Michael Dineen

About Michael Dineen

From private start-ups to public Fortune 500 companies, I am known for being a team-oriented and data-driven leader respected by both my employees and the customers we serve. As a senior operations leader with 20+ years of experience, I have a history of delivering efficient and cost-effective customer experience programs for various demanding and fast-paced industries, including multiple health insurance exchanges, a direct-to-consumer start-up, an international staffing agency, and one of the fastest-growing telecommunications providers.My professional background and references note my success building relationships between my teams and our clients. I oversee big-picture and day-to-day operations to ensure key milestones are met and delivered. I have the energy of a start-up with the stability and dedication of a seasoned leader. Specialties:Data-Driven Metrics – I expertly analyze historical data to create forecasted predictions that ensure resources align as needed. As the Director of Contact Center & Exchange Operations at NFP Health, I successfully worked with our client to predict a 50% increase in call volume. This forecast allowed the health insurance exchange to update processes to meet 2021/2022 enrollment goals.Project Management – I create customer service ecosystems using a client-centered growth strategy. I then scale and optimize to build the teams that provide positive interactions and processes. During a pandemic and the \'great resignation\' of 2021, I successfully launched NFP Health\'s $25 million NM project on time and within budget.Resource & Strategic Planning – To ensure we have the necessary resources available, I focus on evaluating CSAT, NPS, and VOC scores. While leading CX operations for LadyBoss, the #4 fastest growing company in the US (Inc. I scaled my department of 10 to 60+. I built an expanded CX universe to create a revised email solution that included email, phone, chat, text, and social media. This positively impacted our rankings on Google, and other third-party review sites, increasing customer ratings from 3 stars to 4.9 stars.Relationship Management – My motivational management style has allowed me to create teams that leverage partnerships and data to achieve client-driven growth goals. While at LadyBoss, I consistently received near-perfect management feedback scores. As the client-facing liaison between the NM Health Exchange and NFP Health, I have created a mutually beneficial relationship that allows me to help in areas outside our project scope, increasing revenue for my employer.

Experience

1. Director, Member Services

   UNITE HERE HEALTH

   May 2022 — Present · Albuquerque, NM, US

   UNITE HERE HEALTH is a multi-employer Taft-Hartley Trust Fund administrator. Our mission is to provide health benefits that offer high-quality, affordable healthcare to our participants at better value with better service than is otherwise available in the market. We believe our success depends on innovation and on engaging our participants.For several decades, UNITE HERE HEALTH has served UNITE HERE! union workers in the hospitality, food service, and gaming industries. Our benefits and innovative programs are designed to meet the triple aim of better care, better health, and lower costs while empowering our participants to better manage their health and healthcare.

Education

• The University of New Mexico

  Bachelor of Arts (B.A.), Strategic Communications // Political Science

  1992 — 1996

Skills

• Analytics
• Change Management
• Program Management
• • Customer Service Operations Management
• Team Building
• Management
• Outsourcing
• Health Insurance Exchanges
• Business Analysis
• Process Improvement
• Bpo
• Vendor Management
• Operations Management
• Pmp
• Leadership
• Customer Satisfaction
• Call Centers
• Technical Writing
• Cross-Functional Team Leadership
• Content Strategy
• Hospitals
• • Project / Program Management
• Call Center
• Team Leadership
• Strategic Planning
• Avaya
• Customer Experience
• Project Portfolio Management
• Workforce Management
• Performance Management