Lucas Melicoff-Byrnes

Senior Director Call Center Operations & Customer Service @Tivity Health

Managed and supervised teams of up to 100 customer service agents, ensuring a high standard of service delivery.• Led and coordinated customer service initiatives, resulting in increased customer satisfaction and loyalty.• Developed and implemented training programs, enhancing the skills and performance of customer service agents.• Streamlined call center operations by implementing conversational thinking machine using LLM modeling to automate tier 1 support calls, leading to a 15% reduction in operating costs year over year.• Prepared and analyzed performance reporting to identify areas for improvement and developed new training opportunities.• Implemented and optimized customer service technology, including ACD/IVR, CRM, and AI tools to further improve operational efficiency.• Successfully managed customer service and contact center budget, allocating resources for efficient call center operations.