Valentino Fletcher

WORK HISTORY

EDUCATION

ABOUT VALENTINO FLETCHER

Professional with an exceptional record of creating and growing high performance teams and leaders for over 20+ years. Demonstrated success in achieving operational excellence, enhancing customer experience, and improving client satisfaction in customer-facing operations of large, diverse and highly matrixed global organizations in the US and India.20+ years’ BPO experience in the Health and Welfare Benefits Administration, Eligibility Determination,and Revenue Cycle ManagementOperations and Client Services professional expert with significant experience in business processimprovements, business transformation through innovation and change managementSignificant experience in driving collaboration across the organization and partnering with all stakeholders to ensure that business objectives and company goals are metStrong advocate of Business Intelligence and Analytics, combined with efficient reporting, and presentations that add value to the client and the businessExtensive knowledge in designing quality training programs and processes that help create an engaged workforceProficiency in multiple client and vendor platforms across industries, i.e, Healthcare, Revenue Cycle Management, Health and Welfare, Telemarketing, Medical Billing, Banking and Financial Services, Sales, etc.Well versed with Workforce Management, and all key Contact Center metrics including Cost per x, drivers for CSAT / DSAT, NPS industry benchmarks