Quality Assurance Customer Service

Marina Galoustian

Email: *********@********.***

Address: ***** ******** **

City: Granada Hills

State: CA

Zip: 91344

Country: USA

Phone: 818-***-****

Skill Level: Director

Salary Range: 120

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Marina Galoustian

Home: 818-***-**** Mobile: 818-***-**** e-mail: *********@********.***

SUMMARY

Highly motivated, goal oriented and result driven Operations Executive with a demonstrated record of exceeding profitability goals, turning around underperforming units and driving increased revenues.

ACHIEVEMENTS/SKILLS

* Over 18 years of experience with excellent strategic planning, organizational development, team building and project execution experience.

* Proven ability to cultivate productive relationships with internal and external customers.

* Seasoned Executive with extensive experience creating, developing and executing strategic plans for assessment, cost reduction and effective budgeting for multi-state sites.

* Stabilized the West Coast Operations by reducing Employee turnover from 78% to 41% within 12 months.

* Increased customer retention for Agency channel by 6.9% resulting in $6.7M dollars in retained revenue.

* Reduced HIPPA violations by 63% within 6 months.

* Reduced 534% of high-risk exposure by implementing and enforcing the -privacy act- guidelines.

* Increased the sales close ratio of the Renters products by 42% within 8 months.

* Implemented process and procedure changes which increased production by 16%.

* Performed in-depth analysis and increase web transaction hits by 35%.

* Implemented fund transfer and EDI processing and premium related processing manuals.

* Streamlined trade processing/loss mitigation procedures, to ensure SEC compliance and reduced financial loss by 76% within 6 months.

* Created the "Pending Team" and accelerated the efficiencies of incoming business by 53%.

* Knowledge of ERISA, FMLA, ADA, EEO, COBRA, Worker`s Compensation, and other CA, FL, NJ employment laws and regulations.

PROFESSIONAL EXPERIENCE

Disability Group Inc., Los Angeles, California 3/11 - 10/11

Director of Hearing Operations

* Operations management - Executed strategies to improve financial performance. Ensured operations conducted consistent with State Bar and Social Security Rules. Directed the Operations within the approved budget. Developed Management talent. Increased revenue by $98,763 from March to August. Decreased SSI/SSD Case Denials by 49% from March to August. Decreased cost per case by 70%. Implemented quarterly roundtable meetings to increase communication.

* Training and Development management - Enhanced the department training program. Moved away from the -sink or swim- methodology and implemented a 5 week training program.

* Project management - Developed a Quality Assurance program. Implemented fax disclaimers and reduced company liability. Executed a Client Service Escalation process. Created and implemented an attendance policy. Enhanced SalesForce and increased production of complete files by 43%.

One Call Medical Inc., Woodland Hills, California 12/06 - 2/09

Vice President of West Coast Operations

* Operations management - Strategically directed and managed all aspects of the Operations in the West Coast. Directed the West Coast Operations Payroll, IT, Telecom, Facility and Human Resource sections. Developed the Operations budget and remained on target in accordance to the approved budget. Aligned operations to fulfill corporate objectives by identifying risks, barriers and finding opportunities. Established a "Pay for Performance" program which lead to a work environment conducive to high performance and placed the focus of managing the talent at hand. Enhanced and managed the Sales and Operations relations. Implemented process and procedure changes which; increased production by 16%, increased the quality assurance scores from 61.3% to 96%, and decreased the billing errors by 88%. Enhanced the interviewing process and implemented Predictive Index to the interview process.

* Telecom management - Merged phone queues with East Coast Operations and reduced ASA by 32 seconds per call and decreased the YTD abandonment rate by 26% in the referral phone queue. Increased customer awareness and phone queue urgency by implementing reader boards, and Data Pop technology.

* Training and Development management - Developed and implemented a 4 week -New Hire- training program. Champion Leadership - Implemented a training program for the leadership team. Utilizing the predictive index program along with a career development strategy, lead to increased employee satisfaction. Ergonomic assessment and training for the Leadership Team.

* Project management - Worked with outside council in developing and implementing a CA employee handbook. Developed and implemented a new Quality Assurance (QA) department; QA program, a dashboard for the QA Team to track, trend and coordinate training and development efforts with Operations Supervisors and Trainer. Implemented a Center Performance Department to focus on queues and call routing efficiencies. Developed and implemented performance expectations for Customer Service Representatives thus creating consistencies between all sites. Increased the communication throughout the corporation by implementing; the Suggestion box - "Your voice is important" program. Lead Charity projects such as -Home Walk- and others.

* Technology - Developed and executed Customer Advocacy and escalation help line, resulted in many process enhancements within Operations and IT. Autonomy eTalk implementation across all three call centers (Easter, Western and Southern call centers); thus reducing time spent on call monitoring and file auditing. Implemented Phoenix, a web based system, in the West Coast office and gained a 2% efficiency.

Countrywide Insurance Services, Simi Valley, California 9/04 - 9/06

Vice President of Customer Contact Center

* Operations management - Implemented a -one touch resolution- process/procedure resulting in increased customer retention for the builder channel by 2.0%. Managed; all aspects of contact center/customer service policies, objectives, and initiatives through strategic planning. Developed the Contact Center Budget and adhered to the approved budget. Managed several call queues and maximized resources by implementing skill based routing. Implemented production expectations for contact center teams and achieved the following; Increased CSR sign-on time by 74%; reduced ASA by 72 seconds; decreased the abandonment rate by 173%; reduced the AHT by 7 minutes and increased the service levels by 39%. Increased offshoring production by 2%. Developed and implemented individual and queue performance production reports. Motivated, coached, encouraged and recognized staff members. Developed long and short-term business plans, system interventions, performance analysis, staffing models and contingency plans to meet and exceed company goals and objectives. Planned, organized and directed activities of the Operations staff to ensure that service level goals are met. Reduced turnover in Contact Center by 62% by enhancing recruitment efforts and implemented a peer evaluation and behavior based questions. Developed and implemented a new Quality Call Monitoring program and later enhanced the program by implementing a self-evaluation desk program. Developed and implemented the Do Not Solicit processes and procedures. Implemented the "Clean Desk Policy"; in addition to, the -e-mail/fax- communication disclaimers. Developed and implemented a "shift-bid" and "shift-swap" policy and procedures thus removing favoritism perceptions of management. Tacked, trended and trained on escalated call types by developing an Escalated Call database in MS Access.

* Telecom management - Crated and managed the telecom budget. Transitioned all new business sales calls; from California to the Texas call center. Enhanced IVR/VRU and decreased customer VRU queue time by 8%. Segregated license vs. non-licensed required calls; thus reducing E & O exposure. Implemented Quintus tracking database to ensure all issues are prioritized accurately and responded to in a timely manner increasing Telecom production by 76%. Executed and implemented Defensive Call Center Table (CCT) processing which eliminated potential deterioration in system performance. Implemented whisper step at application level instead of at toll free number level. Implemented a sales and service call center in Texas. Initiated and executed IP NIQ to enhance call routing between California, Texas and Florida contact centers. Consolidated 64 Agent Groups to 10 Agent Groups; thus gaining control of efficient call routing. Implemented and lead the following projects; Predictive Dialer, NICE Universe, eWorkforece Management, Virtual ACD Branch Agents.

* Training and Development management - Developed a new training department. Implemented an in-house P & C licensing training and increased the state exam pass rate by 19%. Directed the training team in the; development, design and delivery of all operations related training. Prepared and administered strategic business plan, proposals/recommendations for new training programs, budget analysis and reporting needs. Instilled a focus on Call Center methodology such as "nesting areas/call labs". Initiated and executed a modular training system to impact productivity within 2 weeks. Implemented "job coaching" training and expectations.

* Project management - Utilized System Development Life Cycle (SDLC), and traditional -FASTER- project management methodologies to reach organizational goals. Created, executed, lead and managed the following projects to ensure efficient process flow and exceptional quality of service to all investors, builders and homeowners; Do Not Solicits, partnered with the Mortgage Loan, with Mortgage Investment Group and Treasury Group (commercial banking) departments and increased Homeowner Insurance business, Web self help tool for Business Partners, Automate transfer of funds on rewritten policies, re-wrote and reclassified all job descriptions within Operations, Market adjustment, Bonus program overhaul and etc.

AIG SunAmerica Financial, Woodland Hills, California 10/00 - 9/04

Manager of Operations

* Operations management - Planned, organized and directed activities of the Operations staff to ensure that service levels are maintained. Managed approved budget. Administered several call queues and skill sets. Directed and executed production expectations for both the processing team as well as the contact center team. Motivated, coached, encouraged and recognized staff members. Developed and executed; long and short-term business plans, system interventions, performance analysis, staffing models and contingency plans to ensure superior service for all customers and brokers. Employee turnover was reduced by 55% within 12 months.

* Process reengineering - Developed, recommendations and implemented Customer Advocacy program thus improving department service and efficiency. Performed in-depth analysis and increase web transaction hits by 35%. Implemented fund transfer and EDI processing and premium related processing manuals. Streamlined trade processing/loss mitigation procedures, to ensure SEC compliance and reduced financial loss by 76% within 6 months. A direct result of reengineering the training program; decreased the learning curve of new hired Associates by 25%. Reengineered the performance process and procedure; which, increased efficiency and productivity by 40%. Created the "Pending Team" and accelerated the efficiencies of incoming business by 53%. Implemented the attendance guideline in both the Variable Annuities and Fixed Annuities Service Center and reduced absenteeism by 18%.

* Project management - Worked directly with IT Programmers (On/Off shore), Executive Management, Vendors and Business Units to implement and/or upgrade systems. Lead the -NaviSys-, Asset Management System implementation, thus consolidating all customer information into one system. Responsible for risk assessments, cost efficiencies and organized user acceptance testing prior to implementation of projects. Recommended and implemented the corrective action process in both the Variable Annuities and Fixed Annuities Service Center. Implemented a "help line" database program to track and trend the various escalated calls. Created and implemented a "bonus" criterion for Associates as well as Supervisory staff. Automated the -1035 exchange- and -pending new business- information on SunAmerica.com`s web site and increased productivity by 70%. Developed and implemented a "Disaster Recovery" program for operations.

* Technology - Prepared business requirement documents for system upgrades. Worked with vendors such as; SAP, Periphonics IVR system and Avaya. Implemented the -Genesys Workforce Management- system. Executed the "Language line" program and increased foreign clientele. Integral part of the VOIP system implementation team.

OTHER POSITIONS HELD

WellPoint Dental Services, Camarillo, California 6/99 - 7/00

Manager of Dental Operations

Health Net, Woodland Hills, California 7/96 - 6/99

Supervisor of Member Services

CIGNA HealthCare of California, Sherman Oaks, California 2/91 - 11/95

Group Benefits Representative; Supervisor of CIGNA Dental Health`s Member Services/call center; Provider Relations Coordinator

EDUCATION

B.S., Business Management, Pepperdine University, Malibu, California

Personal Lines Broker-Agent License CA 0F24759

MEMBERSHIP/AFFILIATION

Classics Home Owners Association, Granada Hills, California 1/09 - Present

Board Member and Treasurer (Volunteer)

* Directed financial planning, procurement, and investment of funds. Analyzed financial records to successfully forecast future budget requirements. Evaluated needs for procurement of funds and investment of surplus. Advised Board Members on short and long term investments. Developed policies and procedures for smoother check signing and record keeping transactions. Prepared and delivered financial reports. Negotiated with vendors for procurement.

Other Memberships

Executive Suite Project Management Network CXO Community

Operations Executives ICMI Member CalbizCentral member

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