Customer Service Manager

Iqbal Ahmed, AIM

**** ****** *******, *** *******, TX 78259 Phone. 210-***-**** email-

*****.*******@*****.***

Objective: To obtain a leadership position for a market leader in the

healthcare operations which allows me to be involved in

building relationship with patients and internal/external

business partners, while expanding my leadership, strategic

thinking and process improvement skills.

SUMMARY OF QUALIFICATIONS

. 15 years hands on leadership experience within P & C and

Health insurance industry, mostly in operations

. Successfully leading a $ 4.3 billion Medicaid/Medicare

Healthplan's Member and Provider Services' contact centers

operations with multiple departments in multiple cities

serving over 925,000 members and 45,000 providers and

handling 2 million calls annually.

. Solid understanding of Medicaid and Medicare products,

compliance and quality requirements

. Proven track record of providing leadership to 300 + exempt

and non-exempt staff, multiple departments to include

Operations, Workforce Management ( WFM), Training and

Quality, Support Services

. Direct annual operating budget responsibility over $13.5

million

. Proven track records of building effective relationship

with business partners at regional and home offices and a

proven employee engagement leader

. Solid understanding of call center metrics, Capacity

Modelling, Call and Staffing forecast and scheduling, IVR

and call Routing operations, Trend analysis, Call

Recording, WFM applications and other call center related

technologies

. Experienced in developing multiple new contact centers

. An accomplished strategic leader with entrepreneurial

spirit and "can do" attitude

. Proven track records of identifying and leading operational

improvement initiatives

. Lean Six Sigma Greenbelt certified

ACOMPLISHMENTS

. Transformed Superior's Member/Provider Services organizations into a

modern Call Centers

. In 15 months, realized annual savings over $ 1 million thru increased

operational efficiency ( reduction of AHT)

. Met all HHSC/CMS performance metrics over the last 2 years while

improving quality of service

. Developed WFM and Training and Quality departments from scratch

. Developed "FaceBinder"- our on-line training and reference resource

. Developed Capacity Model to forecast call volume and staffing

requirements

. Developed and operationalized processes for monitoring performance

real time and taking corrective action plan to mitigate performance

risks

. Improved employee engagement significantly as evidenced by drop of

negative attrition rate by over 50% from previous years and over 200%

increase of employee referrals for new hires

. Successfully completed and led Lean Six Sigma GreenBelt process

improvement initiative.

PROFESSIONAL EXPERIENCE

Centene Corporation/Superior Health Plan: Feb 2012- Present

Senior Director - Member/Provider Services Contact Centers- San

Antonio, TX

. In support of the overall strategic plan, establish operational

strategic vision, tactical operational plan to increase

Member/Provider experience, operational efficiency, employee

engagement and comply with regulatory requirements.

. Collaborate with business partners to understand strategic goals of

the company, better communication, change management and further

contact centers' causes.

. Facilitate operational oversight for multiple departments in multiple

locations.

. Provide leadership to 250 + operations staff including Workforce

Management, Training, quality and other support staff.

. Identify operational efficiencies; meet regulatory and client

expectations and develop a "best practice" approach to the defined

operational areas.

. Meet and exceed performance requirements including HHSC, CMS,

Compliance and contractual agreements.

. Responsible for managing $13.5 million annual operational budget.

. Identify operational improvement opportunities and lead initiatives

to achieve improvement goals.

Nationwide Insurance Company: Jan 2000- Sept 2007 and Jun 2009 to Feb 2012

Call Center Manager, San Antonio, Jun 09- Feb 2012

. Manage all aspects of San Antonio Service center operations, a multi-

state service

center operations including responsibility for daily operation

functions, training and quality, building maintenance, vendor

relations, disaster recovery.

. Prepare and manage an annual operating budget over $ 5 millions

. Direct supervision of 7-8 Team Managers and 120 + indirect reports.

The Travelers Insurance Company - Hartford, CT

National Underwriting Product Director - May 2008 to April 2009

. Provide technical underwriting support for the Eastern

States which includes developing underwriting guidelines,

monitoring emerging market trends, determining national

position on key underwriting issues such as Earthquake,

ITV, Guns, Wildfire, Coastal property risks.

. Act as a business sponsor/owner for product enhancement

projects to include providing underwriting expertise, cost

benefit analysis and liaise with Legal, IT, Compliance and

Marketing

. Conduct loss trend analysis to include reviewing large

losses and partnering with Loss Control Engineering to

develop recommendation to mitigate future losses

. Responsible for national communication strategy for ITV,

property inspection and Reconstruction

American International Group - Wilmington, DE

Assistant Vice President- Sept 07-May 08

. Responsible for AIG's North American PL region's daily

operations to include managing HR issues, operating budget,

policy processing and customer service operations

. Develop and streamline operations strategies for the region

including developing a new processes for answering

billing calls at agencies, agency notification for renewals,

policy mailing

. Responsible for region's underwriting and product strategies.

. Lead the marketing initiatives for the region to include

visiting, negotiating and signing up businesses.

. Liaise with Home Office and other AIG companies

NATIONWIDE INSURANCE COMPANY January 2000- September 2007

Associate Director, Regional Underwriting Operations - Harrisburg, PA

- Sept 06 to Sept 07

. Responsible for New England Region's multi-state and multi-

lines Personal Lines operations, a $340 million book of

business. Responsible for key underwriting decisions,

identifying operational opportunities, maintaining control of

underwriting and exceptions to eligibility guidelines.

Provide direction on underwriting, exceptions to eligibility

guidelines and individual risk analysis to Underwriting

Managers, agents, product team and Staff Underwriting team.

. Maintain effective relationships with agencies and home

office staff underwriting team.

Underwriting Manager, Harrisburg, PA - Oct 04- Feb 07

. Lead a teams of Commercial and Personal Lines Underwriters.

Review/accept/reject referrals for all PL lines and BOP, BA,

GL, Package, WC, IM, Crime, CU and Property new business

applications and renewals that are over the authority limit for

Underwriters.

. Responsible for building effective relationship with all

Allied/Nationwide agents.

Call Center Manager, Lincoln, NE, Nov 02- Oct 04

. Manage all aspects of Lincoln's Personal Lines Service center, a

multi-state and multi-lines service center operations

including responsibility for daily operation functions,

training, building maintenance, vendor relations, disaster

recovery and community relations.

. Prepare and manage an annual operating budget of $ 5.8 millions

. Direct supervision of 7-8 Team Managers and 120 + indirect

reports.

Call Center Unit Supervisor, San Antonio, TX, Jan 00- Nov 02

. Manage all aspects of a Claim Service Unit with 8-12 claim Call

Center representatives including, hiring and coaching Claim

Representative, call review, daily supervision of the service

unit.

EDUCATION:

AICPCU/IIA

Associate in Management (AIM)- 2005

UNIVERSITY OF RAJSHAHI, Bangladesh

Master of Arts- Economics- 1988

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