Experience

Maxor National Pharmacy Services, LLC

• United States
• Hospitals and Health Care
• 300 - 400 Employee

• Vice President, Member Services

  • 2019 - Present

  • Consistently initiated and managed additional responsibilities and led efforts to extend the company footprint into multiple locations, earning a promotion from Senior Director to Vice President in 2021 • Lead a team of 100 members to manage the operations, achieve KPIs, and strengthen the financial performance across 2 locations in Tempe and Amarillo, providing highly efficient, world-class customer service for Pharmacy Benefit Management support to clients, resulting in the Tempe site earning recognition as the “Top Workplace” by the Arizona Top Workplace Award program in 2021 • Established a new contact center with cutting-edge tools, technology, and automation for an upgraded infrastructure while hiring, training, and onboarding highly talented team members within 90 days and quickly exceeding all KPIs • Swiftly pivoted to a remote workforce in response to the COVID-19 pandemic by planning and implementing new initiatives, including defining virtual hiring practices, designing an online training curriculum, and developing a virtual employee engagement playbook • Crafted and presented an employee connect and engagement strategy to all Senior Leaders to sustain a strong culture and maintain consistent performance during the pandemic, leading to record-high achievements, exceeding all key performance measures • Headed the Quality and Training teams, designing a leadership development program and instituting Culture and Community Service Committees, enabling career advancements for 20% of the staff in Year 1 and achieving top engagement scores • Partnered with the Talent Acquisition team to shift from hiring onsite to across the country with a “hire to retire” engagement plan by conducting a compensation analysis, restructuring the hiring practices, and building the brand on social media to identify innovative strategies for attracting and retaining talent, garnering a high retention rate and attracting a different audience of candidates Show less



24-7 Intouch

• Canada
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Vice President

  • 2018 - 2019

  • Oversaw a team of 1K resources across 4 onshore and offshore regions to manage the operations for all 4 support channels, including voice, email, chat, and social media for a portfolio of high-profile clients, influencing an annual revenue of $50M • Transformed the under-performing operations by collaborating with various teams across the organization to devise a targeted action plan to restructure the leadership team, implement analytics and reporting, enhance client communication, and engage the front line staff, growing the Net Gross Margin from 0% to 23%, improving the CSAT by 21%, and reducing absenteeism by 40% within 90 days • Overhauled a book of business with monthly financial losses by working closely with the Account team and the Finance team to strengthen the client relationship, recovering the client from a “red” to a “green” status and achieving a $1M renewal • Built a new outbound sales program within 2 weeks in collaboration with the Sales team by hiring 75 staff members, developing a sales training program, and creating new management reporting, resulting in generating a revenue of $750K YOY • Introduced a “hire to retire” employee lifecycle by revamping the hiring and training practices, improving leadership development, instilling a “one team” mindset to eliminate silos, leading to increasing team member retention by 20% Show less



Express Scripts

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Regional Senior Director, Contact Centers

  • 2014 - 2017

  • Led 1.3K direct reports with indirect oversight of 3K members while maintaining an $80M budget across 8 Healthcare contact centers as well as a virtual workforce with 700+ team members to manage the end-to-end client and member experience, successfully resolving 20M+ annual inquiries and supporting 50M members and 100+ clients • Transitioned from a pure service framework to a sales and service model by redefining hiring and training practices, enabling a new compensation strategy, improving management reporting, and leveraging technology, increasing client and employee satisfaction and driving a 45% annual revenue growth with a bottom-line impact of $12M • Fostered a collaborative culture across the contact center by introducing a high-touch model to enhance the end to end employee experience and instituting data analysis to strengthen KPI achievement, resulting in boosting the Net Promoter Score by 11%, minimizing call ratios by 15%, and hardening employee retention by 20% • Cultivated strong relationships, gaining buy-in across organization for the investment of time and costs of the transformation initiatives by ensuring a favorable ROI, leading to expanding sales by 20% and enabling a $4M P&L Show less



UniRush/RushCard LLC

• Senior Director, Customer Service

  • 2012 - 2014

  • Directed a team of 700 employees across 4 vendor locations and 2 continents, leading the customer service sector with 4M annual inquiries for 400K members, influencing growth for a $10M industry-leading Prepaid Visa Debit Card business • Designed a customer service roadmap in the first 60 days of hire to define strategic KPIs, develop management reporting, strengthen vendor control, and restructure the end-to-end quality program, resulting in boosting customer satisfaction by 19%, lowering customer calls by 22%, growing acquisition by 10%, and producing $600K+ in annual revenue • Executed a flawless peak season 2x through strategic planning with new customer segmentation and management reporting while expanding staffing by 75%, enabling a 25% increase in answer rate, improving customer satisfaction by 20%, lowering handling time by 11%, and providing a $250K favorable expense variance • Defined and presented a new domestic servicing model and business plan to Executive Leadership, orchestrating the due diligence and vendor selection process to transition the provider from India to a nearshore, bilingual presence in San Salvador • Renegotiated vendor contract with a modified pricing structure to reduce cost per call by 29%, securing $500K in cost savings YOY • Revitalized the training and quality programs by defining new roles and strengthening communication efforts, elevating the level of service to customers, significantly improving the Better Business Bureau rating from an F to a B in 2 years Show less

• Senior Director, Member Choice Center

  • 2010 - 2012


TSYS

• United States
• Financial Services
• 700 & Above Employee

• Senior Director, Managed Services

  • 2000 - 2010

  • Orchestrated the daily operations of an outsourcing contact center with a team of 450 staff and a $20M budget, consistently exceeding team performance with a cost of service reduction of 12% while surpassing financial targets by 25%+ • Transformed failing operation and executed a clear strategic vision for the business unit, delivering high employee engagement and emphasizing continuous improvement • Reduced team member attrition from annual rate of 100% to 5-year average of 25%, consistently delivered favorable financial results while dramatically improving customer experience • Captured $1.2M in new revenue by leading due diligence engagements and executing seamless implementations • Realized reduction cost structure and revenue retention as project leader for offshore contact center implementation, successfully creating and presenting business case to executive leadership, leading vendor selection process, and overseeing the implementation of technology infrastructure to support new operation Show less