Heath Marchese
Contact Center Leader @Imaging Healthcare Specialists
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WORK HISTORY
Contact Center Leader @Imaging Healthcare Specialists
Athens, GA, US
Serve as the leader of the contact center for the company to oversee performance, employee engagement, and financials. Drive cost reductions and business improvements without increasing turnover, ensuring sustainable success in a lean organization.• Contributed to take utilization from 75% monthly to 80%(7% increase and enabled additional of 30 hours in the daily queue to increase SLA by 15% and decrease ABD rate by 35%).• Improved eNPS scores from 56% to 80%(43% improvement), rating 3.76 to 4.5, driving a culture of engagement and satisfaction while maintaining high performance.• Reduced call volume by 6% YoY (50,546 fewer calls) while improving overall service efficiency.• Lowered cost per case by 7%($0.94 reduction) through process optimization and resource efficiency.• Increased completed exams by 7% YoY (32,326 more exams completed) while reducing FTE count by 8%(7.1 fewer FTEs).• Achieved a 3% reduction in cycle time (9 seconds faster per case), improving customer experience and throughput.• Led a 17-percentage point improvement (25% overall increase) in meeting company expectations; transformed an underperforming team into a high-achieving unit.
EDUCATION
Arkansas State University
Business Administration
SKILLS
ABOUT HEATH MARCHESE
As the Contact Center Leader at Imaging Healthcare Specialists with over three years of experience, I focus on optimizing performance, enhancing employee engagement, and achieving financial efficiency within a lean organizational framework. My work has included leveraging management and leadership skills, along with expertise in program management, to drive operational improvements and cost reductions while maintaining a high standard of service delivery. Dedicated to fostering a culture of engagement and satisfaction, I am passionate about enabling teams to thrive and deliver impactful results. With a background in program management and leadership, I aim to support sustainable success by marrying employee engagement with process efficiency and continuous improvement.
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