Travis Irving Email & Phone Number

Morrisville, North Carolina, United States

Manage client contracts and SOWs to execute accordingly, along with hosting and facilitate internal and client meetingsMake recommendations to program strategies and roadmap offering the best solution for client projects in accordance with the SOW and in collaboration with the Director of Client ServicesGather and document business requirements and communicate changes, enhancements, and modifications to clients, internal functional areas, sponsors, and other stakeholders Manage the program budget for the client and provide recommendations for effectively managing program costCommunicate with clients and maintain business essential relationships on a day-to-day basis as the primary business relationship managerConduct regular meetings via phone, webex, teams, etc., to update the client on program status, deliver presentations and provide an avenue for program enhancements

Morrisville, North Carolina, United States

Led a team of 12 employees in a fast-paced HUB environment, ensuring efficient operations and timely deliveriesHelp manage caseloads for case managers and distribute accordinglyConducted regular performance evaluations and provided constructive feedback to team members, resulting in improved performance and employee satisfactionCollaborated with cross-functional teams, including quality assurance, training, and IT, to identify process issues and implement solutions for continuous process improvementUtilize Microsoft Word, Excel, and PowerPoint to train agents on changes to the program

Morrisville, North Carolina, United States

Collaborated with cross-functional teams, including quality assurance, training, and IT, to identify process issues and implement solutions for continuous process improvementMonitored and evaluated call center metrics such as average handle time, first call resolution, and customer feedback, consistently meeting or exceeding performance targetsManaged escalated customer issues, resolving conflicts and ensuring customer satisfaction while adhering to company policies and proceduresAssisted in the recruitment and onboarding of new call center agents, contributing to team growth and maintaining a high standard of service excellence

Morrisville, North Carolina, United States

Communicated issues with programs to channel manager and project managersPrepared and reviewed various team reports to ensure maximum productivityAnalyzed service levels to properly staff team

Morrisville, North Carolina, United States

Implemented a “One Call Resolution” policy as a facilitator to address escalated customer questions and complaints by identifying resolutions to issuesMonitored, tracked and communicated to supervisors any negative patterns exhibited by a specialistProvided accurate and appropriate information in response to inquiriesBuilt customer loyalty by placing follow-up calls with customers who reported issues