Customer Care Sales
Resume:
BOB MENHART
**********@*******.*** www.linkedin.com/in/bobmenhart/
Accomplished Call Center Operations Executive with 20-plus years of progressive achievements and a track record of success for driving revenue growth and business transformations. Ability to realize the lifetime value of the customer through superior customer experiences coupled with an engaged workforce.
AREAS OF EXPERTISE
● Executive Leadership: Ability to bring teams together to get things done. I have successfully led large, multi-site organizations with teams of 1200+ FTE (individually) and indirectly supported teams of 5000+ (enterprise) for Quality, Training, Workforce Management and Call Center infrastructure.
● Strategic Planning: My track record reveals a history of developing and executing multimillion-dollar business plans to achieve both short and long-term objectives to drive improved customer journeys. Examples include site consolidation and optimization, call load balancing and self-service optimization.
● Process Improvements: One of my greatest strengths is solving problems and improving organizations by applying process and technology solutions led by strong data and ROI analysis.
● Operational Transformation: While serving in various leadership roles, I have exceeded expectations turning underperforming teams into top producers and enjoy motivating teams to reach their highest potential.
CAREER CHRONOLOGY
CREDIT RESOLUTION PARTNERS, Plano, TX
Chief Client Officer/Vice president Client Services
Senior executive responsible for developing strategy and executing actionable plans for business growth derived through improvements within the full life cycle of the customer experience.
Achieved a 30% improvement in 90-day Client Retention through sales process improvements and client onboarding strategies.
Successfully implemented a Salesforce integration between Sales and Client Success to streamline
processes and deliver a common platform for interacting with clients throughout the product lifecycle resulting in a more cohesive client experience.
Implemented a Call Handling and Coaching program to deliver best-in-class service experiences through intelligent dialogue and outcome-based solutions.
Managed to a 25% growth rate in company client count with no increase in customer service staffing.
KAISER PERMANENTE, Duluth, GA
Executive Director – Duluth Contact Center
Accountable Senior Leader for the Duluth Member Service Shared Contact Center. The site is a 1,000+ seat contact center and represents Kaiser’s $55 million investment toward the Service Center of the future.
Start up and buildout of the Duluth Contact Center to a 600+ FTE site in a 12-month period. Initiated a talent acquisition and leadership development plan to hire CSR’s and scale leadership team.
Introduced KP to a leading-edge Call Handling and Coaching program to deliver Best in Class Service Delivery in the Healthcare sector for all 4 sites and expanded within the enterprise.
Initiating interdepartmental reviews of calls trends (PMPM calls) among 4 sites to establish benchmarks and best practice identification and adoption.
Executed an open enrollment plan that kept pace with a 30% membership increase in the GA Region in the 2018 Open Enrollment Period with all Performance metrics met or exceeded.
DELTA DENTAL/ DELTACARE USA, Alpharetta, GA
Vice President Contact Center/Claims
Accountable for leading the enterprise mission of providing world class customer service to 25 million members and ensuring a superior member and provider experience for PPO and DHMO products. Directed the Claims Operation for DHMO business through disciplined policies, continuous improvement, and successful attainment of quality and operational efficiency metrics.
Spearheaded an enterprise work effort around Customer Effort and retention leading to long-term efficiencies in workflow, policies, procedures and reporting through intercompany collaboration.
Led the Delta Care Product line through a complete claims adjudication implementation to mirror the functionality and productivity of the Delta Dental Enterprise system (EPIC).
Executive Sponsor for
CREDIT RESOLUTION PARTNERS, Plano, TX
VP Customer Service/Settlement Services
Executive responsible for business performance of the Customer Service and Debt Settlement departments.
Expanded B-2-B transactions with financial institutions (Direct Banks and Debt Buyers) through bulk processes which led to streamlined processing and staff productivity improvements.
Supported the business strategy and development of a success fee model for debt settlement.
PRIME THERAPEUTICS, Irving, TX
Vice President Pharmacy Operations / Vice President Customer Care Center
Provided executive oversight of multi-site operational areas, including Contact Center, Government Programs, Eligibility Administration and Pharmacy Operations supporting 16 Blue Cross/Blue Shield Plans with a customer base more than 20 million members.
Developed and led a turnaround effort that improved the member experience and led to a 25% reduction in call volume in a 12month period.
Implemented a technology roadmap that delivered a scalable infrastructure to support an annualized 20% growth rate. An IVR implementation and mobile application enhancement were the first 2 projects delivered.
NATIONWIDE INSURANCE
As a flexible Contact Center leader, I progressed through four significant roles in operations with Nationwide. Led a staff of 500 to 1,200 employees in Sales, Customer Service, and Claims. Leveraged roles across 26 enterprise Contact Centers for Performance Improvement and Technology Integration. Incubated and scaled the Nationwide Direct platform for national implementation.
Call Center Technology/WFM Associate Vice President (Columbus, OH)
Performance Improvement/Training. & Quality Officer (Columbus, OH)
National Claims Call Center Associate Vice President (Columbus, OH)
Customer Care Center Officer-Nationwide Direct (Portland, OR)
GEICO INSURANCE
Advancing leadership roles in a dynamic and member-focused environment with extensive background in all aspects of member services, direct selling, and retention.
Regional Sales Director (Dallas, TX)
Regional Sales Manager (Macon, GA)
Regional Service Manager
Regional Sales Office Manager (Fredericksburg, VA)
Customer Service / Sales Supervisor
Management Intern (Washington, DC)
EDUCATION
Master of Business Administration, Concentration: Finance, Marymount University
Bachelor of Science, Concentration: Marketing, York College of Pennsylvania
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