Trudy Parrish Email & Phone Number

Overland Park, Kansas, United States

Lead Customer Service (contact center) across North America and Europe, including managing Customer Service Managers/Supervisors and Vendor relationships.

Overland Park, Kansas, United States

Overland Park, Kansas

Managed call center operations and customer qualification team of up to 120 employees, 5 Team Managers and a Facility coordinator to deliver outstanding customer service for largest account and service center.Responsible for recruiting, interviewing, hiring, coaching, and performance managing team members.Ensured teams (direct and indirect) were exceeding key performance metrics and quality expectations on a daily, weekly & monthly basis.Managed call flow and phone IVR… Show more Managed call center operations and customer qualification team of up to 120 employees, 5 Team Managers and a Facility coordinator to deliver outstanding customer service for largest account and service center.Responsible for recruiting, interviewing, hiring, coaching, and performance managing team members.Ensured teams (direct and indirect) were exceeding key performance metrics and quality expectations on a daily, weekly & monthly basis.Managed call flow and phone IVR design.Customer Service Management to drive improved customer satisfaction.Managed workforce planning including scheduling, forecasting, queue and call flow monitoring.Involved in a variety of projects to implement new systems, processes and procedures.Identified and developed product, system and process enhancements for continuous improvement to improve first call resolution and reduce complaints. Show less

Leawood, Ks

Developed and launched new call center including project management, setting up phones, systems and resources.Direct management of team varying in size up to 25 employees responsible for serving clients with customer service, individual health and ancillary insurance enrollment.Responsible for recruiting, interviewing, hiring, coaching, and performance managing team members.Managed call flow and phone IVR design for organization.Established key performance metrics for team and… Show more Developed and launched new call center including project management, setting up phones, systems and resources.Direct management of team varying in size up to 25 employees responsible for serving clients with customer service, individual health and ancillary insurance enrollment.Responsible for recruiting, interviewing, hiring, coaching, and performance managing team members.Managed call flow and phone IVR design for organization.Established key performance metrics for team and ensured were exceeding expectations and better target the needs and interests of the organization.Ensured compliance with all federal and state insurance, licensing and Medicare regulations for agency.Managed workforce planning including scheduling, forecasting, queue and call flow monitoring.Recommended additions and enhancements to product offering and systems for continuous improvement. Show less

Kansas City, Missouri Area

Managed day to day relationships with on and offshore call center vendors with 800+ associates at peak (remotely and on-site) for prepaid debit card and financial services clients.Successfully launched multiple new vendor call centers and ensured meeting performance and quality expectations on daily, weekly & monthly basisManaged sourcing, evaluation and selection of outsource vendors for call center business including RFP, Contract negotiation and Statement of Work.Led a variety of… Show more Managed day to day relationships with on and offshore call center vendors with 800+ associates at peak (remotely and on-site) for prepaid debit card and financial services clients.Successfully launched multiple new vendor call centers and ensured meeting performance and quality expectations on daily, weekly & monthly basisManaged sourcing, evaluation and selection of outsource vendors for call center business including RFP, Contract negotiation and Statement of Work.Led a variety of projects to implement new systems, processes and procedures. As well as conversion of business from one platform to another. Managed Vendor Summit Conference 2014. Show less

Kansas City, Missouri Area

Direct management of team varying in size up 25 responsible for customer service and Tier 2 support to vendor call center agents (on and offshore) for prepaid debit card and financial services clients.Managed day to day relationship with on and offshore call center vendors with 800+ associates at peak (remotely and on-site)Ensured teams (direct and indirect) were exceeding performance and quality expectations on a daily, weekly & monthly basis.Assisted with sourcing, evaluation and… Show more Direct management of team varying in size up 25 responsible for customer service and Tier 2 support to vendor call center agents (on and offshore) for prepaid debit card and financial services clients.Managed day to day relationship with on and offshore call center vendors with 800+ associates at peak (remotely and on-site)Ensured teams (direct and indirect) were exceeding performance and quality expectations on a daily, weekly & monthly basis.Assisted with sourcing, evaluation and selection of outsource vendors for call center business including RFP, Contract negotiations and statement of work.Successfully launched multiple new vendor call centers to meet peak staffing and business demands. Show less

Overland Park, Ks

Direct management of team varying in size up to 25 employees responsible for group benefits policy administration, billing and premium administration.Ensured teams were exceeding performance and quality expectations.Developed relationships with internal business partners and sales offices as well as external customers.Developed and implemented principles and processes for a variety of roles including needs assessment, quality standards program and evaluation of customer… Show more Direct management of team varying in size up to 25 employees responsible for group benefits policy administration, billing and premium administration.Ensured teams were exceeding performance and quality expectations.Developed relationships with internal business partners and sales offices as well as external customers.Developed and implemented principles and processes for a variety of roles including needs assessment, quality standards program and evaluation of customer satisfaction.Integral leadership in planning reorganization to become more cross functional and customer focused on end to end processes, workflow and deliverables. Show less

Overland Park, Ks

Developed and launched new customer solutions call center including project management, setting up phones, systems and resources.Direct management of team varying in size up to 20 employees responsible for serving group benefits clients with customer service, policy administration, billing and premium administration.Responsible for recruiting, interviewing, hiring, coaching, and performance managing team members.Managed call flow and phone IVR design for organization.Developed… Show more Developed and launched new customer solutions call center including project management, setting up phones, systems and resources.Direct management of team varying in size up to 20 employees responsible for serving group benefits clients with customer service, policy administration, billing and premium administration.Responsible for recruiting, interviewing, hiring, coaching, and performance managing team members.Managed call flow and phone IVR design for organization.Developed relationships with internal business partners, sales offices and external customers to achieve outstanding results.Involved in a variety of projects to implement new systems, processes and procedures.Worked closely with senior leadership to identify and develop product, system and process enhancements for continuous improvement.Provided ongoing production support and business analysis to operations teams and instrumental in process and procedure development and documentation. Show less

Overland Park, Ks

Developed and conducted training for a variety of positions in Group Benefits teams including customer service, premium administration (cash receipts, cash application, new business, service administration and list billing).Held multiple lead positions on several projects.Conducted training on updates to various systems used by operation teams.Provided ongoing production support and business analysis to operation teams, and was instrumental in process and procedure development and… Show more Developed and conducted training for a variety of positions in Group Benefits teams including customer service, premium administration (cash receipts, cash application, new business, service administration and list billing).Held multiple lead positions on several projects.Conducted training on updates to various systems used by operation teams.Provided ongoing production support and business analysis to operation teams, and was instrumental in process and procedure development and documentation. Show less