Kent Hamilton

WORK HISTORY

EDUCATION

SKILLS

ABOUT KENT HAMILTON

I am a VP of Claims & Customer Service Operations, with a demonstrated history of success in contact center & extended warranty industries. Skilled in Negotiation, Budgeting, Project Management, Operations Management, and Analytical Skills. Strong operations professional. Well versed in PCRS, Salesforce, Zoom Contact Center, NICE/inContact platforms & other SaaS.ACCOMPLISHMENTSRefreshed client portals based on survey feedback, resulting in a client’s claim auto-authorization increase from 40% to 80% in one year.Engaged HR team to reduce agent attrition via compensation realignment and engagement tools for managers & supervisors to employ.Addressed urgent SLA recovery by engaging contingent resources and creating a hub-spoke system between temporary employees and veteran agents. Engaged temp agencies to increase short term office footprint. Regained service levels while hiring and training to appropriate levels. Several temps were retained as permanent agents.Led Operations DevOps team to migrate legacy AS400/mainframe CRM systems to cloud-based SaaS. This all-encompassing platform resulted in improved agent efficiencies, information availability, and reporting access.Collaborated with IT team to create several iterations of customer portals to access policy/claim information online, resulting in 24/7 access to information, fewer calls to the contact center, and payment self-service for our partners.Optimized cloud-based SaaS to create rules-based engine to automatically approve claims that meet set criteria, resulting in reduced agent touches and improved CX for clients.Drove RPFs & negotiations with key vendors resulting in over $1M rebates and savings annually. Handled workforce planning challenges by employing remote workers in multiple locations to address staffing challenges and provide coverage when specific areas experienced disruptions. Sourced training locations with contingent staffing vendors, resulting in efficient delivery while providing agents tools for success. Also resulted in greater talent retention, a deeper talent pool, and a reduced office space footprint.Traveled to international offices to share claims management best practices and adoption of new platforms such as Salesforce. Locations included Argentina, Brazil, Canada, Mexico, Singapore, South Korea, and the United Kingdom. This resulted in consistent operations practices and adoption of the SaaS global warranty system. Introduced digital archive of documents for immediate access, resulting in efficient contact handling and document version control.