Randy Harries Email & Phone Number

Nashville Metropolitan Area

Nashville, Tennessee, United States

Advisor to the founding owners, leveraging extensive experience in healthcare and technology. Providing insightful guidance to the founders on critical decision-making processes related to day-to-day operations and business strategy.

Nashville Metropolitan Area

• Responsible for identifying opportunities to leverage technology, data, and systems to optimize customer experience and operational efficiency. Oversees execution of strategies and initiatives within Customer Support, Client Support, Operations, and Logistics departments. Represent Voice of the Customer to identify opportunities that further streamline the customer journey and maintain customer and client satisfaction metrics.

Denver Metropolitan Area

• Responsible for developing Consumer Support department strategy from inception to implementation, as well as day-to-day operations including but not limited to: reporting and data analysis; configuration, implementation, and administration of ACD, CRM and other agent tools; training, quality assurance, leadership development, people management, and overall department strategy. • Spearheaded implementation of “Voice of the Customer” across all UnitedHealth Group entities, regularly providing customer feedback to key stakeholders in an effort to identify product and feature enhancement opportunities. Established industry leading NPS and CSAT across all centers that adopted VoC feedback loop.

Las Vegas, Nevada Area

• Spearheaded the development and implementation of the Consumer Support department from the ground up, including establishing customer service metrics, processes, and procedures. • Aligned with the CTO on Voice of the Customer feedback to identify product enhancement and feature development needs.

Henderson, Nevada

• Responsible for day-to-day operations of in-house and outsourced contact centers for Zappos and 6pm.com. Launched, managed and directed international call center with StarTek Inc., BPO partner in Manila, Philippines.

Henderson, Nv

• Served as a Product Manager for several concurrent projects, leading cross-functional teams through the entire product development lifecycle, from ideation to launch. Collaborated closely with UX/UI designers and engineering teams to create user-centric, innovative solutions that significantly improved the overall user experience for Customer Support team and drove a 20% decrease in average handle time.

Henderson, Nv

• Responsible for day to day supervision and mentorship of between 20 and 60 Customer Service Representatives and Team Leads, including conducting annual and peer performance assessments, coaching, and disciplinary action.