Customer Care Quality Assurance
Resume:
******@*****.***
Mesa, Arizona
C O N T A C T P R O F I L E
E X P E R T I S E
E D U C A T I O N
Leadership Development P R O F E S S I O N A L E X P E R I E N C E Client Account Management
Executive Communications
Contract Negotiation and Administration
Sociology - Bachelor of Science
University of New Mexico
May 1995
Psychology - Associate’s Degree
University of New Mexico
May 1995
Vice President of Operations
Zenith American Solutions
Responsibilities/Accomplishments
Implemented member and provider claims, eligibility, and retirement benefit customer care organization in 24 locations across the United States for healthcare and benefit administration and processing. Managed a team of over 350 employees for high volume customer care contact center support teams for health benefits, technology assistance and escalated issues resolution.
Developed and managed an annual P&L of $30M+ for multiple departments. Managed overall cost reduction through improved efficiency with automation and performance management.
Designed and implemented Quality Assurance, WFM and Analytical reporting strategies to enhance customer satisfaction and fuel business growth with innovative technologies for cloud services to improve call quality, self-service capabilities, and workflow management.
Developed and implemented Contact Center Strategy for call routing, IVR, SMS/Chat and various Omni Channel support.
Oversaw Customer Support and Claims Administration for 200+ clients. Developed and implemented learning, development, and quality organization. Executed cross functional workgroups with sales, product development, quality assurance and project management.
Achieved client retention and growth for six large to mid-scale clients with over five-year contracts.
Exceeded production and efficiency goals by 40% year over year. Decreased expenditures by $650,000.00 over five years. Partnered with Human Resources for the recruitment, selection, orientation, and development of high caliber staff.
Partnered with executive leadership in planning strategic solutions for an optimal workforce.
December 2013 - February 2024
Resolute executive with a demonstrated history of success. Exceptional understanding of design and implementation of successful processes and practices. Team builder able to effectively direct, develop and motivate staff to achieve well respected industry goals. Excellent communication, interpersonal, and relationship building capabilities.
With over 25 years of direct Operational experience in multiple disciplines for customer care, contact centers and processing, including Communications, Sales, Human Resources and Outsourcing, Benefit Administration at a corporate level and history of Quality Management, Customer Interface Management (both internal and external), Training and Leadership Development - I am seeking my next opportunity to build with an organization that shares aligned vision and goals. M I C H E L L E T E N B E R G
www.linkedin.com/in/michelle-tenberg-
430a8721
E X E C U T I V E P R O F E S S I O N A L
Company Overview: The largest Third-Party Administrator for multi-employer clients providing tailored healthcare administrative solutions and trust fund management for over two million working Americans. There have been over 2,000 trusted employees caring for workers’ health, retirement and technology solutions for over 79 years. The company can be found on the web at www.zenith-american.com. Business Development Inititiaves
Cross-departmental Collaboration
Proposal and Presentation Execution
Partner Relation Management
Compliance Oversight
Regulation Restriction Monitoring
******@*****.***
Mesa, Arizona
C O N T A C T P R O F E S S I O N A L E X P E R I E N C E Director of Customer Care Operations
ACS, Inc (Xerox Services/Conduent)
Responsibilities/Accomplishments
Increased revenue by 200% through duration of employment with Employer. Awarded “Principal Leader” in 2009, 2011, and 2012 for excellent leadership in both employee engagement and growth.
Developed and implemented business strategies and executive leadership training and standards across multiple call centers. Established objectives, created business policies and operational guidelines for call center and back-office processing.
Acted as single point of contact for clients and account management, resolving escalated issues with plan managers.
Managed a team of over 400 customer service representative employees over multiple locations.
Had oversight of the day-to-day management for the business IT support, payroll, HR operations, sales and service delivery. Developed and deployed web-based applications and tools to assist centers across the organization to assist with self-assessments, gap analysis and strategic planning.
March 2007 - December 2013
M I C H E L L E T E N B E R G
www.linkedin.com/in/michelle-tenberg-
430a8721
E X E C U T I V E P R O F E S S I O N A L
Company Overview: A Business Operation Solutions company; technology enabled BPO solutions delivered at scale to help clients increase efficiencies, improve customer experiences, and reduce costs. Employs over sixty thousand associates, providing services across 26 countries. The company can be found on the web at www.conduent.com.
Strategic Business Principal Consultant
Buck Consultants/Arthur J. Gallagher (a subsidiary of ACS, Inc)
August 2005 - March 2007
Responsibilities/Accomplishments
Increased efficiencies by 200% for over 20 clients through duration of employment with Employer.
Lead call center and customer experience consultant of business strategies and executive leadership across multiple call centers and processing operations. Managed project contract demands and developed processes and programs for service delivery excellence.
Established KPI objectives, created business policies and operational guidelines.
Developed and deployed recruiting and hiring strategies. Developed and deployed web-based applications and tools to multiple work teams across the organization to assist with self-assessments, gap analysis and strategic planning.
******@*****.***
Mesa, Arizona
C O N T A C T P R O F E S S I O N A L E X P E R I E N C E Director of Sales and Customer Service Operations
Qwest Communications (Century Link)
Responsibilities/Accomplishments
Had direct oversight of the sales revenue and budget of over $25M annually. Developed and executed processes and procedures for the sales team to achieve monthly, quarterly, and annual revenue goals. Increased sales by 400% through the duration of employment with Employer. Lead sales and customer service director of 600+ seat inbound call center. Established performance KPI’s accountability that included sales management, IT/ Telecom for internal support systems, facilities and maintenance management, training managers, business consultants and the quality management team.
Awarded “Presidents Club” recipient in 2003 and 2005. January 1993 - June 2005
M I C H E L L E T E N B E R G
www.linkedin.com/in/michelle-tenberg-
430a8721
E X E C U T I V E P R O F E S S I O N A L
Company Overview: A U.S. telecommunications carrier providing local services in 14 western and midwestern states. Providing voice, data, digital television, and wireless services with over 30,000 employees providing customer service, technology installation, repair and support. The company can be found on the web at www.qwest.com. E X E C U T I V E P R O F E S S I O N A L
I would like to introduce myself and share with you my background in customer care and overall customer experience leadership. For over 20 years I have led teams of anywhere from 800 - 1,500 people with 15 - 20 direct reports.
In my current role, I have responsibility for our company’s customer care operation for member and provider services of health and welfare benefits, back-office processors, learning and development teams and business development and new client implementations. My responsibilities involve oversight of training of the leadership team on strategic workflows and implementing logical workflows to ensure turn-around times from our operations center to our processing teams to provide a quick response for our customers.
I have established core team values and KPI metrics coupled with performance management. I continuously improve the customer experience through advanced technology and customer outreach. A cloud telecom system to include voice analytics, quality assurance analysis (post call and real time), participant/customer portals, which have allowed us to communicate in various ways that our customers have become accustomed to. I’ve implemented post interaction surveys real time, outbound call surveys and email surveys to track customer satisfaction and our overall performance. With this valuable feedback we made it a priority to provide additional training and coaching to our teams and since then we have improved our overall CSAT score from a 3.2 to a 4.5 (on a scale of 1-5, 5 being very satisfied) over the past two years.
I also have extensive experience managing people and creating a positive culture with a can-do attitude where the customer always comes first. Empowering every level of the team to be proactive problem solvers is a vital job function at the level of leadership that I am currently in. I have partnered with Human Resources to establish employee guidelines and expectations as well as worked on our union contract negotiations.
I believe I would be a top contributor to your team with the aforementioned strengths and experience I have and the ability to provide necessary support to enhance the business as a whole. I look forward to further communication regarding the open position. Thank you for your time and consideration. T O W H O M I T M A Y C O N C E R N,
S I N C E R E L Y,
M I C H E L L E T E N B E R G
Michelle Tenberg
M I C H E L L E T E N B E R G
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