JASON SHINHOLSER

**** *** *** ** ****** Mound, TX 75022

Phone: 601-***-**** E-mail: ad098t@r.postjobfree.com PROFESSIONAL SUMMARY

Dynamic Senior Operations Leader with 25 years in Contact Center, Sales, Regulatory and Service Leadership Visionary, servant leader, adept at building and managing high performance teams Experienced change agent, skilled at developing a challenging and successful sales and service environment, skilled manager of large scale, customer-centric, compliance based, metrics-driven service and sales organizations for healthcare companies, “Hands on Head in” leader who thrives in a high-expectation, high-stress environments, articulate communicator, building rapport at all levels, operations efficiency specialist, implementing “Best Practices” and improving and exceeding SLAs, KPIs and OKRs

CORE COMPETENCIES

Six Sigma Certified Vertical expertise in Managed Healthcare Insurance Regulatory Affairs Benchmarking and performance metrics Telesales/Customer Service “Best Practices” SME Committed to exceeding customer expectations Passionate about leadership by example Staff development, training and incentive plans Client/Business implementations and integrations Exceptional follow-through and detail orientation Broad knowledge of CRM/VCC technologies and solutions Virtual call center/routing/WFM Quality focused

Development and execution of key business initiatives Skilled in multi-site management/build out/start up Vendor management/relations

PROFESSIONAL EXPERIENCE

TTEC

TTEC, For over 40 years, through our customer experience BPO (Business Process Organization) technology, consulting, and analytics services, TTEC delivers optimized customer care, tech support, sales, AI operations and trust and safer solutions. TTEC helps companies continuously optimize CX and business outcomes.

VP- SalesExecutive-Healthcare Solutions - March 2023 -Current The VP of Sales leads efforts to acquire new clients and increase revenue through demand creation, channel engagement, managing pipeline(s) and closing sales.

● Have a in-depth understanding of cloud contact center technologies and solutions through consultative solution-selling and solving complex client issues that promote mutually positive outcomes with healthcare clients

● Support all stages of the sales process, working with multiple team members and cross functional areas, using a collaborative leadership approach and strategic planning to achieve sales goals and quotas

● Expert at promoting relationships with decision makers in client organizations, securing new business, new client accounts to maximize the value delivered by TTEC’s services

● Oversee the full life cycle of the sales process from prospecting to closing while maintaining and accurate forecast with in Salesforce

Trusted advisor to client prospects in offering solutions using effective sales strategies by demonstrating an understanding of their goals, urgencies, and customer experience challenges TELADOCHEALTH

Teladoc Health, Inc. is a multinational telemedicine and virtual healthcare company headquartered in the United States. Primary services include telehealth, medical opinions, AI and analytics, telehealth devices and licensable platform services.

VP/Sr. Director/Director of Member Relations – August/2014 – March/2023 The VP of Member Relations provides key leadership for delivery of customer contact services for Teladoc Health’s 24/7/365 call center operations. This role provides extensive coaching and development to Operations Managers and Senior Operations Managers to facilitate behaviors consistent with the direction of the organization. This role is both customer-focused as well as employee-oriented. This position establishes advanced contact center and operational measures and metrics and manages a continuous improvement model for all contact center functions and service delivery. The role requires extensive contact center and overall operational knowledge across multiple contact channels, operational areas, and vendor relationships in delivering timely quality service to Teladoc Health’s customers and clients. The position requires proven management skills, process improvement and optimization, client interaction, resource planning and cost management.

P & L responsibility of over $35 million operating budget

Provide tactical and strategic planning to ensure the infrastructure required to support contact strategies are in place to support tactical delivery of services to customers and clients in a rapidly changing, high-growth business environment

Inspire, encourage, enable, and develop high performers

Measure and monitor effectiveness, analyze results, and respond as necessary with process change needs and training

Convey and articulate a business meaningful, long-term vision of member relations and the provision of exemplary customer service

Establish, document and ensure effective operational policies and processes are in place within the contact centers and across operations to support service delivery

Assist contact center and cross functional teams in identifying and analyzing trends while driving initiatives to identify corrective action plans to resolve performance issues

Achieve maximum gross profit and revenue targets while meeting client and customer service levels and satisfaction objectives

Work cross functionally to assure that processes and tools are developed and in place to drive the highest level of positive customer experience

Set performance and operational goals within customer contact and service operations to support the growth of the company while exceeding department SLAs, KPIs and OKRs

Assure processes and procedures follow all regulatory requirements

Determine resource needs and allocations to meet seasonal and peak demand service level requirements within the contact center operations

Build a customer contact culture that is consumer centric and accountable, and focused on continuous quality improvement

Develops and maintains successful relationships and lines of communication across multiple business segments

Drives a culture of continuous improvement by establishing and maintaining a high performing team where new ideas and solutions are encouraged, evaluated, quantified, and implemented

Leads integrations of new business line servicing from acquisitions and mergers into centralized contact center operations

Completes due diligence to determine the use of shared or multiple business lines resources allotments to control cost and effective service delivery

Manages outsourcing vendors that provide services to Contact Centers

Partners with international business segments as SME on build of international call center support operations

CONNEXTIONS

Connextions Inc., a pre-eminent technology and business services partner to the healthcare industry, helps carriers, providers, employers, and other leading firms maximize revenue and increase efficiencies by optimizing customer experience. Connextions drives more than $3 BILLION IN acquisition, retention and up-sell revenue for the nation’s top carriers and exchange hosts by providing them with substantial insights to deliver trusted health choices, superior quality, and timely information to consumers. VP/Site Leader/Client Manager – July/2010 – August/2014 Report directly to the SVP of Customer Service of the company. Responsible for member service delivery for several Fortune 500 clients (United, Kaiser, Ford, American Express, etc). Independently manage and administer standalone offsite facilities for Connextions in Irving and Richardson, Texas. Directly supervised managers, team leaders, and customer service and support teams, totaling 2500 employees.

■ Provide extensive coaching and development to Member Services call center managers resulting in increased customer service satisfaction and quality scores from 80% to 89% average per month

■ Facilitate behaviors consistent with the direction of the organization; developed and implemented employee mentor program resulting in decreased employee attrition by 10%, increased employee morale and increased attendance by 4% overall per month

■ Provide tactical and strategic planning to ensure SLAs and KPIs are met or exceeded; drove service level from 85% to 90% per month; implemented incentive plan for service teams thus driving call quality from 80% to 89% per month and increasing MSR payout from 41% to 57% per month

■ Measure and monitor effectiveness, analyze results, drive initiatives; restructured operating model; delivered specialized service queues by product and caller to increase customer experience, employee empowerment and departmental effectiveness

■ Proactively develop collegial and effective relationships with various departments to ensure organizational success; assisted in implementation of enrollment specialty queue, claims specialty queue, site specific resolution team and helpdesk team

■ Achieve maximum gross profits and revenue targets while meeting customer needs, SLAs and objectives; improved first call resolution by 10%; continually provide service level above 80% in 2010 and 85% in 2011; reduced average handling time by 3 minutes average per agent, decreased wrap time by 30 seconds average per agent, decreased hold time 52 seconds average per agent (JAX)

■ Develop and operate within departmental budget; develop staffing plan and departmental budget and deliver budget plan for the year

UNIVERSAL HEALTH CARE

A $1 Billion US health insurer, providing a variety of health care options, plans, and services to 250k members in twenty-two states within the US, including HMO, PPO, POS within the Medicare and Medicaid markets.

Director, Member Services – August/2008 – July/2010 Report directly to the VP of Member Services of the company. Responsible for member service delivery for Universal Health Care. Independently manage and administer standalone offsite facilities for UHC located in Jackson, MS. Directly supervise 6 managers, Team Leaders, and a staff of MSRs and Support Teams, totaling 115 employees.

■ Provide extensive coaching and development to Member Services call center managers resulting in increased customer service satisfaction and quality scores from 80% to 89% average per month

■ Facilitate behaviors consistent with the direction of the organization; developed and implemented employee mentor program resulting in decreased employee attrition by 10%, increased employee morale and increased attendance by 4% overall per month

■ Provide tactical and strategic planning to ensure SLAs and KPIs are met or exceeded; drove service level from 85% to 90% per month; implemented incentive plan for service teams thus Jason Shinholser Resume – Page 2

driving call quality from 80% to 89% per month and increasing MSR payout from 41% to 57% per month

■ Measure and monitor effectiveness, analyze results, drive initiatives; restructured operating model; delivered specialized service queues by product and caller to increase customer experience, employee empowerment and departmental effectiveness

■ Proactively develop collegial and effective relationships with various departments to ensure organizational success; assisted in implementation of enrollment specialty queue, claims specialty queue, site specific resolution team and helpdesk team

■ Achieve maximum gross profits and revenue targets while meeting customer needs, SLAs and objectives; improved first call resolution by 10%; continually provide service level above 80% in 2010 and 85% in 2011; reduced average handling time by 3 minutes average per agent, decreased wrap time by 30 seconds average per agent, decreased hold time 52 seconds average per agent (JAX)

■ Develop and operate within departmental budget; develop staffing plan and departmental budget and deliver budget plan for the year

■ Member Services liaison for facilities, IT and building management; conduct contract negotiations and review with building management and vendors

■ Provide feedback to Executive Leadership and suggest improvements, requested reporting and analytics; provide metrics for daily dashboard, Executive Leadership Team (ELT) dashboard and monthly director’s meeting with ELT

■ Create and provide thorough response to local, state, federal regulatory and legislative requests regarding Member Services; achieve reduction in CTMs caused by Member Services to .015% per thousand calls

■ Represent the business and its objectives with local, state, business community at the site location

■ Assist with developing project and completing due diligence to establish 3rd in-house, nearshore call center

■ Drive operational excellence via JD Power Certification, Team Lead

■ Implemented service excellence model for specialized servicing and member outreach to drive 20% retention improvement

Sr. Manager, Member Services – July/2008 – July/2009 Report directly to the VP of Member Services of the company. Responsible for member service delivery for Universal Health Care. Directly supervise 4 managers, Member Services Team, Telesales Team, Agent Support Team and Fulfillment-Mail Room (staff of 60).

■ Overall leadership and management of a call center segment including hiring, training and technical direction

■ Provided tactical and strategic planning to ensure infrastructure within segment was sound

■ Worked with Sales & Marketing in creation of Telesales Team, housed within Member Services

■ Obtained insurance license in Arizona, Florida, Georgia, Louisiana, Pennsylvania, Mississippi, Nevada, South Carolina, Utah

■ Managed telesales application and agent support function resulting in 12% conversion rate

■ Responded and assisted with broker, member, and provider issues

■ Managed vendor account relationship both on and off site

■ Member of the 5-Star Committee

■ Member of PIP Committee

■ Member of Member Service Training Team

■ Departmental liaison to Finance, Claims and Enrollment Jason Shinholser Resume – Page 3

WELLCARE

A $15 Billion US health insurer, providing a variety of health care options, plans and services to 3 million members in 50 states within the US, including HMO, PPO, POS, PDP within the Medicare and Medicaid markets.

Manager, Advocacy Relations – June/2007-July/2008

Responsible for the management of Medicare Part D relationship with federal, state and community organizations focused on the successful launch, implementation and management of the Part D program, with primary focus on the dual eligible and low-income subsidy populations. Focused on identification of various viable federal, state and community partnering opportunities and the development and management of processes to help ensure agency awareness and beneficiary enrollment into WellCare’s Part D program.

■ Influenced the outcome of federal and state regulatory requirements and directives as they relate to the Part D program; responsible for state relations for Midwestern US

■ Identified partnering opportunities, analysis of the pros/cons of each opportunity and develop recommendations based upon analysis and input from key constituents; developed relationships with state health insurance plans, state pharmacy assistance programs and area agencies on aging throughout the Midwestern US

■ Interacted cross-functionally with multiple areas and multiple levels of the organizations; member of BID team and compliance work group; customer service liaison

■ Interacted with Regulators, Industry Leaders, Governmental organizations and other key community organizations as needed (CMS, AHIP, SPAP, SHIP, National Council on Aging, etc.); liaison to Texas Department of Insurance and CMS

Manager, Customer Service/Customer Resolution/Customer Service Helpdesk – June/2005 – June/2007

■ Provided direct oversight for multiple Customer Service Resolution Teams; maintained quality level of 95% per month

■ Managed a team of 35-40 CSRs

■ Processed and resolved all Medicare and Medicaid member and provider grievances and complaints within acceptable standard time frames as defined by CMS

■ Implemented a Complaint Management and Tracking system to eliminate a 1500 CMS case backlog and processed over 21,000 cases within an eight month timeframe

■ Handled sensitive escalated issues received from the CEO’s office, CMS, Congressional offices, Department of Insurance (DOI), Office of Inspector General (OIG), attorneys, and other regulatory agencies

CERIDIAN CORPORATION

An $8.5 Billion US HRO company, providing payroll, healthcare options, plans and services to employers within the US, including COBRA.

Supervisor, COBRA Continuation Services/Check Reconciliation Supervisor – November/2002 – June/2005

Jason Shinholser Resume – Page 4

Responsible for Tier 1 customer service center team supporting COBRA product. Managed 15-32 CSRs. Heavy emphasis on professional and complaint handling of incoming customer calls, employee development and new technology implementation. Ensured proper billing and resolution of billing issues for continuants.

■ Consolidated Omnibus Budget Reconciliation Act SME

■ Provided direction and assistance pertaining to continuants/client escalated issues; reduced monthly escalation of billing issues to less than 1%; decreased monthly escalation of customer service issues to less than .5%

■ Completed monthly check reconciliation audits and billing runs

■ Created and implemented Escalation Team in call center; drove down continuant complaints by 23% over 3 month time frame

■ Maintained a Team Quality monthly monitor average of 97% EDUCATION

St. Petersburg College, St. Petersburg, FL

Philosophy

PROFESSIONAL DEVELOPMENT, NOTABLES

■ Training includes: Leading with Executive Presence, Broker Certification, Six Sigma, Leadership Essentials, Performance Improvement, Conflict in Workplace, Team Cohesiveness, Management Accountability and Performance, Health Care Leadership Development Training, HIPAA, Healthcare Compliance

■ Culture influencer and leader

■ Six Sigma Green Belt, certified

■ Willing to relocate domestically or internationally

■ Business travel tolerance up to 75%

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