John Anderson

781-***-**** ad43p2@r.postjobfree.com

DIRECTOR OF MEMBER CARE

Director of Member Care, passionate about cultivating meaningful relationships and providing unparalleled support to our valued members. Possess a customer-centric approach and extensive experience in member services management to deliver exceptional experiences that exceed expectations and foster long-term loyalty. Leverage strategic vision and collaborative leadership style to drive initiatives to enhance member satisfaction, retention, and engagement while ensuring the highest standards of service excellence. Utilize effective team leadership, innovative problem-solving, and a relentless focus on member needs to lead our organization in delivering personalized, responsive, and impactful member care initiatives that reinforce the commitment to delivering exceptional value and fostering enduring relationships.

KEY SKILLS

Member Relationship Management Leadership Customer Service Excellence Member Retention Team Development Strategic Planning Data Analysis Communication Problem Solving Regulatory Compliance

CAREER HIGHLIGHTS

Developed the initial call center operation and service delivery for Fidelity’s Health and Welfare and HR outsourcing products.

Built the initial call center for Steward Health

Streamlined call center operations with 100 k savings.

Increased first call resolution and decreased ticket counts by 23% at BJs.

Achieved highest satisfaction scores: Tufts Medicare Preferred history and maintained it.

Improved first call resolution by 15% at TMP.

Established and managed multi-site contact center operations over 180 associates

Consulted with many call centers to foster improved training, operational efficiency, and 5% to 17% reduction in costs.

Spoke at several conferences on service delivery.

PROFESSIONAL EXPERIENCE

BJS WHOLESALE CLUB, Marlborough, MA June 2020 – Present

Member Care Operations Manager

Manage back-office operations for all queues related to the outsourced 300 agent contact center. Develop training for contact center associates. Manage order, optical, and pre-order operations. Serve as liaison to club issues, Own Brands, and Credit areas.

Retooled standards and all turn-around times in the contact center meeting KPIs.

Manage back-office operations for all queues related to the outsourced contact center.

Travel to vendors’ centers to lead in providing great service delivery to our members.

RODENHISER PLUMBING, Holliston, MA 2017 – 2020

Call Center Operations Manager

Built and modernized the call center. Managed two teams in service delivery.

Initiated the installation of a new ACD system.

Rewarded for service in the call center.

STEWARD HEALTH, Dedham, MA 2012 – 2017

Manager Call Center and Service: Start Up

Developed the initial call center for service: Incoming and outgoing call center. Built a comprehensive quality assurance program and developed standards.

Implemented a training program for the call center.

Oversaw technology development for the call center.

Managed incoming mail and forms processing.

Presented "The Patient is Your Customer" presentation to steward provider offices.

ADDITIONAL RELEVANT EXPERIENCE

TUFTS HEALTH PLAN, Call Center Member Care/Provider group

Senior Manager

Managed call center, member and provider group, retention group, and help desk. Managed 130 representatives in the senior products division: Incoming and Outgoing. Developed and managed a sales retention team.

Streamlined operations to improve efficiency.

Implemented an associate award program.

Introduced call service programs that increased first call resolution and adherence and decreased average handle.

Vice President Fidelity Investments

Led a team in re-tooling the operations of client services. Implemented a case management problem resolution team within the call center.

Completed a roll out of “web link” carrier update processing with several major health insurance carriers/vendors.

Enhanced front end resolution in phone center increasing first call resolution by 7%.

FIDELITY INVESTMENTS RETIREMENT SERVICES COMPANY, Marlborough, MA

Project Manager

Created the vision and implementation plan for a new service delivery model for the call center. Led a team that reviewed our call centers’ problem resolution process and provided detailed recommendations for efficiency.

Director Infrastructure and Integration: Project Management

Managed a two-site call center. Led a team of two directors and 180 representatives.

Provided strategic direction for the business.

Influenced the development of desktop technology.

EDUCATION

Bachelor of Science (BS) Business Management

Northeastern University, Boston, MA

PROFESSIONAL DEVELOPMENT

Executive Leadership – Babson College

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