Rick Donegan Email & Phone Number

San Francisco Bay Area

Hinge Health is pioneering the world's most patient-centered Digital Musculoskeletal (MSK) Clinic. We reduce MSK pain, opioid use, and surgeries by pairing advanced wearable technology with a comprehensive clinical care team, including doctors of physical therapy, physicians, board-certified health coaches, and more. Available to millions of members, Hinge Health is the #1 Digital MSK Clinic for health plans and employers, including Boeing, Salesforce, and US Foods.Hinge Health has raised $826M to date with offices across San Francisco, Austin, Chicago, Denver, Minneapolis, Portland, Seattle and more. We’re hiring! Join us at hingehealth.com/careersI lead a team of 18+ Workforce Management, New Business Program Management, and Member Facing professionals overseeing 600+ employees across multiple lines of business. We implement leading operational practices to help the organization deliver an exceptional Customer Experience, increase revenue, increase effective yield, and manage margins (COGS).

Greater Chicago Area

Responsible for creating budget with finance partners, LRP, managing the organization to budget, establishing Customer Experience KPI's, formulating and administering operational policies, WFM execution, and managing organizational structure.Leading a team of 15 Workforce professionals overseeing 1000+ agents across multiple lines of business to implement leading Workforce practices to help the organization deliver an exceptional Customer Experience and increase sales revenue.Leading a team and the organization through a long term Business Transformation designed to consolidate back office systems, consolidate staff groups, and create simpler processes for front line employees to ensure we deliver an exceptional customer experience. Weekly report outs on savings, progress, risks, and barriers (TMP/PMO).Responsible for developing tools and processes to balance service delivery, reduce average speed of answer, and manage the organization within budget. Ensure operations perform to achieve the business goals of customers, the safety and welfare of the environment, and the goals of organization and shareholders.Provides leadership, training, supervision, and motivation to foster teamwork and culture of accountability and collaboration within the sales, retention, and customer experience teams. Attend and participates in leadership, department, and cross-functional meetings.Analyzes monthly budget, income statements, statistical reports and business metrics to identify variances. Works proactively with the Operations team to address issues and identify corrective action plans.Owns and develop detailed KPI reporting dashboard(s) for senior management and the board of directors.Actively promote the assimilation of Organizational Effectiveness and Change Management competencies in the WFM, Customer Experience, Sales, and Retention organizations through education, partnership, and consultation.

Greater Chicago Area

 Manage and Lead our America’s Forecasting and Scheduling team which includes 40 direct and indirect reports that impact day to day call center operations; The team was created and built over my tenure in the role with a focus on building relationships in our call center sites and focusing on improvements that impact service delivery and reducing variance Manage and Lead the organizations Network Operations and Real Time Management command center, giving directions to 3,000+ people across the organization Owner of driving consistent global Workforce Management practices and global tool rollouts, have recently traveled to Sao Paulo, Paris, Buenos Aires, and Bogota to partner with key leaders on implementing leading practices Responsible for hiring and training programs, including new entrant programs and offshore/nearshore strategies Additional responsibilities include working with our Energy, Resource and Marine divisions, Leisure groups, Costa Rica, and all of Latin America to drive consistent processes that maximize profitability and keep the organization a leader in the travel industry  Leverage Lean Six Sigma Green Belt to drive organizational change and process improvement around transaction cost, occupancy, service level delivery, wait time reductions, and staff productivity Working directly with the leaders of our key clients to ensure we are partnering on contractual KPI’s, profitability, and bringing innovation to travelers on a consistent basis through mobile offerings and telephony technologies

Greater Chicago Area

 Manage and Lead our America’s Forecasting and Scheduling team which includes 40 direct and indirect reports that impact day to day call center operations; The team was created and built over my tenure in the role with a focus on building relationships in our call center sites and focusing on improvements that impact service delivery and reducing variance Manage and Lead the organizations Network Operations and Real Time Management command center, giving directions to 3,000+ people across the organization Owner of driving consistent global Workforce Management practices and global tool rollouts, have recently traveled to Sao Paulo, Paris, Buenos Aires, and Bogota to partner with key leaders on implementing leading practices Responsible for hiring and training programs, including new entrant programs and offshore/nearshore strategies Additional responsibilities include working with our Energy, Resource and Marine divisions, Leisure groups, Costa Rica, and all of Latin America to drive consistent processes that maximize profitability and keep the organization a leader in the travel industry  Leverage Lean Six Sigma Green Belt to drive organizational change and process improvement around transaction cost, occupancy, service level delivery, wait time reductions, and staff productivity Working directly with the leaders of our key clients to ensure we are partnering on contractual KPI’s, profitability, and bringing innovation to travelers on a consistent basis through mobile offerings and telephony technologies

Downers Grove, Il

Manager of North American Forecast, Scheduling, and Workforce Decision Support Mange and Lead our NorAm Forecasting and Scheduling team which includes 15 direct reports that impact day to day call center operations; The team was created and built over my tenure in the role with a focus on building relationships in our call center sites and focusing on improvements that impact service delivery and reducing variance Additional responsibilities include working with our Energy, Resource and Marine divisions, Leisure groups, Costa Rica, and all of Latin America to drive consistent processes that maximize profitability and keep the organization a leader in the travel industry  Leverage Lean Six Sigma Green Belt to drive organizational change and process improvement around transaction cost, occupancy, service level delivery, wait time reductions, and staff productivity Working directly with the leaders of our key clients to ensure we are partnering on contractual KPI’s, profitability, and bringing innovation to travelers on a consistent basis through mobile offerings and telephony technologies Key Responsibilities include; driving call center innovation through technology, working with key executive team members to deploy cost reduction/cost restructuring processes across North America, and managing to Global Service Delivery KPI’s (Service Levels, Utilization, Call Handle Times, Occupancy, Budgeted Transactions, Engagement) Responsible for the Workforce Management relationships my employees have with their respective sites as they are located throughout North America; Will be called upon to help drive innovation, self-service procedures, and operational processes as needed in select regions Leader in driving organization change in call center environment: Introducing schedule health principles, cost management, automation, and outsourcing procedures

Team Operations and Client Manager Primary client relationship manager for Verizon Wireless’s benefits call center including customer service escalations, design and policy questions and key performance indicators Manage daily tactical operations for call centers with between 300 and 600 average daily call volume per client with each individual client team containing 7 – 90 customer service associates Manage short, mid and long term strategic operations around staffing/resource management, contract adherence, and long term forecasting/capacity planning Responsible for annual enrollment planning including determining scope of design changes, staff planning and managing the overall execution of the peak volume period including contractor management, client relationship management and resource management during extremely high volume periodso Clients supported: Verizon Wireless (2006 – 2009), 3M (2007 - 2009), Chrysler (2007 - 2009), JC Penney (2008 - 2009), Tribune (2008 - 2009), Target (2008), Alcoa (2005 - 2008), Home Depot (2004 - 2008), UPS (2008), Meijer (2008), Liberty Mutual (2008), Sears (2008), Rexam (2008), AT&T (2007 - 2008), DuPont (2007), HP (2007), Kraft (2007), Sara Lee (2006 – 2007) Siemens (2005 – 2006) General Dynamics (2004 – 2005), Verizon (2004 - 2005) Partner with client to create and implement changes to H&GB plans to drive cost savings, reduce contact volume and stay within established budgets including numerous H&GB projects including dependent audits, student certifications, Form 5500, Medicare rollout and filing  Serve as the SME for future and struggling manager development efforts including creating awareness of HR policy, associate/employee review procedures, assessment/compensation calibrations, operational awareness measures, and Workforce Management planning and execution.

Digital Solutions Sales Manager Tracked store, district, and regional digital (Non-Computer) sales numbers and worked with corporate for inventory management Store consistently finished #1 in digital solutions sales Trained and managed sales associates including quota management Scheduled staffing needs for peak and off peak times including utilization of employees from other Gateway stores (cross-store staffing for cost savings)

Bachelor Of Business Administration (B.B.A.), Marketing

Business and Market Research

Associates Degree, Business Administration And Management, General