George Shorter

About George Shorter

Experienced Call Center Director with a proven history of driving exceptionalpatient experiences for large-scale healthcare organizations. Skilled in leading andmanaging call center operations to deliver seamless, stress-free interactions whileoptimizing productivity and controlling costs. Demonstrated expertise in buildingmotivated, high-performing teams, fostering morale, managing staffing strategies,collaborating with vendors, and exceeding industry benchmarks. Equipped with 20years of customer service experience and a robust skill set dedicated to achievingorganizational excellence and enhancing patient satisfaction.

Experience

1. Reporting Analyst

   Aledade

   Dec 2025 — Present

   Lead operations reporting initiatives across CACP lines of business, serving as the primary liaison between data analytics and operational decisionmaking. Build and maintain strong partnerships with frontline leaders, program partners, and engineering teams to understand reporting needs and success metrics. Conduct regular stakeholder touchpoints and participate in operational meetings to analyze KPIs and align reporting with business priorities. Develop deep understanding of operational processes across all business lines to identify reporting gaps, workflow inefficiencies, and improvement opportunities. Document currentstate workflows and leverage existing materials (Miro boards, deep dives) to accelerate process comprehension and reporting enhancements. Assess dashboard effectiveness, recommend optimization strategies, and design new reporting solutions that support strategic and operational decisionmaking. Maintain, enhance, and scale reporting infrastructure across systems including Vida, RingCentral, Five9, Aledade App, Twilio, Google Suite, and Tableau. Lead development and delivery of WeekoverWeek (WoW) operational reports and create data narratives that guide corrective action planning. Monitor critical KPIs such as call abandonment rates and operational performance metrics, providing actionable insights that drive measurable improvements. Align with BI and engineering teams on technical requirements, data integrity, and system enhancements to support reporting accuracy and scalability. Evaluate reporting impact by tracking stakeholder satisfaction, dashboard adoption, KPI improvements, and timetoaction from insight identification. Prioritize and execute earlystage initiatives including stakeholder mapping, dashboard inventory assessment, WoW reporting delivery, and abandonmentrate improvement strategies.

Education

• Bowie State University

  Communications

Skills

• Microsoft Office
• Sales
• Advertising
• Customer Service
• Process Improvement
• Retail
• Coaching
• Strategic Planning
• Healthcare
• Call Centers
• Team Building
• Management
• Microsoft Excel
• Customer Satisfaction
• Training
• Team Leadership
• Data Entry
• Healthcare Management