Karin Santana

**** ******** ***** *******, ** ***21 Ph: 305-***-**** • Email: acvl63@r.postjobfree.com

Personal Summary

Accomplished contact center management professional experienced at driving organizational change to transform the effectiveness of customer interactions. Results-driven, proven success in developing and leading geographically dispersed teams to achieve outstanding results with emphasis on customer centricity. Critical change agent; proficient at devising innovative policies, best practices and technology solutions to enhance productivity and service levels. Adept at analyzing performance to identify improvement opportunities.

Work Experience

Call Center Manager

Emergent Health Corp February 2015 to Present

• Manage retail E-commerce (B2B) sales and MLM call center with 2 direct report Team Managers including 60 inbound sales representatives

• Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship

• Partners with the delivery team to execute on contract terms and conditions and to ensure on-time delivery of projects that support the client’s business

• Analyzes data to accurately forecast and manage operational performance, financial results, and resource requirements

• Oversees all contracts associated with customer and third party vendors. This includes negotiating contract terms for the customer & third party vendors as appropriate, managing executed contracts, and tracking milestones and financial commitments

• On track to reduce operation budget by 10% within the first 6 months in position while increasing KPI results

• Doubled employee to client ratio within first 6 months while maintaining KPI (Key Performance Indicator, NPS (Net Promotor Score), FCR (First Call Resolution)

• Developed and implemented a highly effective internal Quality Assurance (QA) program that fosters continuous improvement and Service Level Agreement (SLA) performance

• Manage merchant account daily reviews to ensure success of payments and reduction of refunds/chargebacks to less than 3% per quarter

• Full P &L responsibility plus forecasting of yearly budgets in excess of $1.5 million annually

• Developed Day to day sales report by product; provide insight to sales and marketing strategy on all products to ensure that operating targets are met and achieving revenue goals.

• Responsible for rebranding product logo’s, distributor marketing material for sales and product packaging with key suppliers.

Call Center Revenue Manager

Zotec MMP March 2014 to January 2015

• Worked with Revenue cycle hospital-based physicians and specialty groups to provide patient support on billing questions, insurance EOBs and payment plans: Anesthesiology, Emergency Medicine, Multi-Specialty, Pathology and Radiology

• Lead, managed and grew a 50+ seat inbound customer support call center including 3 direct report managers

• Partner with client teams and implement call center process improvement and transformation initiatives.

• Lead process builds and knowledge transfers to assist clients efforts to rapidly implement and transform processes within call center environment

• Analyze call center analytics, utilize interrelationship diagrams to find root cause opportunities preventing service improvements to meet client needs

• Evaluated and enhanced existing department processes, resulting in 20% internal efficiency improvement.

• Build and implemented tools to assist in process flows as well as tracking of agent productivity Results have included: • Decreased overall average handle times resulting in a 12% cost reduction • Increased customer satisfaction scores by 30% • Increased collections effectiveness index by 15% • Over $1M in client savings in first 6 months with the company

Client Service Unit Manager

Assurant Specialty Property March 2012 to March 2014

• Lead Customer Service with Financial Institution clients including WFM departments overseeing forecasting, load balancing and controlling shrinkage for North America market alongside with 6 other Unit Managers on multiple client accounts overseeing 600+ customer service representatives

• Successfully maintain client outlined KPI (Key Performance Indicator, NPS (Net Promotor Score), FCR (First Call Resolution)

• Partner with the Client Management team in the development of client-specific strategies and in the pursuit of growth opportunities

• Support role for IT department to ensure IVR and call routing was optimized for customer satisfaction

• Responsible for Customer Experience program that promotes core values of the company.

• Responsible for Quality Department with focus around Customer Engagement.

• Metric development to maximize agent efficiencies and utilization.

• Create a AIM (Advanced Interactive Management) program to mentor and prepare high performing representatives for management, empowers team members to serve the customer and creates open communication between management and representatives through 360 degree feedback

• Deliver routine, high - level reporting to senior management

• Responsible for strategic planning including portfolio assessment, new acquisitions, and reviewing business efficiency

• Responsible for operations planning including analyzing historical patterns and developing forecasts for future growth

• Partner with Human Resources to deploy performance & attendance policy tracking mechanisms.

• Reduce overflow calls by 80%

• Reduce operating costs for full time telephone employees by 11% while increasing service levels and calls per full time employee by 10% during tenure

Associate Eastern Regional Director

Optum Health November 2010 to January 2012

• Oversee productivity of 10 direct manager and supervisor and 500+ indirect reports to ensure all service levels are met in Call Center of 4 Regional Call Centers in Atlanta, Philadelphia, San Antonio and Schaumburg.

• Responsible for service of Behavioral and Substance abuse benefits and claims; including Managed Care, PPO, Indemnity and Consumer Driven Plans (HSA/HRA).

• Backup director for Central Region Call Center team who oversaw 1 claims department teams and 2 regional centers

• Implement Quality Assurance program that measures each employee's soft-skills with the customers

• Partner with the Client Management team in the development of client-specific strategies and in the pursuit of growth opportunities

• Reduced employee turnover from 70% to 30% by restructuring leadership and stabilizing the environment. Developed performance management and clear rewards program to boost attendance and call quality. Defined and reviewed expectations, removed poor performers, and rewarded top producers to increase operational efficiency and employee retention.

• Increased employee utilization resulting in a 28% improvement in line of business profitability

• Raised customer satisfaction scores 13% through introduction of direct connect process that routed calls according to skill set of each call center representative

• Improved quality ratings from approximately 50% to 95% by creating a standardized quality assurance form and new-hire training program with aligned objectives.

• Boosted first contact SLAs from 93% to 96% for Critical/High priorities by creating IVRs that were driven by the customer need project

• Development of WAH program which lowered attrition by 8%, enhanced business continuity plan and increased morale in the department

• Success rate for performance guarantee (PG) accounts at 99.8% - reduced risk of PG payout of 23k against a $12.2M contract

Manager of Site Operations

Optum Health February 2006 to November 2011

• Assist and establish key business needs during new client implementation

• Work with senior management to define and achieve performance guarantee goals set for the site

• Responsible for long range strategic development in effectively meeting company growth objectives

• Driving improvement in overall service levels, transactional efficiencies and cost management

• Assisting Vice President of Workforce Management with ensuring proper staffing levels and performance guarantees are met for multiple customer accounts.

• Lead and oversee call center and administrative support operations with 7 direct reports and 150 indirect reports.

• Plan, organize, direct, coordinates and supervises site operations, site moves and planning for incremental growth due to growing client and/or local business.

• Coordinate multiple projects related to overseeing the Medical Records convert to a paperless system for over 10 managed state regulatory requirements and internal company compliance department and those of accredited bodies i.e. NCQA and URAC, that enhanced and streamlined operations in order to reduce costs and improve response accuracy and time while ensuring quality

• Create a practice of best policies as well as form an amalgamation between the company, attorneys and other agencies

• Develop, implement, and facilitate training manuals for all departments to follow protocol for Medical Records request process

• Safeguard confidentiality of medical and financial records and assure compliance with HIPAA regulations concerning use, scanning, retrieval, storage, and sharing of medical records. Maintain an organized filing system for retrieval, storage, and destruction of medical records.

Education

HS Diploma

Miami Lakes Educational Center -

Miami Lakes, FL

September 1992

Actively attending online for completion of BS in Business Administration

Georgia Perimeter College –

Atlanta, GA

2012 - present

Additional Information

Core Competencies:

Operational Efficiency; Client Relationship Management; Process Improvement; Leadership; Team Building; Employee Development; Project Management; Cross Functional Team Management; Policy Creation; Large Team Leadership; Budgeting and Forecasting; Inventory Management; P&L Management

Expert knowledge of Medical and Medicare lines of business; including Managed Care, PPO, Indemnity, and consumer driven HRA/HSA plans.

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