Call Center Management

Steven R. Weets

** ** **** ******

Pleasant Hill, IA. 50327

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

Cell: 515-***-****

CAREER OBJECTIVE: A position in an organization that will benefit from my

initiative, capabilities and contributions. I have a passion for process improvement that has a positive impact on customer experience.

EXPERIENCE: Global Atlantic Financial Group – 10/16/17 – 7/24/2020

AVP, Life Operations

Responsible for oversight of Operations including Call Centers, Complaint Team, Escalations Team, and Customer Experience Team.

oTransformed Call Center to consistently meet service levels

oReorganized Complaint Team – reduced turnaround time and streamlined processes

oCreated Customer Experience Team – Focused on identifying Root Cause of complaints and create or adjust processes to reduce defects

State Auto Insurance – 09/08/03 to 10/05/17

Director of Customer Service – 2015 to 10/05/17

Responsible for coordinating services for Internal Operations for Claims, Underwriting, Agency Help Desk, and Billing.

oCreated workflow and procedures to ensure positive Customer Experience by minimizing handoffs and increasing first call resolution by 20%

oLead transformation of Customer Service to a digital platform (Guidewire)

oReduced “Silos” by engagement with stakeholders and transformed agent and policyholder customer experience by streamlining processes and requirements

Customer Service Manager – Customer Service

2003 - 2015

Ensure departmental goals are met and exceeded

-Implemented process improvement initiatives:

oSaved the company $40,000 annually by revamping night service program

oReduced turnaround time on claim entry from 40 minutes to an average of 8 minutes

oBy implementing Impact 360 Work Force Management tool - eliminated 7 full time positions due to increased productivity saving $350,000 annually

-Developed associates and created a career path for our associates

oEffectively managed in two locations – Des Moines, IA & Columbus, OH

-Assisted in transition to merge all call centers to create Customer Service Dept.

Wellmark – Blue Cross/Blue Shield

Supervisor – Claims – 11/22/99 – 09/05/03

-Led Claims Preparation Process Improvement Project:

oImproved entry time from an average of over 6 days to less than 4 days

oReduced 2.5 full time employees saving $65,000 annually

oDeveloped staff and created career paths for claim associates

oReorganized entire team and developed detailed policies and procedures for workflow

Wellmark – Blue Cross/Blue Shield

Supervisor – Customer Service – 05/27/96 – 11/19/99

-Led Process Improvement Team for Customer Service:

oConsolidated customer service, payment services, and membership services

oImproved customer service turnaround time on data entry from 4 days to 1-2 days

oImproved payment services turnaround time on data entry from 3 days to 1 day

oImproved membership services turnaround time on data entry from 7-10 days to 1 day or less

oImproved service levels of 40-45% to 85%

oReduced average speed of answer from 250 seconds to 10 seconds

oReduced abandonment rate of 15% to 4%

oExtended membership services processing to all lines of business within Customer Service

oCreated quality assurance program, service after the sale program, and developed staff on using and applying service quality skills

EDUCATION: Southeast Polk High School, Runnells, IA

American Institute of Business (University of Iowa satellite), Des Moines, IA

- Human Resources & Management Courses

HIAA Certified in Health and Managed Care

Certified in Blue Pumpkin – Workforce Management

COMMUNITY SERVICE: Meals on Wheels

Ronald McDonald House

United Way

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