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.
• 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.
• 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.

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.

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.
• 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.