Robert Delaney Email & Phone Number

Canton, Ga, Us

Chicago, Il, Us

Alpharetta, Georgia, Us

ModifyHealth exists to bring relief to the 30-40 million patients suffering from GI conditions such as Irritable Bowel Syndrome (IBS), Inflammatory Bowel Disease (IBD), and celiac disease where dietary modification is a recommended treatment.ModifyHealth partners with healthcare providers to make it simpler for patients to adopt clinically validated diets and gain much needed control over their symptoms. We do this by delivering freshly prepared meals directly to patients and providing dietitian support to increase the likelihood of a positive outcome

San Antonio, Texas, Us

Orchestrated day-to-day operations, including labor, productivity, efficiency, quality control, and customer satisfaction. Oversaw improvement of existing processes, procedures, and systems. Recruited, trained, coached, counseled, and disciplined employees. Reduced Accounts Receivable (AR) from $550,000 in 1,000+ delinquent invoices and 350 delinquent accounts to $25,000 in less than a year; eliminated the need for manual follow up by implementing email invoices. Improved billable hours by 20% within 2 months, generating an additional $70,000 in revenue; created and implemented a new ticketing system, handling all customer correspondence for service tickets. Partnered with the President of Sales and the sales team to gain traction with long-standing clients to secure payments for overdue bills. Reorganized, prioritized, and enforced job expectations; reviewed performance based on metrics and overall performance. Fielded and resolved escalated customer inquiries and issues; identified root-causes of customer issues and work with operational teams to improve customer experience. Steered the yearly rollout of company initiatives and executed the department's strategic vision working closely with the Sr. Vice President. Fostered and manage relationships with contractors and suppliers.

Atlanta, Georgia, Us

Onepath's Field Services division dispatches on nationwide network and security installations and upgrades for channel partners such as AT&T and Verizon. As the Operations Manager, I reported to the Director of Operations and managed 4 Team Leads and 30 dispatchers and customer service agents. These teams scheduled 300-400 dispatches per day and responded to over 200 customer emails and phone calls. Major Achievements: SLA Improvement: Within 6 months of entering this position, I increased the success rate of our SLA performance by 15% by implementing a new software system which increased management visibility to escalated dispatches and allowed my team to make discussions more quickly. Our increased SLA improved customer satisfaction and generated additional revenue by hitting customer targets.Off Shore Call Center Build: During my tenure as the Operations Manager, I was responsible for developing an offshore call center to supplement our stateside teams. I worked with our offshore partners to set up the hardware and software to replicate our existing infrastructure, hired and trained 15 new employees, and maintained efficiency and quality standards equivalent to those we held for our stateside teams. This project enabled us to be able to scale more quickly and reduced our overhead by 50%.

Atlanta, Georgia, Us

Steered day-to-day activity of 30 staff in operational departments, which scheduled 300 network installs and maintenance dispatches. Reduced hold times from 2 hours to 15 minutes by retraining staff to efficiently diagnose the problems, supply the next steps, and have the technician call back if encountering ongoing issues within the network. Generated daily operation reports on department efficiency, SLA performance, and quality. Shadowed team to ensure the application of best practices and compliance; coached employees and assessed performance. Worked with executive leadership to hit KPIs such as SLA Performance and Travel cost reduction.

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