Rob Melota
Director, Client Operations, ReproSource Fertility Inc.
- Role
- Director, Client Services, Shipping and Logistics, Phlebotomy at Reprosource
- Location
- Peabody, MA, US
- LinkedIn followers
- 500 followers
About Rob Melota
Call Center Head with 22 years of unique customer service experience in the bio-medical and high-tech industries. Focus on process improvements, restructuring, telephone technology, performance development/improvement, and management of day-to-day activities, especially during systems/business transitions. Proven track record of building and retaining high-performance teams in fast-paced, rapidly changing environments. Specialties: Process improvement, technology improvement, business site centralization, reorganization, operational expertise, building and retaining high performance teams, effective KPI\'s and metrics use, continuous training environment, increasing customer and employee satisfaction, disaster recovery.
Experience
Director, Client Services, Shipping and Logistics, Phlebotomy
May 2015 — Present · Wourn, MA
Director, Client Services, Woburn, MA Member of the Executive Leadership Team. The Director of Client Services is responsible for the global operations of Client Service, Shipping and Logistics, and the Phlebotomy Services organizations. • Scaling up operations to ensure minimum cost increases while volume grows at about 21% annually. To date, 40% increase in volume with no increase in headcount. Accomplished through restructure of Client Services, and process improvement • Technology upgrades to ensure the most efficient internal and external process. Examples include desktop faxing, chat, LIS upgrades, further automated KPI gathering, and systems to help ensure CAP compliance. • Cost reductions through renegotiations of key contracts, alternative vendor selections, and process efficiency. • Created an SOP and Work Instruction library, formal training plan linked to performance reviews • Built a Patient Service Center network for the Eastern Seaboard. Expanded nationally in the fall of 2017 giving ReproSource access to 2700 draw sites nationally.
Education
Fitchburg State University
Executive MBA, Business Administration, Management and Operations
Boston College
BS Economics
1983 — 1988
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