Experience

Icario

• United States
• Hospitals and Health Care
• 100 - 200 Employee

• Director, Channel Services

  • May 2021 - Present

  Minneapolis, Minnesota, United States



iRhythm Technologies, Inc.

• United States
• Medical Equipment Manufacturing
• 700 & Above Employee

• Senior Manager Customer Care

  • Nov 2015 - May 2021

  Lincolnshire  Manage the operational and strategic activities of a 90+ person multi-channel contact center including workflow efficiencies, and work force optimization to ensure a positive patient experience.  Manage and ensure KPI requirements are achieved through the overall performance of contact center.  Oversight of hiring, staffing, quality and workforce management.  Performance management and developing people, with a dedication towards creating a positive experience for our staff and… Show more  Manage the operational and strategic activities of a 90+ person multi-channel contact center including workflow efficiencies, and work force optimization to ensure a positive patient experience.  Manage and ensure KPI requirements are achieved through the overall performance of contact center.  Oversight of hiring, staffing, quality and workforce management.  Performance management and developing people, with a dedication towards creating a positive experience for our staff and our customers.  Drive operational efficiencies through Business Intelligence reporting.  Operational and Technical lead for contact center telephony platform (Mitel) Show less



Informis Health Solutions, LLC (formerly General Dynamics)

• Director of Operations

  • Jun 2009 - Nov 2015

  Greater Chicago Area • Lead and direct 200+ seat contact center operation to ensure that the operations staff executes service agreements at, or above the customer’s standards •Provide leadership, motivation and strategy for operations staff to effectively grow the business. •Utilize superior communications skills to motivate staff and develop effective working relationships with peers, executives and clients • Develop, maintain, and monitor call volume forecasts • Develop, manage, and service staffing… Show more • Lead and direct 200+ seat contact center operation to ensure that the operations staff executes service agreements at, or above the customer’s standards •Provide leadership, motivation and strategy for operations staff to effectively grow the business. •Utilize superior communications skills to motivate staff and develop effective working relationships with peers, executives and clients • Develop, maintain, and monitor call volume forecasts • Develop, manage, and service staffing levels according to SLA and customer requirements • Identify and recruit appropriate resources, assigning individual responsibilities • Manage Quality Assurance to ensure CMS compliance Show less



General Dynamics Information Technology

• IT Services and IT Consulting
• 700 & Above Employee

• Contact Center Manager

  • Dec 2005 - May 2009

  Greater Chicago Area -Managed 100+ seat contact center for four large Medicare programs. -Work in collaboration with the Program Manager to meet financial and service levels goals -Provide leadership to customer service, call center operations, and other professional staff -Develop, maintain, and monitor call volume forecasts -Develop, manage, and service staffing levels according to SLA and customer requirements -Identify and recruit appropriate resources, assigning individual… Show more -Managed 100+ seat contact center for four large Medicare programs. -Work in collaboration with the Program Manager to meet financial and service levels goals -Provide leadership to customer service, call center operations, and other professional staff -Develop, maintain, and monitor call volume forecasts -Develop, manage, and service staffing levels according to SLA and customer requirements -Identify and recruit appropriate resources, assigning individual responsibilities -Assign individual responsibilities and develop schedules to ensure timely completion and final delivery of a solution to meet customer requirements Show less



Pearson Performance Solutions (formerly Pearson Reid London House)

• Manager, Facilities

  • Apr 2003 - Nov 2005

  Greater Chicago Area • Manage Transcription, Order Entry & Administrative departments. • Provides 24/7 facilities support for building engineers, outside vendors and security. • Manage 50,000 sq/ft facility to ensure a safe & efficient workplace. • Operate as communication liaison between Information Technology and Service Center. • Create and enhance processes and procedures between all internal departments.



Pearson

• United Kingdom
• Education
• 700 & Above Employee

• Service Center Supervisor

  • 2001 - 2003

  • Supervised staff and provided support for inbound customer service calls. • Ensured world-class customer service and account management. • Successfully surpassed service level of 80% for inbound Service Center. • Monitored and tracked client concerns and technical support in database



S&P Global

• United States
• Financial Services
• 700 & Above Employee

• Sales Support

  • 1995 - 1998