Customer Experience Contact Center

ANDREW SWANSON

515-***-**** *******.*******@*****.***

linkedin.com/in/andrew-swanson-84328089 andrew-swanson.com Des Moine, IA – Open to Remote, Hybrid, On-site

VP, CUSTOMER EXPERIENCE & CONTACT CENTER OPERATIONS Resilient and mission-driven operations executive with 17+ years of experience leading large-scale service teams, transforming customer experience operations, and solving complex challenges across insurance, financial services, and BPO environments. Recognized for stepping into high-pressure, underperforming environments and building structure, trust, and measurable results. Combines military-honed discipline with business acumen to drive service excellence, team performance, and operational clarity. Directed national customer service teams and contact centers for Fortune 500 clients and insurance providers. Improved key performance metrics (ASA, NPS, complaint resolution) while implementing systems that reduce risk, automate workflows, and elevate the customer journey. Trusted to lead with accountability, stabilize teams, and deliver sustainable improvements through coaching, technology, and performance alignment.

A practical, people-first executive who adds value by:

• Leading turnaround efforts in service operations with measurable gains in efficiency and team morale

• Implementing IVR, CRM, and portal solutions that streamline customer interaction and reduce costs

• Reorganizing teams with clarity, expectations, and structure to improve KPIs across the board

• Delivering customer experience strategies that improve retention, reduce complaints, and align to business goals

• Maintaining strong, long-term relationships with stakeholders, vendors, and leadership through reliability and results

• Building scalable, resilient service organizations with a leadership style rooted in trust, structure, and consistent execution AREAS OF EXPERTISE

Customer Experience (CX), Contact Center Operations, Call Center Management, Customer Satisfaction, Voice of the Customer (VOC), Net Promoter Score (NPS), First Call Resolution (FCR), SLA & KPI Management, Quality Assurance (QA), Workforce Management

(WFM), Coaching & Development, Cross-Functional Leadership, Strategic Planning, Process Improvement, Operational Excellence, Change Management, Lean Six Sigma, Cost Optimization, Digital Transformation, IVR Implementation, CRM Systems, Salesforce, NICE, Verint, Telephony Solutions, Vendor Management, Contract Negotiation, Budget Oversight, P&L Management, Risk Mitigation, Compliance & Audit Readiness, Fraud Prevention, Remote & Hybrid Team Leadership, Training & Onboarding, Talent Development, Stakeholder Engagement, BPO Leadership, U.S. Army Veteran. PROFESSIONAL EXPERIENCE KEY ACHIEVEMENTS

WNS Remote, US

A global BPO company providing outsourced customer service and insurance solutions to Fortune 500 clients. Assistant Vice President / General Manager, Licensed Insurance Call Centers 2024 – 2025 Brought in to lead a high-volume insurance contact center during a critical phase of client expansion and operational restructuring. Oversaw 250+ licensed agents across 24/7/365 operations, managed commercial relationships, and led customer experience improvements across key accounts. Delivered measurable results in revenue growth, service efficiency, and team alignment. Key Skills: Contact Center Leadership Customer Experience Strategy SLA Management Vendor Negotiation VOC Implementation Insurance Operations Workforce Management Expense Planning

• Directed a nationwide call center team across multiple time zones, improving service levels while managing high-demand insurance support

• Spearheaded strategic initiatives that increased revenue by 15% across major client portfolios

• Rolled out Voice of the Customer programs to capture and act on real-time feedback, improving satisfaction and alignment

• Oversaw contract negotiations, change orders, and client relationship management for complex, multi-year engagements

• Managed $35K/month in amortized expense planning and approval, ensuring financial accuracy and reporting discipline ANDREW SWANSON Page 2

EquiTrust Life Insurance Company West Des Moines, IA A national provider of life insurance and annuity products focused on long-term financial planning solutions. Assistant Vice President, Policy Administration 2017 – 2024 Led customer experience and operational transformation across inbound/outbound contact centers, digital channels, training, and quality assurance. Oversaw cross-functional initiatives to reduce service friction, enhance self-service tools, and improve customer satisfaction across life insurance and annuity lines. Directed strategic vendor sourcing, supported technology upgrades, and scaled service operations during periods of growth.

Key Skills: Customer Service Strategy Annuities & Life Insurance Operations Contact Center Oversight IVR Implementation Digital Self-Service Process Optimization Vendor Management Team Development

• Reduced customer complaints by 50% within 12 months through new QA initiatives and coaching models

• Launched a self-service client portal used by 25,000+ policyholders, resulting in a measurable drop in call volume and improved 24/7 access

• Implemented IVR system redesigns that cut Average Speed of Answer by 60% and streamlined call routing across multiple departments

• Conducted vendor selection and integration for new LMS and telephony platforms, reducing cost and improving service delivery

• Improved end-to-end process times by 25% through workflow analysis and performance alignment initiatives

Cognizant LLC 2012 – 2017

A global consulting and technology services company providing outsourced operations and customer support for F500 insurance clients. Deputy General Manager, Property & Casualty Insurance Service Contact Center 2016 – 2017 Selected to stabilize and improve a 150+ associate P&C insurance contact center during a time of shifting client expectations and regulatory scrutiny. Oversaw service delivery, forecasting, workforce planning, and quality assurance across front-line teams. Played a critical role in maintaining audit compliance and improving SLA adherence across high-volume operations. Key Skills: Contact Center Stabilization P&C Insurance Operations SLA Performance Audit Compliance Forecasting & Capacity Planning Quality Management Team Coaching

• Improved SLA performance by increasing Average Speed of Answer (ASA) adherence from 83% to 96% within six months

• Maintained 100% compliance with SAE-16 audit protocols on a $6.6M annual account, ensuring billing accuracy and service reliability

• Introduced new internal and external QA practices that directly impacted call quality and complaint resolution metrics

• Led workforce planning and staffing initiatives that improved forecasting accuracy and resource utilization Senior Delivery Manager, TSA Contact Center 2012 – 2016

• Reduced associate training time by 50%, accelerating readiness and cutting onboarding costs

• Increased coaching sessions by 75% and audit frequency by 50%, improving agent performance and compliance

• Introduced customer satisfaction scripting that drove a 14% increase in CSAT and a 500%+ increase in survey responses

• Laid the foundation for scalable QA and coaching models later adopted across other business units MILITARY CAREER

Senior Human Resources Sergeant, United States Army 2005 – 2018 Directed HR operations for 5,500+ personnel and led training for over 1,000 soldiers. Increased readiness from 73% to 97% and enforced 100% compliance with policy. EDUCATION

MBA, University of Phoenix (Summa Cum Laude)

BA, Political Science & History, Wartburg College (Magna Cum Laude) Certifications

FINRA Series 6, 26, 63 Life & Health License

TECHNICAL ACUMEN

Salesforce, Verint, NICE, JIRA, REST API, SOAP, IVR Platforms, CRM Systems

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