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PHONE NUMBER AVAILABLEEMAIL AVAILABLEPROFESSIONAL EXPERIENCEBJS WHOLESALE CLUB, Marlborough, MA 2020  2024Member Care Operations ManagerManaged back-office operations for all queues related to the outsourced 300 agent contact center.Managed team including 4 managers.Developed training for our contact center associates.Retooled standards and all turn-around times in the contact center meeting KPIs.Traveled on site to our vendors centers to lead in providing great service delivery to members.Managed Order management, optical and pre-order operations.Liaison to club issues, Own Brands and Credit areas.Manage back-office operations for all queues related to the outsourced contact center.RODENHISER PLUMBING, Holliston, MA 2017  2020Call Center Operations ManagerBuilt and modernized the call center and managed two teams in service delivery.Initiated the installation of a new ACD system.Rewarded for service in the call center.STEWARD HEALTH, Dedham, MA 2012  2017Manager, Call Center and Service: Start UpDeveloped the initial call center for service: Incoming and outgoing call center. Built a comprehensive quality assurance program and developed standards.Implemented a training program for the call center.Oversaw technology development for the call center.Managed incoming mail and forms processing.Presented "The Patient is Your Customer" presentation to steward provider offices.ADDITIONAL RELEVANT EXPERIENCETUFTS HEALTH PLANSenior Manager, Call Center Member Care/Provider GroupManaged call center, member and provider group, retention group, and help desk.Managed 130 representatives in the senior products division: Incoming and Outgoing.Developed and managed a sales retention team.Streamlined operations to improve efficiency.Implemented an associate award program.Introduced call service programs that increased first call resolution and adherence and decreased average handle.VICE PRESIDENT FIDELITY INVESTMENTSLed a team in re-tooling the operations of client services.Implemented a case management problem resolution team within the call center.Completed a roll out of web link carrier update processing with several major health insurance carriers/vendors.Enhanced front end resolution in phone center increasing first call resolution by 7%.FIDELITY INVESTMENTS RETIREMENT SERVICES COMPANYProject ManagerCreated the vision and implementation plan for a new service delivery model for the call center.Led a team that reviewed call centers problem resolution process and provided detailed recommendations for efficiency.Director, Infrastructure and Integration: Project ManagementManaged a two-site call center.Led a team of two directors and 180 representatives.Provided strategic direction for the business.Influenced the development of desktop technology.EDUCATIONBachelor of Science (BS) Business Management, Northeastern University, Boston, MAProfessional DevelopmentExecutive Leadership  Babson CollegeKEY SKILLSMember Relationship Management Leadership Customer Service Excellence Member Retention Team Development Strategic Planning Data Analysis Communication Problem Solving Regulatory Compliance