Nicki L. Simak
- Role
- Support Operations Manager at Echo, Payments Simplified
- Location
- Cleveland, OH, US
- LinkedIn followers
- 500 followers
About Nicki L. Simak
Hey there! I\'m Nicki, a results-driven Call Center Director with a knack for turning…
Experience
Support Operations Manager
Dec 2024 — Present · Cleveland, OH, US
Led operational management of a Medicare Prescription Payment Plan support function — overseeing BPO partner performance, compliance standards, and service quality in a highly regulated healthcare payments environment.· Inherited a mid-standup Medicare product and built out operational infrastructure — establishing escalation paths, QA frameworks, and service standards supporting 17K+ monthly member interactions· Scaled Tier 2 escalation function over 6 months — adding SME coverage and supervisory structure, cutting hand-offs and improving accountability without adding headcount· Coached a direct report to promotion — recognized by senior leadership as the only manager on the team with someone ready for that advancement· Partnered with Product, Compliance, and Finance to convert frontline support trends into portal and tool improvements during active product development
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