Brian Mahoney
Operations Manager @Tsi Healthcare Rcm
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WORK HISTORY
Operations Manager @Tsi Healthcare Rcm
Augusta, GA, US
Managed department resources: selected, led, trained, coached, mentored, and developed direct reports – 11 Supervisors and their 200 associates. Identified and maintained all client agreements listed in the contract and SOW. Analyzed qualitative and quantitative data to determine areas for drill-down focus, to understand the drivers of any performance gaps. Used root cause analysis to determine the underlying cause behind the gaps, implement action plans, define and administer any corrective actions needed for improving key performance metrics, such as quality, productivity, staffing, training, attrition, and costs. Cultivated and fostered good working relationships with client partners, implemented best practices to over deliver for clients, drove consistent performance, evaluated staffing needs with input from the client, and adjusted to meet changing requirements Prepared and conducted (via phone and in-person) weekly, monthly, quarterly, and annual client business reviews Drove continuous operating improvements for maximum revenue generation to reach long-term and short-term financial goals. Month over month exceeding gross margin projections by an average of 11% Provided developmental opportunities that continuously built and expanded individual and team capabilities and bench strength Managed all operational metric reports (CVAs and Focus 5) Participated with cross-functional departments (i.e, Training, HR, Quality, Work Force, Talent Acquisition) in strategic decisions to identify, analyze, and resolve a wide range of technical, process, and operational issues, providing quick and decisive solutions
EDUCATION
Heald College
Associate of Science - AS, Computer Science
ABOUT BRIAN MAHONEY
Strategic | Forward Thinking | Eager | Process Improvement | Relationship Builder | Analytical Thinker | Development DrivenCollaborative | Inspiring | Years of Experience | Results Oriented | Financial Acumen | Data Analysis | KPI / ROI FocusedPerformance Optimization | Quality Assurance | Awarded Leader | Vendor Management | Business Development | HumorousWith more than two decades of contact center operations and telecom management experience, Brian has the experience to match his passion for operational excellence. His career has exposed him to diverse environments, serving clients on projects related to automotive infotainment, finance, and consumer electronics. Always forward-thinking and exceeding expectations, Brian remains motivated to keep enhancing his expertise and bring his knowledge forth to benefit others.SELECTED CAREER HIGHLIGHTS Increased CSAT scores by 38% for the second-largest video game company in 6 months Worked directly with the client to develop and launch a new line of business, increasing customer retention rates by over 15% Created an abandon call report to track whether customers were calling back and initiated an outbound calling program As the leader of a seasonal program, won the Champion Challenger program 2 of the 4 months the challenge ran, at a new site for the client, competing with multiple steady state sites Designed and implemented a qualifications profile to facilitate hiring Sales Associates with the desired skill sets, leading to a 13% sales increase with the first group hired after implementation Created a combined weighted sales metric report that identified associate’s strengths and weaknesses, this increased sales by over 10%No opportunity was left on the table while Brian used his analytical abilities in conjunction with his leadership strengths. Applying root cause analysis, developing improved processes, and collaborating across departments, he achieved results including an average of 10% improvement over gross margin projections. Taking actionable data and turning it into direct action that results in measurable improvement is just what Brian does.
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