, performance evaluation, development, and budget oversight. Planned, organized, implemented, led, controlled, set goals, and.
• Public speaking to groups of approximately 2,000+

• Supervised 6 direct reports (5 full-time, 1 part-time) in a fast paced customer service and sales environment; recruited, hired, trained, assigned work and goals, assessed, and rewarded subordinates.
• In conjunction with other university initiatives, generated revenue through increasing spring to fall retention rates from 80.9% to 82.2%; exceeded spring to fall retention rate goal of 81.4% through selling.
• Directed all aspects of the development and daily operation of the customer retention and success (Student Advocate Office) contact center including: strategic analysis, planning and assessment, staffing, reporting.
• Collaborated directly with 19 department directors, executives, and vice presidents to discuss strategic solutions based on survey data collected, which was a major factor in several institutional improvements.