Tom Cuneo Email & Phone Number

Saint Louis, Mo, Us

Saint Louis, Mo, Us

Saint Louis, Mo, Us

Oversaw CRM reporting PO, Project Manager, and API PO.

Saint Louis, Mo, Us

• Manage a team of 5 Product Owners in Agile environment including a Data Analyst.• Product Manager of call center application of 14k users.• Prioritize requests for new development based on business value.• Address escalations of business requirements & support issues.• Write SQL queries (about 100 per year) and MicroStrategy dashboards.• SharePoint development (custom icons, HTML, SharePoint Designer, workflows)

Saint Louis, Mo, Us

• Wrote SQL queries to monitor ACA business operations.• Test script writing and MicroStrategy dashboard testing.• Process mapping and analysis.• Various reporting projects.• Project management.• SharePoint site implementation.

Saint Louis, Mo, Us

Accomplishments• Created a 120 page facilitator guide for Member Services training which was used in the training of over 1000 agents. • Up-trained all member services health plan agents to take payments via web conference.• Created reports to discover most common call types and quality issues to drive training content.Responsibilities• Train Medicaid, LTC, and Affordable Care Act.• System train numerous systems.• Create training materials, such as Facilitator Guide, Work Processes, Call Flows, PowerPoints, etc.• Teach CRM Advanced Finds and Reports.• Generate reports for fact based targeted learning, focusing on top 10 call types and commonly missed Quality evaluation questions.• Query Advanced Finds for others.• Work on company initiatives.• A reference for other regarding the Affordable Care Act, Billing, Medicaid, Member Services, CRM, reporting, and other areas of expertise.• Liaison between Quality and Training.

St. Louis, Mo, Us

A call center workflow website for insurance companies and agencies to request medical records for life insurance underwriting and claims. • Oversaw Customer Service, Outbound Calls, Accounts Receivable and Imaging.• Trained all customers and employees on organization’s call center workflow website.• Interacted closely with client call center personal and executives resulting in very low customer turnover.• Through client relations and guiding staff performance became the preferred vendor of one of the largest life insurance marketing organizations that produces more than $250 million in premium.• Composed call center training programs including a comprehensive user manual, quick references, call scripts, and more.• Performed all hiring, firing, maintaining employee records, disciplinary actions, orientation, attendance monitoring.• Assisted employees and customers with technical issues• Developed HIPAA training program resulting in zero security incidents.• Collaborated with Vice President of IT and customers to manage project list• Generated reoccurring and ad hoc reporting for internal analysis and customers using Access and Excel.• Presented at various conferences nation-wide.• Obtained numerous testimonials from customers regarding service to use for marketing.

A medical record retrieval company for insurance companies and agencies for life insurance underwriting. A company of about 120 people.• Simultaneously oversaw 3 outbound call center teams and the inbound call center, totaling about 50 individuals.• Led inbound call center from a 6% to 1.5% abandon rate without adding additional staff.• Increased outbound call productivity by 20% company-wide by establishing an accountability program.• Established Second-Level Support Customer Service Team resulting in the retention of customers that had become flight risks, preventing the loss of an estimated 10% of total revenue.• Established performance metrics for outbound and inbound call center staff.• Formulated productivity reports for Vice President along with a Weekly Operations Report.• Coached employees that fell below requirements.• Performed disciplinary actions, performance improvement plans, and terminations.• Conducted interviews• Redesigned outbound call center operations to be more customer focused• Tracked employee attendance in Kronos• Managed large accounts such as Protective Life• 2001 employee of the year