Mike M.
Service Operations Senior Leader
- Role
- Director of Service Operations at Cigna Healthcare
- Location
- Pittsburgh, PA, US
- LinkedIn followers
- 500 followers
About Mike M.
Results-driven management professional with over 15 years of operational leadership experience in recruiting, training, workforce & capacity planning, quality assurance, client services and project management; including over 10 years of multi-channel call center operations management with direct involvement for multiple start-up & turn-around operations involving inbound customer service, inbound & outbound telesales, technical support, web-chat support and WAH-Work At Home staff. Skilled in analyzing existing operations and implementing the necessary strategies, processes and technologies to improve overall productivity and efficiency while meeting and exceeding all set requirements. Expert in implementing the necessary change in a workforce support organization, impacting financial and quality objectives. Strong P&L management, cross-company strategic project management, information technology, human resources and benchmarking experience. Expertise in- Process & Performance Improvement - Start-Up & Turn-Around Operations- Cost Reduction & Profit Optimization - Operations & Client Services Management- Program Development & Account Management - Profit & Loss Responsibility- Operational Audits & Quality Control - Team-Building & Staff-Development
Experience
Director of Service Operations
Aug 2022 — Present
Education
Indiana University of Pennsylvania
Bachelor of Arts, Political Science & Pre-Law
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