Howard Goldberg
Vice President Customer Solutions Center @Plymouth Rock Assurance
Signup · Get unlimited contacts
WORK HISTORY
Vice President Customer Solutions Center @Plymouth Rock Assurance
Boston, MA, US
Lead Customer Solutions organizational initiatives to implement an innovative, low effort client experience that proactively addresses consumer and agent insurance needs. Oversee multi-site center including Policy Services, Workforce Management, Underwriting, Rate Pursuit, Service Center and User Acceptance Testing. Act as “voice of the agent and customer” in designing and implementing client experience solutions that promote ease of use, improving efficiency, and increasing the use of Agency Interface and consumer self-service applications. Drive enterprise advancing initiatives across telephony, client experience, self-service and process improvement life cycles.
EDUCATION
UMass Boston
Bachelor of Science (BS)
SKILLS
ABOUT HOWARD GOLDBERG
Accomplished Senior Officer with extensive experience building, reengineering and leading diverse Multi-Site Contact Centers across Mutual Fund, Retirement, Insurance and Waste Products. Change agent and high-integrity leader with a productive blend of analytical, motivational, client experience and call center optimization expertise. Clear and concise communicator with the ability to assess and define problems, develop action plans, and drive cross-functional groups to consensus on challenging opportunities. Proven record of achievement leading inbound and outbound service and sales professionals, defining strategic direction, developing workforce management tools that maximize resources while delivering an award winning client experience. Skilled in advancing self service channels, CRM, IVR, Call Flow, resource planning and implementing advancement technology solutions.Experiencing leading multi site, multi lingual, domestic and international contact centers with over one thousand associates responding to over 28m contacts and over 38m activities annually.Specialties: Six Sigma - Green Belt Certified
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.