Contact Center Customer Experience

Ruben Eddie Baldenegro

Phone: 602-***-**** / E-Mail: **********.*****@*****.***

www.linkedin.com/in/ruben-eddie-baldenegro-90a2b8b

Proven leader with a passion for employee satisfaction and performance satisfaction with over 20+ years experience as a contact center operations leader in Healthcare, Financial Services, Business Process Outsourcing, and Pharmaceutical industries. A superior contributor in making valuable decisions in developing top performing departments and teams by engineering strategies to promote employee and customer satisfaction.

PROFESSIONAL EXPERIENCE:

Tango care April 2024 - Present

Contact Center Manager

Manage a highly dynamic team of representatives while fostering a culture in performance excellence, accountability, and successful teamwork to build customer and employee satisfaction through providing performance metrics to the team and senior management. Engage and development performance strategies to increase quality and productivity metrics with First Contact Resolution as a key strategy to exceed the company goals and objectives.

Oversee all aspects of the contact center operations, including hiring, training, coaching, and performance management of entire staff

Implement strategies to improve overall performance through audits, calibrations, and proactive feedback

Utilize data and identify trends, insights for areas of improvement and making data driven assessments to make decisions to improve performance

Primary point of contact for escalations and ensure to communicate effectively with other departments to resolve issues and develop strategies to improve processes

Provide Senior Management with all statistical reporting on findings on areas of improvement and develop a plan to correct any inconsistencies

Mind 24-7 September 2022 – April 2023

Vice President Customer Experience

Senior Leader of a world-class customer service organization responsible for building an efficient and effective contact center during rapid growth in the mental care industry. Responsible for developing, implementing, and overseeing strategic business plans and initiatives for the business.

Own the strategic vision and for patient and clinician support that includes relevant journeys and mapping of business plans to ensure engagement of quality policies and procedures

Responsible for centralizing schedules for all clinical support staff to ensure coverage for the patient and build a first class service response team to resolve all patient issues

Provide hands-on, metric driven leadership to assist to accelerate growth and profitability by providing the executive team with operational insight and acumen to deliver optimum results

Develop engineering and product enhancements from feedback from CSAT, and customer engagement to develop plans to build a technology to better service the customers

Created and implemented employee and organizational performance metric process to enhance quality performance and productivity

Created a operations budget plan for the department to utilize for the upcoming performance reviews and standard operational costs for the center

Deloitte LLC January 2021 – September 2022

Senior Consultant – Assistant Manager-in-Charge

Responsible for the business processes for State and Federal government contracts overseeing several teams with the healthcare programs for COVID/Non COVID vaccinations. Work closely with the Senior Deloitte team and vendors ensuring contractual obligations are meeting service level agreements.

Manage BPO vendor quality and productivity service levels were met by monitoring the workforce management systems, and calibrating calls to ensure proper service is provided

Provided daily analysis to Senior Deloitte staff on vendor performance

Ensure quality services are consistent with feedback with the vendor management staff along with calibrations of calls to ensure consistency

Developed new process streams to improve a high degree of customer service efficiency

Contribute to the long and short organizational plan geared toward operational excellence

Dexcom Inc. June 2017 – May 2019

Site Manager Technical Support Americas

Manages a 100+ seat contact center with 6 managers, 10 leads, and 90+ support staff provided support to inbound and outbound interactions for the Technical Support Lind of Business focusing on post market surveillance intake and resolution of complex customer concerns. Responsible for the hiring efforts to fulfill staffing needs. Acted as a liaison between staff and customers to resolve complex issues.

Created plans for systems and process improvement

Leader of the CCM platform that provides support solutions for the customer

Provided KPI performance plans to managers and agents to excel performance in a positive direction

Managed and improved CSAT, CES, and NPS scores 2-3 points above industry standard

Lead a large scale ramp up of the contact center need to build a larger business to handle the increased volume of calls

Achieved a solid employee retention of under 7%

Supported adherence to framework of established service metrics, policies, and FDA compliance requirements and exceeded them

Express Messenger Systems d/b/a OnTrac May 2016 – May 2017

Contact Center Operations Manager

Managed a 300+ seat contact center responsible providing support to inbound and outbound calls from customers. Responsible for managing customer complaints related to the Better Business Bureau. Managed the scorecard performance for the department along with client satisfaction. Managed and assessed the budget for the department and made adjustments to ensure obligations are met.

Created and implemented new contact center call metrics and streamlined its processes

Managed forecasting to ensure staffing is meet for future anticipation of need

Achieved a customer satisfaction rating of 98% and maintained this level of success

Responsible for responding to all Better business Bureau and Attorney General inquiries within timelines for compliance

Boosted global retention from 70% to 85% through creating improved tracking and introducing formalized exit reviews with employees, focus groups, and merit based annual incentives focusing on better choice scheduling for the employees

Aetna Health Group August 2014 – April 2015

Operations Manager PBM

Responsible the onboarding process for all pharmacy benefits for the customers and providers. Managed a team of 20 telecommute agents ensuring the pharmacy benefits were loaded correctly and adjudicated based on the clients requirements. Created and implemented process controls that quickly closed inconsistent gaps resulting in a strong customer client satisfaction rating during quality audits.

Responsible for the prior authorization process and ensure to manage the patient eligibility on-line allowing the patients are able to access their proper medications at the correct cost convenient to them

Improved the on-boarding process and actively engaged the recruiting processes in selection of all account agents

Management platforms through the Salesforce platform increasing turnaround time by 20% during the onboarding process

Improved customer satisfaction by 10% by achieving an average rating of 92%

EDUCATION:

University of Phoenix

Bachelor of Science Degree obtained – 1998

Business Management

KEY HIGHLIGHTS:

*Six Sigma Yellow Belt *Relationship Management

*Credit and Lending Authority *Quality Performance Management

*Performance Coaching & feedback *CRM Systems Implementation

*CCM *Post Market Surveillance Intake

*BPO/Vendor Management *Site Operations Management of

*Financial Planning & Analysis of 300+ seats

*Recruiting & On-boarding of new hires * Financial Services & Collection Management

*Medical Device Reporting * CHAT GPT AI

VOLUNTEER SERVICES:

City of Chandler, Human Relation Commission, Advisory Board to the City Council by recommending ways to encourage mutual respect and understanding amongst many groups of people who reside in the City of Chandler

Community Development Advisory committee: Appointed by the Maricopa Board of Supervisors to advise on matters concerning tge community development block program, including fair housing, and housing affordability issues affecting low/moderate income families

Chair Member, Save the Family Foundation annual fund raiser

TECHNICAL SKILLS:

Salesforce, Microsoft Office 365 suite. Oracle Service Cloud, Oracle Enterprise Resource Planning, Cisco Precision Contact Center Enterprise, Calabrio Call Center Forecasting & Quality Management, Financial Planning and Budget Management, Statistical Analysis, Statistical Computation, Data mining, Project Management, Formal presenting and planning, Public speaking, Keynote, CCM/Artificial Intelligence

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