Richard Wax Email & Phone Number

Pleasant Prairie, Wi, Us

Deerfield, Illinois, United States

Milwaukee, Wisconsin, United States

Conducted needs assessments, capacity planning, and cost/benefit analyses to define operational strategies, technical specifications, and productivity, quality, and customer service standards spanning 50 employees across 4 locations. Reviewed and audited department spend to ensure all transactions were successful and profitable. Conducted regular performance reviews and evaluated workflow and quality to maintain high standards. Supervised 4 Operations direct reports; handled hiring and disciplinary actions, maintaining focus on growth, development, and retention. Delivered daily, weekly, monthly, quarterly, and year-to-date KPI and P&L reporting to executive board.• Established standardized metrics and reporting to provide insight into department performance on a global level and facilitate measurement of the customer experience.• Introduced workforce management, including KPI measurement, call volume forecast, service-level targets, and sales targets, facilitating equal distribution of work and appropriate staffing.­ Improved missed calls from double digits to 1 or less, 98% of the time.­ Delivered $48.7M in sales, 105% above 2019 targeted goal• Designed and implemented a complete redesign of the inbound Cisco IVR call routing system for all lines of business.• Oversaw implementation and adoption of CRM management systems – specific to Microsoft Dynamics, HubSpot, and VTiger – including streamlining new CSAT measurements.• Introduced periodic call volume forecasts for all lines of business increasing visibility of call trends and insights to executive leadership and ensuring workforce planning.• Transitioned workforce across all sites with 54 employees to work from home upon outset of COVID-19 pandemic; enabled teams to continue to meet all expectations with only minor downtime over first day.

Greater Chicago Area

Managed 200-employee vendor call center overseeing team providing Medicare insurance enrollment and sales. Delivered daily, weekly, monthly, quarterly, and year-to-date KPI.• Devised innovative tactics to increase productivity, meet quality expectations, and meet customer experience standards; achieved audit score of 97 out of 100, significantly surpassing expectation of 85.• Boosted employee morale by implementing reward initiatives, reducing absenteeism by 15%.• Maintained an accurate, detailed pipeline of new business development for confident revenue forecasting and beneficial sales metric analysis; forecasted new business monthly and quarterly.• Drove all aspects of planning to identify marketing and sales strategies based on market characteristics and knowledge of sales objectives in order to develop long-range growth plans.• Defined/managed long-term goals and annual strategic priorities in order to create actionable business plans.• Rolled out mentorship program in preparation for annual enrollment season, which required additional quality oversight managers despite lack of budget for hiring.­ Offered professional development to existing call center representatives.­ Assessed applicants; trained and installed 12 new mentors ahead of busy season.­ Enabled all staff to handle increased workload without overtime (previous estimate was that all team members would need to work 74 hours per week) without adding costs. Program became an annual initiative that created talent pool for full-time employees.

Greater Chicago Area

Oversaw operations across 5 sites; managed 10 Compliance Operations Managers, ensuring every site executed at or above customer and client expectations. Adjusted production schedules and staffing levels for more than 1,000 phone agents to optimize efficiency. Served as primary point of contact for vendors.• Partnered with executive leadership, sales directors, and project management teams across site locations to affirm that all agents exceeded KPI goals by 15%.• Designed and implemented a call quality monitoring program including form design and scoring.• Partnered in the processing of CMS requirements for Medicare and group-based benefits for the organization; created, revised and streamlined operations, policies and procedures.