Rick Allen Email & Phone Number

New York, Ny, Us

Develop and lead call center improvement projects and operational strategies focusing on the member’s experience; Leveraged contact center technology to improved and maximized operational efficiency. Partner and coordinate with peers for a seamless operation and customer experience. Met and exceed established metrics and goals to increase customer satisfaction and to accomplish organization objectives, including detailed reporting of progress and KPIs. Provided leadership to staff through direction, example, and coaching to accomplish department goals and to develop the team for current and future roles.• Analyze call center performance and proactively implement strategies to enhance quality productivity and profitability,• Lead customer initiatives to enhance customer’s experience.• Created a quality assurance that focuses on the member’s experience.• Hire, develop, and mentor staff, creating a culture of exceptional member’s experiences. • Improved the service level from 80% to 96%.• Created a workflow that allowed Leadership to track work items from the call center to operations.• Address training and development needs and corrective action issues as required.

New York, Ny, Us

Managed 15 Patient Coordinators, responsible for all patient concerns for a multi-specialty practice (i.e., scheduling appointments, registering new patients, and requesting referrals.). I am accountable for Interviewing, hiring, and administering performance reviews and weekly team staffing. Assured effective communications are maintained within the team and externally. Where appropriate, inform employees about plans and progress. Provide leadership and coaching to staff to accomplish business goals and prepare them for future roles in the division and company.• Decreased the call center abandoned from 5% to 1.3%• Reduced long-waited times by 30% and improved the service level from 60% to 75%.• Introduced new productivity metrics to track and improved the Customer Service Representative’s productivity.• Created a quality assurance that focuses on enhancing the patient’s experience.

Virginia Beach, Virginia, Us

Handle all customer concerns for one the largest health insurance companies in the US. Overseeing 25 employees, including team leads. Interview, hire, onboard, and coach staff, including administering performance reviews and biweekly team training. Define measurable goals and track individual and overall progress, using call statistics and productivity monitoring. Effectively communicated with executive team regarding performance and operation.• Achieved New York Call Center “Site Champion” for excellence in claims management by improving productivity 30% in 1st year, supporting other managers, achieving similar feats.• Led staff, exceeding the quality goal of 97% for 3 consecutive years.• Collaborated with programmers, providing claims agents with access to relevant information and immediately improving handling times.• Reduced team handle time by over 15%, achieving 3 times more than company goal.

Atlanta, Georgia, Us

Created a new call center, establishing procedures, specified benchmarks, and performance standards. Provided operational oversight and support to 115 Customer Service Representatives, arranging non-emergency medical transportation for Medicaid patients. Managed overall operational budget to meet financial performance objectives.• Interviewed, hired, and onboarded 65 Customer Service Representatives and team leads.• Exceeded company goals, increasing calls per hour by 25% and quality by 5%, decreasing talk time by more than 40%• Managed overall operational budget to meet financial performance objectives.• Hired and trained an additional 60 representatives and supervisors for another location, worked closely with off-site supervisors, ensuring we met client-required metrics and kept employees fully engaged.

Worked with clients and brokers to assess individual life insurance needs, provide appropriate services and information, and process trades. Resolved disputes for both groups.

New York, Ny, Us

Increased call center efficiency for this global company by developing and instituting a new department workflow, eliminating unnecessary work. Collaborated with the Quality Assurance team to address issues, crafting testing measures to discover opportunities and trainings to actualize the potential. Reviewed and updated call center policies and trainings. Worked with managers and trainers to ensure individual and overall productivity. ♦ Improved productivity and scores by 20% by instituting an incentive program.

Managed 35 employees and reorganized staffing structures, producing maximum efficiency and requiring minimum resources. Analyzed productivity and customer service, identified opportunities, and developed plans for optimizing deficiencies. Improved and created procedures and best practices, defining goals and tracking achievement. Created additional supervisory positions to ensure compliance with company volume and response time. Consistently met all company goals. ♦ Created career progression programs, successfully aiding 10 employees to promotions and maintaining low turnover rates. ♦ Directed in-house tours and delivered presentations to prospective clients to assist the marketing department.♦ Improved team quality assurance scores by 5%. ♦ Reduced company losses by 20%, 5% more than the departmental goal.

Bachelor Of Science (Bs), Business Administration And Management, General

High School Diploma