Customer Service Manager

HEATHER LACY

Boca Raton, FL ***** 904-***-**** *******.****@*****.***

CUSTOMER EXPERIENCE & TECHNOLOGY SOLUTIONS EXECUTIVE Partnering with Organiza>ons to Create Industry Defining Customer Experiences, Develop and Deploy Enhanced Cost-Effec>ve, High ROI Unified Technology Solu>ons

• 20 + years experience in leadership

• Expert in customer relaFonship technology

unified communicaFons, and SaaS

• Vendor and Business Process OrganizaFon

management, and client engagement

• Culture development through mentoring and

coaching

• Passion for public speaking and presenFng

• SoluFons focused, results driven and cost

conscious.

PROFESSIONAL EXPERIENCE

Emblem Health, New York, New York/Boca Raton FL

Execu>ve Director, Vendor Management Opera>ons, 2017- 2019 Led global operaFons team of 600 indirect and direct employees with a P&L of $30 million annual. Drove customer experience strategy with enterprise-wide leadership and line management vendors who interface with customers to conFnuously improve operaFonal performance for claims, customer service, benefit set-up, enrollment and billing, and provider credenFaling core processes to achieve end-to-end results across the enterprise streams, processes and technologies. Projects included:

Spearheaded reorganizaFon of operaFons to integrate paFent center outcomes with insurance organizaFons paFent centered care.

Successfully negoFated a mulF-year on call nurse outsourcing contract resulFng in the saving of

$3M over the term of the agreement.

IdenFfied customer experience opportuniFes under business-as-usual, system transiFon and member migraFon scenarios through customer experience journey mapping, human centered design, etc.

Determined KPI's and goals for a unified content strategy over various digital plaaorms to include web, mobile, email, and SMS.

Developed one of a kind concierge team for public facing City of New York employees with 200,000 members.

! Customer Acquisition ! NPS Expertise ! Market Intelligence !Executive Roles !Bottom Line-Gaines As a leader I believe in the mindful empowerment

of an engaged workforce. People are our greatest

assets. By nurturing a culture that truly inspires innovation and strategic-risk taking, I take teams and companies to new heights, careful to celebrate our collective successes along the way as we grow

and evolve.

HEATHER LACY

Boca Raton, FL 33432 904-***-**** *******.****@*****.*** Senior Director, Customer Service, Hollywood, FL 2012 - 2017 Directed all aspects of customer service with 6 stateside and two internaFonal teams with mulFple languages. Measured performance and training iniFaFves to improve quality, efficiency and customer experience. Pushed the technology envelope to revise and replace outdated and flawed technical systems.

Provided high-profile, high-stakes crisis leadership: Implemented emergency strategies during and afer hurricane Sandy for the state of New York with three partnering companies.

Led turnaround of underperforming satellite locaFon. Increased efficiency 18% by reducing average call handling Fme through conFnuous coaching while simultaneously reduced office expenses 23% in a 12-month period.

Leveraged technology innovaFon and digital capabiliFes to improve customer experience. Implemented new easy online, mobile app and interacFve voice response (IVR) bill pay process.

Vendor management and procurement during request-for-proposal, assessment and selecFon.

Directed project which led to the improvement in Emblem Health’s Medicare customer service and complaint tracking module CMS Star raFngs. Partnered with various teams to improve HEDIS measures through mulFple touch points with customers. Emblem Health/HIP Administrators, Hollywood, FL

Manager, Customer Service and Medicare Enrollment 2006 - 2012

Saved $500k in repeat dial expenses through new automaFc dialer modificaFon efforts.

Co-led mulF-year assessment, design and implementaFon migraFon of legacy PBX system built on Avaya, Nortel to Cisco SoluFons. Directly reduced dropped calls and voice support issues.

IdenFfied gaps and improved quality metric scores 4% by developing specific training and coaching for HIPAA compliance requirements.

Implemented IVR telephone Afer call survey process at the close of every phone call. Partnered with execuFves to leverage voice of the customer to pioneer product posiFoning strategies. First Coast Service Op>ons - Florida Blue, Jacksonville FL Manager, Customer Service and Appeals 2003-2006

Contributed in the request for proposal and acquisiFon of the first 1-800-Medicare call center in 2005. Hired 600 employees in 6 weeks. Developed new quality and training programs.

Decreased claims and appeals adjustment cost 11% by deploying automated technologies.

Managed call center operaFons to include 120 team members with wrioen correspondence unit and congressional level appeals.

Facilitated educaFon seminars to beneficiaries, physicians, hospitals and medical associaFons on changing Medicare insurance policies and regulaFons. INDUSTRY TRAINING: Salesforce, Genesys Cloud, Cisco, Avaya, Nortel, Right Fax, JAVA, Oracle, Verint systems, Witness, Blue pumpkin, Nice inContact, WalkMe, Concierge.com EDUCATION: Courses towards BA with a focus on CommunicaFons and Leadership

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