Jeffrey McNew

About Jeffrey McNew

As a visionary and dynamic professional with over 24 years of extensive experience in vendor management, operations leadership, and customer support, bringing a proven track record of driving transformative outcomes across diverse industries. My expertise is underscored by a COPC Yellow Belt certification and a relentless commitment to leveraging data-driven strategies for enhancing operational efficiency and elevating customer satisfaction. I have consistently surpassed service-level agreements and budgetary goals in managing call center operations across multiple vendor partners. My meticulous approach to invoice reviews, verification, and reconciliation ensures financial integrity and accuracy in vendor payments. Collaborating closely with Workforce Management and Training leaders, I have effectively aligned resources with operational demands, optimizing FTE capacity planning and staffing requirements across diverse teams.Throughout my career, I have excelled in delivering strategic solutions that streamline processes, reduce costs, and elevate performance metrics. I possess exceptional proficiency in building and nurturing high-performing teams, fostering robust vendor relationships, and spearheading continuous improvement initiatives. My strategic insights have enabled me to develop and implement resilient support frameworks that set elevated service standards and enhance client experiences. Adept at translating complex technical concepts into actionable business strategies, ensuring seamless project execution and sustained growth. Partnering with Call Routing Management teams, I have optimized call-routing strategies to enhance operational efficiency and customer satisfaction across all lines of business.My leadership extends to overseeing P&L responsibilities for vendor partnerships in multiple verticals including healthcare, telecommunications and retail. Directing cross-functional teams of vendor managers and specialists, I conduct rigorous performance reviews and implement targeted improvement plans to drive consistent quality and operational excellence. With a focus on driving service quality and optimizing vendor partnerships to achieve business goals, I am committed to delivering exceptional value through strategic direction and operational expertise. My dedication to enhancing service quality and operational efficiency is evident in my ability to consistently deliver high performance and drive continuous improvement.

Experience

1. Global Vice President of Healthcare Operations

   ibex

   Feb 2025 — Present · Roanoke, VA, US

Education

• ECPI University

  Computer Systems Networking and Telecommunications

  1997 — 1998

Skills

• Customer Satisfaction
• Managed Services
• Wireless
• Internet Protocol (Ip)
• Ds3
• Integration
• Avaya
• Voip
• Dsl
• Process Improvement
• Vendor Management
• Telephony
• Technical Leadership
• Multiprotocol Label Switching (Mpls)
• Contract Management
• Business Process Improvement
• Customer Experience
• Contract Negotiation
• Provisioning
• Voice Over Ip (Voip)
• Operations Management
• Fiber Optics
• Call Centers
• Ip
• Network Engineering
• Call Center
• Cisco Systems Products
• Broadband
• Unified Communications
• Optical Fiber
• Troubleshooting
• Mpls
• Cisco Technologies
• Program Management
• Ethernet
• T1
• Computer Network Operations
• Wireless Technologies
• Outsourcing
• Cross-Functional Team Leadership