Andy Plaice

About Andy Plaice

As a forward-thinking client service and operations leader, I build, nurture and lead teams that are passionate about creating smooth processes and delivering nothing less than a superb customer experience. This is what makes me tick. This is what has powered my success as a leader.Whether eliminating rework, improving throughput or eliminating risk, I am in my zone when our teams are taking friction out of processes, improving the customer experience or delivering higher quality. My life-long mindset has been to never leave something until I made it better than when I found it. I love my role because that is what I do every single day!I am proud of my consistent track record of delivering customer value and exceeding performance objectives in every role I\'ve had. I attribute much of this success to my ability to:• Create a culture of highly effective and collaborative relations between service, operations, product, engineering and sales that consistently deliver customer-focused results, and that take pride in the value they add to the organization.• Turn underutilized service and operations teams into a value-added resource that increases customer retention, product adoption and that focuses on the customer to drive improvements in products, operations, marketing and sales.Competencies: Strategy | Offer Development | Relationship Management | Consulting | Account Management | Customer Satisfaction | Service | Operations | Technical Support | Product Adoption | Client Retention | User Experience | Business Intelligence | Analytics | Metrics | Finance | Insurance | Budgeting | Outsourcing | Process Improvement | Collaboration | Six Sigma | Communication | Automation | Lean | Leadership | Project Management | Recruiting | Coaching | Development | Employee Engagement | Quality Assurance | Work Force Management | Business Continuity | CRM | Contact Center Technology

Experience

1. Vice President Business Performance & Quality

   Fidelity Investments

   Jan 2025 — Present

   I work within the Strategy & Solution Services organization of Fidelity Health Operations. I lead Business Performance and Quality which provides key consultation, governance, oversight and solution development so Fidelity Health Operations can deliver best-in-class quality at scale. We focus on multi-year operational initiatives, process engineering and quality design as well as thought leadership and advocacy.

Education

• Wake Forest University School of Business

  Master of Business Administration - MBA

• San Diego State University

  Bachelor of Business Administration - BBA

Skills

• Call Centers
• Leadership Development
• Business Process Improvement
• Customer Service Operations
• Operations Management
• Outsourcing
• Emotional Intelligence
• Partner Management
• Team Leadership
• Strategic Communications
• Leadership
• Call Center
• Cross-Functional Team Leadership
• Operational Risk Management
• Strategic Alliances
• Management
• Strategic Planning
• Analysis
• Business Analysis
• Ivr
• Statistical Modeling
• Contact Center Management
• Business Continuity Planning
• Analytics
• Business Strategy
• Key Performance Indicators
• Visio
• Project Management
• Process Improvement
• Business Requirements
• Client Retention Programs
• Performance Management
• Financial Services
• Customer Service
• Strategy
• Customer Satisfaction
• Call Center Development
• Staff Management
• Customer Experience
• Vendor Management