Manager Customer Service
Resume:
JOHNNY GONZALEZ
Tallahassee, Florida 32303
PROFESSIONAL SUMMARY
Experienced Executive with extensive background in supporting a wide
variety of public service and healthcare-related technology vendor
outsourcing - focused on program and project management for IT, Policy and
operations management in the Government Healthcare Industry.
RANGE OF EXPERIENCE
My experience and knowledge from previous positions have enabled me to
utilize keen technical skills and knowledgeable of Program Management and
the Contact Center environment with regards to large complex projects.
Highlights of my qualifications include the following:
. Over 4 years in Executive Management position with responsibility for
implementation, vendor management, and operations experience
. Over 10 years in Management positions with responsibility for
implementation and operations experience
. Over 10 years of Contact Center Management, Project Management and
Client Relations experience
. Over 10 years experience in monitoring and reviewing staff to ensure
performance standards and contract requirements.
. Over 6 years experience in Strategic Planning, Business Development and
Cost Saving Initiatives
. Financial and budget generation related to contract requirements and
corporate guidelines
PROFESSIONAL EXPERIENCE
Florida's Agency for Health Care Administration
2013 to present
Tahallahassee, Florida
Medicaid Program Integrity Project/Contract Manager
2013 to present
. Provide assistance with the new release of 2 Invitations to Negotiate -
Data Analytics and Case Management System
. Provide guidance with proposal reviews and evaluation process
. Assist in the development of the contract and final negotiations with the
selected Vendor
. Manage the implementation efforts as a Project/Contract Manager for the
Agency for Health Care Administration for the implementation of a New
Case Tracking System
. Review all and any deliverable provided by the vendor in accordance with
the final approved project plan
. Certified as a Florida State Contract Manager
ACS/Xerox
Tallahassee, Florida
1999 to 2012
Executive Account Manager - Florida Health Choice - Health Insurance
Exchange (HIX) 2012 to 2012
. Served as a strategic advisor to customers, by recommending and executing
best practices for the design and implementation of the Florida Health
Choice Small Group Insurance Market Place.
. Managed the day to day relationship management for Xerox customers.
Responsibilities include: outlining project plans, assigning of duties
and responsibility, managing status updates, facilitating implementation
meetings, and issuing escalation and risk mitigation when needed to
ensure product progresses on schedule and with prescribed standards.
. Maintain and foster good relations within client base, and all corporate
levels within Xerox, so as to best service our client base.
. Maintain a good working knowledge of all other products and services sold
within Xerox such as Connected Health and Healthcare Exchange Services.
. Keep abreast of current events and trends in the industry.
. Listen and understand Account requirements so as to translate into
deliverable solutions.
Executive Account Manager - Florida Healthy Kids SCHIP Third Party
Administrator (TPA) 2012 to 2012
. Senior executive leader for the Florida Health Kids Corporation (FHKC)
vendor outsourced support, responsible for an account of 250+ employees,
consisting of 7 Managers and several Supervisors and Team Leads.
. Provide strategic development, tactical execution, and problem solving to
define concrete solutions to increase and/or maintain enrollment rates in
the FHKC program. This is accomplished through excellent relationships
management and understanding organizational needs based on sound data
collection and analysis.
. Develop, compile and present; program review reporting presentations,
proposals, and capabilities overview, as well as assist with the
negotiations of new and renewed contracts.
. Deep career knowledge of Call Center operations: Implement strategies to
extend CMR's and IVR's reach into customer organization to grow business
and increase customer's participation; I did this by fostering
relationship with key account contacts that also included Automated Call
Distribution (ACD), development and continuous refinement of "call trees"
. Oversight of the Document Control department which consisted of:
o Document Management
o Imaging (OPEX Scanners & Mavro)
o Indexing
o Workflow Management
. Effectively manage travel schedule in an effort to maximize number of
office hours available. Reply to voicemail, cell phone and e-mails
within 24 hours of receipt regardless of physical locations.
. Provide ad hoc services as directed by management, work collaboratively
with other departments to ensure objectives are met in a timely,
efficient, and cost-effective manner.
. Over saw all P&L for the project as well as developing and maintaining
the annual budget with recurring revenue of $24 million.
Deputy Project Director (FHK TPA) (Florida Healthy Kids - TPA/Vendor
Outsourcing) 2007 to 2012
. Oversight of all Operational duties for the Florida Healthy Kids TPA
project consisting of over 200 employees
. Cost Savings
o Implemented a Pay by Performance model throughout the FHK TPA
organization in all departments consisting of line-level staff.
This resulted in an overall production increase greater than 25%
and a cost savings of approximately $1.4M.
o Just 3 months after the implementation of the FHK TPA contract, I
quickly realigned our Telecom Platform from Verizon to Qwest and
reducing our Telco expenditures with an annualized savings of
$250,000.
o I also moved the most commonly used Language Services (Spanish,
Creole) to an internal ACS Language services saving $100K per year.
o Through the implementation of Work@Home project we have approximate
45 agents currently working from the comfort of their own home.
o Designed and implement an Interactive Voice Response system, with
subcontractor Contact Solutions Inc. this resulted in a savings of
over $7M over the life of the five year contract.
. Cost Avoidance
o Service Level Agreements (SLAs) - Consistently met and exceeded
Service Level Agreements as required by Contract.
o Staff reduction vs. budget predictions
. Managed all aspects of the operations for the Florida Healthy Kids
Program and helped create what was later token by the Florida Healthy
Kids Corporation a "World Class Contact Center"!
Customer Care Manager (New Jersey Heath Benefit Coordinator)
2006 to 2007
. Manage a staff of 6 Call Center Supervisor, 1 ACD Supervisor, 6 Call
Center Leads and 65 Health Benefits Coordinators
. Manage and maintain appropriate staffing levels to consistently meet
Service Level Agreements
. Ensures proper staffing levels are maintained to meet performance
standards.
. Ensures all contract requirements and performance standards for call
center activities are met.
. Oversees updates to call center policies, procedures, and workflows.
. Monitors performance and conducts performance reviews for direct reports.
. Prepares daily, weekly, and monthly reports compliance with call center
standards and call center activities.
. Implementation of Activity Base Compensation (ABC) and increasing
production by 25%
SE Region Operations Consultant (SE Region)
2005 to 2006
. Managed and coordinated the tracking and submission of over 300
performance reviews for Focal Point
. Assisted with managing the overall merit increase for the Southeast
Region to a 2.17%, a savings of $115,483 in salaries for FY06.
. Identified approximately $161,000 savings in ISG data center charges by
moving Data Tapes and Mounts to DASD for FY06 and $324,000 annually
thereafter.
. Member of the New Jersey Tiger Team - Assisted with the analysis of the
NJ Family Care HBC contract and identified multiple areas for
improvement.
. Member of the New Jersey Recovery Team overseen Call Center operations.
Reconstructed all call center systems (Call Tree (PBX), ACD, Blue
Pumpkin, Skills and Skill base routing). NJ Family Care is now
consistently meeting all call center SLA's.
. Responsible for reducing the cost of the Spanish Language line in NJ from
an average $17,357 per month to $2,528 a net savings per month of
$14,846.
Customer Care Manager (Florida Enrollment Broker)
2003 to 2005
. Manage a staff of 4 supervisor, and 65 Customer Care Assistants
. Work closely with the client on a daily basis to research and resolve
issues
. Develop and maintain tracking reports for call center performance
. Ensure that a review of staffing levels is complete, at least monthly
. Works with Business Analyst to ensure daily/weekly/monthly activity
reports are accurate
. Ensure adherence of operations staff to performance goals through close
analysis of daily, weekly, and monthly reports
. Develop quarterly and annual performance reports with input from various
other areas of the operation
. Perform administrative functions for new Call Monitoring Software
. Create, research, maintain, and use forecasting tools and historical data
to ensure accuracy in forecasted call volumes on a weekly basis
. Develop and implement appropriate format for documenting reviews and
revisions of forecasting on at least a monthly basis and as required
Quality Improvement Coordinator (Florida Enrollment Broker)
2002 to 2003
. Recommended the installation of a new state of the art monitoring system
that allowed the company to reduce 1 full FTE for a cost savings of
$35,400 per year.
. Monitors individual and group performance against established standards
and contract requirements.
. Analyze, evaluate, report trends and make recommendations for staff
training needs and enhancements to Management.
. Check data entry and analyze accuracy of eligibility decisions to assure
Counselors and Specialists meet program quality and compliance standards.
. Notify the QA Supervisor of all issues regarding training, quality
training, policy, procedures and systems testing in a timely manner.
. Assist with the development and implementation of training programs,
operational/administrative policies and procedures.
Program Manager (KidCare & Florida Healthy Kids)
2002 to 2003
. Manager of two independent CHIP contracts for the state of Florida with a
staff consisting of 18 Customer Service Representative, 1 Lead and 1
Supervisor.
. Establish and maintain positive client and external relations.
. Accountable for results of regional business unit including revenue,
profitability, quality of service, and key indicators.
. Measure performance of standards, progress toward intended results, and
quality of service delivered.
. Lead and coach team to employ best practices to meet customer
expectations and intended results.
. Manage the day-to-day relationship with clients to ensure satisfaction,
contract renewals and positive positioning for acquiring future business.
. Participate in company-wide strategic planning, product and new business
development. Ensure timely and accurate reporting for program
documentation and evaluations.
Call Center Supervisor (KidCare)
1999 to 2002
. Supervise a staff of 12 Customer Service Representatives (CSR).
. Draft and type performance reviews, regularly monitor telephone
conversations for quality assurance, and provide counseling, coaching and
technical support to the CSR's.
. Orchestrate and create work schedules, to include breaks, lunch, and
vacation.
. Prepare and analyze monthly and quarterly reports.
. Direct liaison to the Department of Health and other KidCare partners.
. Approve expenditures and oversee budget generation.
. Monitor both individual CSR performance and staff goals.
. Quality Control and Scheduling Supervisor, KidCare Call Monitoring
Specialist.
. Complete and maintain a daily Call Center Activity Report to measure call
center standards on a daily, weekly and monthly basis.
. Meet with other KidCare Call Center Partners on a monthly basis to
discuss any issues, procedure changes and resource sharing.
United States Navy 1991 to
1999
Administrative/Intelligence Supervisor
1991 to 1999
. Supervised two administrative personnel.
. Prepared letters, reports, requisitions forms and official documents.
. Proofread written material for spelling, punctuation, and grammatical
errors.
. Evaluated progress toward individual performance objectives.
. Made official travel arrangements to include air, hotel and rental car
accommodations.
. Answered phones and provided general information to external and internal
customers.
. Coordinated and present intelligence briefings; prepare material for use
in planning and photographic reconnaissance missions; prepare graphics,
including annotated photographs, mosaics, and overlays; plot and prepare
multisensor imagery and intelligence reports.
LANGUAGES
Fully fluent in English and Spanish
EDUCATION
ACS Guaranteeing Excellence in Management (GEM) graduate, July 2005
Bachelor of Arts in Criminology, Saint Leo University, September 1999
Currently enrolled in a MBA program at Saint Leo University
Currently pursuing a Call Center Industry Advisor Council (CICA) Operations
Manager Certification
AWARDS
Joint Service Commendation Medal (two awards)
Navy-Marine Corps Achievement Medal
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