Richard Marucut
- Role
- Director of Operations at Prometric
- Location
- Chesapeake, VA, US
- LinkedIn followers
- 500 followers
About Richard Marucut
Experienced Business Director with a demonstrated history of working in the insurance…
Experience
Director of Operations
May 2022 — Present
Responsible for Global Registration & Scheduling (Contact Center) Operations across multiple regional locations, to include Baltimore, MD; Dundalk, Ireland; Gurgaon, India; Kuala Lumpur, Malaysia; Beijing, China; Seoul, Korea; Tokyo, Japan. •Contact center work types include assistance with registrations, scheduling, general inquiries, profile updates, payment collection and email/chat support. •Team responsibility includes over 415 FTE; 22 Supervisor and Manager roles, including Operations, Quality and Workforce Management team. Production staff includes 175+ Customer Service Representatives and 240+ Nurse Aide Field Evaluators. •Oversight of Nurse Aide contact center and Nurse Aide Evaluators across 15 states. •Leading the focus areas to drive optimal performance for inbound customer support, including driving self-service adoption and workforce management efficiency and associate development. •Supports over 730K-750K+ calls per year, plus segment of chat and email volume. •Lead the implementation of new and expansion business, while maintaining close monitoring of call center service level metrics and contractual guarantees. •Manage the performance and continual development of each team member successfully through quarterly personal development plans. •Partner with Member and Provider Services to provide support to phone service levels. •Managing team funding against $10MM+ annual departmental budget targets. •Promotes a first call resolution environment geared toward candidate satisfaction. •Demonstrates effective interpersonal skills, and a strong customer-centric viewpoint while cultivating a deep understanding of all aspects of the business. •Ownership of Workforce Management responsibilities for domestic and international contact center teams. •Partners with internal teams to support testing centers and account management teams. •Work closely with cross-functional teams to support hiring, outsourcing, and attrition and develop plans to achieve service.
Education
Southern New Hampshire University
Bachelor , Health/Health Care Administration/Management
2020 — 2022
Southern New Hampshire University
Associate of Arts of Business , Business Administration and Management, General
2015 — 2019
Skills
- Healthcare
- Insurance
- Call Centers
- Sharepoint
- Management
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