Experience

Nsight Health

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Chief Operating Officer

  • Oct 2023 - Present

• Chief Customer Officer

  • Sep 2023 - Oct 2023

• Vice President, Call Center Operations

  • Jun 2023 - Sep 2023



NRG Energy

• United States
• Consumer Services
• 700 & Above Employee

• Head of Sales & Customer Operations

  • Jul 2021 - Jun 2023

  NRG is a Fortune 500 company, the largest residential energy provider in the United States, headquartered in Houston (TX) and the parent company of Reliant Energy, Direct Energy, Discount Power, Cirro Energy, Green Mountain Energy, Goal Zero, American Water Heater and Vivint Home Security Responsible for the oversight of all Front and Back-Office functionality: Contact Center, Telesales, Customer Retention, Workforce Management, BPO Management, Billing & Collections, Service Network Management, Accounts Receivable, and Customer Relations Show less



Cinch Home Services

• United States
• Insurance
• 200 - 300 Employee

• Senior Director, Contact Center Operations

  • Feb 2020 - Jul 2021

  Reporting to the COO, responsible for the complete oversight & leadership of all Contact Center-related functions: Customer Service, Telesales, Customer Retention, Dispatch, Executive Escalations, Workforce Management, Multi-site internal Contact Centers, BPO Vendor Management, Training, L&D, Instructional Design & NPS/VOC

• Director of Operations

  • Jun 2019 - Feb 2020

  General Manager accountable for all consumer-facing functions including, but not limited to: Customer Service, Telesales, Customer Retention, Executive Escalations, Dispatch and BPO Vendor ManagementInterim Vice President, Operations from September 2019 - February 2020



Direct Energy

• Greece
• Operations Consulting
• 1 - 100 Employee

• Head of Sales & Operations

  • Oct 2015 - May 2019

  Responsible for managing customer interactions across both Direct Energy US Home Services and subsidiary company Home Warranty of America lines of business. with accountability for over 500 contact center agentsDevelop and execute strategic plans, capitalizing on customer interactions, to drive the growth of protection plan/home warranty customer count, profitability, replacement leads, and home visits for Direct Energy Services business units. Redesigned inside sales team focused on D2C acquisition, customer retention, and product cross-sell via improved lead generation, nurturing, and partnershipsPresident's Award recipient for the 2016 year - Sales Excellence Show less

• Senior Manager, Call Centre Operations

  • Apr 2013 - Oct 2015

  Reporting to the Senior Director of Customer Operations, responsible for the complete oversight of all Call Center related activities: 500+ seat inbound/outbound sales and service center, with an annual budget that exceeded $40 millionAccountabilities included, but were not limited to: ownership of overall Customer Experience, Telesales and Retention, Direct Energy Office of the President, Workforce Management, Call Center business processes, Customer Care, Billing & Collections, Sales Performance & various back office functionsHandled high-profile customer complaints and escalations, through the leadership of our Office of The President team Show less



Best Doctors

• Financial Services
• 1 - 100 Employee

• Director of Operations

  • Oct 2012 - Apr 2013

  Reporting to the Vice President of Operations, responsible for complete oversight of both the inbound customer service and data entry teams Implementation and oversight of all call center practices and procedures, development and implementation of internal QA program, WFM tools, and processes. Creation of call-center dashboards, routine reporting, and management routines Partner with the Sales, Account Management & Global Operations teams; sharing best practices to maintain relationships with key clients Show less



CUMIS

• Canada
• Insurance
• 200 - 300 Employee

• Senior Manager, Billing Service Centre, Client Service

  • Nov 2010 - Oct 2012

  Reporting to the Vice-President, Client Services, and management of inbound/outbound Billing Service Center Activities including premium administration, commission payments, billing, collections, statement reconciliation, and general accounting/reporting for Creditor, Group Benefits, and Individual Insurance product linesResponsible for the alignment of billing functions, and consistent best practices, across three distinct lines of business situated in both Ontario and SaskatchewanInteract with the union and resolve issues relating to the collective bargaining agreementPresident’s Club Award winner in 2010 Show less

• Manager, Customer Experience

  • May 2005 - Nov 2010

  Leadership of the Billing & Collections, Telesales & Technical Support Call Centers, as well as, the Workforce Management teamProvide WFM services to Customer Service, Claims, Billing & Collections, and Retirement Services. This includes the implementation of Workforce Management solutions in business units and the creation of accurate forecasts for all inbound contacts and associated work transactions. Ownership of company call trees and associated telephony programmingProvide day-to-day support to Credit Unions, Members, and Account Management team while participating in/facilitating working groups using the LEAN methodology to drive process improvement Hire, coach, counsel, and motivate staff. Conduct associated performance reviews, and set team targets based on established industry best practices while monitoring all aspects of staff training/daily performance including product knowledge, systems processes & service standards Show less



Sun Life Financial

• Canada
• Investment Banking

• Business Support Specialist

  • Feb 2002 - Apr 2005

  As part of the Group Retirement Services training team, provided 2nd level support to customer-facing staff and teams; guidance pertaining to all procedures/processes, and questions related to legislative/compliance regulations. From this, identify training needs, and conduct associated training sessions Created, implemented, and executed testing plans for the Sun Life self-serve tools: Member & Sponsor Websites, IVR systems Perform the duties of Communications Specialist when necessary; keeping the division abreast of planned outages, implementations, changes to procedures etc. Act as a liaison between our administrative staff and the Information Technology area while conducting first-level troubleshooting of several mainframe and network utilities: SQL Server, DB2, JCL Transitioned our largest pension client (Royal Bank) to the Clarica system when the company purchased Royal Trust, while planning and executing the testing/rollout of a new common desktop image for an entire division of 300+ people Show less