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.

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.

• 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.